AccountId: 011433970860
ContactId: e58c25a9-574a-484c-9314-d3e209bdd47d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533520 ms
Total Talk Time (AGENT): 206249 ms
Total Talk Time (CUSTOMER): 344209 ms
Interruptions: 14
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e58c25a9-574a-484c-9314-d3e209bdd47d_20250324T19:14_UTC.wav
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[CUSTOMER][NEUTRAL] Yes, uh, calling from C1 International Miami. The, um, the, let me see, the policy number.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] 259-5185
[CUSTOMER][POSITIVE] And just really liked it and then.
[AGENT][POSITIVE] Thank you for that. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. My name is uh [PII] Last name [PII]
[CUSTOMER][NEUTRAL] And the phone number, this phone number ending [PII].
[AGENT][NEUTRAL] OK, and are you calling with the provider's office?
[CUSTOMER][NEGATIVE] Oh kind of down, uh, pardon me.
[AGENT][NEUTRAL] Are you calling with the provider's office?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and may I have the member's policy number?
[CUSTOMER][NEGATIVE] I was working with very stressful. Policy number.
[AGENT][NEUTRAL] I'm sorry, it was 25, I'm sorry, 259-518-5.
[CUSTOMER][NEUTRAL] Uh, let me repeat. No, no, no. Let me give you the policy number again. 25017007.
[CUSTOMER][POSITIVE] That's so nice and respectful, so.
[AGENT][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] Just, but
[CUSTOMER][NEUTRAL] 250-170-07
[CUSTOMER][NEUTRAL] A lot of training
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] With the.
[AGENT][NEUTRAL] And can you, so you're the, you're the insured.
[CUSTOMER][NEUTRAL] Yeah it was like I think it was.
[CUSTOMER][NEUTRAL] OK, let me open one of the invoice to give you the company any number you can see.
[AGENT][NEUTRAL] No, no, I just need you to answer, answer the question so I can get clarity. Are you the insured? Do you have a policy with us or are you the provider, providing the service?
[CUSTOMER][NEUTRAL] they.
[CUSTOMER][NEUTRAL] Mm, how can I say? Uh, basically, uh, I just calling, um, I'm not, I think we are not a pro provider, um.
[AGENT][NEUTRAL] Is this your policy or you're calling for the patient?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] My policy, my policy.
[AGENT][NEUTRAL] OK. Alrighty, um, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Maybe like [PII].
[CUSTOMER][NEUTRAL] [PII], my birthday.
[AGENT][NEUTRAL] And your mailing address and email address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Info INFO at C1 Miami.com.
[CUSTOMER][NEUTRAL] Commute is about 150 minutes.
[AGENT][NEUTRAL] All right, now this email looks to be the um
[AGENT][NEUTRAL] Your personal email.
[CUSTOMER][NEUTRAL] It should
[CUSTOMER][NEUTRAL] That's my company email.
[AGENT][NEUTRAL] So the email address that you have on file is a Gmail email. I'm I'm asking to verify that.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, that's my personal. I think I'm calling about for the provider provider, not the personal.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm just asking you to to verify the email address that we have on file for you, which is your personal email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, let me, I got it.
[CUSTOMER][NEUTRAL] My personal is uh [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] And they expected to be.
[CUSTOMER][NEUTRAL] At least.
[CUSTOMER][NEUTRAL] Just talk about one our billing information there uh we just we just uh submit what the payment but uh it doesn't go through. I just want to update the bank information with you.
[CUSTOMER][NEUTRAL] For the bill 1,288 I believe. I just want to update the payment account. Actually I think we can update ourselves.
[AGENT][NEUTRAL] Wait,
[AGENT][NEUTRAL] OK, hold on. So when you say there was
[AGENT][NEUTRAL] I'm just trying to understand so that I can assist you. Are you saying a payment in reference to for your policy or like a claims payment that's going to you?
[CUSTOMER][NEUTRAL] We can change the payment account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] for the office.
[CUSTOMER][NEUTRAL] For my company.
[CUSTOMER][NEUTRAL] The company policy.
[AGENT][NEUTRAL] You're calling on behalf of your company?
[CUSTOMER][NEUTRAL] Yes, not my personal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're calling on behalf of the company. OK. So you're wanting to change the billing information for the company?
[CUSTOMER][NEUTRAL] If we are
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] he was a manager.
[CUSTOMER][NEUTRAL] But that too.
[CUSTOMER][NEUTRAL] So it was uh
[AGENT][NEUTRAL] OK, if you don't mind, I'm gonna place you on a brief hold and I'm gonna reach out to group billing so that um we can see how to change the, when you say change your payment information, what do you mean because you're not on like bank draft or anything.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That was somewhere like this.
[CUSTOMER][NEUTRAL] Uh, the one of the payment from last week, uh, is, uh, doesn't going through. Our bank received like a refund information.
[AGENT][NEUTRAL] So you wanted to pay it over the phone?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] But today we adjusted the title to.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, so I'm gonna go ahead and get you over to um group billing so that you can make the payment and what was the amount that you wanted to pay today?
[CUSTOMER][NEUTRAL] The state manager.
[CUSTOMER][NEUTRAL] 1,28814 cents.
[AGENT][NEUTRAL] And which invoice is it for?
[CUSTOMER][NEUTRAL] The invoice number you.
[AGENT][POSITIVE] Yes, if you have it there, yes.
[CUSTOMER][NEUTRAL] I do have. Give me one second. Let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This amount
[CUSTOMER][NEUTRAL] Yes, so this amount, which is the hourly amount that we have now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The invoice number will be 6383386.
[AGENT][NEUTRAL] Thank you. Hold on one moment. All right. And Sha, before I transfer you over to group billing, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] And that's, that's what we did so and then that amount.
[CUSTOMER][NEUTRAL] No, that's.
[AGENT][NEUTRAL] All right. Well, thank you so much for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] We monitor we follow the uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] on the care team. I have a um
[AGENT][NEUTRAL] OK, so they're not the group admin, but he's, he's calling from the group to make a payment for the group?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's group number 26,526,530.
[CUSTOMER][NEUTRAL] The C1 International.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, uh, did you verify the information?
[AGENT][NEUTRAL] Yes, and I have the invoice number and and um the amount they want to pay if you need it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so it's invoice 6383386.
[AGENT][NEUTRAL] He wants to pay $1,288.14.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, say that again, 1000.
[AGENT][NEUTRAL] $288.14.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Oh, that is the
[CUSTOMER][NEUTRAL] What is the contact on file?
[AGENT][NEUTRAL] Wait, hold on.
[AGENT][NEUTRAL] Oh, my EMPL didn't, didn't match, but we, um, it didn't flip over. This still shows the old, I see what happened, but um I still verify with him because at first he, he sounded like he was calling on his policy, um, and then we went through the group stuff, so.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] We did both.
[CUSTOMER][NEUTRAL] Alright you can send them on.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] What what expectations.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she's going to be assisting you with the payment, OK?
[CUSTOMER][NEUTRAL] Uh, for instance, a lot of, uh, they use I'm sure you're familiar with.
[AGENT][POSITIVE] Alright, thanks for calling APL.
[CUSTOMER][NEUTRAL] Like she said, my name is [PII].