AccountId: 011433970860
ContactId: 38c80235-3584-43c0-9fd2-185c63508a20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279450 ms
Total Talk Time (AGENT): 122566 ms
Total Talk Time (CUSTOMER): 118517 ms
Interruptions: 3
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/38c80235-3584-43c0-9fd2-185c63508a20_20250519T13:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ADL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good morning. This is [PII]. I'm calling from Sunco Research Associates. Uh, it's for
[CUSTOMER][NEUTRAL] Uh, group number 80102.
[AGENT][NEUTRAL] 80102.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, [PII], thank you. And can you give me a good callback number just in case we get disconnected, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes, with a [PII].
[CUSTOMER][NEUTRAL] That's the, the area code, yeah, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. OK. Thank you.
[AGENT][NEUTRAL] OK, and you said you are calling on group.
[AGENT][NEUTRAL] Um, 80102.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][POSITIVE] And get everything moved. I do apologize.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, and can you verify the address that we have on file, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], which on the invoice suit does not appear. It just has the [PII].
[AGENT][NEUTRAL] OK, and can you verify the email address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] Well, we have now we have put the billing at [PII] and you should have also [PII].
[AGENT][POSITIVE] OK, thank you so much. And what can I do for you today?
[CUSTOMER][NEUTRAL] Well, uh, I paid the bill actually Friday I noticed, uh, we had not paid the bill because.
[CUSTOMER][NEUTRAL] I am not getting, I thought I had set up the automatic. Do you have that feature that I can have an automatic payment?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yeah, ma'am.
[CUSTOMER][NEUTRAL] You do not
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's, yeah, OK, so I have to make myself a reminder that the payments are due between what is the, the payment due date, uh.
[AGENT][NEUTRAL] You have a thirty-day grace period once you get that bill.
[CUSTOMER][NEUTRAL] OK, well, I did process the bill, uh, the payment Friday.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, I don't know if you have that still showing in your system.
[AGENT][NEUTRAL] I can see that. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, that's all I, I needed to just make sure we don't wanna have that coverage left, so, alright, thank you so much.
[AGENT][NEUTRAL] Well, no, ma'am, um, and, and this is so you can go online and make your corrections and everything before you, you make your payment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So if you have anybody come off of the invoice you can make, you can reconcile your invoice right there and.
[CUSTOMER][NEUTRAL] OK, so I.
[AGENT][NEUTRAL] And so that uh and but once you make us changes just make sure you save the changes before you submit your invoice.
[CUSTOMER][NEUTRAL] Oh, OK, that's how it works, OK, all right.
[AGENT][POSITIVE] Yes ma'am and if you have any questions, if you ever, whenever you come across one and you have someone come off your invoice before you pay it, if you need help with that, just please feel free to give us a call and we'll be glad to help you in any way we can on that.
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Oh, that'd be great thank you so much for your assistance, greatly appreciate it.
[AGENT][POSITIVE] You're, you're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be it. You have a great week, and thank you very much for your assistance.
[AGENT][NEUTRAL] You as well and
[AGENT][POSITIVE] Well, thank you for calling APL and you have a wonderful day as well and a wonderful week.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.