AccountId: 011433970860
ContactId: 3022c175-b241-4d5f-ae44-b9b0fe71b547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165699 ms
Total Talk Time (AGENT): 46182 ms
Total Talk Time (CUSTOMER): 89411 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3022c175-b241-4d5f-ae44-b9b0fe71b547_20250609T21:46_UTC.wav
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[CUSTOMER][NEUTRAL] May
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing well. This is [PII] with Hard Rock Construction.
[CUSTOMER][NEUTRAL] Uh, we are new to you guys, so still a little confused.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, question, my group, let me give you my group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 269-86.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][POSITIVE] OK, I'm so sorry about that. Uh 2966.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] 29 I mean 269-86.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what is the address of your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] You need the phone number? [PII]
[AGENT][NEUTRAL] OK, and then what was the telephone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you trying to set up the account?
[CUSTOMER][NEUTRAL] Uh, no, it's set up. I'm, I'm just trying to confirm something, so we have, I have in front of me that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] April
[CUSTOMER][NEUTRAL] April would have been due in May, right?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] The April premium would have been due in May. It's in the May premium will be due in June and the June premium will be due in July, correct?
[AGENT][NEUTRAL] Uh, yes, it looks like, well, we actually, um, since you're new, it looks like we've got May and June.
[AGENT][NEUTRAL] Those are both due.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I don't.
[CUSTOMER][NEUTRAL] See where I have a bill for like they went online and paid the two bills that was outstanding which was.
[CUSTOMER][NEUTRAL] The April premium and the May premium, so is there a.
[CUSTOMER][NEUTRAL] Bill out there for June already.
[AGENT][NEGATIVE] No, there, there's not, there's not a bill for June yet, no, there's not.
[CUSTOMER][NEUTRAL] OK, so that one won't come up until [PII] somewhere in there, right? OK, just wanna make sure.
[AGENT][POSITIVE] Correct, to there, yes, that's right.
[CUSTOMER][POSITIVE] OK, just wanna confirm, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.