AccountId: 011433970860
ContactId: be0daaa2-bba6-4ec7-9817-4de6d681ba9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595780 ms
Total Talk Time (AGENT): 181365 ms
Total Talk Time (CUSTOMER): 182180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/be0daaa2-bba6-4ec7-9817-4de6d681ba9c_20250428T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling, um, we received an email, um, we're an employer as APL and we received an email saying that we had an invoice past due and I also want to check on that.
[AGENT][NEUTRAL] OK. Uh, what is your group number?
[CUSTOMER][NEUTRAL] Um, it's 23108.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the address of the group?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get you to our billing department. I'll give them the information you've provided and we'll see what's going on with that invoice. Is that OK?
[CUSTOMER][POSITIVE] OK thank you yeah that's good.
[AGENT][POSITIVE] Thank you. OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], um, this is [PII] on the care team. I've got a group on the line that wants to, um, talk about their past due invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got a [PII] and the group number is 23108.
[CUSTOMER][NEUTRAL] 208.
[CUSTOMER][NEUTRAL] Alright, bear with me real quick.
[CUSTOMER][NEUTRAL] Alright, SNS Construction.
[AGENT][NEUTRAL] Yes, that's correct. I verified the group address. I've got her callback number if you need that.
[CUSTOMER][NEUTRAL] OK, and who is she?
[AGENT][NEUTRAL] She's [PII]. I'm gonna assume she's probably the daughter.
[AGENT][NEUTRAL] I didn't ask who who she was.
[AGENT][NEUTRAL] The last name was [PII], so I think she's must be related.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, well we can't give her any information because she's not listed as a contact.
[AGENT][NEUTRAL] OK, um, I can get her back on the line and tell her then to have her, I guess [PII] or [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, let me look at the notes real quick.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And they don't have an online service center account so yeah we can't see [PII] or [PII] would have to be the one that calls in um and they can call in and give us verification over the phone.
[CUSTOMER][NEUTRAL] Um, to let us know that we can speak to [PII], but yeah, we can't give [PII] any information.
[AGENT][POSITIVE] OK, I'll let her know. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, [PII], I just show [PII] or [PII] as a contact, so are they available? Um, we don't show that you're a contact on the policy.
[CUSTOMER][POSITIVE] OK, um, I mean I can get her on the phone with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Can she give you permission to speak with me because I'm the one that handles the insurance she's not in the office she's just.
[CUSTOMER][NEUTRAL] The wife of the the owner.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on just a second, I didn't, she didn't answer.
[CUSTOMER][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Hey, um, I'm on the phone with our, um, American Public Life Insurance about an invoice and they, um, said I can only speak to you, so can you tell them that they have permission to speak with me? OK.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] OK, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ma'am, yeah, I have her on the phone.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, hi, [PII]. We just, we only have you and [PII] as a contact for the group. Um, can you verify the email address on the account?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have the um contact number for the group?
[AGENT][NEUTRAL] Telephone number.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Telephone number for the group.
[CUSTOMER][NEUTRAL] The telephone number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] is the office.
[AGENT][NEUTRAL] Um, it looks like I have a number with the area code [PII].
[CUSTOMER][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Our area code, yeah, our area code is [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] The next three digits were [PII].
[CUSTOMER][NEUTRAL] Yeah, that's your, that's your number, [PII]. Yes, that's my number [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, OK, um, I, and this is [PII] that we're, yeah, are you the, are you, um, related to [PII] and [PII]?
[AGENT][NEUTRAL] You said [PII]? OK, OK.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All right, we'll we'll be able to speak with her about the invoice. Thank you so much for verifying that, [PII].
[CUSTOMER][POSITIVE] No problem. You can keep her on on the contact list.
[AGENT][NEUTRAL] OK, um, to put her on the contact list you're gonna have to set up the online service center.
[AGENT][NEUTRAL] And get that set up because
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I can, I can send to that email. I can send uh instructions on how to do that.
[CUSTOMER][POSITIVE] OK, that'll be good.
[AGENT][NEUTRAL] OK, OK, I'll do that.
[CUSTOMER][POSITIVE] Yeah, OK, thank you, [PII]. OK, thank you.
[AGENT][NEUTRAL] Thank you. OK, let me get billing. OK, let me get billing back on the line, um, and then they can help you. Hold on one moment, OK? Thank you.
[CUSTOMER][NEUTRAL] OK, I'm here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], I have a group on the line that wants to talk about their past due invoice.
[CUSTOMER][NEUTRAL] All right, what's that group number?
[AGENT][NEUTRAL] number is 23108.
[CUSTOMER][NEUTRAL] And who is it we're talking with?
[AGENT][NEUTRAL] I'm speaking with [PII], and we actually did a three-way call. We got [PII] on the phone and she gave authorization for [PII] um to speak about the invoice. I'm actually gonna send a um instructional guide so they can set up their online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, they haven't done that yet? OK.
[AGENT][NEUTRAL] They hadn't done that yet, but I did get on the line with [PII] and she gave [PII] permission to speak about the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I guess I'm ready. Oh wait, do you have a callback number for her by chance?
[AGENT][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Did you say [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna introduce you and then I'll release the call. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna help you with that invoice, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, have a good day.
[CUSTOMER][NEUTRAL] You too. Hi [PII]. Like she said, this is [PII] and billing. How are you?