AccountId: 011433970860
ContactId: cd688d39-7577-41c5-859f-cf80c8985582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 853140 ms
Total Talk Time (AGENT): 261654 ms
Total Talk Time (CUSTOMER): 264191 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/cd688d39-7577-41c5-859f-cf80c8985582_20250625T12:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing today? Excuse me.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, so [PII], um, we got this notice.
[CUSTOMER][NEUTRAL] On, uh,
[CUSTOMER][NEUTRAL] Our account
[CUSTOMER][NEUTRAL] See if the account number is even on the notice, um.
[CUSTOMER][NEUTRAL] And it's not uh.
[CUSTOMER][NEUTRAL] If I give you invoice number, can you look up the account?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Uh, it is 0006384912.
[AGENT][POSITIVE] Top of the line management.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you and what about the contact person and email we should have on file?
[CUSTOMER][NEUTRAL] You have [PII].
[AGENT][NEUTRAL] All right. And how much
[CUSTOMER][NEUTRAL] And the contact person would.
[CUSTOMER][NEUTRAL] Uh, you're speaking to [PII].
[AGENT][POSITIVE] All right, perfect. Thank you, [PII]. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, perfect. Thank you, [PII] and what can I help you with today?
[CUSTOMER][NEUTRAL] So I had set up kind of a payment arrangement back in the end of May.
[CUSTOMER][NEUTRAL] With uh
[CUSTOMER][NEUTRAL] I forget the young lady's name, but, uh, regardless, uh, I have an email here from the care team that said.
[CUSTOMER][NEUTRAL] Um, we were gonna pay the April invoice by [PII].
[CUSTOMER][NEUTRAL] And the May invoice by [PII] and now I got this notice saying.
[CUSTOMER][NEUTRAL] Otherwise.
[AGENT][NEUTRAL] Uh, is it an overdue notice?
[CUSTOMER][NEUTRAL] It just, uh, I don't know, it just says outstanding invoice RE American APL uh.
[CUSTOMER][NEUTRAL] You guys sent me this email um a few days ago. It's dated [PII].
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] So I just wanna make sure if I stay on that ca.
[AGENT][POSITIVE] Yeah, it's an outstanding invoice notice um.
[AGENT][NEUTRAL] Let's see, um, he's not.
[AGENT][NEUTRAL] Go.
[AGENT][NEUTRAL] 3.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm just looking at the notes, bear with me.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, um, so the, the outstanding invoice notice that that you got that is uh it's an automatic, um, it gets sent out no matter if there's been something arranged previously.
[CUSTOMER][NEUTRAL] I, I, I, I, I, I understand what you're saying. My nervousness is that there's some kind of automated system that's gonna cancel the.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, policy even if I live up to something that I have.
[CUSTOMER][NEUTRAL] Confirmation of uh in an email I I just.
[AGENT][NEUTRAL] All right, so when will, when will the April invoice be paid?
[CUSTOMER][NEUTRAL] I've agreed to [PII], so what's that tomorrow?
[AGENT][NEUTRAL] For the April
[CUSTOMER][NEUTRAL] OK, I'm sorry. Today is the [PII].
[CUSTOMER][NEUTRAL] I made an arrangement and I have a confirmation from your care team in writing that I will pay the April invoice.
[CUSTOMER][NEUTRAL] By [PII], which is tomorrow. Yes.
[AGENT][NEUTRAL] And then the May is not gonna be paid until July?
[CUSTOMER][POSITIVE] 714, that's correct.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] May be able to clear this stuff up earlier but I I'm not committing to anything right now. I'm just that's what I set up and I just wanna make sure that.
[CUSTOMER][POSITIVE] I'm gonna be OK with that.
[AGENT][NEUTRAL] Let me double check because it will be, I mean, we're not able to stop anything as far as the system doing anything but let me uh reach out to the person that there's a note on here.
[CUSTOMER][NEUTRAL] I can maybe go find your name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, [PII], I do know.
[CUSTOMER][NEUTRAL] 3 maybe.
[AGENT][NEUTRAL] Alright, hang on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me.
[AGENT][NEUTRAL] Wow, I'm waiting for her to respond. Let me look at something else.
[AGENT][NEUTRAL] I hope [PII]'s not here.
[AGENT][NEUTRAL] Oh, she didn't come in until [PII]. I just realized [PII] didn't come in until [PII],
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] So give me a second on that.
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Alright, I just wanna confirm with the supervisor real quick to make sure it won't.
[AGENT][NEGATIVE] Mess anything up
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] look at something else while I'm waiting for that.
[AGENT][NEUTRAL] All right. Um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It should be fine, um.
[AGENT][NEUTRAL] Just looking at the calendar.
[CUSTOMER][NEUTRAL] Yeah, and, and I, I, I don't.
[CUSTOMER][NEUTRAL] to be difficult, but when you say should be fine, you know, if I have some benefits get denied.
[AGENT][NEUTRAL] Yeah, well, I mean, we physically, we physically have to or manually have to go in and, um, lapse the group once they're behind 90 days. Um, so as long as long as we get the April payment tomorrow, um, it'll be fine, um, but we, we would really need to get the group caught up as soon as possible.
[CUSTOMER][POSITIVE] Yeah, understood and what I have set up what I have been able to set up uh commit to.
[CUSTOMER][NEUTRAL] Um, at this point, um, things are gonna change, but, you know, uh, I'm not committing to anything right now, so, uh, as long as I can stay with what I have set up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The only thing that's gonna happen is I'm gonna accelerate it, but I'm not promising that I'm just.
[AGENT][NEUTRAL] OK, and would, would you mind forwarding the email where um you and Bree made those arrangements so I can uh put it in our imaging system so if this comes up again we'll be able to.
[AGENT][NEUTRAL] Go back and look, um.
[CUSTOMER][NEUTRAL] So you don't, you don't see it.
[AGENT][NEUTRAL] No, I don't see the email.
[CUSTOMER][NEUTRAL] It didn't come from Bree, it came from your care team. It came from your care team.
[AGENT][NEUTRAL] Yeah, I don't see that in here so it was not uploaded, um, and so that that would be.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Really?
[AGENT][POSITIVE] We would definitely need to get that uploaded in here um.
[AGENT][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] To make sure we're all on the same page.
[CUSTOMER][NEUTRAL] So I'm sending it back to the care team.
[AGENT][NEUTRAL] No, you can send it directly to me. Um, it's [PII]
[CUSTOMER][NEUTRAL] OK, so hold on.
[CUSTOMER][NEUTRAL] I'm sorry, give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII], go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] A um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] So let's make you make sure you get this.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, I did get confirmation from um one of my supervisors that as long as we have May premium by the end of July you'll be fine.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] May's premium by the end of July, but I told you I'm gonna make April's premium.
[CUSTOMER][NEUTRAL] Tomorrow, so I, I, I'm gonna live by this, but uh just.
[CUSTOMER][NEUTRAL] You understand what I'm saying I'm gonna make that payment tomorrow what you just told me is.
[AGENT][NEUTRAL] Yes, and then as long as we have the May premium by the end of July, it'll be fine.
[CUSTOMER][NEUTRAL] Can you send me that please?
[AGENT][NEUTRAL] The group will
[AGENT][NEUTRAL] It's the, I mean, it's the same thing that's in the email.
[CUSTOMER][NEUTRAL] Got it. I just want um.
[CUSTOMER][NEUTRAL] Something dated after this notice that says this is still OK. I, you know, I, I, uh, you're very nervous about employee benefits and I don't want there to be problems, you, you know what I'm saying.
[AGENT][NEUTRAL] Yes, I am replying back and having that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, there you go, and then I will get this uploaded as well so everybody is on the same page.
[CUSTOMER][POSITIVE] I really appreciate it, [PII].
[AGENT][POSITIVE] No problem. [PII], is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank