AccountId: 011433970860
ContactId: 4e072b06-fed6-423e-a85b-7534dbed762b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202759 ms
Total Talk Time (AGENT): 91837 ms
Total Talk Time (CUSTOMER): 114697 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4e072b06-fed6-423e-a85b-7534dbed762b_20250108T14:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Sure. Good morning, [PII]. My name is [PII]. I have a policy through you all for my office. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Pretty good, pretty good. [PII], I have a concern. Let me give you my number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the office group.
[CUSTOMER][NEUTRAL] It's gonna be under group number 22498. You'll see it's Bill Helbig Insurance Agency, Inc. State Farm.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All righty, [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Thank you and please.
[CUSTOMER][NEUTRAL] Are you in, are you
[AGENT][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] Are you in a winter storm? Are you in the winter storm?
[AGENT][NEUTRAL] Um, well, it's cold outside, but I'm in more, more or less South [PII], so we're just really cold.
[CUSTOMER][NEUTRAL] OK, you're good. Yeah, it's cold, but, but you're not in that center. My son have a son in [PII], and they're getting hammered.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Oh yeah. My sister, my sister lives in um [PII] and they, the, the amount of snow that they've had the last several days is, is, is insane.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh my gosh, these poor people, I know, and then we're sitting here in [PII] complaining that uh we have uh 48 degree weather today and it's like, oh, we don't know what we're talking about.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] Oh no
[AGENT][POSITIVE] Exactly
[CUSTOMER][NEGATIVE] [PII], let me tell you, my concern is this. I, uh, we renewed the policy uh recently, but I haven't gotten billed, but you'll see my last payment was October. I haven't gotten, I never got billed for November or December and I'm very concerned.
[AGENT][NEUTRAL] OK, let me look at that for you, [PII]. Hang on one second.
[CUSTOMER][NEUTRAL] I need, I just need to pay. I wanna pay. I wanna make sure.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, the last invoice that was paid was November and that was at the end of October, um.
[AGENT][NEUTRAL] And let's see, I'm gonna go back to my other screen. Um.
[AGENT][NEUTRAL] OK, so your renewal, um, is effective [PII], so it does look like you're still in renewal hold so um there haven't been any invoices, uh, generated, um, and there won't be until that renewal process is finished, so you're not in any danger of being lapsed or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I can
[CUSTOMER][POSITIVE] OK, OK, my dear, that, that gives me a lot of peace because I had called a couple of times. I've been following up and I, I sure as heck don't wanna, you know, let that thing collapse, especially being in the insurance business.
[AGENT][POSITIVE] No, sir, you're good.
[AGENT][POSITIVE] Yeah, you're good.
[CUSTOMER][POSITIVE] OK. All right, so if I'm good, then you're good too, so.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] We'll let it go then I'll, I'll put a little note to keep, keep my eye on it. All right, my dear, have a good one.
[AGENT][POSITIVE] All right, that sounds good and thank you for calling APL and you have a good one as well.
[CUSTOMER][POSITIVE] My pleasure. Thank you. Good talking to you. Bye-bye.
[AGENT][NEUTRAL] All right, bye. You too. Bye.