AccountId: 011433970860
ContactId: b2b5ab6e-a47d-4f1c-98af-d3fca3b05278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325519 ms
Total Talk Time (AGENT): 107036 ms
Total Talk Time (CUSTOMER): 142589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b2b5ab6e-a47d-4f1c-98af-d3fca3b05278_20250219T19:14_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] Uh yes this is [PII]. I'm calling from [PII] [PII] and Son, and we just, you know, received notice uh via email that our invoice was ready and pulled it up and it's for February and I didn't realize until I got ready to enter it that we did not receive one for December and January and we haven't gotten a reminder or anything.
[CUSTOMER][POSITIVE] And I was able to print those. I, I was able to print those online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna make sure if I just pay all three of these by check, I mean, I, I do it in your system there so that y'all know I've done it and a checks coming, but I just wanna make sure nothing's gonna lapse if I pay it by check like that. What will that is that gonna be OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All all of the month. OK, um, I'll check with group billing for you, but [PII], may I have a good contact number in case we're disconnected and then your group number?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEGATIVE] Oh crap I just timed me up.
[CUSTOMER][NEUTRAL] Um, and group number is 17,950.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and [PII], can you, um, well, you already gave me the group name. Can you just verify the group mailing address and your email address?
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII] and my email address is [PII].
[CUSTOMER][NEUTRAL] But I think you guys send everything to [PII], which is or Minus which is uh L.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's probably the one you've got in there.
[AGENT][NEUTRAL] Yes, and thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. Do you mind if I place you on just a brief hold so I can ask group billing about and just to make sure I got it. You're wanting to know if you can pay February and the the ones that were outstanding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Online by check and just to make sure nothing lapses, right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, yeah, I mean, I'm, I'm gonna go online and you know complete it and select that I'm gonna pay it by a physical check and then mail the check so I just wanna make sure because I, I know the check can take a little bit to get there sometimes like things are right now. I just wanna make sure that's OK to do it that way. I don't wanna make sure nothing's gonna lapse.
[AGENT][NEUTRAL] Check, OK.
[AGENT][NEUTRAL] OK, um, hold on one moment for me, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[AGENT][NEUTRAL] Hey [PII], you said [PII], right? I can't hear you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. I have a group, um, a group admin on the other line. She's wanting to know if she pays December and the outstanding invoices by check, if um she wants to make sure there's no lapse in coverage or anything.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It's 17,950.
[CUSTOMER][NEUTRAL] And who do you have?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Who do you have on the line?
[AGENT][NEUTRAL] We have [PII] on the line.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, yeah, you can go ahead and send her over.
[AGENT][NEUTRAL] Oh, OK, um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me tell her I'm transferring because I didn't know I was transferring. Hold on one second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey, thank you so much for holding. So, um, the group billing representative wants me to transfer you over to her. Her name is [PII]. Um, I just wanted to tell you first, I didn't want to transfer you because I didn't tell you I wasn't expecting to.
[CUSTOMER][NEUTRAL] Alright. Uh huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, thank you.
[AGENT][NEUTRAL] You're welcome. Before I transfer, was there anything else I can help with?
[CUSTOMER][POSITIVE] That'll do it thank you.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi this is [PII].