AccountId: 011433970860
ContactId: 85acfa70-9570-47ea-9f7c-e42e7f9658b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364790 ms
Total Talk Time (AGENT): 153335 ms
Total Talk Time (CUSTOMER): 196697 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/85acfa70-9570-47ea-9f7c-e42e7f9658b6_20250110T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I got, um, Miss, hey, I've got Miss [PII] on the phone, [PII] on the phone. I've already verified her. She's an agent for group 22996.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, Latino Salud, she is calling about the owner [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She said his uh
[CUSTOMER][NEUTRAL] Policy was lapsed, but she wants to make sure that it's active now because he sent in payment.
[AGENT][POSITIVE] OK. OK, I can help her with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and her callback number is the one that's showing up.
[AGENT][NEUTRAL] OK, I got it.
[CUSTOMER][POSITIVE] OK. All right, thank you, [PII].
[AGENT][POSITIVE] You can go ahead and put her through thank you mhm.
[CUSTOMER][NEUTRAL] Um fires that are occurring.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. I'm just following up. My client was late on his bill. He sent over to uh Amber that they paid it. I just wanna make sure that you have it. They paid, they sent it on [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And um but she said that she sent a letter out that it wasn't paid, they must have missed it, yeah.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that. Let me see.
[CUSTOMER][NEUTRAL] Just wanna make sure you have it, yeah. He wrote, hello [PII], thanks for alerting us. Not sure how it happened, but I did see that we skipped the month of November payment just sent.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK, so let me take a look. We just got a payment, um, it looks like we received it on the [PII]. Let me open it up real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like the looks like the [PII]. That's weird.
[AGENT][NEUTRAL] OK, it might be another check. Let me look, yeah, because that one, that one applied to January, so let me look.
[CUSTOMER][NEUTRAL] Maybe he's
[CUSTOMER][NEUTRAL] Yeah, could have been.
[CUSTOMER][NEUTRAL] What's his premium, 3600? I suppose that's what it is every month.
[AGENT][NEUTRAL] Um, yes, 36, 60 and 25 cents. Um, well, that's for November, so let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Actually I do notice da da da da.
[AGENT][NEUTRAL] Um, OK, so I don't see, um, another payment. It looks like we got one on.
[AGENT][NEUTRAL] Let's see the [PII] and let me see when it was dated, uh, because it applied to January.
[CUSTOMER][NEUTRAL] I can send you this.
[CUSTOMER][NEUTRAL] I can send you this email over. You'll see that the check number and everything. I can do that right now forward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me, um.
[CUSTOMER][NEUTRAL] Let me take this down. What's your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We below payment.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, let me send this to you right now. I got da da da. Yeah, I can send this whole thing to you. OK, what's your email?
[AGENT][NEUTRAL] OK, do you need my email? I can give you my email.
[AGENT][NEUTRAL] It is my first name, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me just make sure I got it right, [PII].
[AGENT][NEUTRAL] [PII], just make sure there's an [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Ah, that's right, I messed it up.
[CUSTOMER][NEGATIVE] I messed it up. That's why you said make sure, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Hold on, that's OK, that's good, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, it's coming to you right now. Yeah, it will show the payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yeah, we scheduled the payment. There's a note I'm sending you the note that he wrote, the payment picture, and the letter that he got from [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do you want to tell me if you received it or no?
[AGENT][NEUTRAL] Yeah, I'm checking, um, let me refresh.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII], I have to call you back. I'm on the other line.
[CUSTOMER][NEUTRAL] OK. I'll call you back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hadn't come through yet.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yeah, cause he just sent it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yesterday, No, sent sent on [PII], yeah.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] OK, let me see. OK, so that.
[AGENT][NEUTRAL] Let's see on the transaction. OK, so it's probably um.
[AGENT][NEUTRAL] Probably that we just haven't gotten it. Yeah. Um, I will notate that.
[CUSTOMER][NEUTRAL] It's just gonna go through now, yeah.
[CUSTOMER][NEUTRAL] OK, no problem. So at least I'm notifying you, so you know.
[AGENT][NEUTRAL] Yes, of course. I will notate that and I will, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Upload this so that we'll have this for our records and we should be receiving that um you know soon um and we'll get that applied but yes I will notate um everything just so that if anybody else looks at it you know they'll know that it's on the way and that we've got proof you know that it's uploaded, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] All right, thanks so much. Have a good day. Thank you. OK.
[AGENT][POSITIVE] All right. No problem, [PII]. Thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] You too, honey. OK, bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.