AccountId: 011433970860
ContactId: 3af0c05d-248f-4bc8-b9bb-8892a62bb140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461119 ms
Total Talk Time (AGENT): 141471 ms
Total Talk Time (CUSTOMER): 49504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3af0c05d-248f-4bc8-b9bb-8892a62bb140_20250506T14:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEGATIVE] Yeah, I scheduled a payment last week and it seems to be hung up in your system somehow. I noticed it didn't hit the bank.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] And I went in and I
[AGENT][NEUTRAL] Is it, is it for your group or for your individual policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] OK, what, let's start with the group number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 21089.
[AGENT][NEUTRAL] All right, let me look at that real quick. Hang on one second.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 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] Alrighty, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Thank you. And what about the uh phone number we should have on file?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] is the office phone number would be [PII].
[AGENT][POSITIVE] Thank you. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] For me is [PII] it's my cell.
[AGENT][NEUTRAL] Alrighty, thank you [PII]. All right, so you said you scheduled a payment last week, but it still hasn't gone through. OK, let's see. I do see that.
[CUSTOMER][NEUTRAL] Yeah, I'm looking right at it says.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] Let me see why.
[AGENT][NEUTRAL] did not go through. Let me look and see what I can find out.
[AGENT][NEUTRAL] Alright, let's look while I'm asking the IT people, so let's look.
[AGENT][NEUTRAL] And see.
[AGENT][NEUTRAL] What's going on, see if I can find out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I wonder.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, I have our IT guy looking at it right now, so bear with me while he.
[AGENT][NEUTRAL] Checks on it to see what's going on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, cause I see that it's been submitted, but
[AGENT][NEUTRAL] I'm wondering if there's any other groups that are the same way, so let's see what.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] He says.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh he's writing us back so let's see.
[AGENT][NEUTRAL] Which invoice number?
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] The only one that's sitting out there to be submitted.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, he started typing and then stopped, so let's see what he's saying.
[AGENT][NEUTRAL] He's typing again, so maybe he'll have an answer for us.
[AGENT][NEUTRAL] Not seeing it on this side. I'll have to check with the system. OK, so he's having to go a little bit further and check it, um, on another system. So, um, what I will do is I will have him check this out for you and I will give you a call back with an answer once he finds out, OK.
[CUSTOMER][NEUTRAL] All right thank you you got the number?
[AGENT][NEUTRAL] Uh, 954-47, let's see, I can't read my hand right. 478-4214.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All righty, [PII]. I will give you a call as soon as we find out.
[CUSTOMER][POSITIVE] Alright thank you very much.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you.