AccountId: 011433970860
ContactId: c9431607-ac50-4695-b2f9-bc633900fc71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240910 ms
Total Talk Time (AGENT): 79274 ms
Total Talk Time (CUSTOMER): 77567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c9431607-ac50-4695-b2f9-bc633900fc71_20250213T21:50_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], uh, this is [PII]. I'm calling from Sana Healthorp. We're one of your, your vendors. I normally pay you guys the monthly payments, um, through online banking, but if I pay it today, you're gonna get it after the [PII]. Would I be able to pay it with you on the over the phone instead?
[AGENT][NEUTRAL] Is this regarding premiums?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, are you calling on behalf of a group, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] Yes, it is 22721.
[AGENT][NEUTRAL] And uh what is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I, I will give you my cell phone because our phones are transferred to an on-call service at 4. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, let me pull up the account for this group real quick.
[AGENT][NEUTRAL] And the name of the group?
[CUSTOMER][NEUTRAL] Senate Health course.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And if you can verify the email address, your email address, and then the group address for me.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what I am going to do is get you over to the group billing department.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then they can help you they can assist you further, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Yeah, I have a group admin on the phone um for group number 22721.
[CUSTOMER][NEUTRAL] 22721.
[AGENT][NEUTRAL] It should be, I guess that that I think that's pronounced Sina Health Corporation.
[CUSTOMER][NEUTRAL] Santa's Corporation. OK. And who do we have on the line?
[AGENT][NEUTRAL] I'm speaking with [PII], so it's [PII], the group Batman.
[CUSTOMER][NEUTRAL] OK, OK, alright.
[AGENT][NEUTRAL] And she's wanting to talk about the premiums for this group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is her callback number the one that she's calling from?
[AGENT][NEUTRAL] No, she said that one is gonna go to an automated or voicemail system at 4, so she gave me her personal line which is [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] 543.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And she goes by [PII].
[AGENT][NEUTRAL] She does and she verified her email address, the mailing address.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, group name and number as well.
[CUSTOMER][POSITIVE] OK, thank you, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, thanks, [PII], here she comes.