AccountId: 011433970860
ContactId: 4ffa48cf-a2d7-4aeb-9f4f-52c95f938205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361190 ms
Total Talk Time (AGENT): 145730 ms
Total Talk Time (CUSTOMER): 137106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/4ffa48cf-a2d7-4aeb-9f4f-52c95f938205_20250310T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling API. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I would like to make a payment. Actually, I would like to see, to see the status first of the account. Would you be able to help with, with that?
[AGENT][NEUTRAL] Are you calling on behalf of a group?
[CUSTOMER][NEUTRAL] I'm calling on behalf of the group, yes.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII], could you provide the group number and the name of the group?
[CUSTOMER][NEUTRAL] Yes, it's 16583 Holliber Golf and tennis.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][POSITIVE] Thank you. Let's see.
[AGENT][NEUTRAL] And what's the mailing address at this location?
[CUSTOMER][NEUTRAL] It's [PII], sorry, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Very good and what's your email address, [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Now, is there another uh individual located as the admin for this group as well?
[CUSTOMER][NEGATIVE] It could have been [PII].
[AGENT][NEUTRAL] No. Showing an [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh. I don't show you as an admin, [PII]. Um, and you're wanting to give me the two things you're wanting to verify today?
[CUSTOMER][NEUTRAL] Well, here's the thing, [PII] is no longer with the company. So, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to change that, and then I wanna know how much we're past due. I'm actually calling to make a payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, so what we need to do is if we can get you [PII] to send us an email and I'll give you the address to send it to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's gonna be care team.
[AGENT][NEUTRAL] One word all together.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you're the new group admin?
[CUSTOMER][NEUTRAL] Uh, yes, for now. Mhm.
[AGENT][NEUTRAL] Oh, OK, so you'll need to just, you know, indicate that you're the currently the new group admin. [PII] is no longer there.
[AGENT][NEUTRAL] So what's your full name, first and last.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you're the group that men.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll need to give us instructions to make a change from [PII] to yourself.
[AGENT][NEUTRAL] And be sure you know you could put your email address in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um, in the meantime,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna say and then one because we can't disclose information with that we gotta get you changed to the admin.
[CUSTOMER][NEUTRAL] OK, so how many days is that gonna take? Because at the end of the day, if I just
[AGENT][POSITIVE] Oh, it's immediately. Yeah, it's, it's, it's immediate you'll get it, it'll be done today.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Um, and I can't make a payment over the phone either just to get this cleared?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You can you can, but we need to get you listed as the admin first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so and so once you send the email we'll get it to the appropriate department and so you may wanna also notate that you would like to make a payment over the phone, is it with a credit card?
[CUSTOMER][NEUTRAL] No, it's for the bank account. Now, can we do automatic payments going forward as well?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can you can and you will be able to discuss that uh with the department that will send your email to once we receive it so make sure you put your direct callback number in the email.
[CUSTOMER][NEUTRAL] OK, perfect. Also, um, just, can you notate the account that I called in so that they don't cancel the policy?
[AGENT][NEUTRAL] Oh sure, give me your last name, [PII].
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, yeah, I can note the account.
[AGENT][POSITIVE] And so if you can get that over to us this morning, we could take care of it.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect. I appreciate it. Thank you so much.
[AGENT][POSITIVE] And you're welcome and let me check one other thing.
[AGENT][NEUTRAL] Is it the
[AGENT][NEUTRAL] February month that you're paying for?
[CUSTOMER][NEUTRAL] Um, well, whatever is past due. I have an invoice here that's for March, but I wanted to make sure that everything else was paid prior to March.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, got it, got it, and you may wanna notate that in the email as well that way when they call you back they'll have all your questions answered.
[CUSTOMER][POSITIVE] Perfect. All [PII]. Sounds good. I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] Absolutely, [PII], did you have any other questions?
[CUSTOMER][POSITIVE] Uh, no, that's basically it. You have a nice day.
[AGENT][POSITIVE] Uh, you too, thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] OK, bye bye. Bye bye.