AccountId: 011433970860
ContactId: ed84455c-101f-4916-9307-85397bb7d55f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386450 ms
Total Talk Time (AGENT): 164573 ms
Total Talk Time (CUSTOMER): 144200 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ed84455c-101f-4916-9307-85397bb7d55f_20250402T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, this is [PII] from, uh, Peachtree City OBGYN. Um, do you want me to give you the group number?
[AGENT][NEUTRAL] Uh, yes, please.
[CUSTOMER][NEUTRAL] OK 10811.
[AGENT][POSITIVE] Thank you and then [PII] can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you are you the admin for this group, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have a different contact um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, is that still correct?
[CUSTOMER][NEGATIVE] No, she passed away.
[AGENT][NEUTRAL] OK, um, are you able to verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that OK and then uh to get this information updated because it looks like it might be her email that we also have on file, um, you would need to send us an email, uh, that shows all of the corrected information that needs to be changed so the contact in the email and then whatever else might need to be.
[CUSTOMER][NEUTRAL] OK, all right, what is uh your um email address?
[AGENT][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I will get that done today.
[AGENT][POSITIVE] All righty. Yes, ma'am. Was there anything else I could help you with? Was that why you were calling? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, um, no, uh, uh, I, um, I've been here for like 27 years and I pay the bills here and my name is actually on this account with [PII] because we, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I have a policy. I have a, we both have a policy for you, but I've noticed this month that my name is no longer there, and I was wondering to know why it's [PII], and I have a policy number or certificate number if you need it.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, sure, so we're just needing to make sure that you are still active with this group.
[CUSTOMER][POSITIVE] Right, correct.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Because I had a term policy and it was from uh 4105 and here it is 20 years later and now it's off you know so I just wanna make sure what's going on.
[AGENT][NEUTRAL] Sure, absolutely. OK, so I do see, excuse me, I do see, uh, 3 active policies um with this group, um, 2 belong to [PII] and 1 does belong to you, uh, that looks like that's that, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like it's still alive. Oh, that's been an older one.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Was it just the one policy you were supposed to have with us?
[CUSTOMER][NEUTRAL] Yeah I think so. I don't know. I'm pretty sure.
[AGENT][NEUTRAL] OK, yeah, I am still showing that it is currently active, um.
[CUSTOMER][NEGATIVE] OK, but what for the bill for April, it I'm not even on it. It so the bill went down $20 or $29 or something, yeah, $29 what I normally, what the practice normally pays a month, but this month for April I'm fixing to pay the bill and it's my name is not on there. It's still [PII]. I mean it's just [PII], so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, we'll take a look at that. Do you have that invoice number by chance?
[CUSTOMER][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] For the one that I'm not on the bill that I'm not on?
[AGENT][NEUTRAL] Right, yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, yes, 0006384182.
[AGENT][NEUTRAL] OK, thank you. Alright, so [PII], I'm going to put you on a brief hold and reach out to our billing department regarding this. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. So I've got a uh group admin on the line, um, and she's saying that, uh, of course she's had a policy on in the group as well, uh, and she noticed on this latest invoice that she's not listed. Um, her policy is active, but she said on this new one she's just not listed on the invoice and didn't know why.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. What's a good number?
[AGENT][NEUTRAL] That is 10811.
[CUSTOMER][NEUTRAL] OK. And what's her name?
[AGENT][NEUTRAL] So we are speaking with [PII]. Uh, she did inform me that the contact [PII] has passed away, um, and so she does know to send us an email with that updated information.
[CUSTOMER][POSITIVE] OK, alright, well I can take a look into it and I can see what I can, uh, help her with. Let's do it for you.
[AGENT][NEUTRAL] OK, are you ready for her now?
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] Alright thank you bye.
[CUSTOMER][POSITIVE] Yeah, thanks.