AccountId: 011433970860
ContactId: 753e55bf-6bae-4835-b63f-b0f04a8da846
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572440 ms
Total Talk Time (AGENT): 159672 ms
Total Talk Time (CUSTOMER): 200798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/753e55bf-6bae-4835-b63f-b0f04a8da846_20250319T20:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], she the way Lafitte Fire Department in uh [PII]. I was calling. I just received the, uh, an email about that, uh, my premium wasn't paid in February. Can you take a look at that and see, ma'am?
[AGENT][POSITIVE] Yes, I can definitely check on it for you.
[CUSTOMER][NEUTRAL] What's going on in you if you can.
[CUSTOMER][POSITIVE] Sure thing. Thank you.
[AGENT][NEUTRAL] You're welcome. And I didn't catch your name. Can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] My name is [PII] Last name [PII], I'm with De Lafite Barrataria Crown Point Fire Department.
[AGENT][POSITIVE] Thank you. May I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, sure thing. Uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Whoa, that's what I'm looking for the paper. I didn't look at the box, uh.
[AGENT][NEUTRAL] What do you see there? Do you see like a group number? Do you have an invoice number?
[CUSTOMER][NEUTRAL] About the invoice number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the invoice number?
[CUSTOMER][NEUTRAL] OK. It's 0000.
[CUSTOMER][NEUTRAL] 638
[CUSTOMER][NEUTRAL] 3116.
[AGENT][NEUTRAL] OK. And do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Oh, no, thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm mm. I want to do this.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Hey, yes ma'am.
[AGENT][POSITIVE] Hey, thank you so much for holding. I apologize for that wait. So I have the group here. Now, are you saying your, your individual policy, something wasn't paid or something with the group?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Did did they send me you guys send outstanding invoice 25883.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it said outstanding invoice and I'm like, whoa, I thought I paid this, but I get this paperwork, they said I was $1370.11.
[CUSTOMER][NEUTRAL] And I'm like, whoa, I don't remember that, but.
[CUSTOMER][NEUTRAL] Usually when I get the invoice, I print it out in the mail it. So I don't have my February books with me at the bookkeeper.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can't guarantee, so I don't know, I'm really confused. Does your records show it was paid in February or not?
[AGENT][NEUTRAL] Well, let me, so I was just trying to figure out if you wanted me to look under your, like your individual policy or look for the group as a whole. So you're talking about the group, yes. So let me go under the group because I was going, I thought you meant something like for you specifically.
[CUSTOMER][NEUTRAL] So that's a.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh no, no, it's ma'am, thank you.
[AGENT][NEUTRAL] And um let's, you're welcome. And let's go ahead and verify the group since um I have it on your screen. Um, you already gave me the name. Can you just verify the mailing address and the phone number and your email address?
[CUSTOMER][NEUTRAL] Yeah, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Then our phone number is [PII].
[CUSTOMER][NEUTRAL] [PII] for the department.
[AGENT][NEUTRAL] All right, and then just your email address.
[CUSTOMER][NEUTRAL] Oh, my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um do you mind if I place you on just a brief hold while I take a look at the bills?
[CUSTOMER][NEUTRAL] No, no, thank you. That's great. Yeah, I would just wanna get to the bottom, see what I owe, uh, well, if you find the invoice and send them, tell me how willing to pay. It's just, I just 5 minutes ago.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I mean, that just looks like it's.
[AGENT][NEUTRAL] I don't see anything outside of that August, but that's not affecting us.
[AGENT][NEUTRAL] Yeah, that's the only other one, but that.
[AGENT][NEGATIVE] I don't have nothing to do with that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And I have this.
[AGENT][NEUTRAL] I'm calling group villa.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Are we allowed to call that just claim.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, can you take a look at this with me? I might not have to transfer. I just, I'm confused.
[CUSTOMER][NEUTRAL] Yeah, no problem. Is it a group or a policy?
[AGENT][NEUTRAL] Group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 258-883.
[CUSTOMER][NEUTRAL] Alright, what's going on with it?
[AGENT][NEUTRAL] So, we're talking to the, the group admin, so he's asking why the bill is 1370 and if he owed another bill, but I don't, I don't see anything. I just see that's the bill for this month for um January, is that right?
[CUSTOMER][NEUTRAL] Oh, let's see I'm saying though.
[CUSTOMER][NEUTRAL] 1370 for February.
[CUSTOMER][NEUTRAL] Yeah, he owes for February, but um if you want, you can transfer him and I can explain it if you'd like.
[AGENT][NEUTRAL] Can I listen
[CUSTOMER][POSITIVE] Yeah, yeah, you can if you wanna just join the club.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey this is he.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I actually called over to group billing to get um more assistance on the billing. So I have [PII] on the line and she's going to be assisting us further, OK?
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] Hey, doing great. Just trying to get up ahead of this. I was like I don't have my February books with me. They're at the bookkeeper, but I.