AccountId: 011433970860
ContactId: 0d8b0bdd-a237-43d0-b6ca-0866e337191c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572700 ms
Total Talk Time (AGENT): 129221 ms
Total Talk Time (CUSTOMER): 241092 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/0d8b0bdd-a237-43d0-b6ca-0866e337191c_20250425T14:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good morning, [PII]. I wanted to make a payment on our account.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK, are you calling from a broker's office or are you an agent?
[CUSTOMER][NEUTRAL] No, I'm calling you from my well, we're insured by you guys.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, can I have your policy number, please?
[CUSTOMER][NEGATIVE] Hold on because I'm trying to see where could I find this. I'm already I'm logging into your account to your thing. Where could I see it because I don't see it says contact administrative guide help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see
[CUSTOMER][NEUTRAL] Uh mm mm I don't know what's going on here.
[CUSTOMER][NEUTRAL] Mm mm mm mm.
[CUSTOMER][NEUTRAL] Mm mm mm mm mm.
[CUSTOMER][NEUTRAL] I don't have to go back and again I don't know. OK, hold on, no, let me give it to you now. I was able to get into.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, mm mm, OK, there's an invoice. Let me see, can I give you the invoice number?
[CUSTOMER][NEUTRAL] Would that help?
[AGENT][NEUTRAL] Um, I need the policy number or I can look you up by your first and last name.
[CUSTOMER][NEUTRAL] Well, well, it's different kinds of policies because it's a group of a bunch of people, OK, but let me look at the invoice itself mm mm mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's downloading it hold on.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, a group number 800 and then number 56.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and you're trying to pay your invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm actually paying the [PII].
[AGENT][NEUTRAL] April.
[CUSTOMER][NEUTRAL] Which is 63 86366.
[CUSTOMER][NEUTRAL] I do apologize. I totally forgot about paying you guys on the [PII].
[AGENT][NEUTRAL] Oh, no, you're OK. It happens.
[CUSTOMER][NEUTRAL] And when I got the new invoice I'm like oh crap I didn't pay April so I'm glad that.
[AGENT][POSITIVE] Oh, that's funny.
[CUSTOMER][NEUTRAL] I go let me call him now.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then can I get your company's name please?
[CUSTOMER][NEUTRAL] Par Services Inc.
[AGENT][NEUTRAL] OK, perfect. And can you provide the mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then can I get your email, please?
[CUSTOMER][NEUTRAL] My email is [PII]
[CUSTOMER][NEUTRAL] APR Services Inc. you might have AM or you might have accounting at PR Services Inc.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I just noticed something in the invoice you have one of our employees twice, is that correct?
[CUSTOMER][NEUTRAL] Is that a is that an error?
[AGENT][NEUTRAL] Uh, what is their first and last name? I can look at their policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], yes, correct. And for second [PII] I have his policy number.
[AGENT][NEUTRAL] Oh, OK. That would work.
[CUSTOMER][NEUTRAL] 2605879.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And the invoice is showing twice, 4133.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I mean that this is something that he would pay he needed to pay the month prior, and it was never done.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Could be.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I'm only seeing one policy for him. Let me see.
[CUSTOMER][NEUTRAL] Yeah, there's only one policy because it's the same policy number.
[CUSTOMER][NEUTRAL] But the only thing is it shows him twice.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So the the only thing I'm thinking is maybe it wasn't he he's new and it was not charged month prior, so it's been charged in this one in this invoice could be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me transfer you over to our group billing and then they will take that payment from you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, not a problem thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, yes, I have um a group admin on the line and she said that she's wanting to pay her invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] And what is that group number?
[AGENT][NEUTRAL] It is 80056.
[AGENT][NEUTRAL] And she gave me the invoice number too.
[CUSTOMER][NEUTRAL] OK, what's that invoice number?
[AGENT][NEUTRAL] It's 638-636-666.
[CUSTOMER][NEUTRAL] And did you catch your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And last thing I need is that callback number if you got it.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Um, I, OK.
[CUSTOMER][POSITIVE] No worries, I can, I can get it, no worries.
[AGENT][NEUTRAL] OK, I'm like I have the phone number that she's calling from. I totally forgot. OK, I, she also had a question, so she's on the OSC website right now and she said that one of her employers is listed twice.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No worries. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she was wondering if um they like she missed a payment or um if she, is she gonna be charged twice for his
[AGENT][NEUTRAL] Um, and she gave me his policy number.
[CUSTOMER][NEUTRAL] Did you catch the name of that person by chance?
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, it's.
[CUSTOMER][NEUTRAL] Yeah it looks like it's for March and April. Yeah, I'll take her.
[AGENT][POSITIVE] OK, sounds good. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I'm doing good how about you? I'm doing well I understand you.