AccountId: 011433970860
ContactId: 6f6379dd-19d9-48f2-a8be-6dd01eeb04c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463380 ms
Total Talk Time (AGENT): 128345 ms
Total Talk Time (CUSTOMER): 132221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/6f6379dd-19d9-48f2-a8be-6dd01eeb04c7_20250617T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I need to speak to somebody about, um, I was trying to go online and make our medical, the American Public life, um, payment for our company.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I cannot find it where I can make a payment online is, is that not a way to do that?
[AGENT][NEUTRAL] are you calling from a group, um, please?
[CUSTOMER][NEUTRAL] I'm calling from a company, yeah, group, A Geechee area hospice.
[AGENT][NEUTRAL] OK, alright, and
[AGENT][NEUTRAL] OK, what is your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and your contact number please Ms [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your group number?
[CUSTOMER][NEUTRAL] Um, group number is 26,090.
[AGENT][NEUTRAL] OK, let's see here one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] [PII], OK. And [PII], can you verify your email address, please?
[CUSTOMER][NEUTRAL] Mhm, um, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I'm sorry, I'm just talking to myself out loud give me one moment.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] But then she
[CUSTOMER][NEUTRAL] We separation
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And verify that your mailing address associated with the account please.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEGATIVE] That's actually wrong. It's got [PII], but it's [PII] is our.
[CUSTOMER][NEUTRAL] The [PII] goes with our post office box.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, so I have it up.
[AGENT][NEUTRAL] I see you missed [PII].
[AGENT][NEUTRAL] trying to and what error message is it giving you please Miss [PII]?
[CUSTOMER][NEGATIVE] Um, I'm trying to log back in. It's not giving me a message. I just can't find where I pay it. I was having a hard time going on there to click and that's why I'm trying to click back in there now while we're talking and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, come on, send me the email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I just got the email.
[AGENT][POSITIVE] I like.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][POSITIVE] I'm on if I'm on the right thing I'm on the APL dash um board right now.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] please, I'm still just talking out loud to myself.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] It does give me a when I go to where it says pay bill it comes up and says pick what you're paying and it says billing but then it's at the bottom it says no results.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh billing no results billing.
[AGENT][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Let's see where I went um I went to Resource Center.
[CUSTOMER][NEUTRAL] And then it comes up with the box topic to start searching products, APL billing and when I click billing.
[CUSTOMER][NEGATIVE] It comes up with um a bunch of topics again and products and billing is checked but it says no results at the bottom.
[AGENT][NEUTRAL] OK, Ms. [PII], can you hold for me please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, yes ma'am, thank you for talking that out as well. One moment, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh huh. You are on hold.
[AGENT][NEUTRAL] Voices.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling IPL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the claims department. I have a miss, um.
[AGENT][NEUTRAL] [PII] with group number 26,090.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She is, um, her callback number is [PII]. Um, she has been verified. She is currently on the OSC trying to pay a bill, but she comes up with an error message or there's an error message saying billing no results or no results. She's trying to pay an invoice.
[CUSTOMER][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] OK, and again her name is [PII] um one moment please. Thank you.
[AGENT][NEUTRAL] Miss, I'm sorry, Miss [PII], sorry.
[CUSTOMER][NEUTRAL] Uh huh, yes, that's OK.
[AGENT][POSITIVE] OK, thank you. I have, I have um [PII] on the line she's gonna assist you further with that um that.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Error message. OK, thank you so much. I'm sorry about that. Have a great day. Yes ma'am bye bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Uh huh