AccountId: 011433970860
ContactId: 955a3aa3-235c-4e6b-a614-289974d33177
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358369 ms
Total Talk Time (AGENT): 160980 ms
Total Talk Time (CUSTOMER): 158929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/955a3aa3-235c-4e6b-a614-289974d33177_20250408T18:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] at Gordon Cooper Technology Center and I just called a few minutes ago. I don't know if you're the same lady that I just talked to um.
[CUSTOMER][NEUTRAL] I have some checks here. I have an employee that we send in a policy for and I have some checks that are saying that they were not cashed um from last year and she was helping me with that and we couldn't find them but I happened to find that it was in June um I got the statement here and it says [PII] and it has these check numbers uh that they were sent in but um so I was wondering if you could help me and see if they have been cashed or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we can take a look at that. Um, I was not who you were talking to, so I'm very sorry you might have to bring me up to speed on some of this. That's all right. Um, [PII], if you dined first, um, OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure, sure.
[CUSTOMER][NEUTRAL] Yes, you bet it is [PII].
[AGENT][NEUTRAL] Thank you. OK, and are you the admin uh for the group?
[CUSTOMER][NEUTRAL] Uh, well, I do payroll so I send I take care of it so I'm not sure if I'm the admin or.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, no worries. Do you have that group number?
[CUSTOMER][NEUTRAL] Sure, it is 2229.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Uh, you said 405. I used to live out in [PII], so as soon as you said [PII], I was like, wait.
[CUSTOMER][NEUTRAL] Yes, yeah, that's where we're at.
[AGENT][POSITIVE] Very familiar with y'all. OK. Oh yeah, you are who we have as the contact. Awesome. Let's see if you would, uh, can you please verify the address for the business please?
[CUSTOMER][NEUTRAL] Sure, it is um [PII], and it's [PII].
[AGENT][POSITIVE] Awesome. OK. Thank you so much, [PII]. All righty. Give me just a moment. I'm gonna try to pull this up and see if.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I can find out what's going on.
[CUSTOMER][POSITIVE] I know, bless her heart.
[CUSTOMER][NEGATIVE] She, as soon as I let her off the phone, I found what I was looking for, so I was like, oh no.
[AGENT][POSITIVE] Oh gosh, that's funny. That's all right. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is going to sound funny. Now were these checks regarding um a claim paid or was this regarding premium?
[CUSTOMER][NEUTRAL] A premium, yeah, I send them every month and uh and he um is an instructor so in May I do all of his checks for May, June and July and so that was we couldn't pinpoint that down but I did find uh the check numbers that they gave me saying that they were outstanding and I found them uh with the [PII] bill that I sent in, so I, I do have that information.
[AGENT][POSITIVE] It was premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][POSITIVE] OK, well I sure appreciate all of that information, [PII] so I am going to actually hand you over to our billing department uh this is regarding premium um so that they can check all this out for you um I'm just gonna put you on a brief hold while I get them on the line, but it was a pleasure speaking with you and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you. You too. I appreciate your help.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm, actually.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you today?
[AGENT][NEUTRAL] Doing all right thank you. So this is one I'm actually not 100% if it should go to y'all or if it should go to um customer service so I've got a uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, what you got.
[AGENT][NEUTRAL] I've got a group admin on the line and she was just speaking with someone I don't know the initials KC so I'm not quite sure who that is but um long story short I guess they had some checks for premium um and they weren't showing that they had not cleared and she has she had to call back I guess she was missing some information and so she wanted to check those check numbers to see if they had cleared is that for customer service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no, ma'am, I can help with that. Absolutely. Let me get, yeah, do you have the group number?
[AGENT][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] Yes, that is 2229.
[CUSTOMER][NEUTRAL] 2229.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, so, and this is for Bacalar and associates, is that my saying that right?
[AGENT][NEUTRAL] Um, it should be [PII], 2229.
[CUSTOMER][NEGATIVE] Oh gosh, I put the wrong number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I had the wrong one, yeah, 4 kids. That's OK. No, you're fine.
[AGENT][NEGATIVE] Oh no, I've, I've said the wrong number. I would be staring at the number and then saying it wrong and they're like, are you sure? And I'm like, yeah, no.
[CUSTOMER][NEUTRAL] You are set on.
[CUSTOMER][NEUTRAL] And this is [PII] we have on the phone, is that right?
[AGENT][NEUTRAL] Yes, yes, we are speaking with [PII].
[CUSTOMER][NEUTRAL] OK, can you give a call back in then?
[AGENT][NEUTRAL] Yes, that is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much if you send it to me, I'll be happy to help her, OK?
[AGENT][POSITIVE] All right. I appreciate it, [PII]. Thank you.
[CUSTOMER][POSITIVE] No problem. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Alright, bye-bye.