AccountId: 011433970860
ContactId: 576e1545-6158-4b00-b46f-f33c19270e81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 570619 ms
Total Talk Time (AGENT): 114907 ms
Total Talk Time (CUSTOMER): 148329 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/576e1545-6158-4b00-b46f-f33c19270e81_20250303T21:50_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so how are you doing this afternoon?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] Well, I'm not
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] Fault, but I, I got a client that I can't seem to.
[CUSTOMER][NEUTRAL] Get to where I need to get to, so I've asked, I was with them last Friday.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And um and I was on the phone with him for quite a while the day before on Thursday trying to get this worked out and um.
[CUSTOMER][NEGATIVE] He indicated he was gonna go and pay it over again, but I texted him today. I've called him. I've texted him. I've got no response so um I'm looking at, uh, group number 2460.
[AGENT][NEGATIVE] I'm sorry, I didn't get the whole number. You're breaking up. [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. And let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Callback number.
[CUSTOMER][NEUTRAL] Area code um.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, let me repeat it back since it's breaking up a little. It's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] Alright, um, bear with me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have um your email address for verification, Mr. [PII]?
[CUSTOMER][NEUTRAL] The letter E, my last name [PII].
[AGENT][POSITIVE] Perfect, thank you. That's what we have. And what is the name or do you have the policy number of the member?
[CUSTOMER][NEUTRAL] This is for group number 24,600.
[AGENT][NEUTRAL] OK, anybody in particular or is the group, the whole group you're calling about?
[CUSTOMER][NEUTRAL] No, it's the entire group.
[AGENT][NEUTRAL] Oh, the entire group. OK. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I know that they've, they're behind in their premiums and they owe November, December, January, February, so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, I went through all that with the owner on Thursday over the phone. I was there at his place of business on Friday because I had to meet employee.
[CUSTOMER][NEUTRAL] And we, you know, I tried to get to, I, I actually have a copy of their checking account because I, I set the group up and you set up an, uh, well with other carriers we set up ACHs and I really thought he would let me go ahead and do it but he did.
[CUSTOMER][NEUTRAL] And so he told me that he would get to it, you know, Friday late or Saturday, so I wanted to call in and see if you can see where a payment's been made.
[AGENT][NEUTRAL] OK, let me see what we got.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the last call we received was from you. So let me check one more place and see if we have anything out there, OK, that I cannot see. Um, do you mind holding for me, [PII]?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me Mr. [PII]. We have not received any payments.
[CUSTOMER][NEUTRAL] OK, um, so what do we do at this point?
[CUSTOMER][NEUTRAL] Because I, I know I got a claim out there that I mean I explained that to him.
[CUSTOMER][NEUTRAL] When I talked to him, he one of the employees had a.
[CUSTOMER][NEUTRAL] Uh, well, his wife had a baby, I should say, so I mean they had that on [PII], so.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I mean, I'm assuming at this point and he'll be liable for that claim, is that correct?
[AGENT][NEUTRAL] Well, we cannot process until we receive premium, um.
[CUSTOMER][NEUTRAL] Well, I'm assuming that you guys are gonna terminate the that was kind of the impression I got when I talked to whoever I talked to last week.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, more than likely, yes, that's what it looks like and.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And they probably are not gonna reinstate at this point I would say I guess.
[AGENT][NEUTRAL] Um, I can check and see if that's a possibility, but I'm not sure if um you're talking about the group or you're talking about us if we're gonna reinstate it if we receive payment.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Let me, let me see.
[AGENT][NEUTRAL] Let me see if I got anything here.
[AGENT][NEUTRAL] Based on the note, um, we will have to get.
[AGENT][NEUTRAL] All of the payments, including the backup payment like everything they have behind.
[CUSTOMER][NEUTRAL] So November, December, January, February, correct?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Alright, that's what I need to know.
[AGENT][NEUTRAL] OK, and that's based on the notes here, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright alright thank you.
[AGENT][NEUTRAL] Mm. You're welcome. Is there anything else?
[AGENT][NEUTRAL] This morning.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Have a good afternoon.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.