AccountId: 011433970860
ContactId: c131a70d-1ce5-45df-80f9-292cebef726f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381459 ms
Total Talk Time (AGENT): 116885 ms
Total Talk Time (CUSTOMER): 150111 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/c131a70d-1ce5-45df-80f9-292cebef726f_20250207T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm hoping that you could direct me somewhere. Um, I received an email I'm calling from Sports Medicine Associates of South Florida and I received an email stating that my invoice is ready, but I'm not familiar with APL.
[AGENT][NEUTRAL] All right, thank you. Do you, on that letter does it have an um PRD number or group number?
[CUSTOMER][NEUTRAL] No, it just says your most recent invoice is now available for easy access click here and when I clicked there it just takes me to the website um.
[CUSTOMER][NEUTRAL] Uh, click here to set up. Do I guess I have to set up my account? I just don't I don't even know what this is.
[AGENT][NEUTRAL] All right. I'm checking. You said the group name is sports medicine of South Florida?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Associates, yes, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the group address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the phone number for the group?
[CUSTOMER][NEUTRAL] Uh, let's see what you have because we have several numbers um I have [PII].
[AGENT][NEUTRAL] What about one ending in [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, that's odd. I don't oh that oh that's an old one. That's our, OK, yes, the [PII]. You could still put that number because it it it routes to our number, our all of our numbers, so no worries.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, not a problem. And [PII], if you don't mind, can you verify your um email for the group?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So yes, ma'am, I do see this group is active.
[AGENT][NEUTRAL] And your group number is 26932.
[CUSTOMER][NEUTRAL] But what is this? Is this a uh insurance for our employees?
[AGENT][NEUTRAL] It is, it's
[AGENT][POSITIVE] That's correct. This is your secondary gap policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Through APL.
[CUSTOMER][NEUTRAL] OK, so gap.
[CUSTOMER][NEUTRAL] Via APL OK and then new so then do I have to set up?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A like an online portal it looks like I'm an individual. I'm a group or employer, so go to new, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] You're gonna be an employer, yeah, greater employer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then I enter in the group number which you just gave me 26923.
[AGENT][NEUTRAL] 2 26932, right?
[CUSTOMER][NEUTRAL] 32, yeah, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, verification code has been sent to the email address.
[CUSTOMER][NEUTRAL] You go check that out.
[CUSTOMER][NEGATIVE] Make sure I didn't go in my junk mail.
[CUSTOMER][NEUTRAL] There we go
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so let's log in, see if it works.
[CUSTOMER][NEUTRAL] Open and.
[CUSTOMER][NEUTRAL] Oh, I got an invoice. OK. OK dokey.
[AGENT][NEUTRAL] I'll tell you what else, [PII], I am going to send you.
[CUSTOMER][POSITIVE] I appreciate.
[AGENT][NEUTRAL] Just a navigation guide for the portal that'll show you how to add, delete employees, um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] It'll show you how to pay online. Now we don't have um a you can do one time per month ACH and it'll give you the payment options as well. You can also we'll we'll accept payment over the phone via credit card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll just kind of walk you through.
[AGENT][NEUTRAL] What you need and you can add another user if you have anyone else that you wish to have access, you're the contact name so we would only be able to speak with you at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. OK, sounds good. I appreciate it.
[AGENT][POSITIVE] It's my pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's all thanks so much have a great day.
[AGENT][POSITIVE] I hope you have a wonderful day too, [PII]. It was a pleasure to assist you and have a great weekend.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.