AccountId: 011433970860
ContactId: 373cfcb7-eb26-4d0b-a485-500592b27cd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128440 ms
Total Talk Time (AGENT): 53840 ms
Total Talk Time (CUSTOMER): 71233 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/373cfcb7-eb26-4d0b-a485-500592b27cd3_20250422T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Can you look at this group's billing, um, with me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a question. I've got a broker on the other line. Um, it's 25031.
[AGENT][NEUTRAL] What's number?
[AGENT][NEUTRAL] Saboteur.
[CUSTOMER][NEUTRAL] Yeah, Sabour Inc. so he there's a note, the last note, um, that's out there so that they changed the billing frequency from 12 to 26 pay for an email receipt from the broker. He's saying he didn't send anything requesting that, so I'm just curious, was it the broker or was it someone at the group level that may have sent that over? That's what he's trying to confirm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, [PII] easily made this, uh, change, so let me see if there's anything out there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Uh, [PII] got a response from the group setting they would like to switch to biweekly billing going forward, and that was on [PII].
[CUSTOMER][NEUTRAL] OK, so it's from the group. OK. OK, OK, that is all I needed. Yeah, no.
[AGENT][NEUTRAL] Uh, no, it's from South SE Insurance Group.
[CUSTOMER][NEUTRAL] At the insurance group and you said it was.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was, it was on the email? [PII], OK, [PII], can't read my own handwriting. [PII] from the broker's office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, Southeast Insurance Group. Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And it's out the email correspondence is out in, um, billing correspondence in base.
[CUSTOMER][NEUTRAL] OK, I will let her know, yeah, mhm.
[CUSTOMER][NEUTRAL] Is that, is that, oh, is it out there in our base, OK, I should have went out there and left there. OK, thank you for telling me that. Every time I got there, it seems like I can't find anything, so thank you. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I totally understand. Some, some people put things out there and some people don't.
[CUSTOMER][POSITIVE] I know exactly. I got you. OK, well thank you. OK, I will let him know. Thank you so much. I appreciate it. Have a good day.
[AGENT][NEUTRAL] But yeah, it's out there.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] No problem. You too.
[CUSTOMER][POSITIVE] Thanks bye