AccountId: 011433970860
ContactId: 21d003a8-9609-4ad4-88fd-0aec27e5e923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354700 ms
Total Talk Time (AGENT): 123636 ms
Total Talk Time (CUSTOMER): 109401 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/21d003a8-9609-4ad4-88fd-0aec27e5e923_20250529T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Um, OK, so can I give you an account number?
[AGENT][NEUTRAL] Mhm, sure you can.
[CUSTOMER][NEUTRAL] 21089
[AGENT][NEUTRAL] All right, and is this for a group, I would assume?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me just a second to pull it up.
[AGENT][POSITIVE] Top of the line management.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what do we have?
[CUSTOMER][NEUTRAL] OK, so, uh, I got some kind of message from my broker that the uh account was going to be termed.
[CUSTOMER][NEUTRAL] And I normally make a payment. I, I know we're behind. I normally make a payment on an invoice on the last day of the month, and I just wanna see if I can do that and make sure that a uh account doesn't get turned.
[AGENT][NEUTRAL] Mm, right, right, I see, I understand.
[CUSTOMER][NEUTRAL] Because right now there's 3 months due that would include May so I would be paying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] March it'd be like $1000. I just wanna make sure that if I pay that by Saturday uh I don't get turned and if I can get an email to that effect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I have it here. All right. Um, so as for the um payment of it, um, unfortunately, I am not, um, um.
[AGENT][NEUTRAL] Do not have access to that part of the information, but I will for sure go ahead and um transfer you to the billing department, so the
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Payment can be arranged. Mhm. All right. And I'll go ahead and uh what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] And I'll go ahead and um transfer to the billing department, so they're gonna go ahead and assist you further, all right?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. You have a good one.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] Oh hi [PII], what's up?
[AGENT][NEUTRAL] Um, all right, I have, um, I would assume it is, um, the, um, would it be like the group admin with group 21.
[AGENT][NEUTRAL] 089.
[CUSTOMER][NEUTRAL] 21089.
[CUSTOMER][NEUTRAL] OK, is it 2?
[AGENT][POSITIVE] Top of the line.
[AGENT][NEUTRAL] Mm, no, it's not a contact person.
[CUSTOMER][NEUTRAL] Is it
[AGENT][NEUTRAL] Um, I, I heard something different, [PII], I think he said.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, mhm.
[CUSTOMER][NEUTRAL] OK, what do they need?
[AGENT][NEUTRAL] Um, he said, um, that they received the letter for uh termination because they haven't paid for 3 months already, um, and he's trying to arrange something. I'm not sure if that is something that billing would manage. I was a little bit unsure on that.
[CUSTOMER][NEUTRAL] Yeah, I think when they get that it has to go through a supervisor, but let me ask the chat really quickly and see.
[CUSTOMER][NEUTRAL] I think you have to go through like underwriting I think or supervisor but I'm gonna ask.
[AGENT][NEUTRAL] Mm, OK. He, he wants to go ahead and pay for all those months.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Let me see if there's not and we may be able to just go ahead and take the time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, other than.
[CUSTOMER][NEUTRAL] Let me pull up. There was the thing. I think we can just go and take the payment. 2089.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh my gosh, they have a lot of different places.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And he wants to pay right now, right?
[AGENT][NEUTRAL] Um, yes, he does.
[CUSTOMER][NEUTRAL] OK, alright, um, and is his callback number the same one that's on the screen?
[AGENT][NEUTRAL] Yes, um, the one ending on [PII].
[CUSTOMER][NEUTRAL] OK, all right, you can go ahead and send him over.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are.