AccountId: 011433970860
ContactId: ec4bfc53-76f0-47f7-be2c-390bbdebf3a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249660 ms
Total Talk Time (AGENT): 101812 ms
Total Talk Time (CUSTOMER): 92583 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/ec4bfc53-76f0-47f7-be2c-390bbdebf3a6_20250408T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], my name is [PII] and I'm calling from HRMCS.
[CUSTOMER][NEUTRAL] Um, the reason I'm calling is because last month I was able to go to the website.
[CUSTOMER][NEGATIVE] And pay from there. But now this month, uh, my invoice is due on the [PII] and it's not giving me the option to go in there and pay.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] And I'm gonna go on vacation, so I gotta make sure I pay.
[AGENT][NEUTRAL] OK, I can help you with the payment. Are you the insured or you're calling with the group?
[CUSTOMER][NEUTRAL] And we're going with a group.
[AGENT][NEUTRAL] OK, and what is your group number and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, the group number is 80099.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], I do see you here on the group. I just need you to verify the group name and address and your email address.
[CUSTOMER][NEUTRAL] OK, the room name is HR Management Consultant Inc. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So when you go into your invoice, um, and you open it up, do you see the submit button or you don't see it anymore?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] No. All I, no, I don't see anything. And um, it, it, you know, it only gives me the ocean to print the coupon, but it doesn't give me the submit ocean.
[AGENT][NEUTRAL] OK, um, the only other option I can get you to group billing if you wanted to make the payment with them.
[CUSTOMER][NEUTRAL] What do you mean by by the group billing, uh.
[AGENT][NEUTRAL] Like if you wanted to make the payment over the phone with the group, I'm explaining it to you, if you wanted to make the payment over the phone with the group billing department, you can do that, um, because we haven't received like any errors or anything in terms of the online service and I am going to let group billing know um that you are having, that you're having that error, but if you'd like to make the payment over the phone, I can get them for you if you like.
[CUSTOMER][NEUTRAL] I, I, I don't know what you mean by that.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And before I do that, was there anything else I could assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK. Well, thank you for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a group admin on the other line. She was trying to make a payment on the online service center, but she said it's not working for us, so she wanted to make the payment over the phone with us.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 80099.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK, you can send them to me.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII]