AccountId: 011433970860
ContactId: 84003464-aaa1-4b91-abf1-9310797d8901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563479 ms
Total Talk Time (AGENT): 182922 ms
Total Talk Time (CUSTOMER): 235746 ms
Interruptions: 2
Overall Sentiment: AGENT=2.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/84003464-aaa1-4b91-abf1-9310797d8901_20250130T19:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Sana's Health Corp, where one of your of your clients.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I have a quick question. I just received before I give you a group number. I just received an email from APL that, um, going forward to send our our payments to a new address, which is a PO box.
[CUSTOMER][NEUTRAL] Um, I'm not sure if this is, uh, coming from you guys or if it's just a spam. Can you verify this information for me?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That is in fact the new um address to send payments to. That's our new banking information.
[CUSTOMER][NEUTRAL] I see, let me just check something really quickly hold on a minute because I wanna see the address that we had before because I don't think we could um.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I don't think we can send checks to PO boxes because we pay through our online banking.
[CUSTOMER][NEUTRAL] I just want to see the one that you had before, just bear with me for a second, OK?
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I'm just gonna verify with the bank really quickly just to see where I was sending it before unless you guys have like a um.
[CUSTOMER][NEUTRAL] Not a PO box not a PO box, but um.
[CUSTOMER][NEUTRAL] Hold on a minute, you OK?
[CUSTOMER][NEUTRAL] Or if you want you can always um debit our accounts we can do um.
[CUSTOMER][NEUTRAL] American
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] So there's no automatic withdrawal you can do um on our portal.
[AGENT][NEUTRAL] There is, you can pay online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With electronic transfer.
[CUSTOMER][NEUTRAL] Oh, I did have a PO box before. I didn't know that.
[CUSTOMER][NEUTRAL] Yes, because I was always told by the bank that we can send.
[CUSTOMER][NEUTRAL] Um, they can send checks to a PO box and it always has to have a physical address, but it says the [PII].
[CUSTOMER][NEUTRAL] That's the one I had before I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American public life is that I'm looking at that, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess, yeah.
[AGENT][NEUTRAL] So that does need to be updated.
[CUSTOMER][NEUTRAL] No, yes, um, let me ask you, is that the one that's on the actual bill, right? It's the one that's on the email?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] It's a PO box.
[CUSTOMER][NEUTRAL] OK, [PII], then [PII] [PII], that's the one, right?
[AGENT][POSITIVE] Mhm. That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'll just make it. I didn't know. I swear to God I thought it was just um.
[CUSTOMER][NEUTRAL] I'm like I gotta call them so they can give me a physical address because I don't think I can send to your box. I guess I could. OK, you wanna you wanna check my account just to make sure that you got the last payment?
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] Good deal.
[AGENT][NEUTRAL] I can do that for you, [PII]. What's the group number?
[CUSTOMER][NEUTRAL] The group number or the invoice.
[AGENT][NEUTRAL] Group number, please.
[CUSTOMER][NEUTRAL] OK, 22721?
[AGENT][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the address for the group if you don't mind?
[CUSTOMER][NEUTRAL] Oh yes, [PII].
[AGENT][POSITIVE] Thank you. And what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yeah, I was just checking um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To see if we had, I know you're not listed under the group name and number, but the group contact but I see you do have the account online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me just one second. I'm gonna check that to make sure we received that payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I was sitting there singing that too.
[CUSTOMER][POSITIVE] Oh, I love that station. I can listen to the station during night.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] I'm getting everything pulled up. It's just taking a minute. I apologize.
[CUSTOMER][NEUTRAL] Yeah, no, it's OK. I do have a check number. I just don't know if it was clear.
[AGENT][NEUTRAL] Yeah, it's, it may just be that we've not received it yet. I'm not showing that we have.
[CUSTOMER][NEUTRAL] You see, now I'm afraid because of the address.
[AGENT][NEUTRAL] And that was the invoice 63799909?
[CUSTOMER][NEUTRAL] 63637-7323.
[AGENT][NEUTRAL] Let me look at this another way. Hang on just a second, I apologize.
[CUSTOMER][NEUTRAL] Mhm, it's OK.
[AGENT][POSITIVE] I appreciate your patience.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] mean
[CUSTOMER][NEUTRAL] Changing now
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It did go to the old address, so I, I hope you guys got this payment.
[AGENT][NEUTRAL] You know what, yeah, you know what, [PII], let me get you to our billing department and let us check that further, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. But now I'm glad that I confirmed with you that I have to change the address that's.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] That was important, OK.
[AGENT][POSITIVE] Alright, thank you. One moment please. Oh, my pleasure. You too. One moment.
[CUSTOMER][POSITIVE] Thank you so much. Have a good one.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing well how are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. I have group number 22721.
[CUSTOMER][NEUTRAL] 22721.
[AGENT][NEUTRAL] Sanders Health Corporation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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 to make sure it was legit and 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, and I only show one in GRMA I am checking. I only show.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One, entry.
[AGENT][NEUTRAL] And I said they go back for a while.
[AGENT][NEUTRAL] Their invoices back to 23. So can you help her?
[CUSTOMER][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, no problem.
[AGENT][NEUTRAL] So I wonder why it's not showing in GRMAI.
[CUSTOMER][NEUTRAL] Let me see what.
[CUSTOMER][NEUTRAL] And my
[AGENT][NEUTRAL] I only showed the February.
[CUSTOMER][POSITIVE] Yeah, I'm able to see all of the invoices.
[AGENT][NEUTRAL] Really?
[CUSTOMER][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.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK, yeah, that's no, it's no problem at all. And you said her study, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, yeah, you can send her over.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. You have a lovely afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] [PII], thank you for your patience. I have [PII] in our billing department. She's checking on those, uh, payments received for you.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] You're very welcome. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing?