AccountId: 011433970860
ContactId: 0f5b02af-ad96-4546-be50-b6d860bb070b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201130 ms
Total Talk Time (AGENT): 66413 ms
Total Talk Time (CUSTOMER): 76370 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/0f5b02af-ad96-4546-be50-b6d860bb070b_20250320T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am calling, um, my name is [PII], and I'm calling from CarePoint Insurance.
[CUSTOMER][NEUTRAL] Um, LLC, I do, I did receive an email saying that we are past due with the invoices.
[CUSTOMER][NEUTRAL] For uh February and March, but I don't understand why if we have um automatic is automatically deducted from our bank account.
[CUSTOMER][NEUTRAL] Do you know what's what's happening? Can I give you the invoice number?
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh yeah, I can look into that for you. Um, did you say your name was yesterday?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what is your group number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Where do I find this? Hold on.
[AGENT][NEUTRAL] Do you have the invoice with you?
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] If not, I can um look up the name of your company.
[CUSTOMER][NEUTRAL] The group number is 26,500.
[AGENT][NEUTRAL] 2650
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Uh, OK, yeah, for your point.
[AGENT][NEUTRAL] All right. And could you uh verify the address that we should have on file, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is there like a suite number or anything?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Your suite number for um in your address?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Uh, your your address.
[CUSTOMER][NEUTRAL] My address is [PII], and the [PII].
[AGENT][NEUTRAL] OK, we don't have that as the suite number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, OK, yeah, that's what we have, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull up and see what your invoices are, um, and also we don't do autopay, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Like through us, uh, it's, it's automatic, then it would be like a bill pay through your bank, but we don't do auto pay like through us, like we don't automatically distract from your account.
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Let me see how you guys have been paying.
[CUSTOMER][NEUTRAL] How do, ah, never.
[CUSTOMER][NEGATIVE] Like, everything has been deducted from me.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me a second. My, my insurance agent is calling me on the other line. Give me a.
[AGENT][NEUTRAL] OK.