AccountId: 011433970860
ContactId: 61a5b4d7-cb0e-46f2-92bc-0874d2206a42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 918500 ms
Total Talk Time (AGENT): 174308 ms
Total Talk Time (CUSTOMER): 211542 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/61a5b4d7-cb0e-46f2-92bc-0874d2206a42_20250620T12:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Peachtree City OBGYN.
[CUSTOMER][NEUTRAL] And I'm trying to get um clarification on um our group insurance uh uh this is actually my 5th time calling and somebody was supposed to call me.
[CUSTOMER][NEUTRAL] At the end of last week and I hadn't heard from anybody so I'm trying to get this cleared up today OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, um, so is it for the group itself, your individual policy?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Well it's it's for the group and I'm on the individual policy and I had a 20 year term that was taken off and uh because it ended the 20 years ended so I re upped it with y'all and it was supposed to come on the bill because I'm still sending the bill um from the um.
[CUSTOMER][NEUTRAL] From Peachtree City Gynecology and.
[CUSTOMER][NEUTRAL] I'm still getting a bill just for one person instead of 2 and then I got a letter for an outstanding invoice that's already been paid so I need for you to check that too. I can give you the group number if you'd like.
[AGENT][NEUTRAL] Yeah, [PII], go ahead with the group number.
[CUSTOMER][NEUTRAL] 10811.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then if you could just verify with me the uh physical address for the group please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. So yeah, I don't show anything outstanding, but you said you got a notice about something outstanding.
[CUSTOMER][NEUTRAL] Yeah, from, um, and it's dated [PII], um, and it's invoice, let me see the invoice 00.
[CUSTOMER][NEUTRAL] 06384182
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's, it says in the amount of $50 to $44 but I paid 30 something I think $300 and something dollars.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] 307-44.
[CUSTOMER][NEUTRAL] It's what I paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh 82.
[AGENT][NEGATIVE] Hm, yeah, I don't even, that's strange. I don't see that that's outstanding at all.
[CUSTOMER][NEUTRAL] OK, well, I don't, I mean it just come on the [PII], so I'm not, and it came by email so I'm not sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and then as far as on the invoice you're saying that you're getting it it should be for 2 and it's just for 1.
[CUSTOMER][NEUTRAL] Right, well, it on the invoice it's because um the last invoice I think.
[CUSTOMER][NEUTRAL] Um, that I was on it was.
[CUSTOMER][NEUTRAL] April I guess um.
[CUSTOMER][NEUTRAL] No, that was the first month that it wasn't on it my name.
[CUSTOMER][NEUTRAL] And um so I called.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they said the 20 year thing went away because it was a term policy. They don't want to re up it? I said yes. They gave me the amount. I sent in a uh a letter stating to keep it in effect and ever since then we're still getting just um the one person on the policy and I've been sending in $307.44.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the office so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, yeah, so let me see if this is, I may need to reach out to billing, well, yeah, let me reach over directly to billing and see if they can figure out why it's not showing showing since April. [PII], give me just a second. Do you mind to place you on hold.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, sure, thank you. You are on hold.
[AGENT][POSITIVE] Thanks
[AGENT][NEUTRAL] I don't know
[AGENT][NEUTRAL] I don't know if this is like a customer.
[AGENT][NEUTRAL] This issue or a billing issue.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The life policy.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] June invoice.
[AGENT][NEUTRAL] I request to send on 610 Delied premium from groups. I don't know what that means.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is bro.
[AGENT][NEUTRAL] Why it's not.
[AGENT][NEGATIVE] Doesn't tell me. I don't understand.
[AGENT][NEUTRAL] There's some billing.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEGATIVE] I don't understand why she's not on the invoice.
[CUSTOMER][NEUTRAL] Holiday. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm good, [PII] how are you doing?
[AGENT][NEUTRAL] I'm good. Hey, I have somebody with a group on the line and they're wondering why they're not showing on an invoice and I did reach out in the chat, but I'm not really understanding. I'm wondering if you can help. Yeah.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I saw that. Let's, absolutely. What was that group number again, [PII]? Let me help you with that because
[AGENT][NEUTRAL] No, yeah, it's.
[CUSTOMER][NEUTRAL] I will figure it out.
[AGENT][NEUTRAL] 10, it's 1.
[CUSTOMER][NEUTRAL] It is 10811.
[AGENT][POSITIVE] Yep, absolutely perfect.
[CUSTOMER][NEUTRAL] All right. OK, I'm talking to [PII], is that right?
[AGENT][NEUTRAL] Yeah, mhm, so.
[CUSTOMER][POSITIVE] OK. I, I'll be glad to help you.
[AGENT][NEUTRAL] Yeah, so she's just wanting to figure out why she hasn't appeared on the invoices because she's sent in the paperwork to redo her life policy and I just don't really know why.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, that's fine. Let me look at it. I'll be glad to help, OK?
[AGENT][POSITIVE] OK, alright, I will get her transferred over to you one second.
[CUSTOMER][POSITIVE] OK. Yes, sir. Thank you, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], I apologize for the long hold. I have [PII] on the line in billing, and so she's got everything pulled up and she's gonna take the call from here, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, thank you for your patience. One moment.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Hi, this is [PII] from Peachtree City Gynecology uh huh. How you doing? Doing doing good how about you?
[CUSTOMER][POSITIVE] I'm good. I'm glad it's Friday.