AccountId: 011433970860
ContactId: d186cff4-0648-4463-ac94-c4ce6908b70d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331880 ms
Total Talk Time (AGENT): 108755 ms
Total Talk Time (CUSTOMER): 154574 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d186cff4-0648-4463-ac94-c4ce6908b70d_20250117T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm calling from, uh, my name is [PII]. I'm calling from a Gay network.
[CUSTOMER][NEUTRAL] Uh, my group number is 17143.
[CUSTOMER][NEUTRAL] And I'm calling because when I go online, there's no invoice for the month of January.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, I'm sorry, can you give me your name and policy number again?
[CUSTOMER][NEUTRAL] Go, but my, my name is [PII], but just go by [PII]. Yeah, you probably have it under my first name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh God, I just, give me a second. I think I just closed it. OK, I have the group number. No, no problem. The group number is 17143.
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, you are the policy holder?
[CUSTOMER][NEUTRAL] Yes, a gay network.
[AGENT][NEUTRAL] OK, and what is your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I'm on I'm working from home, so my cell is [PII].
[AGENT][NEUTRAL] OK, and spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, since I'm searching by the group, I'll need your last name. That's why I asked for that. One moment please.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh, you have it at South Florida Jail Ministries DBA or gay.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Network.
[AGENT][NEUTRAL] Yes, I do see that.
[AGENT][NEUTRAL] I do see [PII].
[AGENT][NEUTRAL] And [PII], what is your date of birth and your complete mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What the business address is [PII]. I don't know why you have 90, it's 70.
[AGENT][NEUTRAL] OK, let's see, yeah.
[CUSTOMER][NEUTRAL] You know, you just something kind of weird but it says I know.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And one last question, [PII], are you calling on behalf of your policy, your individual policy?
[CUSTOMER][NEUTRAL] No, I'm calling uh I, I'm, I'm the accountant. I'm calling to make a payment and when I go online there's no invoice to select.
[AGENT][NEUTRAL] You're the
[AGENT][NEUTRAL] OK. Are you paying the January?
[CUSTOMER][NEUTRAL] And by the way, yeah, the invoice says.
[CUSTOMER][NEUTRAL] We, we always get the invoice, but it's kind of weird. I'm just looking at it now and it says [PII]. Our zip code is [PII].
[AGENT][NEUTRAL] OK, we'll request, give me the complete mailing address, we'll get the zip code updated.
[CUSTOMER][NEUTRAL] Well, everything is right. It's just the zip code, but we always get the mail, which is kind of weird.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Cause I've gotten it in paper form.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Oh, OK, so it should be [PII]. We'll get that updated.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And um you're trying to pay the January invoice [PII]?
[CUSTOMER][NEUTRAL] Yes, but there's no January invoice online to download this is open invoices you have no open invoices.
[AGENT][NEUTRAL] And I, it
[AGENT][NEUTRAL] Right, because this group is currently in renewal that's why you can't see it once the renewal is complete.
[AGENT][NEUTRAL] Um, then that January invoice will become available online.
[CUSTOMER][NEUTRAL] Oh, I thought this wouldn't change anything. It was just automatically, you know, just continued.
[AGENT][NEUTRAL] Yeah, but it has to go through the renewal process though even if there are no changes, and so once the review has been completed, then that January invoice will be made available online.
[CUSTOMER][POSITIVE] OK, so then I don't know when that's gonna be, so we're not gonna have a problem with it being late. I do, uh, no late fees or anything.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Correct, but you should receive some uh or the group should receive a response when it's complete.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, I won't worry about it then as long as uh I don't have a problem with it. OK. OK, good enough for me.
[AGENT][NEUTRAL] OK, but that's why you're not able to see it online.
[CUSTOMER][NEUTRAL] Right, right, right. I, I just, because I, we, we renewed with like, uh, dental insurance, and there was no problem, you know, um, they just, they just had it ready like usual. So, OK, I, I, it doesn't bother me. I just want, I just wanted to know that my main concern because HR is on my butt saying she doesn't want the insurance canceled, you know, people go to the doctor or something and they have a problem. That's why. So I want to make sure we did our timely payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Totally understand.
[AGENT][POSITIVE] Totally understand that.
[CUSTOMER][POSITIVE] OK, as long as you tell me that I don't have a problem and whenever it pops up you send me an email, um, then yeah, no problem. OK, that's all I need to know thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Now, bye-bye.