AccountId: 011433970860
ContactId: 8996cf2a-fa62-4a1e-ba88-a9ffc9f5b2b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240130 ms
Total Talk Time (AGENT): 109435 ms
Total Talk Time (CUSTOMER): 94387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/8996cf2a-fa62-4a1e-ba88-a9ffc9f5b2b5_20250127T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I just got a notification from collections regarding uh a past due bill.
[CUSTOMER][NEUTRAL] But we have been on ACH since October so I, I need to understand.
[AGENT][NEUTRAL] OK, I can help you with your past due notice. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. Now, Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Is that the group number?
[AGENT][NEUTRAL] No, ma'am, it might say inpatient cert number or outpatient cert number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Certification number?
[CUSTOMER][NEUTRAL] I'll have to find an invoice. Can you give me one second, please?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry because it's in different it's in.
[AGENT][NEUTRAL] Are you with a group? are you with a group or are, oh, OK, so are you're calling for the whole group itself, is that correct Ms. [PII], or you're calling for an individual policy for yourself?
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] No, I'm calling because we have a group policy that's been on ACH payment and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] We just received a notice that it's past due which is impossible if it was on ACH so um I did respond to them just to say.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent them actually the email confirming the ACH and asking hold on I'm gonna open this notice and see if it's on that because it would be quicker.
[AGENT][NEUTRAL] Yes, ma'am. Um, in this case, I would need your group number. Yes, ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, regarding.
[CUSTOMER][NEUTRAL] OK, so the group number is 18872.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] We just, we put everything on ACH so that this wouldn't happen so I need to understand.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], what I'm gonna do is I'm gonna go ahead and transfer you on over to group billing because they can help you further with assisting you about your letter that you received and I'm gonna let them know why you're calling um just real quick before I transfer you on over, can you give me your um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate that so it's gonna be a brief hold and I'm gonna transfer you over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] again. I've got, um, hi, I've got Ms. [PII] on the phone. She is the contact person for group number 18872.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And she's calling because she received a past due notice and she said that's impossible because they're set up on ACH.
[CUSTOMER][NEUTRAL] Oh, we don't do that.
[AGENT][NEUTRAL] So she is calling to, to talk to somebody about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, but she's on my, she's one of my group, so I'll be more than happy to help her.
[AGENT][POSITIVE] OK, thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] Thanks so. Yes, ma'am.
[AGENT][NEUTRAL] Bye-bye.