AccountId: 011433970860
ContactId: 9da6f700-cc3e-4252-b0a5-d7a4a9a52dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341489 ms
Total Talk Time (AGENT): 153915 ms
Total Talk Time (CUSTOMER): 133075 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9da6f700-cc3e-4252-b0a5-d7a4a9a52dc3_20250505T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a group on the line that wants to check on their invoices, uh, make sure that they've paid everything up to date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] number is 80122.
[AGENT][NEUTRAL] Um, OK. And the person you're down home?
[CUSTOMER][NEUTRAL] I'm talking to [PII], and I verified the phone number and the address.
[AGENT][NEUTRAL] Is that the callback number by chance?
[CUSTOMER][NEUTRAL] It is, yeah.
[AGENT][NEUTRAL] Oh, I've got this off by a number. I thought this was someone else that I was dealing with earlier and I was like that's so odd they'd be calling like this. I was off by a number. OK, let's see.
[AGENT][POSITIVE] All right, I'm ready for him whenever you are.
[CUSTOMER][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call.
[AGENT][POSITIVE] All right thanks.
[CUSTOMER][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line and she's gonna help you with your invoices, OK?
[CUSTOMER][POSITIVE] Appreciate it. Thank you much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi Mr. Like she said, this is [PII] in the billing department. I understand you have a question about some invoices.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, am I current with my payments?
[AGENT][NEUTRAL] Um, well, I see that we have your April invoice that's outstanding, and May's is as well, but it's not due until the [PII], so it's not past due but it is available.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, just let me go ahead and pay both if you don't mind.
[AGENT][NEUTRAL] Would you like to pay by phone with the credit card?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK, just making sure that's the only way I can take it on over the phone. I just wanna make sure that's what you wanted to do. Let me log in real quick. Let's see here.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] So my due date is on the [PII].
[AGENT][POSITIVE] Yes sir, for the um for the current month, yes sir.
[AGENT][NEUTRAL] Do you receive the email whenever the new invoice is available?
[CUSTOMER][NEUTRAL] OK, so I'll pay the one.
[CUSTOMER][NEUTRAL] I'm getting something that's what I just called you guys because I got something that's the underwriting, uh, let me see this no this is just a letter saying that any changes in my group, which I don't have any of that.
[AGENT][NEUTRAL] Oh no sir I mean uh have you have you uh set up an account with us in our online service center and receive emails each month when the new um.
[CUSTOMER][NEUTRAL] I, I did.
[AGENT][POSITIVE] OK, you should be receiving emails just so you I'm so sorry there's a delay in the call and I apologize for talking over you.
[CUSTOMER][NEUTRAL] I did, but when I hit the
[CUSTOMER][NEUTRAL] That that's fine. Uh, how can I get uh
[CUSTOMER][NEGATIVE] Emails reminding me that I need to pay you guys or or maybe I well no I haven't received it I I'm I have never received it and since you are the.
[CUSTOMER][NEUTRAL] What do you call this, the complimentary uh insurance.
[AGENT][NEUTRAL] This is American Public.
[CUSTOMER][NEUTRAL] I, uh, I don't have.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So it does show that you have an account on our online service center so it should be going to your [PII] [PII] [PII] [PII] email a notification whenever a new invoice is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] It won't be the actual invoice itself it'll just be a notification that it's available on our online service center.
[CUSTOMER][NEUTRAL] OK, I should be looking for it.
[CUSTOMER][NEUTRAL] OK, got you, got you, got you. OK, that's fine. OK, but for now, let's just, uh, make payments for the, um, previous month and then this, uh, [PII] month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so for 2 of them, let's see here.
[AGENT][NEUTRAL] 294 60 twice would be 58,920.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see, let me just get a little bit information on here.
[CUSTOMER][NEUTRAL] A.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so that's gonna be [PII]'s invoice and.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All right. I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Yes, it's a Mastercard, and number [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] That will be [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for that card.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, let's get that processed and I'll have an authorization number for you. I can also send it a receipt via email if you'd like for the email we have on file for you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, that, that'd be great. That'll help me out. Thank you.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] All right. The authorization number I have is 449-08 Z as in zebra.
[CUSTOMER][NEUTRAL] 44908.
[CUSTOMER][NEUTRAL] Zebra. Mhm.
[AGENT][POSITIVE] And I've got that receipt coming your way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much.
[AGENT][POSITIVE] Yes, sir. Thank you for calling APL and I hope you have a great week.
[CUSTOMER][POSITIVE] You too. Thank you much. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.