AccountId: 011433970860
ContactId: 7115f0f3-e242-4253-87ec-68b7184333db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 822849 ms
Total Talk Time (AGENT): 280939 ms
Total Talk Time (CUSTOMER): 469647 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/7115f0f3-e242-4253-87ec-68b7184333db_20250227T21:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molero billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you for asking. How are you?
[CUSTOMER][NEUTRAL] I'm all right. um, I have the group number on the that I'm gonna transfer for is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the lady that's on the line, her name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, she was initially calling because.
[CUSTOMER][NEUTRAL] They, she received an email from [PII].
[CUSTOMER][NEUTRAL] And they mailed payment.
[CUSTOMER][NEGATIVE] And I verify the address she has is correct, but they've received that back.
[CUSTOMER][NEUTRAL] It came back to them it's undeliverable. OK, and then secondly, in verifying all of the group's information.
[AGENT][NEUTRAL] OK, I know why.
[CUSTOMER][NEUTRAL] Um, it's showing a [PII].
[CUSTOMER][NEUTRAL] Anyway, long story short, she's not there anymore, and [PII] did send an email to the care team back [PII] to update.
[CUSTOMER][NEUTRAL] Contacts for the group.
[CUSTOMER][NEUTRAL] But I don't know if it was only partially done. I don't know. I can see the note in the EMPNT as well. I mean she's the one who told me she when she sent it, but I can see that there was a hub ticket created for it.
[CUSTOMER][NEGATIVE] But the phone number that she's given me isn't, you know, for the primary number on the group she never could give me what we currently have and then I see that [PII] is still in the system.
[CUSTOMER][NEUTRAL] So anyway, that's the second part of the call.
[CUSTOMER][NEGATIVE] First she was concerned because their payment was returned and secondly, apparently all of their information um was not updated.
[AGENT][NEUTRAL] OK. And you said what was the date of the?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the phone, the phone number to uh good contact number?
[CUSTOMER][NEUTRAL] Her, OK, for [PII], it is [PII].
[AGENT][POSITIVE] All right. I'll see what I can do.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, well, thank you, [PII]. Have a good evening.
[AGENT][POSITIVE] You as well. Thank you, [PII]. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] OK, OK, bye bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in group billing. Um, [PII] said you have a couple of things that needs to be taken care of.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, yes ma'am, thank you, um, the first thing is we mailed the check, uh, for the, uh, January payments on [PII] we had received an address change from a [PII] asking us to mail it, but it has been returned back to us saying refuse unable to forward return to center.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Um, OK, [PII], and I understand a good call back number for you is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][POSITIVE] OK. All right. Thank you so much. Um, so the address that you sent it to was
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] That's unusual.
[AGENT][NEUTRAL] That is the correct address, the one that [PII] had, that is the correct address, yes, ma'am.
[CUSTOMER][NEUTRAL] That's the correct address.
[CUSTOMER][NEUTRAL] And that's the address that's on the other.
[AGENT][NEUTRAL] The one that [PII], right, the one that [PII] provided for you is the correct address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] And that's what we do mailing label so that I'm looking at the um the mailing label and the outside of the envelope so they all match.
[CUSTOMER][NEUTRAL] Uh, I, I mean, I can put this back in the mail today, but I just want to make sure because I don't want, uh, our employees coverage to be canceled for nonpayment.
[AGENT][NEUTRAL] Yeah, I understand that and you're fine. Um, I will make a note of this, that you will be putting it back in the mail. Um, I don't know why it come back. It's just strange, but
[AGENT][NEUTRAL] That is the correct email, I mean, address.
[CUSTOMER][NEUTRAL] Yeah, it was, yeah, it's certified mail, but I guess maybe whoever let me see who normally picks it, uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] American puppy from last month because normally I get the um certified, you know, thing back and it's signed by, oh I can't, [PII].
[AGENT][NEGATIVE] I couldn't answer that.
[CUSTOMER][NEUTRAL] But that was in, but that that was in, uh, that was when we sent it to [PII] to [PII]. I'm sorry, that was in December so this was actually our first mailing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] To this address we normally would send it to another address. Let me make sure this one here.
[AGENT][NEUTRAL] Right, in [PII] is not.
[AGENT][NEUTRAL] Gonna be where you'd send it anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I just want you if you just make a note of it that we did get it back in the mail. I'm gonna make a copy of the front and back of the envelopes for our records and I'll make a note that we're putting it back in the mail certified mail again today and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Y'all will see that it was sent to the right place from the beginning. Um, the other issue that we had was I sent an email.
[CUSTOMER][NEUTRAL] Back in um July of last year uh requesting some changes made to the contact information for um.
[CUSTOMER][NEUTRAL] Um, for the Southern University account number [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so the [PII] lady that was on the phone said that evidently the changes were not made.
[AGENT][NEUTRAL] And and I don't see where we.
[CUSTOMER][NEUTRAL] It will I received a um confirmation from American Public that you all had received it and let me see if anybody responded on that. Let me see.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's not what I want. Let me see.
[CUSTOMER][NEUTRAL] I just pulled it up now I gotta find it again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I think it's July I said July of last year. Let me see.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] [PII] and American public.
[CUSTOMER][NEUTRAL] OK, I sent this um.
[CUSTOMER][NEUTRAL] [PII] I received a confirmation from care team at [PII] stating that they had, you know, received the email and then somebody replied back on.
[CUSTOMER][NEUTRAL] I think uh [PII].
[AGENT][NEGATIVE] That's me. I don't know why I didn't get.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] What happened?
[CUSTOMER][NEUTRAL] You reply back on [PII].
[AGENT][NEGATIVE] I see it now. That's my bad.
[CUSTOMER][NEUTRAL] Yeah, and so uh we uh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I'm gonna get that taken care of as far. I, I do apologize.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I don't know what happened.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Please remove [PII] and [PII]. They're no longer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So I did put down on there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But you are the one that needs to be.
[AGENT][NEUTRAL] The main contact, right?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess I'm the one that contact if there's any issue in receiving the payments and in the deduction or anything, you know, I just wanna make sure because she is the HR director that she's informed on it.
[AGENT][NEUTRAL] You know what I did? You know what I did? And what I didn't do is I didn't take [PII] off. I did put down on there and everything. That's how, that's what it was. Um, so, uh, enrollment or the changes would be you, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, enrollment and stuff is.
[AGENT][NEUTRAL] Uh, we've got, we've got, we've got [PII].
[CUSTOMER][NEUTRAL] She, she used to remain on there she does all the enrollment. I'm the one that that does the payments and you know if something wrong with the amount I received, then I'll, you know, do research on I'm the one that sends the invoice payments in.
[AGENT][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] So yeah, leave her on there if you could just add uh.
[AGENT][NEUTRAL] Yeah. OK. Well, I'm just, what I'm gonna do is I'm gonna, I've got down on here. I'm gonna put you as a contact as well as far as.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Either or
[AGENT][NEUTRAL] And if when if she needs to see if that she would be the main one we call.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, that's the reason why I was asking.
[AGENT][NEUTRAL] On that because we've got her as the main contact and so if there's any payments, you know, anything with payment or what have you.
[AGENT][NEUTRAL] She would be the one that we would contact.
[AGENT][NEUTRAL] That's the reason why I wanted to make sure, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who needed to be main contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] I'm just put both of you on there. It's not, I mean, it's not a problem there.
[AGENT][NEUTRAL] So this way we could get either or.
[CUSTOMER][NEUTRAL] That that's fine because uh you have our email address so basic um.
[CUSTOMER][NEUTRAL] If, if a thumb email then I most likely would be the one that would do the research and follow up. It's done, uh, is probably just gonna forward it to me.
[AGENT][NEUTRAL] OK. That's fine. That's fine as long as we got that taken care of. As long as both of, you know, we've got both things. So that's, that's, that's not a problem. Um, and I do apologize. That's what I missed, just, just taking [PII] out of there. I do, I did change the information. I just didn't take [PII] out.
[CUSTOMER][NEUTRAL] Just uh mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the attention to.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] And so um that number that you have for for human resources, do you have my number and um.
[AGENT][NEUTRAL] I've got, well, we only got a spot for 11 in there.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] For that, I do have [PII]'s phone number. I've got that [PII]. So I did change all of that, like I said, I just didn't take [PII] the attention to that, that's not bad.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine, yeah.
[CUSTOMER][NEUTRAL] Mhm that's uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, just as long as we um.
[AGENT][POSITIVE] So, I do miss, I do apologize. I do apologize, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] That's quite all right. I am uh.
[AGENT][POSITIVE] But thank you for bringing that to my attention.
[CUSTOMER][NEUTRAL] No problem. I'm, I'm, uh, addressing this and putting it back in the mail, uh, this afternoon, so it probably the.
[AGENT][NEUTRAL] And I'm making a note.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] I'm gonna just stick the same I'm a little back in the uh so that they would see that it came back.
[CUSTOMER][POSITIVE] OK, I appreciate you. Thank you so much and I also, um, emailed Ms. [PII] just for her to have it as a record, uh, so that Miss [PII] would know that that we are, uh, yeah, that we're, um.
[AGENT][NEUTRAL] OK, that's fine, and she'll put it on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Doing what we needed to do to get everything taken care of.
[AGENT][NEUTRAL] All right. Well, it'd be double notated then. And Ms. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thanks mm.
[CUSTOMER][POSITIVE] I think that's it for right now. If I need to call back, I'll call back thank you so much, oh.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.