AccountId: 011433970860
ContactId: 442436c8-8d9b-4839-81d9-3ea3bd5a9a8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169720 ms
Total Talk Time (AGENT): 75525 ms
Total Talk Time (CUSTOMER): 78894 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/442436c8-8d9b-4839-81d9-3ea3bd5a9a8f_20250604T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. Uh, my name is [PII]. I, um, I'm calling from the office of Doctor Bird and Associates. I was calling to pay over the phone if possible.
[AGENT][POSITIVE] Oh yes ma'am let's see let me get all this pulled up for you real quick. Do you have the uh group number?
[CUSTOMER][NEUTRAL] Um, let me see, I'm sorry, I should have had that up, um, no.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] This is not it, uh.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, uh, looks like the group number is 22,730.
[AGENT][POSITIVE] All right, and I'm so sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would you confirm the physical address and phone number for me, please?
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Oh, you know what? I don't think I've changed the address, but, uh, uh, the address that you have is [PII] phone number [PII].
[AGENT][NEUTRAL] Is it possible that you may have changed the address? What would your new one be?
[CUSTOMER][NEUTRAL] [PII], uh.
[AGENT][NEUTRAL] Yes ma'am, I have that, but I don't have you down as a oh I do. I apologize. I'll say I didn't have you as a contact, but I do. Yes ma'am, I have that [PII].
[CUSTOMER][NEUTRAL] Oh my gosh, OK.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][POSITIVE] OK awesome yes.
[AGENT][NEUTRAL] And what was the amount you were wanting to pay?
[CUSTOMER][NEUTRAL] Uh, what is the uh.
[CUSTOMER][NEUTRAL] What what is the total that we owe?
[AGENT][POSITIVE] No worries, I can pull it up.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Um, well,
[AGENT][NEUTRAL] I don't have an open invoice for you at this time. Let me look to see what the last one was.
[AGENT][NEUTRAL] It doesn't look like oh the group's in renewal right now, so a new invoice will not generate until you guys are uh completely finished with that renewal process.
[AGENT][NEUTRAL] So at this time there is no balance due.
[CUSTOMER][NEUTRAL] Oh, OK, all right.
[CUSTOMER][POSITIVE] OK, all right, uh, that makes me feel better. OK, bye.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The it looks like without any changes the premium, the monthly premium was $1,038.23 so that's potentially what it would be unless there's some changes made to the whole group.
[CUSTOMER][NEUTRAL] It's 23.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, then I'll just uh wait for the invoice, um.
[AGENT][NEUTRAL] Yes ma'am, and they should generate that once you guys are done with that renewal process.
[CUSTOMER][POSITIVE] OK, sounds great. All right, well thank you so much for your time. You have a great day.
[AGENT][POSITIVE] No problem you too thank you [PII] for calling APL. You have a great week.
[CUSTOMER][POSITIVE] OK thank you you too bye bye.
[AGENT][POSITIVE] Thanks, bye bye.