AccountId: 011433970860
ContactId: ae8acad4-dd09-4d9d-8bca-09b5feb4ea89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478609 ms
Total Talk Time (AGENT): 151845 ms
Total Talk Time (CUSTOMER): 118252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ae8acad4-dd09-4d9d-8bca-09b5feb4ea89_20250402T19:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I was just calling to make sure our account was up to date with payments.
[AGENT][NEUTRAL] OK. Well, I can definitely check the um account for you. Are you an employer or a group?
[CUSTOMER][NEUTRAL] Group.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Do you need me to spell that?
[AGENT][NEUTRAL] Um, no, I'm OK. Just, just the first name is good.
[CUSTOMER][NEUTRAL] OK and the phone number would be [PII].
[AGENT][POSITIVE] Thank you. And may I have your group number?
[CUSTOMER][NEUTRAL] Uh, where do I find that at? I'm online.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Online, like on your dashboard?
[CUSTOMER][NEUTRAL] Yeah, well, I'm on my iPad, yeah, on my dashboard.
[AGENT][NEUTRAL] Let me see what group name hold on.
[CUSTOMER][NEUTRAL] Trying to see where it would be.
[AGENT][NEUTRAL] Hold on one moment, I'm trying to go to the online service center.
[CUSTOMER][NEUTRAL] They don't
[AGENT][NEUTRAL] OK, invoice amount.
[CUSTOMER][NEUTRAL] Yeah I don't see anything where it says group number.
[AGENT][NEUTRAL] Um, under
[AGENT][NEUTRAL] Under my billing, um, what invoice number does it have?
[CUSTOMER][NEUTRAL] Oh, well, it has, uh, well, there's 3 of them, but, uh, there's 1 6385935.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for it to come up. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, I found it.
[AGENT][NEUTRAL] Hold on one moment, [PII]. I'm thinking it's me, but I think our system just went down. Hold on one moment. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Oh, not at all.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, thank you so much for holding. So I have um the group pulled up here and I just need you to verify the group name, address, and your email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me jump to that again.
[CUSTOMER][NEUTRAL] Um, the group name would be Group Hospital indemnity?
[AGENT][NEUTRAL] Um, like the name of the oh, the employer in the group is the same thing.
[CUSTOMER][NEUTRAL] 0000, OK, yeah, Caparola Automotive Incorporated.
[AGENT][NEUTRAL] Alright, and then just the address and your email address because you already gave me the phone number.
[CUSTOMER][NEUTRAL] Uh, yeah, the address should be [PII].
[AGENT][NEUTRAL] Alright, and then just your email address, and wait a minute, you said [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, it work yeah.
[AGENT][NEUTRAL] We're showing 120.
[CUSTOMER][NEUTRAL] I don't know if he has our home or business. Oh, it's 122 actually.
[AGENT][NEUTRAL] OK, um, if you need to change that, just email the care team, um, which is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just let them know that you need to do a group um.
[AGENT][NEUTRAL] Address change.
[AGENT][POSITIVE] And we can update it for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then in terms of the um billing, well, first let me say all the information provided is a verification of benefits, not a guarantee of payment. Um, for the
[AGENT][NEUTRAL] Well, I'm sorry, can you give me your email?
[AGENT][NEUTRAL] We started talking about the address and I didn't get the email, sorry.
[CUSTOMER][NEUTRAL] Oh yes, CAPP.
[CUSTOMER][NEUTRAL] That's right. It should be [PII].
[AGENT][NEUTRAL] Thank you for that. And so for your um billing, I'm pulling up the invoices now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the one that you gave is showing paid in full, the 6385935?
[CUSTOMER][NEUTRAL] OK, can I try 2 more because we have 2 other ones.
[AGENT][NEUTRAL] Sure, mhm.
[CUSTOMER][NEUTRAL] OK, um, because I thought my bank said the one didn't go through, so I just wanted to make sure, um, 638-335-4.
[AGENT][NEUTRAL] OK, that's showing paid in full as well. Now, it's still showing paid in full in our system. If it's returned from the bank, it just, we just haven't been notified that it's been returned yet.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK, OK, OK, and alright, so if you want, if that does I can't guarantee because I don't know what the bank's doing, but if that happens, will you notify me?
[AGENT][NEUTRAL] Um, yes, you'll, um, receive notification that a payment was returned to us or from us.
[CUSTOMER][POSITIVE] OK, alright, OK, alright, well then I then I think I'm should be good, but thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, thanks so much for calling ATL and I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] You also thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.