AccountId: 011433970860
ContactId: 7f357680-0b29-486c-8642-c97387c6252c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287899 ms
Total Talk Time (AGENT): 132060 ms
Total Talk Time (CUSTOMER): 127448 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/7f357680-0b29-486c-8642-c97387c6252c_20250411T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm, I work for [PII]'s office and I'm calling on behalf of one of our groups. Uh, let me get you the group number. Hold on one second for me. I walked away from my computer.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] It's group number 24327.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I do apologize when you first said your name. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, perfect. Thank you. I thought, I thought that's what you said, but you kind of cut out, cut out, so I wasn't sure. All righty, [PII], I have Florida City Dental.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And would you be able to verify the phone number we should have for the group?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you. And one more piece of information, would you be able to verify either the contact person or the email?
[CUSTOMER][NEUTRAL] Contact person is [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. Well, we've got [PII].
[AGENT][NEUTRAL] Is that the same person?
[CUSTOMER][NEUTRAL] Yeah, oh yeah, OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] OK. All right, perfect, [PII], thank you. And what's a good callback number just in case me and you get get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, [PII]. And what can I help you with today?
[CUSTOMER][NEUTRAL] So back in January, I sent APL, uh, an enrollment form for a new employee, and she was actually enrolled, and her name was uh [PII].
[CUSTOMER][NEUTRAL] But I guess the group.
[CUSTOMER][NEGATIVE] Hasn't been paying her premiums. They were notified. Um, we got an email from [PII]. We emailed, sent the email to the group, so they haven't paid a premium, so I guess APL canceled her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She's having surgery on Monday and needs to be reinstated. How can we make this happen? She's freaking out. She has to contact her doctor's office before [PII] today to confirm she has the gap insurance.
[CUSTOMER][NEUTRAL] Um, I don't know what to, what to tell her or how to help her.
[AGENT][NEUTRAL] OK, well we can definitely help her or help help the group out um so yeah I do see that the policy was issued and on the March invoice it was sub billed for January, February and March and it doesn't look like um we received any payment for it so yes once um it got billed on the April bill and the group did not pay it, it did in fact uh get lapsed.
[AGENT][NEUTRAL] Um, so with all of that being said, in order to get this policy reactivated, the group would need to call and pay all the back premium to catch her up with the rest of the group with a debit card or credit card, if that's possible. Um, that would be the only way that it can be reactivated and would be the only way I think the claims and benefits department will be able to give any kind of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, information out we would, we would need that that premium.
[CUSTOMER][NEUTRAL] OK, and it's 353 if my math is correct, right? Do you know?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 353 even, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh look, sometimes my brain works, sometimes it doesn't. Today it did good.
[AGENT][NEUTRAL] Oh, I have to use my calculator. I definitely didn't do that off the top of my head.
[CUSTOMER][NEUTRAL] Oh no, no, no, I did not do it off the top of my head. I did it with the calculator, but I just wanna make sure I, I always had the right numbers, OK.
[AGENT][NEUTRAL] Yes, ma'am. Your math is mapping.
[CUSTOMER][NEUTRAL] Let me call
[CUSTOMER][NEUTRAL] Yes, thank you and this would be the number they will call or is there a direct line to billing that they should call to make this payment?
[AGENT][NEUTRAL] Um, they wouldn't, um, I can't remember what the prompt says as far as the number to get to the group billing, but they would need to get to group billing and then we'd be able to take that debit card or credit card payment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Group building, OK.
[CUSTOMER][POSITIVE] You got it. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, that's all I need. Thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I