AccountId: 011433970860
ContactId: 753a4156-1304-4876-96d7-0556e7029b2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368089 ms
Total Talk Time (AGENT): 148659 ms
Total Talk Time (CUSTOMER): 220073 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/753a4156-1304-4876-96d7-0556e7029b2a_20250212T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, who am I speaking with?
[AGENT][NEUTRAL] Uh, this is [PII].
[CUSTOMER][NEUTRAL] [PII], hi, [PII]. My name is [PII]. Um, I'm just calling regarding my billing. Can you help me?
[AGENT][NEUTRAL] Yeah, of course, um, what are you calling on behalf of a group or are you?
[CUSTOMER][NEUTRAL] Let me give
[CUSTOMER][NEUTRAL] Right, I, I'm, I'm the, uh, it's, it's also on behalf of the group. It's my office, and if I'd be glad to give you my the group number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] All right, [PII], it's 224-98. It's under Bill Helbig.
[CUSTOMER][NEUTRAL] Insurance Agency Inc.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] State Farm Insurance.
[AGENT][NEUTRAL] All right. And could you uh verify the address that we have on file, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for that though. All right, and then what can I help you with?
[CUSTOMER][NEGATIVE] It's pretty simple. Quite frankly, I, I was delighted this morning when I got to see the bill because what happened, and I've called, well, I called on the [PII] because I hadn't gotten the bill. Then I called on the [PII] and I hadn't gotten the bill. I said, Oh, so, sit back. I spoke to a young lady named [PII] twice. That was on the [PII], and then I called again on the [PII] and I still haven't gotten a bill. I spoke to [PII].
[CUSTOMER][NEUTRAL] And she said, hold on, it said they're working on the renewal, etc. etc. So this morning I, I saw on the email and I have the bills, it's actually 3 bills, which makes sense. I mean, I hadn't paid, but I couldn't, in other words, the system wouldn't allow me to go in there and send you money. So, excuse me, so now I got the 3 bills. I don't know, look at it there and you'll see.
[AGENT][NEUTRAL] OK, yeah, so I was able to pull up those three invoices for December, January, February, and I'm showing they all total 40794.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On, on my end, it'll show the 3.
[CUSTOMER][NEGATIVE] Which I think that's what I need to pay and the reason for my call is how can I pay all three lumped up.
[AGENT][NEUTRAL] Um, so you won't be able to like just pay one and and pay for all of them. Like you'll have to, like if you usually pay online and you'll have to click each invoice and press submit to pay each one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no way to add them up and and and and and and pay it all in one shot?
[AGENT][NEUTRAL] Uh, I, I mean it'll be like you just click on each invoice and submit so like it'll only take like a few seconds to just pay all of them because it'll they'll all just draft from whatever account you have saved and.
[CUSTOMER][NEUTRAL] The yeah, the same account. OK, so take each one and send it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and so it'll show up as 3 separate transactions, but they'll all go through at the same time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and then I will be billed again I guess later on this month, right? For March.
[AGENT][NEUTRAL] Yeah, so, yeah, invoices are generated, uh, generally after the weekend of the [PII], so like say the [PII] is on a Friday, so the invoice will be available on the [PII] on a Monday.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah. Is there any reason, Bree, that they delayed in sending me these billing? Because I've been watching it like a hawk. I hate to owe money, and usually when you guys send me the bill, once I see it in my system, bang, I send out the money, so I won't leave things, you know, hanging around.
[AGENT][NEUTRAL] Yeah, because
[CUSTOMER][NEGATIVE] And I, I was very concerned because I'm gonna be leaving on a trip next Monday, and I won't be back till the [PII]. And I said, well, I can't, I don't want to leave until I get this thing resolved, because one of my employees can get sick or something, and you know, I don't want to create any problems. So,
[CUSTOMER][NEUTRAL] You have my, my my my email and everything, so I, I guess, well, I'll sit back when I come back and I'll pay whatever balance is due.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you're saying go into each one and pay on each one. OK, I'll I'll do that.
[AGENT][NEUTRAL] Yeah, and the reason it was delayed is just because you were in that renewal hold and even after you're taken out of the renewal hold if the invoice for that month that you that your renewal hold was lifted, um, if those invoices have already gone out it'll go to the next month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So your invoices probably were available like around [PII] or something like that. Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but I kept going in on my own and it would not allow me. It was like no invoices, no invoices, no invoices. I said, well, that's why I kept.
[AGENT][NEUTRAL] Yeah it'll do that because we don't bill you while you're in renewal um since the sometimes the rates change or plan change something like that so we don't bill you until after your renewal is complete.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well I just wanted to make sure I pay so I don't wanna leave it, you know, hanging around so alright I'll, I'll go ahead and do that now. If I get stuck, if I get stuck, I'll call you back.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK awesome.
[AGENT][POSITIVE] Yeah, yeah, feel free to uh call or you can also email me um or email our care team um if you want my email, I can give that to you. Um, yeah, it's [PII]
[CUSTOMER][NEUTRAL] Sure. Go ahead.
[CUSTOMER][NEUTRAL] [PII] like uh OK, [PII], all [PII]. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah. [PII].
[AGENT][NEUTRAL] At AMpublic.com.
[CUSTOMER][NEUTRAL] Public
[CUSTOMER][NEUTRAL] [PII]. So it's [PII].
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][POSITIVE] Oh, OK, if I need to, I'll, I'll, I'll give you a heads up. I'll, I'll go in there and do it now and pay.
[AGENT][NEUTRAL] All right, is there anything else I can help you with while you have me? All right.
[CUSTOMER][NEGATIVE] All right, dear. No.
[CUSTOMER][POSITIVE] No, thank you, thank you so much for your help. All right, take care.
[AGENT][POSITIVE] Yeah, no problem. It was a pleasure. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Likewise to you, bye bye.
[AGENT][NEUTRAL] Bye.