AccountId: 011433970860
ContactId: bc413d2c-c480-4ea2-ae52-15120bf9ce61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360350 ms
Total Talk Time (AGENT): 151326 ms
Total Talk Time (CUSTOMER): 142816 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bc413d2c-c480-4ea2-ae52-15120bf9ce61_20250603T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm a broker. The reason for my call today, I sent in the renewal for one of my groups that renewed on [PII], and I wanted to check if it's been processed, the renewal. Could you help me with this?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I sure can take a look at it for you. Do you have the group number?
[CUSTOMER][NEUTRAL] Uh yes, I do. 19658.
[AGENT][NEUTRAL] Let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] And that's Siegel's Institute for Clinical Research is the name of the group.
[AGENT][NEUTRAL] Alrighty, Mr. [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] The clients uh.
[CUSTOMER][NEUTRAL] Well, I have an old address. I knew they moved. I don't know if you have this this is an old address [PII].
[AGENT][NEUTRAL] Yeah, we don't have that one. That's fine. They, yeah, we've got a different one on file. Let me look.
[CUSTOMER][NEUTRAL] But I know that they
[CUSTOMER][NEUTRAL] Yeah, they moved and so I'm looking at when I wrote it originally a few years back.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right, I'm.
[CUSTOMER][NEUTRAL] Like, uh, 8 years back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see any notes as far as the um.
[AGENT][NEUTRAL] Renewal be uh finished yet, but, uh, what I can do, Mr. [PII] is get you transferred over to
[CUSTOMER][NEUTRAL] The renewal?
[CUSTOMER][NEUTRAL] Can you tell me if they received it? Because I emailed it.
[CUSTOMER][NEUTRAL] And is there a way to tell if they received it?
[AGENT][NEUTRAL] I don't know in the billing in, in my position, I don't know if I can see that. Let me look, I'm, I'm looking, so let me see.
[AGENT][NEUTRAL] Sometimes they put their information in different spots and I put mine.
[CUSTOMER][NEUTRAL] Well, let me ask you this if you can't see it, maybe you can connect me to another department.
[AGENT][POSITIVE] Yes, sir. That's what I was gonna say. I'm gonna get you connected.
[CUSTOMER][NEUTRAL] But OK, but OK, before you do that you can help me. You're in billing?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, I know they paid premiums recently. Can you tell me if they're up to date?
[AGENT][POSITIVE] Yeah, I can look at that for you.
[AGENT][NEUTRAL] We processed two payments on [PII] and so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see what else they still have and they've got um the May premium outstanding what we received on the [PII] was for April and so they still have the two invoices for May still outstanding [PII].
[CUSTOMER][NEUTRAL] OK, how long does that if they let's say they post, let's say they paid it yesterday, how long does it take for you to see it?
[AGENT][NEUTRAL] Um, well, it would depend on how they pay it. Um, it would depend if they pay it online. OK.
[CUSTOMER][NEUTRAL] I think they pay it online. I think they do an online payment.
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] Well, well, how long, just tell me how long it would take.
[AGENT][NEUTRAL] Well, it would depend on if they, if they paid it yesterday, then it would go through a nightly process, so it would be processed within a day or two, but I'm not seeing where they've submitted anything online.
[CUSTOMER][NEUTRAL] OK, the original payment, so one's on the [PII] I believe we're done online.
[AGENT][NEUTRAL] Yes, sir, and those were processed on the [PII].
[CUSTOMER][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] OK, so it takes, so basically it takes you 2 or 3, maybe 2 days for you to see it usually.
[AGENT][NEUTRAL] Um, yes, sir, give or take. Yes, sir.
[CUSTOMER][NEUTRAL] From the day they pay it if they they pay it online.
[AGENT][NEUTRAL] Yeah, if they pay online, we could go out and see that they've paid it, but what it has to go through the actual system. So it's usually a day maybe tops 2 days before it's fully processed through the system.
[CUSTOMER][NEUTRAL] OK, if you.
[CUSTOMER][NEUTRAL] OK, that's fine. They told me that they paid it, so whatever. That's fine. Um, the next thing is, can you connect me so I can see if they received the renewal that I sent in that the, and, uh, if I can get what what's that department called that processes the renewals.
[AGENT][NEUTRAL] Um, well, it starts with the sales broker resources department and then it trickles down.
[CUSTOMER][NEUTRAL] OK, so can you connect me to somebody who could tell me if they received the email I sent on Thursday with the renewal?
[AGENT][POSITIVE] Yes, sir, I sure can. If you'll give me a second, I'll get you transferred over there, OK? You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, it's [PII] in group billing. I have an agent on the phone wanting to know if y'all received the renewal information for one of his groups.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Sure, send him my way. I'll help him.
[AGENT][NEUTRAL] It's [PII] and it's group number 19658.
[CUSTOMER][POSITIVE] Perfect thanks [PII].
[AGENT][POSITIVE] You're welcome. Thank you. Here he comes.