AccountId: 011433970860
ContactId: 6a72380b-eaf3-44e4-b181-6a91b8010814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223779 ms
Total Talk Time (AGENT): 106045 ms
Total Talk Time (CUSTOMER): 154267 ms
Interruptions: 9
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/6a72380b-eaf3-44e4-b181-6a91b8010814_20250204T22:14_UTC.wav
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[CUSTOMER][NEUTRAL] 202,560.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, I'm calling for my boss, um, and he gave me a bill. I'm new to his office and he gave me a bill and says to me, can you please submit to APL for reimbursement? How do I go about doing this, please?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and you're looking for reimbursement of premium that was paid?
[CUSTOMER][NEUTRAL] ship
[CUSTOMER][NEUTRAL] Well, he is, yeah, he, um, OK, so it's, yeah, it's, it's, um, it's a diagnostic place where they went. It was $140.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Can you give me, now, are you with a group that is with us and you have insurance for your employees?
[CUSTOMER][NEUTRAL] I believe I.
[CUSTOMER][NEUTRAL] Well, he does, yes, it's the name is [PII] or the group number hold on let me see, hold on.
[AGENT][NEUTRAL] OK, what is the group number please?
[AGENT][NEUTRAL] Yes ma'am, go ahead.
[CUSTOMER][NEUTRAL] Mm I think it's 19,500.
[AGENT][NEUTRAL] 16,500.
[CUSTOMER][NEUTRAL] No, 19, 19,500.
[AGENT][NEUTRAL] OK, thank you. And then what is your name, please?
[CUSTOMER][NEUTRAL] celebrating the
[CUSTOMER][NEUTRAL] My name's [PII] and the name of the practice is [PII]
[AGENT][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you. And then [PII], can you please give me your callback number in case our call is dropped, I'll be able to call you back.
[CUSTOMER][NEUTRAL] Sure, um, I'm gonna give you the direct one on my desk because they've already gone home and it'll go to the service 786.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Hi thank you so much alright let me pull in your group real quick.
[CUSTOMER][NEUTRAL] OK, and had nothing passed on his desk ready to go. Where are the bills? Remember on [PII] when [PII] posted this.
[CUSTOMER][NEUTRAL] House Speaker [PII] has been re-elected.
[AGENT][NEUTRAL] OK, I do have the group pulled up um.
[AGENT][NEUTRAL] I'm showing that Miss [PII] is the contact person for the group.
[CUSTOMER][POSITIVE] Yes, that is um my best friend and she like I'm here full time because she kind of like went into retirement but she will be replacing me like whenever I go on vacation or whatever you can leave her name on there it's fine I don't have a problem with that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, the problem is is we can only discuss with the contact person, yes ma'am.
[CUSTOMER][NEUTRAL] Speak to her.
[CUSTOMER][NEUTRAL] OK, so then how do we go about changing this then I, I guess I'm.
[AGENT][NEUTRAL] Um, is there?
[AGENT][NEUTRAL] Or even if she,
[CUSTOMER][NEUTRAL] I'm the new office manager.
[AGENT][NEUTRAL] Right. Even if she can, um,
[CUSTOMER][NEUTRAL] She would need to contact you?
[AGENT][NEUTRAL] Yes and just that she wants you added as a contact person.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You can do it that way or you can do it through the online service center which she probably is set up on the online service center you could do it through there.
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] And because of that, the federal employee.
[AGENT][NEUTRAL] And then as far as reimbursement goes, I mean that's something that I would be able to transfer to group billing if it was Miss [PII] so we could talk about that but I'm gonna need to call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How was that
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][POSITIVE] Yeah, no, that's not a problem. I'll have her call thank you so much.
[AGENT][POSITIVE] OK, you're welcome, Ms. [PII]. I hope you have a blessed rest of your night and I thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you you do the same take care bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.