AccountId: 011433970860
ContactId: 76e4a5dd-4017-4f35-9402-e07eb87fa637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297279 ms
Total Talk Time (AGENT): 135374 ms
Total Talk Time (CUSTOMER): 125810 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/76e4a5dd-4017-4f35-9402-e07eb87fa637_20250110T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi sorry, it's [PII]. How are you?
[AGENT][POSITIVE] Hi, Miss [PII], I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] OK. I got a letter from [PII] and my client received that they were late on their payment, I suppose, so he sent it in. I just wanna make sure you have it. They scheduled the payment on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, would you know if I gave you?
[AGENT][NEUTRAL] OK, Ms. [PII]
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, I can, I can.
[AGENT][NEUTRAL] I can uh look at it and if it's not something that I can see myself I'll make sure that we get the correct people that can um Mr. [PII], can you give me your group number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is uh um do I know it by heart? Yeah, I know it by heart. Hold on. The group number is 22996.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and are you with the group or or are you an agent?
[CUSTOMER][NEUTRAL] I'm the I'm the agent, yeah, I'm the agent and I think he sent it in because [PII] sent it and then he sent a copy that he sent in. I just wanna make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I understand.
[CUSTOMER][NEUTRAL] They schedule the payment, yeah.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] OK. All right, let me get it pulled up and we'll look and see if I can see anything. Do you know the um insured's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, looks like he
[CUSTOMER][NEUTRAL] Policy number? I know the group number. Let me look and see. Let me see if there's another number, uh, the.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I have just outstanding invoice. I usually use 22996. That's what I use all the time, but let me go on to the bill. Let me, let me just, let me look.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Because like I know he sent it. I now this is now, this is just outstanding 22996, that's all there is. They're not telling me anything else.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and um transfer you on over to group billing because they'll be able to see things that I can't but before I transfer you, can you just give me the physical address for the group or even your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] I can give you Doctor [PII]. It doesn't matter. It doesn't matter. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At um
[CUSTOMER][NEUTRAL] Where's his email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate it so much for you verifying that information. It's gonna you're very welcome. And what's the insured's name?
[CUSTOMER][POSITIVE] No problem, thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's it, that's the owner. The name of the group is Latino Salud.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, OK, thank you. I've got the group pulled up. I'm gonna go ahead and transfer you now to group so they can further assist you, Miss [PII]. I hope you have a wonderful weekend. You're welcome. Thanks for calling APL. Mm, alright, bye bye, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You too. Thank you very much.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got, um, Miss, hey, I've got Miss [PII] on the phone, [PII] on the phone. I've already verified her. She's an agent for group 22996.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Latino
[AGENT][NEUTRAL] [PII] she is calling about the owner [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said his uh.
[AGENT][NEUTRAL] Policy was lapsed, but she wants to make sure that it's active now because he sent in payment.
[CUSTOMER][POSITIVE] OK. OK, I can help her with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and her callback number is the one that's showing up.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] OK. All right. Thank you, [PII].
[CUSTOMER][POSITIVE] You can go ahead and put her through. Thank you. mhm.
[AGENT][NEUTRAL] Um