AccountId: 011433970860
ContactId: 0ab216fd-2f87-42dd-8b8f-94d36f71b943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452640 ms
Total Talk Time (AGENT): 169988 ms
Total Talk Time (CUSTOMER): 181054 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0ab216fd-2f87-42dd-8b8f-94d36f71b943_20250530T18:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm looking to speak with Ms. [PII].
[AGENT][NEUTRAL] And [PII], what is a good callback number please, ma'am?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And this is, can I tell her what it's regarding? I'm checking to see if she's available.
[CUSTOMER][NEUTRAL] Uh, it's about, um, you know, uh, I work for that's an Andrew's club, and I'm trying to make a payment. However, the, uh, invoice doesn't look correctly, so I want her to help me, uh, see what's the issue and adjusting it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have that group number available?
[CUSTOMER][NEUTRAL] Uh, yes, hold on, uh, it's 16381.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Maybe you can help me with that?
[AGENT][NEUTRAL] Let's see, I was just giving her that information.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can check it too. Let's see if she's available.
[AGENT][NEUTRAL] And [PII], what is the name of the group?
[CUSTOMER][NEUTRAL] Uh, the San Andrew's Club.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can you verify that address, please, ma'am?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Still waiting for her to respond in the meantime I can pull up that invoice and take a look at it for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] And is this for the June invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I finally got that pulled up. [PII]. Well, how can I help you if she still hasn't answered yet.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So if you see the uh [PII], the policy number is 2554603.
[CUSTOMER][NEUTRAL] we should be charged at the 3254, and we have all those 15 and 24 cents plus 1 for 4778.
[AGENT][NEUTRAL] OK. So it looks like this actually goes back to October.
[AGENT][NEUTRAL] So you've got an October charge, November, December, January, February, March, April, May.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Charges for his for the policy.
[CUSTOMER][NEGATIVE] But I don't understand why we were, you know, she was, uh, uh, last month we paid 32.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 54 and uh every other month let me bring my schedule here.
[AGENT][NEUTRAL] Yeah, and [PII] is not replying. What I can do, Ms. [PII], is I can transfer you to our billing department and they can take a deeper look at that at that for you. Would you mind holding one moment?
[CUSTOMER][NEUTRAL] Um, she's not available.
[AGENT][NEGATIVE] She's not responded to my um text to see if she's available.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, yes, transfer me please.
[AGENT][POSITIVE] All right, if you don't mind holding just one moment, and by the way, have a great weekend.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII]. How are you?
[AGENT][POSITIVE] I'm doing good, thank you for asking. I have.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I have group number oh gotta go back up to the top of the invoice I'm sorry.
[AGENT][NEUTRAL] Group number 16381.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it is for the Saint Andrew's Club and I have [PII] on the line. I do see her as a user in the OSC.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And her callback number is [PII].
[AGENT][NEUTRAL] 266-5702 and I verified the group information.
[AGENT][NEUTRAL] She called asking for [PII], but she never replied, so she is calling regarding her um invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And all the charges for [PII].
[CUSTOMER][NEUTRAL] OK, let me get that pulled up here one sec.
[AGENT][NEUTRAL] So I did tell her that it was, looks like charges going back to October, but she's stating that they paid those.
[CUSTOMER][NEUTRAL] OK, tell me that person's name again. I'm sorry, [PII], is it on? What is that person's name, please?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yeah, or I can give you the policy number if you want.
[CUSTOMER][NEUTRAL] Yeah, either one is fine. What you got.
[AGENT][NEUTRAL] The policy number is 2554603 since I'm not sure how to pronounce it.
[CUSTOMER][NEUTRAL] Uh, no, 255-4603.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sweet.
[CUSTOMER][NEUTRAL] [PII], OK, and I'm talking to [PII]. OK, I'll be it.
[AGENT][NEUTRAL] Yeah, that one.
[AGENT][POSITIVE] All right. Thank you, [PII]. Good to talk to you. Have a great weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You have a great weekend as well.
[AGENT][POSITIVE] All right. Let me get Miss [PII] on the line. Thank you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] in our billing department I have explained what you're asking, and she's checking on that for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] You do too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm good, thank you, thank you for taking my phone call. You're welcome, absolutely. I understand that you're calling on this and forgive me if I don't pronounce this right, um, Mea [PII], is that right? Yes, uh, in my June invoice she is here several times, and I don't understand why we have been, um, she has been in my invoice for 3.
[CUSTOMER][NEUTRAL] 54 for, you know, I mean, many months for, I mean, since ever.