AccountId: 011433970860
ContactId: 8169d331-951c-40eb-b5e0-4780b8a870f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265429 ms
Total Talk Time (AGENT): 141963 ms
Total Talk Time (CUSTOMER): 79901 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/8169d331-951c-40eb-b5e0-4780b8a870f8_20250529T13:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, is this the uh billing department?
[AGENT][NEUTRAL] No, it is not. This is the care team. How can I help you though? I can possibly help you.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a broker.
[CUSTOMER][NEUTRAL] And I'm calling uh.
[AGENT][NEUTRAL] I'm sorry, [PII], what?
[AGENT][NEUTRAL] What was your last name?
[CUSTOMER][NEUTRAL] I'm calling regarding a past past past due premiums for one of my group. Can you help me with that?
[AGENT][NEUTRAL] OK, [PII], well, I can't, you're calling, you said you've received a past due notice um related to premium for a group.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can partially help you, [PII]. What I'm gonna have to do is to pull up the group's information, verify a couple of things.
[CUSTOMER][POSITIVE] Why not probably rather than just partial help why not just get me to the department that can help me fully.
[AGENT][NEUTRAL] Because there is a process in which I will need to verify some things with you related to the group before I can get you connected with someone who can help you with that payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your last name again?
[CUSTOMER][NEUTRAL] [PII] I'm the broker.
[AGENT][POSITIVE] Thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] The number I'm calling you [PII].
[AGENT][NEUTRAL] And the group number.
[CUSTOMER][NEUTRAL] 19658
[AGENT][NEUTRAL] OK thank you one moment while I get that group's information pulled up.
[AGENT][NEUTRAL] And [PII], first, if you could please verify the name of the group and your email address.
[CUSTOMER][NEUTRAL] The name of the group is uh Seagull uh.
[CUSTOMER][NEUTRAL] Institute for Clinical Research [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, so the, did it reference a specific month or an invoice number for the past due?
[CUSTOMER][NEUTRAL] I've got 3 dates.
[CUSTOMER][NEUTRAL] [PII], [PII], and [PII] past due.
[AGENT][NEUTRAL] OK, that was [PII], [PII], and [PII], is that correct?
[CUSTOMER][NEUTRAL] That's the dates I'm showing.
[AGENT][POSITIVE] OK alright well if you will give me just one moment, I will get you connected with one of the team members on the billing team and they will be able to help you with this. You're very welcome. Can I help you with anything else before I connect you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, nope.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, so one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling AG. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Good morning.
[CUSTOMER][POSITIVE] Hey girl, good morning. How are you?
[AGENT][POSITIVE] I'm all right. How are you today?
[CUSTOMER][POSITIVE] I enjoy, I enjoy.
[AGENT][NEUTRAL] Good. Well, I have a broker on the line with group number 19658.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Segal Institute for Clinical Research and this is [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The number he gave me as his callback, [PII] is [PII].
[AGENT][NEUTRAL] [PII]. And he's he's calling in regards to a notice that he received.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Related to past due invoices and he said it's for 3 days, 425, 59, and 523.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK doke. All right. Well then, I appreciate it. You too, [PII]. So here comes [PII]. All right. Bye-bye.
[CUSTOMER][POSITIVE] All right. I'll be glad to help you. Thank you, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right, thanks so much bye bye.