AccountId: 011433970860
ContactId: 60eef598-7c60-458d-a58a-97e7d2809711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295119 ms
Total Talk Time (AGENT): 111760 ms
Total Talk Time (CUSTOMER): 106320 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/60eef598-7c60-458d-a58a-97e7d2809711_20250123T17:34_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi, I just wanted to follow up I sent you an email um regarding the fact that one of our employees is missing off of our bill for um from APL, and I just wanted to make sure you guys got it. I didn't get a response or anything so I just thought I should follow up and make sure, um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, yeah, absolutely. And do you mind if I really quickly get your name and a good callback number?
[CUSTOMER][NEUTRAL] Absolutely it's [PII]. I'll spell it [PII]
[AGENT][POSITIVE] Thank you. And what's a good
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what's the um what's that group number?
[CUSTOMER][NEUTRAL] Um, our group number is 17177.
[AGENT][NEUTRAL] Let me pull that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, and I'm just gonna verify some information with you real quick. Would you be able to verify for me, please, your company name and mailing address?
[CUSTOMER][NEUTRAL] Yep, Broward Metropolitan Planning Organization [PII].
[AGENT][POSITIVE] Thank you and then.
[AGENT][NEUTRAL] The phone number on file if you can.
[CUSTOMER][NEUTRAL] I don't know for sure if that's mine or someone else's here, but the main number is [PII].
[AGENT][POSITIVE] Perfect, thank you, Miss [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hang tight with me just another minute.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, the last thing I would need, Ms. [PII], is if you could just verify for me your email address.
[CUSTOMER][NEUTRAL] Yep, um mine is my last name [PII].
[AGENT][POSITIVE] Wonderful. I really appreciate it and let me check in on these notes and see if I see one about your.
[CUSTOMER][NEUTRAL] Yeah, the employee's name is [PII], um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And we sent an email after our conversation. I think I talked to them on Tuesday and I sent the email Wednesday morning.
[AGENT][NEUTRAL] On Wednesday morning, OK.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][NEUTRAL] The care team at AM Public.
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] Can I spell the last name for you? Would that be helpful?
[AGENT][NEUTRAL] Yes, um, well I have the list of all your employees pulled up. What was the last name one more time? I should be able to.
[CUSTOMER][NEUTRAL] Yep, [PII] So he's been on our bill and for some reason he dropped off on the January invoice.
[AGENT][NEUTRAL] OK, that is so.
[AGENT][NEGATIVE] So awful. OK, I do see him here though, so let me.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] See if they put any notes because I didn't see any on the group notes but let me just see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they put any notes on his um particular policy.
[AGENT][NEUTRAL] Alright, it does look like they sent the request for the policy to be reinstated. They put that request in yesterday, so it should be in the works.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, um, can you send me an email confirmation just confirming that?
[AGENT][NEUTRAL] You bet you, absolutely. I will have um one of our agents on the email team who uh put in the request uh follow up because she should have your email on file still um to follow up and send the confirmation email to you, OK?
[CUSTOMER][NEUTRAL] Just so I have some
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that thank you very much.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you so much for giving us a call, Miss [PII]. I'm really glad we could help you. And if there's anything else you need at any time, just let us know, OK?
[CUSTOMER][POSITIVE] Great thank you so much. Have a good day.
[AGENT][NEUTRAL] Bye you too bye bye.
[CUSTOMER][NEUTRAL] Bye.