AccountId: 011433970860
ContactId: 38c9ed32-4fa7-4774-8f21-f8d957c95149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447519 ms
Total Talk Time (AGENT): 201235 ms
Total Talk Time (CUSTOMER): 121891 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/38c9ed32-4fa7-4774-8f21-f8d957c95149_20250320T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] with Pin Agency. I need to make a payment on an invoice.
[AGENT][POSITIVE] OK, [PII], I'd be happy to help you with that. Um, can I get your group number, please?
[CUSTOMER][NEUTRAL] Group number is 26233.
[AGENT][NEUTRAL] All right, thank you. Could you please verify uh the address that we have on file?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you know the name of the group contact?
[CUSTOMER][NEUTRAL] I believe it's me, [PII].
[AGENT][POSITIVE] Oh, [PII], I'm so sorry. I thought you said [PII]. I am so sorry.
[CUSTOMER][POSITIVE] Yeah, yeah, no, that's OK. No problem.
[AGENT][POSITIVE] OK, [PII], thank you for that.
[AGENT][NEUTRAL] All right, let me get this pulled up so I can go and take the payment.
[AGENT][NEUTRAL] All right, so I see your March invoice for 2-1339.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Oh, I'm sorry, uh, 374 54.
[AGENT][NEUTRAL] Because it looks like they added back.
[CUSTOMER][NEUTRAL] No, my March invoice says.
[CUSTOMER][NEUTRAL] 2 1339.
[CUSTOMER][NEUTRAL] What what total are you showing?
[AGENT][NEUTRAL] Uh, 374 54 because they added, um, [PII]. It has a note that says that this policy was lapsed in error, so they added her back and her um her premium is 160, 115.
[AGENT][NEUTRAL] Does that sound correct to you?
[CUSTOMER][NEGATIVE] Her premium is 16115? No, that doesn't sound correct.
[AGENT][NEUTRAL] Let me see if maybe they're doing multiple months.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If maybe, if she was off the invoice for a couple of months, maybe that's why.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah. I think that's why cause she, her policy looks like it was lapsed in October. Um, and then,
[AGENT][NEUTRAL] Maybe you or someone else from their group contacted us and said it wasn't supposed to be.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Le
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's just her though, right? as a single.
[CUSTOMER][NEUTRAL] Employee, right? It's not, uh, OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, yeah. So I do see that it was reactivated and changed to individual coverage, um, as of 101, was reactivated on [PII]. So I think that is all of the premium. Let me make sure.
[CUSTOMER][NEUTRAL] The activated.
[CUSTOMER][NEUTRAL] Mm oh my.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3223.
[CUSTOMER][NEUTRAL] Her premium's 3223.
[AGENT][NEUTRAL] Yes, so that device.
[AGENT][NEUTRAL] So that's 5 months of premium, so.
[CUSTOMER][NEUTRAL] 5 months.
[AGENT][NEUTRAL] Yeah, because she was last October.
[CUSTOMER][NEUTRAL] Hang on one moment, can you, uh.
[AGENT][NEUTRAL] That was here too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that would pay your current with the group, um, is the 16115.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, so it'll be 374 54.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] For OK, so we'll we'll pay that unfortunately I'm on vacation and so I don't have my files to go back and and check, but if I'll pay the full premium today and then if there's an issue I'll call back when I get get off vacation.
[AGENT][NEUTRAL] OK, yeah, there shouldn't be because that's exactly 5 months of premium, um, which will pay her current with the rest of the group, so, um, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just getting some information entered in so I can take your payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Use websites with these verification codes.
[AGENT][NEUTRAL] Alright, so [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And that is for invoice 6383289.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Now can I get a copy of the invoice showing that full amount because the invoice I have right now doesn't show that.
[AGENT][POSITIVE] Yeah, absolutely, um, I will as soon as I take your payment, I will email that to you, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. Yeah, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] OK, yeah, I will email that to you as soon as we're done with this.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] All right, and I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] OK, card number is [PII].
[AGENT][NEUTRAL] All right, and the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And last thing I need is the zip code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And did you want the, this receipt sent to your email address or do you want a confirmation number?
[CUSTOMER][NEUTRAL] Uh, can you do both?
[AGENT][POSITIVE] Yeah, yeah, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm sending that payment through now.
[AGENT][POSITIVE] And it was successful. And uh you should see that receipt in your email um immediately. And then let me grab this confirmation number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, confirmation number is 02172.
[AGENT][NEUTRAL] S as in Sam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] All right. And I am sending that invoice over to you now as well. Um, is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] No problem. It's a pleasure. Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.