AccountId: 011433970860
ContactId: b7c1aaa1-43e9-4dab-b43b-36580d29e770
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410100 ms
Total Talk Time (AGENT): 162063 ms
Total Talk Time (CUSTOMER): 164323 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b7c1aaa1-43e9-4dab-b43b-36580d29e770_20250122T17:01_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], this is [PII]. I am the owner of Next Generation MRI.
[CUSTOMER][NEUTRAL] And uh my wife was handing a bunch of stuff but she's not doing it anymore it's now me and um we're we're looking at the uh we paid we've been paying our bills, but we actually had an accountant that wasn't doing their job 100% so I don't know where we're at. We made a payment to you and uh thinking we're making a payment for October, November, December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But somebody came back and said that that was July August, it wasn't in September, so, uh, the question is, uh, we tried to get in and they gave us uh uh a one time code we put the code in that didn't work, so can you do anything for me?
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you actually. Um, can I first get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, my call back number at the office is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And then um are you trying to make the payment for your own personal policy or for your group?
[CUSTOMER][NEUTRAL] For the, for the group for the company.
[AGENT][NEUTRAL] OK, what, OK, thank you, sir. And then what is your group number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I have something here make I don't know where it came, but it said 24872, is that right?
[AGENT][NEUTRAL] OK, let me look that up and I'll let you know real quick. I'm gonna try to pull in that group number for you.
[AGENT][NEUTRAL] OK, yes, sir. That's correct. Uh, can you please verify your physical address, sir?
[AGENT][NEUTRAL] For your group.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me uh so what I'm gonna need to do is transfer you on over now to group billing so they can assist you further as far as your payments go and your invoices, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you on over. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Good enough thank you.
[AGENT][POSITIVE] Thank you, sir. Bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] group billing. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. I've got um the owner, Mr. [PII] on the phone. His name is [PII]. He's with group number 24872. His wife, [PII] was doing.
[AGENT][NEUTRAL] Their office work and he said she's no longer doing the office work and there's some confusion about.
[AGENT][NEUTRAL] Invoices that have been paid and haven't been paid and he's just needing to know what he needs to do to get his policies, his uh group caught up on their payments and he just needs some help.
[AGENT][NEUTRAL] And his uh callback number.
[AGENT][NEUTRAL] is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he did verify the physical address for the group.
[CUSTOMER][NEUTRAL] And you, what, what's his name?
[AGENT][NEUTRAL] His name is [PII]
[CUSTOMER][NEUTRAL] OK, and you said that that is policy, I mean group number 24872, and a good callback number is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That group is lapsed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for them to get reinstated, they're gonna have to go to.
[CUSTOMER][NEUTRAL] Broker resources.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me go ahead and transfer him over to broker Resources. I'll get back to him and let him know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] That I'm going to transfer.
[CUSTOMER][NEUTRAL] For them to get reinstated they would have to go through them.
[AGENT][NEUTRAL] OK, all right. Well, I'm sorry, [PII], I'm gonna go ahead and swap, let him know what I'm doing and get him over to Broker Resources.
[CUSTOMER][NEUTRAL] Don't be sorry.
[CUSTOMER][NEUTRAL] Wait, wait, wait, wait, let me make sure.
[CUSTOMER][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I wanna make sure because it looks like it's I don't see any invoices out there and we haven't received anything since.
[CUSTOMER][NEUTRAL] July, I mean June.
[CUSTOMER][NEUTRAL] Because I don't wanna tell you something wrong.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] He said that they paid for.
[AGENT][NEUTRAL] He thought it was October.
[AGENT][NEUTRAL] October, November, December but it was actually for June July, oh wait, May, June and July.
[AGENT][NEUTRAL] Uh, he, and there he was just a little confused on payments and he just needs help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Send him over and I'll, I'll see what I can do. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause
[CUSTOMER][NEUTRAL] Yes, send them over.
[AGENT][POSITIVE] OK, thanks for that. Hm, bye bye.
[CUSTOMER][POSITIVE] You're welcome bye.