AccountId: 011433970860
ContactId: a502e183-ef1c-499c-aedf-40de4d3a5b1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267040 ms
Total Talk Time (AGENT): 129274 ms
Total Talk Time (CUSTOMER): 100630 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a502e183-ef1c-499c-aedf-40de4d3a5b1d_20250522T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I was wondering uh what options do I have to pay my bill if I don't wanna pay it like via check? Like do I have an option to pay via ACH? like what are my options?
[AGENT][NEUTRAL] OK, are you calling from a group, uh, is this your policy like the group?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] OK, um, let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], last um last name [PII] and my
[CUSTOMER][NEUTRAL] Number is area code [PII].
[AGENT][NEUTRAL] OK, thank you and what's the group number for my note?
[CUSTOMER][NEUTRAL] Um, 27051.
[CUSTOMER][NEUTRAL] We're now.
[AGENT][NEUTRAL] OK. OK, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mm. What's the mailing address for verification?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] In Western name of the group.
[CUSTOMER][NEUTRAL] What's the, what?
[AGENT][NEUTRAL] The name of the group?
[CUSTOMER][NEUTRAL] Broward Oaks Nursing and rehabilitation.
[AGENT][NEUTRAL] OK. Yes, thank you. OK, so the options you have um to submit payments for the group are um you can either mail it or you can um do it electronically. Now it has to be through your bank if you're gonna do an ACH because we don't have the electronic submission through us, um.
[AGENT][POSITIVE] You can do it um online. You can initiate a payment online every month if you want to do that or you can pay over the phone with a credit card and there's no extra pay extra fees.
[CUSTOMER][NEUTRAL] OK, um, yeah, so online I would do it just through like your website like I just have to generate a log in and I just have to enter my banking information.
[AGENT][POSITIVE] Yes, that is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. You will go to um secure the, go ahead.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Secured [PII], that one.
[AGENT][NEUTRAL] [PII]. Yes, correct. Mhm.
[CUSTOMER][NEUTRAL] Alright, so I have another question. So there was one, there's one member here on our policy that they didn't want coverage and we spoke to our benefits coordinator. Um, I think it was just a mistake that they added this, uh, person to our plan. So do I pay mine as that person? Do you have it registered or do I have to pay in full and then get a credit next month?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If he isn't supposed to be there, you just go ahead and um take him off the list. Now, you have to notify us of any changes you make. The best way to notify us is by email and that will go to [PII].
[CUSTOMER][NEUTRAL] One second, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yes. Um, now, you also have a, um, a system whenever you do to your account, there is a, uh, option to remove or add a member. You can also do it like that.
[CUSTOMER][NEUTRAL] OK, and is that after I I generate a sign on for myself?
[AGENT][NEUTRAL] Register. Correct. Yes.
[CUSTOMER][POSITIVE] OK, perfect. OK, so I'll play around. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much. So if I call you.
[AGENT][POSITIVE] You're welcome and thanks. Mhm. OK.
[CUSTOMER][NEUTRAL] I can just give you my credit information and you can pay it. I just don't think we have room for it this month, but I think it would be just.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, uh, you can always call, let us know that you need to make a credit card payment and we'll go ahead and get you to the right department to take that payment for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I really appreciate you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.