AccountId: 011433970860
ContactId: 0c9e946f-83bd-4278-9f03-9a55ce2ec62f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190110 ms
Total Talk Time (AGENT): 49875 ms
Total Talk Time (CUSTOMER): 74881 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/0c9e946f-83bd-4278-9f03-9a55ce2ec62f_20250424T17:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I got a um an invoice from my insurance, the guy who sold us this insurance saying that a bill is overdue and
[CUSTOMER][NEUTRAL] I just bought this company that has your service and I'm trying to like I never got the bill so I need to go in and set up an account, have the bills come to me and be able to pay the bills.
[AGENT][NEUTRAL] OK, so you're calling about a group account.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, I can tell you my company name. I don't even have, I have the invoice number where they said it was outstanding and I have, um.
[CUSTOMER][NEGATIVE] Like a reference number, but I don't even have our account number or anything.
[AGENT][NEUTRAL] OK, I can only search by the group number. um, what's the group name?
[CUSTOMER][NEUTRAL] Our company is Mr. Auto Glass.
[AGENT][NEUTRAL] And you need to pay the insurance premiums for the company?
[CUSTOMER][NEUTRAL] Yeah, it's, it says it's past due, so I would like to pay it, but I also need to get.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get it set up so that I received the bills and all that.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] Cause I didn't
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment, let me get, get you over to group billing one moment.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. I have [PII] on my back line with Mr. Auto [PII] calling to make uh the invoice payment for the premiums.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let's see, hold on one second.
[AGENT][NEUTRAL] She doesn't have a group number.
[CUSTOMER][NEUTRAL] Oh, so you haven't verified her?
[AGENT][NEGATIVE] I can't because I can't search by name. I can only search by group number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, give me one second.
[CUSTOMER][NEUTRAL] Sorry, I wanted to get into that site. OK, you said her name was [PII]?
[AGENT][NEUTRAL] [PII] with Mr. [PII].
[CUSTOMER][NEUTRAL] Mr. [PII]
[CUSTOMER][NEUTRAL] All right. And her callback number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, thank you. I'm ready to take care.
[AGENT][POSITIVE] OK, thanks.