AccountId: 011433970860
ContactId: 45cd7dd7-3f2e-4744-a8d1-441f513568d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367440 ms
Total Talk Time (AGENT): 159965 ms
Total Talk Time (CUSTOMER): 107427 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/45cd7dd7-3f2e-4744-a8d1-441f513568d5_20250602T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just calling because I just realized we hadn't paid our April or I mean sorry, our May premium, and I just want to make sure this policy didn't lapse and if I could pay it online or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can assist you with premium payment information. May I have your name?
[CUSTOMER][NEUTRAL] My name's [PII].
[CUSTOMER][POSITIVE] I'm the bookkeeper with inspiration filled.
[AGENT][NEUTRAL] So it's a group. OK, sure, Ms. [PII]. And may I have the group number?
[CUSTOMER][NEUTRAL] 15103.
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, and um may I have the address on file for verification for the group?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're trying to make a payment?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, um, but
[CUSTOMER][NEUTRAL] If not, just note the account. I get a mail June and July no May and June.
[AGENT][NEUTRAL] My.
[AGENT][NEUTRAL] OK. Well, there's no extra payments to do a payment over the phone if you would like to do that, I can go ahead and get the person to take that payment for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's just gonna be a check by phone right? or does it have to be a credit card?
[AGENT][NEUTRAL] It has to be a credit card. We don't do checks by phone.
[CUSTOMER][NEUTRAL] OK, so the HR person just left to go get her eyes checked, so I'll have her do it when she, I can I do it online and pay it online?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Have you registered? Um, I can check. Let me check and see.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] She might be registered. I'm not, not that I know of, but if I can.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Maybe I should just get set up and register.
[AGENT][NEUTRAL] Mm, yeah. I believe it looks like you, you probably are, um.
[AGENT][NEGATIVE] It doesn't.
[CUSTOMER][NEUTRAL] Let me try real quick. I go to.
[CUSTOMER][NEUTRAL] So I just go
[CUSTOMER][NEUTRAL] Uh, oh no, so what, what's the log in? Where do I go to log in?
[AGENT][NEUTRAL] OK, so you can either go to [PII] and click on sign in, or you can go to [PII].
[CUSTOMER][NEUTRAL] Let me see if I could do it this way, see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it doesn't give me. I put in my email address. Oh wait, that's telling me to log in. Let me see if I could create an account. Hold on just one moment, create.
[AGENT][NEUTRAL] OK, um, it's not gonna let you create an account because an account is already created. You don't know the uh the login information, uh, like the email address on file, more than likely it's gonna be the main contact information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It might be
[CUSTOMER][NEUTRAL] Is it under key bonds? I can uh I can just have her do it when she gets back.
[AGENT][NEUTRAL] Yeah, I believe that's, that's who needs to go ahead and um get it set up. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I'll
[CUSTOMER][NEUTRAL] OK, but if not, can you note the account, is it gonna, it's not gonna um.
[CUSTOMER][NEUTRAL] Laps is it for nonpayment or be canceled?
[AGENT][NEUTRAL] Uh, right now, I don't see any actions. Um, I can go ahead and make a note and if you can go in later on and just see if you can make a payment or you can call us back and we can take a payment over the phone, that will really help. But right now, what I can do is go ahead and just make a note, OK?
[CUSTOMER][NEUTRAL] Can you just
[CUSTOMER][NEUTRAL] And do you by chance have the invoice number for June?
[CUSTOMER][NEUTRAL] So I can pay that one. I, I, I've been paying it early without any type of invoice number, but just in May I didn't do it.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] OK, um, let me get the invoices information.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 21st.
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] All right, so it looks like the invoice for June is going to be and there's 30s up front 638.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 962 7.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Have a great day thank you.
[AGENT][NEUTRAL] Yeah. I'll go ahead and make a note that you called today to, to make a payment and that you will check on it later on, OK?
[CUSTOMER][POSITIVE] All right, if yes, thank you.
[AGENT][NEUTRAL] Yeah, you can go on like I said, you can go online and try to do it online if you can if you are not successful, you can always call back with the credit card information, OK?
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.