AccountId: 011433970860
ContactId: 032cb1e3-b68e-4c27-86e7-7859b8c86ff5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1166449 ms
Total Talk Time (AGENT): 509936 ms
Total Talk Time (CUSTOMER): 158495 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/032cb1e3-b68e-4c27-86e7-7859b8c86ff5_20250127T16:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and billing. How may I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Male.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Male, can you hear me?
[AGENT][NEUTRAL] I can hear you, but can you hear me?
[CUSTOMER][NEUTRAL] I can hear you too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have um [PII].
[CUSTOMER][NEUTRAL] Uh, she is the group admin for group number 26484.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Guess it's pronounced Paina Insurance Agency, but she's calling about an invoice she received a mail an email from APL service.
[CUSTOMER][NEUTRAL] [PII] not sure who that's from, but it's regarding an invoice and she has questions about it.
[AGENT][NEUTRAL] OK, and you got a good callback number, please?
[CUSTOMER][NEUTRAL] I do. That number is [PII].
[AGENT][NEUTRAL] OK, and she's got a question about her invoice, is that correct?
[CUSTOMER][NEUTRAL] Yeah, she didn't have the invoice number, but I do see a note in EMP and X or EMPNT, and it looks like [PII] said that she or [PII] will call her back. That was [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Looks like the renewal was just completed, so I'm not for sure exactly what questions she has and she did not have an invoice number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It does not look like the invoice has been completed. It's in renewal now, but I can take her. That's not a problem, um, but you can send her on and I will see what I can do for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, Male, thank you. Here she comes.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day. Thanks.
[CUSTOMER][NEUTRAL] Uh huh bye bye. You too.
[AGENT][NEUTRAL] Hi [PII], this is Mola in group billing. Um, [PII] said you had a pro uh question about an invoice or an email that you received.
[CUSTOMER][NEUTRAL] Yeah, I just don't know, do I owe money right now or what, what is that about?
[AGENT][POSITIVE] OK, I can help you with that and I understand a good callback number is.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct. Mhm.
[AGENT][POSITIVE] All right, thank you so much. Let's see. So, um,
[AGENT][NEUTRAL] Let me see what we have here.
[AGENT][NEUTRAL] Alright [PII], um, you're not on our online service center, are you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, that's fine, that's not a problem, um, but if you do decide to register on our online service center you will be able to um.
[AGENT][NEUTRAL] See the invoices that are outstanding, so the ones that are paid, you will also be able to download an invoice you will also be able to um reconcile your invoices and also if you decide to you would be able to pay online if that's something that you might wanna do um but that notice that you received what exactly did that notice say?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I just got an email. I didn't go online to look at what it is, um.
[AGENT][NEUTRAL] OK, that's fine. I mean if it's uh it may be where we um done our invoices this weekend, so you probably got notification that the an invoice is out there so that would be let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You are due it looks like for February so that's just telling you that your February invoices um out there to be viewed.
[CUSTOMER][NEUTRAL] OK, what is the amount due?
[AGENT][NEUTRAL] Hold on just a moment and I can help you with that as well.
[AGENT][NEUTRAL] Um, the amount for that invoice is $490.72 and you will also be getting a paper bill as well.
[CUSTOMER][NEUTRAL] OK, because I prepaid, um, so that one was not prepaid.
[AGENT][NEUTRAL] Um, I'm showing that this invoice is paid, I mean, policies are paid to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII], so let me see what we have and I can help you with that as well. So hold on just one moment let me see if you said you prepaid so let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And when did you prepay?
[CUSTOMER][NEUTRAL] Uh, December.
[AGENT][NEUTRAL] December. OK.
[AGENT][NEUTRAL] Let's see what we have.
[AGENT][NEUTRAL] OK, I see the last payment that we received was on um.
[AGENT][NEUTRAL] [PII] and that was for $61.34 and that paid your January invoice.
[CUSTOMER][NEUTRAL] OK, but that wasn't, that was just an additional person that was added, um.
[AGENT][NEUTRAL] OK. Well, I, I'm, I'm, I'm looking for, so hold on just one moment. Let's see. No problem. Um.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I do see that on the [PII], you did pay the.
[AGENT][NEUTRAL] Hold on. It's coming up and I do apologize. Um.
[CUSTOMER][NEUTRAL] Oh no, it's fine. I'm doing stuff.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] My computer just froze.
[AGENT][NEGATIVE] Hold on just a moment. Like I said, it's just my computer just froze.
[CUSTOMER][NEUTRAL] Oh, that's fine. I'm not in a rush.
[AGENT][NEUTRAL] But from what I'm able to see on um the [PII] we did receive a payment for um December and also paid.
[AGENT][NEUTRAL] Um, January and like you said that must that was an additional.
[AGENT][POSITIVE] Payment for a one person I think yes ma'am.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] We try to do this again.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Bless you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. All right. I'm gonna pull this back up and see if it'll work.
[AGENT][NEUTRAL] Because it does look like you are paid current.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] I just, if I owe that $400 right now, I just wanna pay.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] If I owe that amount um right now because I thought I prepaid, but if I owe it I just wanna pay it.
[AGENT][POSITIVE] OK, that's not a problem. Not a problem. Um, but like I said, it just, it does look like, um, let me see. I wanna make sure that I got all my ducks in a row.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And to make sure that we got everything applied that you just sent.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's coming back up. I do apologize. I'm so sorry.
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] I'm checking all my avenues. I just wanna make sure that we got you straight on that, so.
[CUSTOMER][POSITIVE] Oh, I appreciate it. Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] November, so what your November payment is.
[AGENT][NEUTRAL] [PII]. Let's see.
[AGENT][POSITIVE] OK, that did pay your December and the January, so yes, the February is still outstanding. I mean, well, we just be off for February, so, um, and I talked to you on that day. So I remember us talking about that you said you was going to.
[AGENT][NEUTRAL] You wanted to pay that and then.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] You just got those too and said that you would call back so.
[AGENT][NEUTRAL] I do remember that now. Um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And that's not a problem we don't have a problem with that. um I just like I said, I just wanna make sure that I, I had it right.
[CUSTOMER][POSITIVE] Yes, thank you. I appreciate that totally.
[AGENT][POSITIVE] Oh, no problem. Um, I'm just glad I'm able to help. So you, you, you wanna make a payment?
[AGENT][NEUTRAL] Is that what you're saying? OK, uh, for the February.
[CUSTOMER][POSITIVE] Yeah, let's might as well do that mhm.
[AGENT][NEUTRAL] Invoice, uh, all right, I can help you with that. Let's see.
[CUSTOMER][POSITIVE] Yep, the next one doe boy.
[AGENT][NEUTRAL] Let me get back to that screen.
[AGENT][NEUTRAL] I know I had it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, [PII], let's see.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So that is.
[AGENT][NEUTRAL] You didn't have anybody come off for your invoice or anything?
[AGENT][NEUTRAL] Or a or
[CUSTOMER][NEUTRAL] Uh, not yet, no.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][NEUTRAL] All right. So that's 49072.
[AGENT][NEUTRAL] And that is for the February invoice.
[AGENT][POSITIVE] I'm entering the information. Thank you for being patient.
[CUSTOMER][NEUTRAL] Uh, no, it's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright [PII], I am ready for that card when you're ready.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so we've got [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it's not taking that.
[CUSTOMER][NEUTRAL] [PII]. I don't know I was multitasking money giving you the wrong one.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, it was, it was my error. I keyed it wrong. So it's [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the name on the card, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII]. And the expiration date, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that security code, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code on that card, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], so today we're making a payment of 4 $490.72 on the February invoice 638-0786 on the card ending in [PII].
[AGENT][NEUTRAL] Expiration [PII] [PII].
[AGENT][NEUTRAL] With the security code of [PII] and the zip code [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. If you hold on just a moment, I'll get you that authorization.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], and that authorization ID is.
[AGENT][NEUTRAL] 288.
[AGENT][NEUTRAL] 015.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can do for you today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.