AccountId: 011433970860
ContactId: 55ecbe07-098a-4610-9c1e-88e2e858b95f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445760 ms
Total Talk Time (AGENT): 112094 ms
Total Talk Time (CUSTOMER): 192271 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/55ecbe07-098a-4610-9c1e-88e2e858b95f_20250312T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I got a notice that there's a missing premium from last year and they said I could call and pay with credit card over the phone.
[CUSTOMER][NEUTRAL] Did I pick the right option? OK.
[AGENT][POSITIVE] Yeah, absolutely, we can help with that. What is, do you have the policy number there?
[CUSTOMER][NEUTRAL] Oh yeah, let me get that um this was for policy number or group number is that the same?
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] 15479.
[AGENT][NEUTRAL] OK. Is it for your personal policy, like
[CUSTOMER][NEUTRAL] No, it, it's our companies, yeah.
[AGENT][NEUTRAL] And OK, it's for, it's.
[AGENT][NEUTRAL] It's a group. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let's take a look.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right, what is the name of the group?
[CUSTOMER][NEUTRAL] It is under adhesives. um oh, I'm sorry, that's my last company Acuderm A C U D E R M Incorporated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] Alright [PII] and do you have the invoice number?
[CUSTOMER][NEUTRAL] 635-357-4.
[AGENT][NEUTRAL] OK, and what's the amount?
[CUSTOMER][NEUTRAL] $281.88.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right [PII] thank you so much and then are you the contact for the group because it looks like we have somebody else listed for the group are you the admin?
[CUSTOMER][NEUTRAL] Um, [PII] is the main person. I am the bookkeeper though.
[AGENT][NEUTRAL] Alright, perfect. OK, let me get somebody on the line um and give them this invoice and let them know you're ready to pay by card just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let me just call billing. I don't even think this is about.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you this morning?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have [PII] on the line, a bookkeeper with a group needing to make a payment on a group.
[CUSTOMER][NEUTRAL] Alright, give me 1 2nd.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Caught me right in the middle of something.
[AGENT][POSITIVE] No, no, no worries.
[CUSTOMER][NEUTRAL] Trying to get caught up on some other stuff that I just kind of let go on the back burner.
[AGENT][POSITIVE] I hear you. No, no worries. And I'll be honest with you, [PII], looking at this, she said it was an outstanding invoice from last year, but I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 15479.
[CUSTOMER][NEUTRAL] Yes, Eyderm, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm I've been waiting on them. OK. Uh, let me pull up my
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email that I sent to, uh, and what did you say her name was?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Her name is [PII]. She said she's the bookkeeper. She did verify the group and [PII] is the contact and she gave me the invoice number and the amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It would have been, uh, let's see.
[CUSTOMER][NEUTRAL] Uh the June 6358796.
[AGENT][NEUTRAL] 635, she said 3574.
[CUSTOMER][NEUTRAL] Oh, yes, yeah, yeah, yeah, I'm sorry. Uh, 6353574 and that's April and the amount is 28188.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, and you said [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, you can send her over.
[AGENT][POSITIVE] Thank you, here she comes.
[CUSTOMER][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Ms. [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Acuderm. Yes ma'am, is your last name [PII]? Yes ma'am oh OK so I've been emailing you OK yes ma'am. I, I do apologize that this has not been dealt with before now, but I guess just with the end of the year that happened and it just and and then January coming and going and February coming and going and now we're in the middle of March it just everything is catching back up with me OK.
[CUSTOMER][NEUTRAL] Um, it is for the April invoice 6353574.
[CUSTOMER][NEUTRAL] Yes, alright, let me enter this over here real quick and everything.
[CUSTOMER][NEUTRAL] Uh, 281 88 replacement [PII].
[CUSTOMER][NEUTRAL] All righty, [PII], I'm ready for that card number. OK, [PII].
[CUSTOMER][POSITIVE] Thank you. And the name on the card?