AccountId: 011433970860
ContactId: 56cf09ac-668e-4e99-9b41-689092dff08d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 737320 ms
Total Talk Time (AGENT): 318917 ms
Total Talk Time (CUSTOMER): 344725 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/56cf09ac-668e-4e99-9b41-689092dff08d_20250325T15:05_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling AP.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. Uh, my name is [PII].
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How can I help you? Mhm.
[CUSTOMER][NEUTRAL] Yes [PII], um, I was calling regarding um uh I received yesterday my um just my monthly billing uh through the email and when I sign in.
[CUSTOMER][NEGATIVE] And ready to pay it just says nothing uh in other words like no, no billing, uh, can you check my account for a second?
[AGENT][NEUTRAL] OK, so are you calling [PII] um this is regarding paying a monthly bill for a group for a group?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The, the group
[CUSTOMER][NEUTRAL] For the group, right, right, it's from my office.
[AGENT][NEUTRAL] And you said that, but when you log in, it's not showing anything?
[CUSTOMER][NEUTRAL] No, it's not. I received the notice and I usually pay it right once I see the notice I pay it, but when you go in, uh, you know, I log in, etc. everything comes up, but it says no, no, no billing, uh, so you would like, let me give you the group number.
[AGENT][NEUTRAL] Sure. Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm, OK. Well, yes, sir.
[AGENT][POSITIVE] OK, first off, Bill, give me a good callback number for you please.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK, thank you and then the um group number?
[CUSTOMER][NEUTRAL] Group number is 22498.
[CUSTOMER][NEUTRAL] Yeah, you just let me know, hey, yeah, I need it for.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get the group's information pulled up.
[CUSTOMER][POSITIVE] Yeah, I'm gonna sign in again.
[AGENT][NEUTRAL] And then I will need to verify some things with you first.
[AGENT][NEUTRAL] OK, so just give me just a moment because once I do get the group's information pulled up, I will need to verify several things with you first for security.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so if you could please uh verify the group name and address.
[CUSTOMER][NEUTRAL] Ready? Bill Helig Insurance Agency, Inc. It's a State Farm agency.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And the address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want me to continue zip code [PII].
[AGENT][NEUTRAL] Thank you. And the primary, now, what is your full name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or who would we have, let me put it like, OK, and who would we have listed as the primary contact for the group [PII]?
[CUSTOMER][NEUTRAL] Me? [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have another name besides [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] There we go. OK.
[CUSTOMER][NEUTRAL] It's my legal name?
[AGENT][NEUTRAL] OK, thank you. And then your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the phone number that we showed for the group is the same as the one that you gave me, so that is the best contact number, is that correct?
[CUSTOMER][NEUTRAL] Right. It's me. It's me, it's me, it's me. I don't mind, I don't mind you asking me.
[AGENT][NEUTRAL] Yes she.
[AGENT][NEUTRAL] I believe you. I.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] You break up every so often.
[AGENT][NEUTRAL] And we, there's just certain things that we have to, and I'm sorry, I don't know why that is occurring. I do apologize about that. I've been having some difficulty with that, so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, no, she just didn't speak.
[AGENT][NEGATIVE] And I'm not sure. I'm sitting in the same, but all I did was go on vacation, [PII], and since I've come back from vacation, it's, it's not been very nice to me for some reason. I don't know why.
[CUSTOMER][NEUTRAL] Really? Uh, well, that's pretty common when you go away and you come back, it's things, it takes, takes a while to, to get things back under control. That's why sometimes I'd rather, I was out for uh for like 15 days and I came back and, and I was more nervous being on vacation than, than you and I believe because you say, well, I wonder what's going on with the office. I hope I don't have any, you know, little fires on my desk when I come back and that kind of thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So do I, did I really enjoy it? Yeah, yes, but once you start thinking about it, it's like, you don't know what to expect, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's, that is correct. Ah, that's correct. So give me just a second, Bill, to look at just a couple of things.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My, my billing just you may see it there, my last payment was actually 3 payments because the, the, the policy actually renewed, I think now in uh in, in January.
[CUSTOMER][NEGATIVE] Or and they were working in the renewal and then I didn't get billed etc. etc. so I, I paid uh 33 payments so I don't know if it's that's what's caused it or confusion or what, but it says you have no open invoices.
[AGENT][NEUTRAL] OK, so let's
[CUSTOMER][NEUTRAL] Yet I got notice and I know I gotta pay so go ahead, you check it out and hey, I don't need to know right now if you wanna look into it and call me back or or email me or whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, no, that's OK. I, I just wanna look at a couple of things before I
[AGENT][NEUTRAL] Um, transfer you to make sure that.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] right now.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so yes, but what I'm gonna do is I'm gonna transfer you to our actual billing department and let them know that you received your notification, however, it's not there, um, so that they can further assist you and you said that the last payment you made was was for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For 3 months. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I um
[CUSTOMER][NEGATIVE] Right, I paid uh [PII] that took into account [PII], [PII], and [PII]. The reason was that again, I wasn't, I wasn't getting notified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So now I got notified but I can't pay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Which I'm do.
[AGENT][NEUTRAL] Right. OK. So yes, it would have, yes, so that, that would have been sent, um, yes, by the billing department. So let me get you connected with one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One of our team members in that division and they you OK.
[CUSTOMER][NEUTRAL] OK, I'll be here.
[AGENT][NEUTRAL] So before I do that, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. I hope you have a wonderful day and a good week.
[AGENT][POSITIVE] Oh, well, well, thank you so much. I hope the same things for you and thank you again for calling APL OK, [PII]? So give me just one moment.
[CUSTOMER][POSITIVE] Our pleasure, my pleasure. All right, dear, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] How are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm all right, thank you. So I have um the admin for group 22498.
[AGENT][NEUTRAL] On the line.
[AGENT][NEGATIVE] And he was calling because he's received um an email notifying him that you know his payment is due. However, it's not, he doesn't see anything when he's locked logged in. I did not tell him this, but it does show this group has lapsed as of [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] But the group number is 22498.
[CUSTOMER][NEGATIVE] Yeah, I don't know why he got that order, um.
[AGENT][NEUTRAL] Or email, whatever.
[CUSTOMER][NEUTRAL] It's the 10, yeah, the 0s are sending out. We have 10s for some billing team and they're sending out overdue notices and they're supposed to check um.
[CUSTOMER][NEUTRAL] Like, uh, OSC and stuff before they send it, but.
[CUSTOMER][NEUTRAL] Yeah, um, I can talk to him if you like.
[AGENT][NEUTRAL] Who's doing that? I'm sorry, [PII], you kind of went out on me. Who, who?
[CUSTOMER][NEUTRAL] No, it's OK. It's uh the [PII].
[AGENT][NEUTRAL] Yeah, he's sending what out again? Say that.
[CUSTOMER][NEUTRAL] The temps that we have working in with billing, um, yeah, they're supposed to be checking OSC but
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We were getting a lot of calls and emails about um like notices like this going on error. So uh if you wanna tell him it was sent back an error you can or.
[AGENT][NEUTRAL] I've gotten a lot of billing calls recently, so.
[AGENT][NEUTRAL] Yeah, if you'll just explain because he said he knows that the payments are due, the last one he made, he said was [PII] and that was for January, February, I'm sorry, December, January and February, so he knows that there's one due, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that
[CUSTOMER][NEUTRAL] Yeah, that was his last invoice. They don't have any invoices do you like if, um, the [PII] looked in OSC they would have seen that there weren't any invoices open, but I don't really know what's going on there. But if you want me to explain it to him, I can, or if you wanna just tell him that it was sent an error.
[AGENT][NEUTRAL] Yeah, but I don't know that that group, but I don't, yeah.
[AGENT][NEGATIVE] And I don't know, like I said, this group is showing as lapsed, but I didn't get the impression that it should be.
[AGENT][NEGATIVE] It shows it was lapsed in February, like 5 days after he paid.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's, oh, it may be a different group number. Let me see, 80123.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 22498 is what he gave me and that's what I was looking at.
[CUSTOMER][NEUTRAL] Yeah, I think they have a new number.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, that's what in the notes it says they have a new group number 80123.
[AGENT][NEUTRAL] I see it. I'm just, I'm in there now. I was about to make my notes, so I didn't, I had not seen that, but anyway.
[CUSTOMER][NEUTRAL] Yeah, if you wanna send them over, I can talk to him.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate it and I hope you have a good day if I don't talk to you again, but at this rate, I probably will.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] All right. Well, here comes [PII] then. I mean, and he is [PII], but he goes by [PII].
[CUSTOMER][NEUTRAL] OK and you said his name is [PII] right, got it.
[AGENT][NEUTRAL] Yeah, I mean, if you'll see the admin's name is listed as [PII], but I mean that's just the Spanish name. [PII] is what he goes by for English.
[AGENT][NEUTRAL] So it's the same person is what I'm saying, OK?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] OK got it thank you.
[AGENT][POSITIVE] All right. Well, thank you, ma'am. Here he comes.
[CUSTOMER][NEUTRAL] OK