AccountId: 011433970860
ContactId: 1975b129-e22f-4908-8fc9-f38da0a24ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97500 ms
Total Talk Time (AGENT): 33787 ms
Total Talk Time (CUSTOMER): 53530 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/1975b129-e22f-4908-8fc9-f38da0a24ddc_20250211T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, um, I have somebody with a group that wants to make a payment. Can I give you the group number when you're ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, group number is 26484.
[AGENT][NEUTRAL] 26484.
[CUSTOMER][NEUTRAL] Should be for uh Benina Insurance Agency.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Or, um, and they're wanting to make a payment?
[CUSTOMER][NEUTRAL] Yeah, so I have [PII] on the line, so she was asking me, she said she had just gotten an invoice, she paid the bill for February, but if an invoice hasn't generated for the next month, which I don't see it has, they can they make a payment yet or no? OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] We, we don't recommend it just because we don't have anything to apply it to, um, so it would just sit out there and then 9 times out of 10 get overlooked when the March invoice actually generates.
[CUSTOMER][NEUTRAL] OK, so the [PII] would be the next bill date correct, but she just need, OK, I did tell her that. Alright, I didn't know if they had to wait for the bill or not, so I, I can tell her that. I apologize. I didn't know.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] All right, thank you, dear.
[AGENT][POSITIVE] You're welcome.