AccountId: 011433970860
ContactId: 4804d870-a292-4859-b4f6-117b1b2361a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99919 ms
Total Talk Time (AGENT): 52300 ms
Total Talk Time (CUSTOMER): 49631 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4804d870-a292-4859-b4f6-117b1b2361a2_20250624T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. I just have a question really quick.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If a group is behind on their billing, how long does it take before the group lapse? Like these people haven't paid since April.
[AGENT][NEUTRAL] Well, from what I can tell, we're very lenient on that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We do send out overdue notices and tell them that they have 10 days to pay it or it will be lapsed, but I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I truly don't know what policy we adhere to like strictly if they were to email and say hey we've gotten behind, can we make it up? How can we fix this? We don't want to lapse they're always willing to work with somebody.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I mean he's just asking for like a week to get caught up and I was checking guru. I couldn't really find anything so I didn't wanna tell him like make the payments in a week for all the past due and it'll be fine if it really wasn't so I thought I would just check with somebody.
[AGENT][NEUTRAL] That's truly if they like if he would just email like maybe just care team and let them know hey I I just realized I'm this far behind I have every intention of doing it within this time period I'm it I'm sure it would be more than OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like, don't take my word for that, don't like quote me on that, but.
[CUSTOMER][POSITIVE] OK, awesome. I
[AGENT][NEGATIVE] I'm so not the one to make that call.
[CUSTOMER][POSITIVE] No, no, no, I'll tell him to send an email. Uh, no, no, no, I'll tell him to send an email and I'll just put in my notes that I told him that and everything like that. I appreciate the info.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] All right. Have a good one.
[AGENT][POSITIVE] You too. Thank you.