AccountId: 011433970860
ContactId: 7d183fdb-14f9-4ae5-b392-5ef427032c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251479 ms
Total Talk Time (AGENT): 106013 ms
Total Talk Time (CUSTOMER): 123377 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/7d183fdb-14f9-4ae5-b392-5ef427032c30_20250130T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] care team. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. I have group number 22721.
[AGENT][NEUTRAL] 22721.
[CUSTOMER][NEUTRAL] Sanders Health Corporation.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have [PII] on the line. She does have the active that she's in the OSC, and she was calling. She received that email or letter regarding updating the banking information. She called just to make sure it was legit. I did in fact tell her that and she's asking them because the payments have been going to that old address, she wants to make sure that we received payments.
[CUSTOMER][NEUTRAL] And I only show one in GRMA. I am checking. I only show.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One, entry.
[CUSTOMER][NEUTRAL] And I said they go back for a while.
[CUSTOMER][NEUTRAL] Their invoices back to 23, so can you help her?
[AGENT][POSITIVE] Yeah, I can help her. They are paid current, um, like I can see in the OSC all of their invoices. The only invoice that I do is February, but I'll, I'll talk to her. It's no problem.
[CUSTOMER][NEUTRAL] So I wonder why it's not showing in GRMAI.
[AGENT][NEUTRAL] Let me see what.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I only showed the February.
[AGENT][POSITIVE] Yeah, I'm able to see all of their invoices.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] That's so weird because I've noticed that sometimes like the customer service and the care team can't see like what we can see in billing, so I wonder if maybe it's like an access thing or something.
[CUSTOMER][NEUTRAL] Maybe it is, but she does want because she's has been sending it to the old so she does want to make sure we've received them if you don't mind assisting her.
[AGENT][NEUTRAL] OK, yeah, no, it's no problem at all, and you said her name is [PII], right?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, yeah you can send her over.
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Let me get her on the line. You have a lovely afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] in our billing department she's checking on those uh payments received for you. Perfect, thank you. You're very welcome have a great afternoon. You too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][POSITIVE] I'm doing well, so I understand.
[CUSTOMER][NEUTRAL] Hi [PII]
[AGENT][NEUTRAL] Hi, so I understand that you just had some questions about the letter you received about updating your banking information and you just wanted to make sure that we've been getting your payments. Is that correct?
[CUSTOMER][NEUTRAL] Yes, tell me.
[CUSTOMER][NEUTRAL] Yes, I, I do see that it's clear, but I, I need to make sure you guys are the ones who got it and, and you cleared it, you know?
[AGENT][NEUTRAL] Yeah, yeah, we, we have been receiving your payments um you guys are, um, paid current up to February, so I'm showing the only invoice that you guys have open is the February invoice, um, but you, yeah, we've been receiving your payments and you guys are up to date.
[AGENT][NEUTRAL] Um, that was just sent to, um, any groups that we received like recent checks or ACHs to our old address. We were just letting them know to update it to our new um bank, which is the Bank of Oklahoma instead of the Regions, or if you mail a check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To make sure you're using the new PO box and stuff that's all that was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. No, when I saw that I got that email and I let me see if this is a spam or if this is really real. Let me call them first. So then I am gonna change the address to the one that it's on the bill, which is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, so it, yeah, were you using an old our old one before?
[CUSTOMER][NEUTRAL] And then it, OK.
[CUSTOMER][NEUTRAL] Yeah, the one that says 1613.
[AGENT][NEUTRAL] OK, yeah, yeah, just make sure you update that and that's all that was about.
[CUSTOMER][POSITIVE] OK perfect I'll do it right away. Thank you so much, [PII]. That's all I needed to know.
[AGENT][POSITIVE] Alright, you have a great rest of your day, [PII] pleasure.
[CUSTOMER][POSITIVE] OK. You too. Have a good one. Bye bye.
[AGENT][NEUTRAL] Bye.