AccountId: 011433970860
ContactId: 6a500506-7128-4cdb-9cae-1e3ed5c2ddca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206630 ms
Total Talk Time (AGENT): 59049 ms
Total Talk Time (CUSTOMER): 74576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6a500506-7128-4cdb-9cae-1e3ed5c2ddca_20250108T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello hello [PII]. My name is [PII]. I am the controller of New Pre of Miami, and I would like to pay, uh, the monthly premium.
[CUSTOMER][NEUTRAL] On a for APL, but uh I'm here in the portal right now in the online and I'm the part where it says invoice amount bill bill date print.
[CUSTOMER][NEUTRAL] And uh, what do I got to just, what do I collect to just see payment or?
[AGENT][NEUTRAL] Um, OK, really quick, [PII], I'm sorry, um, are you, is this for an individual policy or is this for a group?
[CUSTOMER][NEUTRAL] It's a group.
[AGENT][NEUTRAL] It is for a group. OK, give me just a moment, um, and then before we go any further, can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you um and then do you have the group number?
[CUSTOMER][NEUTRAL] Uh, well, let me take a look at the bill that I printed here. Group number is 26738.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, thank you for verifying that information. Alright, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I'm sorry, which invoice were you trying to pay [PII]?
[CUSTOMER][NEUTRAL] Well, uh, I think his invoice number is 663.
[CUSTOMER][NEUTRAL] 78,300
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. Alright, bear with me just a moment, [PII], if you don't mind, I'm gonna put you on a brief hold. I'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Thank you for calling ATO. This is. How can I help you?
[AGENT][NEUTRAL] Hi this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I have a group admin on the line I wanted to make a payment.
[CUSTOMER][NEUTRAL] OK, and what's uh the group admin's name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And what's the group number?
[AGENT][NEUTRAL] It is 26738.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send him over.
[AGENT][POSITIVE] All right, thank you.