AccountId: 011433970860
ContactId: ea3d847a-02e8-488e-b6eb-2bc9cbd4744b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147710 ms
Total Talk Time (AGENT): 63352 ms
Total Talk Time (CUSTOMER): 58849 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ea3d847a-02e8-488e-b6eb-2bc9cbd4744b_20250612T15:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] on the care team. I was gonna see if you could help me, um, look at this account on how it paid.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah it uh for a group or just a you have a policy number?
[CUSTOMER][NEUTRAL] Uh, the group is 269-42.
[AGENT][NEUTRAL] 26942.
[AGENT][NEUTRAL] For Florida Pro Health.
[CUSTOMER][NEUTRAL] Yeah, so I'm talking with [PII], the group contact, and she said she was having issues on the new site. She's already created her account. I show if I'm looking at it right, so the, the bill date invoice 6391385 has been paid in full, correct?
[AGENT][NEUTRAL] Mm let me see.
[AGENT][NEUTRAL] 2694.
[AGENT][NEUTRAL] Yes, it's been paid.
[CUSTOMER][NEUTRAL] OK, it's do we have auto pay capabilities?
[AGENT][NEUTRAL] No, we don't do auto pay for groups, um, we only do those that for individuals.
[CUSTOMER][NEUTRAL] OK, because she said she was having issues um and she never saw that a payment went through, so I didn't know if.
[CUSTOMER][NEGATIVE] Maybe I know we've had bugs and everything to work out with a new website. Maybe she clicked something and it actually did go through. Obviously it has because she, it's been paid, but she's concerned because she never saw a confirmation that it paid.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if she's able to log in, if she can see like the status that it's in where it says paid, um, that can be her confirmation or she can also click on the invoice and um oh when she submitted it, it should have, uh, sent a or printed a receipt but can't access that um but yeah I mean I guess all you can do is let her know that it was paid in.
[AGENT][NEUTRAL] It's showing paid in our system, so it was submitted, but there are some groups that were having issues where like they were getting an error when they submitted it, um, but it still went through, so I think it's just a bug they have to fix.
[CUSTOMER][POSITIVE] It still went through OK OK OK perfect that makes sense. OK, thank you so much.
[AGENT][POSITIVE] No problem bye.