AccountId: 011433970860
ContactId: 5abc965f-33d3-4b17-86e0-707441a80219
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 565489 ms
Total Talk Time (AGENT): 280028 ms
Total Talk Time (CUSTOMER): 169954 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/5abc965f-33d3-4b17-86e0-707441a80219_20250128T20:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling with Rate's organization, and I know we need a little bit of help trying to get some payments out. Apparently, uh, the person that was doing them is no longer here, and she hadn't for them. I need an overnight address where I can send this to like [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, for a claim?
[CUSTOMER][NEUTRAL] No, um, for our payment for our billing, um, as an organization.
[AGENT][NEUTRAL] Oh, for premium.
[AGENT][NEUTRAL] Oh, I see for the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got you. OK, sorry, I just wanted to make sure we were on the same page. Sure, um, before that, [PII], if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Can I give you our group number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, 954.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 3643042
[AGENT][POSITIVE] OK, thank you, and then yes I'll take that group number please.
[CUSTOMER][NEUTRAL] OK, it is 15372.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That Rick Case Enterprises?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, can you verify the contacts that we do have on file?
[CUSTOMER][NEUTRAL] Uh G Nan.
[AGENT][NEUTRAL] Yeah, OK, she's one, yeah, I do have Gan, um, I also have Darren [PII]. Is that no longer accurate or is that still accurate?
[CUSTOMER][NEUTRAL] Payroll?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] They are, they are, they just had not sent it out, so we're helping out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, no worries. OK, and let's take a look here um are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yes, um, sorry, it is [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, awesome. Thank you so much for verifying that information, [PII]. OK, let's take a look here.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, OK, so if it's just kind of like a dire situation, you can do the same with us, um, we can plan over the phone at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is that what you, we can take a payment over the phone.
[CUSTOMER][NEUTRAL] I don't have access to that.
[AGENT][NEUTRAL] Oh, OK, OK, um, give me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Are you saying like an overnight address um if that is possible or?
[AGENT][NEUTRAL] Right, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I think it is, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, we do have an overnight address um let me know when you're ready for that.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Sure, OK, so it would be of course addressed to [PII], um, that address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, that's the name of the city, [PII].
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Um, [PII]. OK, anybody's special attention?
[AGENT][POSITIVE] Um, just address the [PII] is perfectly fine.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um, OK, so overnight is fine. I'm doing it right now. OK. Um, anybody?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, I will let you know as well [PII]. I know you did say that there's been some changes, um, have y'all uh registered an account online with us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can make uh payments that way as well, OK.
[CUSTOMER][NEUTRAL] No, and that's the next step that I.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, how can I do that?
[AGENT][NEUTRAL] Yeah I can give you that web address sure uh let me know when you're ready for the web address.
[CUSTOMER][NEGATIVE] I don't know why this thing is giving me a hard time.
[CUSTOMER][NEUTRAL] It's always when you're in a rush.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK, what is the web address?
[AGENT][NEUTRAL] Yes, OK, so it's the word [PII].
[AGENT][POSITIVE] With an [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, did I get [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can follow those steps. The information that's inputted does have to match what we have in our system, um, so the email that we've got is, uh, [PII]. Uh, you did verify the address and everything correctly and then of course the group number. So that's just a good option, I think, um, just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] OK, uh, that's all. Can they document our statement that that's what we're we're doing now, um, we're gonna overnight the check right now and but we're gonna write.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'll, I'll definitely be making a note.
[CUSTOMER][NEUTRAL] OK, what is your name? Sorry.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] If you'd like actually [PII], if you've got, I know you're in a bit of a rush if you don't mind um I could put you on a brief hold and reach out to our billing department, uh, just to let them know right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, please, I'll hold.
[AGENT][POSITIVE] Absolutely, no worries. OK, thank you one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][NEUTRAL] Doing all right thank you. I've got a group admin on the line um apparently I don't know that she sounds like they're in a bit of hot water, uh, getting a payment to us she said there's recently been a lot of changes um I did give her our overnight address but she asked that I let y'all know that they are going to be sending this payment out so I was, I was going to just make a note anyway, but I don't know if that's something you needed to look at so I just thought for good measure I'd let y'all know.
[CUSTOMER][NEUTRAL] Is it a [PII] group?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, they are in [PII].
[CUSTOMER][NEUTRAL] Yeah, that, uh, that's one of my groups, uh, um, just because the NAS, they, um, have been sending out emails saying, hey, if you don't get this in by the end of the month you're gonna get term so.
[AGENT][NEUTRAL] Why does that matter?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK, I was wondering where the urgency was coming from. OK, I understand.
[CUSTOMER][POSITIVE] Yeah, they're pretty on it.
[CUSTOMER][NEUTRAL] So they're gonna overnight it?
[AGENT][NEUTRAL] So she's OK.
[AGENT][NEUTRAL] Yes, I did give her the overnight address. I also gave them the information for OSC as well. um I said we could take a payment over the phone, but she said she didn't have that information right then and there so.
[CUSTOMER][NEUTRAL] Yeah, what group is that?
[AGENT][NEUTRAL] It is 15372.
[CUSTOMER][POSITIVE] Awesome, OK.
[CUSTOMER][POSITIVE] I'll keep an eye out for it thank you.
[AGENT][NEUTRAL] OK, OK, yeah, no, OK, I'm glad I didn't know if that was redundant me calling, but OK.
[CUSTOMER][NEUTRAL] No, no, I mean, I guess if it was anybody else maybe but it's since my group it's good to have a heads up but.
[AGENT][POSITIVE] Well that works OK awesome I'll still make a note but alright I will let her know that they're good to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Thanks though.
[AGENT][POSITIVE] Alright, thanks. Bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] All right, [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][POSITIVE] OK, so I did reach out to them um they knew exactly apparently I, I got the person that actually helped handle your group, so that was good luck, um, but she said yeah you're perfectly fine. I let her know I gave you the overnight and the OSC so you're good to go.
[CUSTOMER][POSITIVE] OK awesome thank you we're doing everything now thank you.
[AGENT][POSITIVE] All right, you are very welcome. Yes, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Wow