AccountId: 011433970860
ContactId: 7c27d124-615c-42c9-89f4-35e34ba50f9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 494279 ms
Total Talk Time (AGENT): 281546 ms
Total Talk Time (CUSTOMER): 169919 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/7c27d124-615c-42c9-89f4-35e34ba50f9c_20250410T21:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII], um, in the claims department. I have a, um, hello. I have a company owner on the line, Ms. [PII]. Um, I have a group number and our callback number. She said that she recently purchased the company and she just received a bill in the mail, um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] For the services that we provide.
[AGENT][NEUTRAL] All right, what's that group number?
[CUSTOMER][NEUTRAL] So could you further assist her?
[CUSTOMER][NEUTRAL] Uh yeah, the group number is 24985.
[AGENT][NEUTRAL] And what was that callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] All right. And you said her name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I guess I'm ready for whenever you are.
[CUSTOMER][NEUTRAL] OK, you're ready for?
[CUSTOMER][POSITIVE] OK, here she is. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi. Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] in the billing department. How are you today?
[CUSTOMER][POSITIVE] I'm doing OK. How are you?
[AGENT][POSITIVE] I'm doing well. I understand you have a question about an invoice that you received?
[CUSTOMER][NEUTRAL] Yes, so I just bought this company a little over a month ago and uh I received an invoice from uh APL, and I don't know what APL is exactly. um, can you kinda tell me what the policy that I have with for our company is and also I'm not on the policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Um, so APL is an insurance company and we offer um.
[AGENT][POSITIVE] Oh I apologize. I've never had to give this this this pitch before.
[CUSTOMER][NEUTRAL] Yeah, kind of weird, right?
[AGENT][NEUTRAL] I'm fairly new.
[AGENT][NEUTRAL] Um, we offer we expanded benefits, um, in some cases Medlink, which is uh a gap plan, um, life, and, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Disability and uh a few others off the top of my head. I apologize I cannot remember um however I will need to perhaps receive something from you uh via email showing that you've purchased because I would not be able to speak with anyone that we don't have on our in our system as a contact and give them any information on the about the company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, and I'm not in there as a contact?
[AGENT][NEUTRAL] Um, I do not.
[CUSTOMER][NEUTRAL] Right, I understand that. I'm not in there as a contact.
[AGENT][NEUTRAL] I don't see, but let me check one other place let's see here.
[CUSTOMER][NEUTRAL] OK, I'm assuming it shows [PII] as the contact?
[AGENT][NEUTRAL] That is who I have, yes, ma'am. Let's see.
[CUSTOMER][NEUTRAL] OK, so because yeah, we've changed most of them so.
[AGENT][NEUTRAL] I do have.
[AGENT][NEUTRAL] I do have you down as a um a user on the um online account system, it just says it's pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It's odd.
[CUSTOMER][NEUTRAL] Oh, so I thought, yeah, I got a million. This has been a long process, a million things coming through, um, and I do not, I just don't see anything from APL in my email, but it doesn't mean it didn't come.
[AGENT][POSITIVE] Oh, I'm so sorry.
[AGENT][NEUTRAL] Um, would you verify your email address for me?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] All right, what's the right email address. Let's see here.
[AGENT][NEUTRAL] Well, it doesn't say anything it just says, it says it's active, so, um, since I have you in here on that side of things I can, I can definitely give you information. So, um, in this case, the product that we're offering this group, which is Mr. Auto Glass, um, Medlink, which is a gap plan we have, um, 7 employees on there and um.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] If you would, uh, if you could uh send an email that would give us your current information, um.
[AGENT][NEUTRAL] So we can change the contact in the system.
[AGENT][NEUTRAL] Uh, it's not the online service center but in our system here that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get that all updated and whatnot just you know put in there that you purchased the company and um Mr. [PII]'s name and all that good stuff um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and you said you did the invoice. It's gonna be to care Team C A R E T E A M.
[CUSTOMER][NEUTRAL] Who do I send that to?
[AGENT][NEUTRAL] At [PII] Apublic.com.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] And just let them know, you know, the basics you bought it and you need to get your information changed over and the address I, I would assume is still the same.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, was there anything else other than the type of plan that it was? It looks like we have everything paid up to date.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Oh wait, I apologize.
[CUSTOMER][NEGATIVE] Is it on, so I guess I have a couple of questions. Like first is [PII] because on my bill it doesn't show him as being covered anymore, which he shouldn't because he no longer works for the company and doesn't own it, and I just wanna verify that he's not covered and that I'm not paying for him.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here, he is the contact, but I'm looking at, and I apologize I spoke too soon, the March and April invoices are still open. Let's see, Mr. [PII] is not on the the group, no ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and next is this on auto pay or do I have to go in and pay it?
[AGENT][NEUTRAL] Uh, we currently don't have it. Well, they're working on an auto pay which this group is with Mr. [PII], so he is a part of the National Agency Solutions which is a broker that um.
[AGENT][NEUTRAL] The insurance is going through to come to us and they have been offered the opportunity to kind of test it out so if you would like to be set on auto pay, you can send an email to that same address um email address asking to be set up on auto pay but um it's truly not available until June but we can get it started it's just not something that we're broadcasting at the moment because they're testing it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But other than that, the online service center will be where you would wanna go to schedule um an EFT that would um essentially pay it online.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] OK, got you. And um is there, do I have to wait for an enrollment period to have my husband and myself put on this?
[AGENT][NEUTRAL] Um, have you been with the company or?
[AGENT][NEUTRAL] Did you just um like
[CUSTOMER][NEUTRAL] We bought it February. I, OK, so I think I know who I know the guy who sells this. This is the gap insurance. So actually I know who I can talk to who can answer all this, and he told me I do have to have it for two full months before I can join. So, um, [PII] I'll be able to join, OK.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Oh yeah, it's probably the waiting period. Let's see here, uh.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] OK great I will send an email so you guys have that information and I think that's all I need for now. I appreciate your help with this.
[AGENT][NEUTRAL] No problem and that email address um that you have on the online service center is that an OK email to send to you send something to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna send you a user guide for the online service center anything that you uh are able to do in there that should help guide you through it. You're always more than welcome to give us a call if you have any questions or issues, but I just thought I'd send that to you in case you wanted to browse through it to see all of the available options.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Mm bye bye.