AccountId: 011433970860
ContactId: 61eeeb8b-c56d-4410-bdc3-76ca6fb313a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330820 ms
Total Talk Time (AGENT): 115406 ms
Total Talk Time (CUSTOMER): 128997 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/61eeeb8b-c56d-4410-bdc3-76ca6fb313a3_20250506T13:47_UTC.wav
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[AGENT][NEUTRAL] Hello ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][NEUTRAL] Yes, ma'am, can you hear me?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Olus computer system. Our group number is 80127.
[AGENT][POSITIVE] Thank you. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a call back
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] May I get a callback number from you please?
[CUSTOMER][NEUTRAL] I cannot hear you. I hear you very far away.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, good, ma'am. May I get your callback number, please?
[CUSTOMER][NEUTRAL] My, my phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And can you verify the address of the company for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And also your email, please, ma'am.
[CUSTOMER][NEUTRAL] You will send me an email?
[AGENT][NEUTRAL] No, ma'am, what is your email, please?
[CUSTOMER][NEUTRAL] Oh, my email is [PII].
[AGENT][POSITIVE] OK, thank you. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, so we are new with this policy. I'm the one responsible to make all the payments and um last month when we start with the insurance I enter on the web page and I set up a payment for the month of April, and now I received an invoice from May but I don't see if we were charged for the month of April. Can you check on your side, please?
[AGENT][POSITIVE] Yes, yes, ma'am, I sure can. Give me just a moment, [PII], and I'll check on that for you, OK?
[AGENT][NEUTRAL] OK, I see where you did schedule the one for for May but not for April. We have not gotten April.
[CUSTOMER][NEUTRAL] That's weird, so we have to pay April, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. April is due. You have paid, you submitted for May.
[CUSTOMER][NEUTRAL] I just
[AGENT][NEUTRAL] Let me look one more moment.
[CUSTOMER][NEUTRAL] Yes, and uh I'm trying here.
[CUSTOMER][NEUTRAL] Ah?
[AGENT][NEUTRAL] I'm listening to you. I'm sorry. What were you saying?
[CUSTOMER][NEUTRAL] Yes, I just submit the payment because I thought the web page, uh, we withdraw automatic so I have to go every month to pay them the invoice. I cannot uh set up automatic payments.
[AGENT][NEUTRAL] No, ma'am, we're, we're, we're not set up for that. You have to go online each month and submit it.
[CUSTOMER][NEGATIVE] Oh my [PII]. And now what happened? Oh my [PII], they are going to kill me here.
[AGENT][NEUTRAL] It's OK. I mean, you, you're OK to go ahead and submit that. Um, but no, ma'am, you have to go on every month and submit it. We're not able to set up an automatic payment.
[CUSTOMER][NEUTRAL] OK, but how can I submit the payment of April now?
[CUSTOMER][NEUTRAL] The same way that I submit me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Absolutely. The, the invoices, yes, ma'am. The invoice is out there. It's open and you just submit it just like you did for May.
[CUSTOMER][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] OK, let me try right now to see if you see on your side.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] OK, it's thinking.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK, hold on, let me check here so I didn't know that I have to go, I mean, every month I thought that I just put, you know, the, the.
[CUSTOMER][NEUTRAL] Account number and then they we withdraw automatic.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] It will not do it automatic. You'll have to go online, yes, ma'am, and just submit it. We save your information like your, your bank routing number and account number, all of that saved so you don't have to reenter that. You just have to submit the invoice, OK? OK?
[CUSTOMER][NEUTRAL] OK, let me check here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I'm so sorry, but we're not gonna have any problem with that, right?
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] No, ma'am. No, ma'am. And I see that you have to, no, ma'am, you're not gonna have any problem. I see that April has been submitted as well.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that will be all. Thank you so much have a great day.
[AGENT][POSITIVE] OK. You're welcome. You too. Thanks for calling ACL. Have a wonderful day.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.