AccountId: 011433970860
ContactId: a3a91595-16fd-46f3-bf6e-0e6c72a759aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 692219 ms
Total Talk Time (AGENT): 253380 ms
Total Talk Time (CUSTOMER): 229761 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a3a91595-16fd-46f3-bf6e-0e6c72a759aa_20250227T15:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm the agent of record for a group that has APL insurance with you all. I have their group number if you need it. I just had a, yeah, great. Let me give that to you. One second.
[AGENT][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Um, sorry, I should have had it open and ready. You answered a lot quicker than I expected.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] It's not about there
[CUSTOMER][NEUTRAL] OK, so the group number is 80019.
[AGENT][NEUTRAL] OK. 2019.
[CUSTOMER][POSITIVE] It's on time utility services.
[AGENT][NEUTRAL] OK. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So they um they are setting up they're in the process of setting up the new auto pay option that the that APL is now offering [PII] bless you guys because that's gonna make things so much easier for everybody.
[CUSTOMER][NEUTRAL] And her bank requires the payer ID for them to be able to process payments. I don't know if you're familiar with what that is. Um, this is the first group that's required it, um, with their bank. Um, but if you have that information, I would really appreciate it so that I can make sure that they um have that their bank has that so that the payments will go through.
[AGENT][NEUTRAL] OK, well, usually, um, I know we have a payer ID, but we use it mainly for when, um,
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Providers are submitting claims electronically, but um let me see.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Wait one moment I'm sending out a.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sending out a flag so if someone can help me. One moment.
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's good.
[AGENT][POSITIVE] And you say you're with Lord words to heart. Legacy.
[CUSTOMER][NEUTRAL] Legacy, yes, that's OK.
[CUSTOMER][POSITIVE] It's almost the end of the week. Completely understandable.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh, I'm glad I'm not the only one.
[AGENT][NEGATIVE] It's been a long week. Yeah, it's been a long week.
[CUSTOMER][NEUTRAL] It's been a long year.
[AGENT][NEUTRAL] End of the year just started too.
[CUSTOMER][NEUTRAL] It's a long
[CUSTOMER][NEUTRAL] I know
[AGENT][POSITIVE] A lot of stuff, but it's all good. We're gonna be positive.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, we'll get through it. We'll get through it, we'll get through it.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Let's see, see what's gonna server.
[AGENT][NEUTRAL] And so they're making auto payments on the OSC and the their bank is asking for a payer ID.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] They they just received, so apparently now this is gonna be a new option because before it used to be like ACHs that the members of the groups had to set up with their bank however they just got the email with the form, you know, asking for the banking information so that automatic payments can be processed each month um by APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But her bank in partic I guess it's the way they have their account set up requires the payer ID so that they can make sure to flag it and and you know I guess process it not put it on hold or anything.
[CUSTOMER][NEUTRAL] I just had to call and get a beds theirs because that's who they have their medical insurance with.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Again, this is my first experience with uh with that most people don't ask for it, but hey, there's a first time for everything.
[AGENT][NEUTRAL] Uh, let me see. They and they, uh, my responses are I'm getting the same, like, um.
[AGENT][NEUTRAL] Usually pay ID is for claims. That's so interesting. Uh, let me see.
[CUSTOMER][NEUTRAL] Apparently it's a thing because the insurance carriers knew it right away. They were like, oh yeah, we have some people that do this. We're like, oh, OK, I had no idea.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That is definitely different, um.
[AGENT][NEUTRAL] Even when they're trying to set up on the OSC, it's flagging for a payer ID number or the bank is like contacting them saying we need to pay.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's the bank that it's the bank, it's the bank. The bank um is the one that requires it.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, I don't know if maybe they've had issues in the past and that's why they set up that security measure. I don't know.
[AGENT][NEUTRAL] I mean, that makes sense though because sometimes with the payer ID, uh, like when we have uh providers that to make claims to the payer ID, then, you know, you want to make sure that it's coming directly to a specific company and not gone to somewhere else it's not supposed to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Not to mention all the scams and things and issues that, you know, unfortunately, we're in that day and age.
[AGENT][POSITIVE] That's interesting.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] And I appreciate you so much for being patient with me, Ms. [PII].
[CUSTOMER][POSITIVE] No, no, I'm thank you for helping me because, um, again, it's not, not everybody knows about that.
[AGENT][POSITIVE] OK, yeah, I, uh, let me um see if I can get someone in our billing. Maybe they heard of it because I've never heard of it before, but give me one quick moment, OK? All right, thank you so much. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure, sure.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Oh, hey, this is [PII], um.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I have Ms. [PII]. She's calling from the broker's office, um, and she's asking for a payer ID. She is stating that the group um received notification from their bank that they would need to give a payer ID number in order for them to make automatic payments.
[AGENT][NEUTRAL] Um, through the online service center. I hope it's not a scam. And I don't know if y'all knew anything or what was different.
[AGENT][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] They didn't need anything from the bank to set up on the online service center. It's something they would have to set up monthly it wouldn't be automatic, but if they're setting it with their bank, um, I.
[AGENT][NEUTRAL] Well, they see, from what I understand, they're entering the information on the online service center, but they're getting notification from the bank to ask for, um, they're needing a payer ID.
[CUSTOMER][NEUTRAL] To set up a payment? That's weird.
[AGENT][NEUTRAL] Yeah, that's why I thought it was weird because I was like payer ID that's usually used for claims, so provider can submit electronic claims. It's not like a a payment thing. So I don't know. I don't know if you can help her or not.
[CUSTOMER][NEUTRAL] I apologize. I don't, I don't know what payer ID would be for us since like that's not, it's so weird.
[AGENT][NEUTRAL] Yeah, it's definitely different.
[CUSTOMER][NEUTRAL] Because it was, it was just like they put in their account and routing number it's just like a electronic check, you know.
[AGENT][NEUTRAL] Right, and then she's saying that the person or the group is receiving a letter from the bank asking for a payer ID number. And like I said, it's just weird to me because I know payer ID is mainly used for like claims if a medical or dental provider is wanting to submit a claim electronically, they ask for a payer ID number, so.
[CUSTOMER][NEUTRAL] So we
[CUSTOMER][NEUTRAL] Right. There wouldn't be one. I mean, that's so weird.
[AGENT][NEUTRAL] Yeah, but I don't know if y'all can help her, but, uh, kind of limited on my information and what I told her, so.
[CUSTOMER][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, go ahead and send her over.
[AGENT][NEUTRAL] Uh, the group number is 80019.
[AGENT][NEUTRAL] And it's for on-time utility services.
[CUSTOMER][NEUTRAL] Did you get a callback number by chance?
[AGENT][NEUTRAL] I did. You need to get it real quick?
[CUSTOMER][NEUTRAL] No, no, it's OK. I'll get it.
[AGENT][POSITIVE] OK, well, I appreciate you. So hopefully something we all learn new.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEGATIVE] Yeah, I doubt it. I don't think, I don't, I don't know what's going on, but maybe they're gonna learn something new. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I know. Well, I appreciate you. You have a great one.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you. You too.
[AGENT][NEUTRAL] All right, bye.