AccountId: 011433970860
ContactId: 653d0bf4-8867-4a2c-8cf6-3cce8df2ab7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509440 ms
Total Talk Time (AGENT): 212351 ms
Total Talk Time (CUSTOMER): 184543 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/653d0bf4-8867-4a2c-8cf6-3cce8df2ab7b_20250624T20:48_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir how you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I'm OK. Um, I just noticed your invoice on my desk. I'm not sure how long we've been here. I've been trying to, I'm wondering, can I have an extension on this. It says, um, premium period May. I'm not sure how far back this goes, but I was wondering, can I have an extension to take care of this before it gets, um, terminated for at least like 2 weeks or so.
[AGENT][NEUTRAL] Is it on a group or is it on an individual?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's on a group.
[AGENT][NEUTRAL] What's the uh group number?
[CUSTOMER][NEUTRAL] 26785.
[AGENT][NEUTRAL] Let's see. And then if you could verify the name of the group, please?
[CUSTOMER][NEUTRAL] Uh, reclamation Center, DBA reclamation Center.
[AGENT][POSITIVE] Thank you. And then if I could get the address of the group.
[CUSTOMER][NEUTRAL] The address of the book would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, we have, we have suites from the bottom to the top. I'm not sure if they gave you [PII] or [PII], but it's [PII].
[AGENT][POSITIVE] That's right, yeah.
[CUSTOMER][NEUTRAL] And the and the zip [PII], zip code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is on which invoice are you needing more time on?
[CUSTOMER][NEUTRAL] I'm not sure how many we have out there. I mean, maybe you can help me out with that as well, but I'm just trying to, I'm trying to be assert today and pay all these invoices and this, I just ran across this one, so I was, if we have more, I just need an extension until probably maybe mid next month, and I'll just take care of it all if I do have more please inform me.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] But this, this invoice is 00 0 go ahead.
[AGENT][NEUTRAL] No, no, go ahead, what's the invoice number that you have?
[CUSTOMER][NEUTRAL] This invoice is 000638.
[CUSTOMER][NEUTRAL] 872 5.
[AGENT][NEUTRAL] OK, so that, yeah, that's the May invoice.
[CUSTOMER][NEUTRAL] Yeah, I figured.
[AGENT][POSITIVE] Um, so I do show that April is still outstanding and then June and then the July invoice just populated.
[CUSTOMER][POSITIVE] OK, so mid mid mid next month would be a good time for me to take care of all of them at once.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][NEUTRAL] Give me just a second, what the um
[AGENT][NEUTRAL] What we can do on the time frame here. One moment.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And I apologize. I didn't get your first name. Can you give me your first name again?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][NEUTRAL] Thank you [PII]. Let me check with billing and see what sort of um grace period there is on that because I don't wanna tell you that it'll be fine, um, so give me just a second to check with billing, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I should just call billings.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Offerring.
[AGENT][NEUTRAL] Yes ask on the whole chart.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. I just have a question really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If a group is behind on their billing, how long does it take before the group lapse? Like these people haven't paid since April.
[CUSTOMER][NEUTRAL] Well, from what I can tell, we're very lenient on that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We do send out overdue notices and tell them that they have 10 days to pay it or it will be lapsed, but I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I truly don't know what policy we adhere to like strictly if they were to email and say hey we've gotten behind, can we make it up? How can we fix this? We don't wanna lapse they're always willing to work with somebody.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I mean he's just asking for like a week to get caught up and I was checking guru. I couldn't really find anything so I didn't wanna tell him like make the payments in a week for all the past due and it'll be fine if it really wasn't so I thought I would just check with somebody.
[CUSTOMER][NEUTRAL] That's truly if they like if he would just email like maybe just care team and let them know hey I I just realized I'm this far behind I have every intention of doing it within this time period I'm it I'm sure it would be more than OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. I.
[CUSTOMER][NEUTRAL] Like, don't take my word for that, don't like quote me on that, but.
[AGENT][POSITIVE] No, no, no, I'll tell him to send an email. No, no, no, I'll tell him to send an email and I'll just put in my notes that I told him that and everything like that. I appreciate the info.
[CUSTOMER][NEGATIVE] I'm so not the one to make that call.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][POSITIVE] All right, have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Alright [PII], I appreciate your patience. So, um, they did recommend maybe sending an email just to say that you have intention of getting caught up on these invoices. I'm gonna notate the group, but let me give you an email address where you can send like a heads up. She said most of the time that they'll always work with you on getting caught up, so it's not a, it shouldn't be an issue.
[CUSTOMER][NEUTRAL] OK. I'm waiting.
[AGENT][NEUTRAL] Uh, the email address is gonna be [PII] just like [PII] sounds, [PII]
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] The [PII] and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah and then just give them your group number. Do you need me to send you um all of the invoices? Do you have them?
[CUSTOMER][POSITIVE] You can, that would be, that would be wonderful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm gonna have to eat, go ahead.
[CUSTOMER][NEUTRAL] My email.
[CUSTOMER][NEUTRAL] I was gonna give you my email.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, my email is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Tebow is a tango igloo, Bravo Oscar.
[AGENT][NEUTRAL] All right, so I'm gonna have to send you each one individually here. So the April invoice is coming first. Um, you said that you actually have May, so you just need June and July?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm somehow somewhere it landed on Monday so uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so those are on their way to you and then just go ahead and send the email and then I'll like I said, notate the group as well so.
[CUSTOMER][POSITIVE] OK, I appreciate it. Your name is in case I get a survey?
[AGENT][NEUTRAL] Yeah, no worries. My name is [PII], that's [PII] and the initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, thank you, sir. I appreciate your services.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. I hope you have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] I wish the same to you.
[AGENT][POSITIVE] All right. Take care.
[CUSTOMER][NEUTRAL] You too.