AccountId: 011433970860
ContactId: 8f276588-b91e-4bff-8552-1f7356456e6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498950 ms
Total Talk Time (AGENT): 124178 ms
Total Talk Time (CUSTOMER): 138194 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8f276588-b91e-4bff-8552-1f7356456e6a_20250203T18:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Clinic of North Texas.
[CUSTOMER][NEUTRAL] And I have
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] I have invoice number 0006380647.
[AGENT][NEUTRAL] Give me that invoice number again.
[CUSTOMER][NEUTRAL] 000
[CUSTOMER][NEUTRAL] 638-064-7
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] 26088.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected also?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Clinics in [PII].
[AGENT][NEUTRAL] OK, can you verify the, the mailing address and the phone number at that location, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I don't know what phone number we gave you [PII].
[AGENT][NEUTRAL] It's actually the one that, it's actually the one that you gave me, um, and
[CUSTOMER][NEUTRAL] OK, I'm like I don't know which one we gave you.
[AGENT][NEUTRAL] And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Are you wanting to make a payment?
[CUSTOMER][NEUTRAL] No, um, I have a question. [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's not on the invoice, but she did apply for short term disability um so I'm assuming that's why she's not on the invoice but she's at work.
[AGENT][NEUTRAL] What's your first name, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I'm gonna have
[AGENT][NEUTRAL] And when did she become effective?
[CUSTOMER][NEUTRAL] Uh, when did she come back to work? Or when did she get on the plan?
[AGENT][NEUTRAL] Oh she's OK, she, she was out on disabilities is what you're saying, OK, so she's been on the policy for.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, she's been 2024 when she went after mhm mhm.
[AGENT][NEUTRAL] In OK, since 11 of 24? Got it.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] And what month is on that invoice that you have?
[CUSTOMER][POSITIVE] This is decent, well.
[AGENT][NEUTRAL] December
[CUSTOMER][NEUTRAL] It's December's invoice but says January on it.
[AGENT][NEUTRAL] OK. Give me one sec.
[CUSTOMER][NEGATIVE] Premium period, I lie. Maybe this January, I lied January, I'm sorry. Premium period January.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I'm behind in my head on time.
[AGENT][NEUTRAL] We're already in on February.
[CUSTOMER][POSITIVE] On time paying.
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm looking at the invoice here.
[AGENT][NEUTRAL] Because your policy is still active.
[CUSTOMER][NEUTRAL] Yeah, for some reason she wasn't on it, so I was assuming because she was on.
[CUSTOMER][NEUTRAL] I mean she applied for short term disability.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] A few more minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna reach out.
[AGENT][NEUTRAL] Um, give me one second. I'm gonna let you speak with, I don't see her on the, the, the, the January invoice either. Let me see how long she, yeah.
[CUSTOMER][NEUTRAL] That's the one, yeah.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] And that's the thing she's already back at work.
[AGENT][NEUTRAL] When did she return?
[CUSTOMER][NEUTRAL] January the.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] 9th is when she returned to work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she wasn't out very long.
[AGENT][NEUTRAL] Mm mm, she wasn't. OK, give me one second. I'm gonna transfer you over to group billing, OK? Because I don't know why she is, she's showing active, so let's see what's going on. Give me a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Can you hear me, [PII]?
[CUSTOMER][NEUTRAL] Hi, I can hear you now.
[AGENT][NEUTRAL] OK. This is [PII] in the care team. I have a group admin on the phone. Her name is [PII].
[AGENT][NEUTRAL] And she's calling regarding group number 260026088.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, clinics of North Texas.
[CUSTOMER][NEUTRAL] All right. And what is she?
[AGENT][NEUTRAL] And it's actually a certain employee that she's inquiring about under policy number 244.
[AGENT][NEUTRAL] 3831.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh huh, she said that this uh employee is not on the January invoice.
[AGENT][NEUTRAL] I see you're active in my and I'm looking at the invoices.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh yeah, I was gonna say it's because she's on a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But if um I guess I can talk to her, but depending on what she's asking to um I might have.
[AGENT][NEUTRAL] She was wanting to know why she didn't appear on the invoice, the January invoice.
[CUSTOMER][NEUTRAL] OK, yeah, I'll, I'll tell her, um, uh, that it's about a claim, but if she wants to know more then I'll, uh, see if I need to transfer a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and she, she has since returned to work so the employee so I'll let you explain that to her here she comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.