AccountId: 011433970860
ContactId: a68eb247-fdc7-42cf-aa17-4bc6297f4263
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498239 ms
Total Talk Time (AGENT): 162932 ms
Total Talk Time (CUSTOMER): 179587 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a68eb247-fdc7-42cf-aa17-4bc6297f4263_20250106T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling on behalf of a group and I wanted to know if their billing status is active or they're in good standing.
[AGENT][NEUTRAL] OK, and do you have the policy number, um, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 26,530.
[AGENT][NEUTRAL] Are you calling from a provider's office or an employer group?
[CUSTOMER][NEUTRAL] The broker's office.
[AGENT][NEUTRAL] The broker's office and you're wanting to verify what information [PII]?
[CUSTOMER][NEUTRAL] So I, I was following up with the group because there was an email sent from APL a few weeks ago stating that their payment was returned.
[CUSTOMER][NEUTRAL] And I wanted to first confirm.
[AGENT][NEUTRAL] The pre
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I wanted to just confirm that they repay that they sent a payment again, um, so I wanted to find out the status on your end first before I contact the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it, so we're talking about the premium payment then.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, got it. Let me pull up the group's information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] C1 International.
[CUSTOMER][NEUTRAL] C as in Charlie, the number 1 and then international, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your email address, uh, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And if we were disconnected I can reach you at [PII].
[CUSTOMER][NEUTRAL] Yes, that's my cell phone.
[AGENT][NEUTRAL] OK, good. Give me a brief moment to look through the file, OK?
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hey, this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][NEUTRAL] I am good. I have uh [PII] she's with the broker's office and she received an email or a letter from APL that the premiums for this group um were behind uh the group number is 26,530.
[CUSTOMER][NEUTRAL] 26,530.
[AGENT][NEUTRAL] And I just want to
[AGENT][NEUTRAL] Yeah, 265:30.
[CUSTOMER][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] And I'm on the GRMAI screen.
[AGENT][NEUTRAL] And it looks like we received the December premium.
[AGENT][NEUTRAL] Am I looking at that right?
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Invoice 637-578-6.
[CUSTOMER][NEUTRAL] Yes, the December premium was received on 125.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And so are they just due for January? Are they, are they good? I don't see anything about November.
[AGENT][NEUTRAL] Month.
[CUSTOMER][NEUTRAL] They're just due for January unless they got a letter, I mean, is it.
[CUSTOMER][NEUTRAL] It's not uh NSF letter, is it?
[AGENT][NEUTRAL] OK. Can you talk with her? That might be better.
[CUSTOMER][POSITIVE] Hang on, I can find out real quick too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to be on the safe side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it looks like they're just day for um.
[CUSTOMER][NEUTRAL] And I don't mind talking to her. I mean, but I wanna check and see.
[AGENT][NEUTRAL] I know, but if, if it's easy, if you can tell me, you know.
[CUSTOMER][POSITIVE] I can get my fingers to work, so here we go.
[CUSTOMER][NEUTRAL] Of course, nothing wants to come up when you want it to.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] So I see the F equals paid in full, so I see that for the.
[CUSTOMER][NEGATIVE] It's slow today.
[AGENT][NEUTRAL] December, October.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I think it is an NSF, but I don't know.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] If we got it or not.
[AGENT][NEUTRAL] November maybe.
[CUSTOMER][NEUTRAL] Some folks don't. I need to hush, um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] That is a good question. Send her own.
[AGENT][NEUTRAL] Oh, I'm looking at, OK, I'm looking at EMPL too. It's in there. It looks like she spoke with [PII]. I think it's the Decem.
[CUSTOMER][NEUTRAL] And they took the credit, I mean took the credit card payment.
[AGENT][NEUTRAL] Well, I think the December payment, it says that um after looking at the notes below, I showed that December payment was returned.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I make you pay over the phone. Oh, did process the credit card payment for December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she did send to the replacement funds they are due for January then.
[AGENT][POSITIVE] Yeah, OK, so they're good. OK, I'll let her know.
[CUSTOMER][POSITIVE] All right, my dear. Thank you so much. I just, like I said, I just wanna make sure if she needs to talk, let us know.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, you're the expert in this area that's what it looked like to me. Well, I was just confirming it looks like we are due for January, so it looks like they're good.
[CUSTOMER][NEUTRAL] Oh, I don't know about that.
[CUSTOMER][POSITIVE] Absolutely. That's exactly right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good deal thank you.
[CUSTOMER][POSITIVE] You're so welcome. You have a good day, [PII].
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Uh, you too.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] [PII], thanks so much for holding. OK, it looks like the, uh, December is good, just due for [PII].
[CUSTOMER][MIXED] Perfect. So I guess they did resubmit, I'm guessing, cause otherwise it would be outstanding.
[AGENT][NEUTRAL] Yeah, it looks like someone called in with a credit card payment, uh S H I Y O A, don't know how to pronounce that.
[CUSTOMER][NEUTRAL] If we got the
[CUSTOMER][NEUTRAL] Chiao, they're Asian, yeah. Um, OK.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Oh thank you so much for confirming though because I was like let me call them and make sure since I'm a little bit behind on emails.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I didn't want to call them without knowledge.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Any other questions?
[CUSTOMER][POSITIVE] No, not at all. Um, thank you very much and I hope you have a great afternoon.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, [PII], thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.