AccountId: 011433970860
ContactId: 772cb5cc-1e7c-4f15-b968-e293eb93ea55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412160 ms
Total Talk Time (AGENT): 212880 ms
Total Talk Time (CUSTOMER): 156596 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/772cb5cc-1e7c-4f15-b968-e293eb93ea55_20250529T15:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] with billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I had sent in um a payment that I haven't seen cashed yet on my account and I'd just like to see if maybe you rece I, I sent it out last week.
[AGENT][NEUTRAL] OK, I can help you with that and what is your name?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII] and what's a good call back number in case we get disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what is, um, that policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the invoice number is 0006366137.
[CUSTOMER][NEUTRAL] In the amount of 461 44.
[AGENT][NEUTRAL] OK, so that's 636-613-7.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So you're actually calling on a group.
[CUSTOMER][NEUTRAL] Yeah, that's my, uh, it's our company SM Corporation.
[AGENT][NEUTRAL] OK. That's fine. I thought, I thought you were calling on an individual. That's fine.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Just wanted to make sure
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, we do have individual policies and so, I mean, if you was calling on your individual policy, that's what I thought, so.
[CUSTOMER][POSITIVE] Oh yeah yeah yeah I understand.
[AGENT][NEUTRAL] So I just wanted to make sure we were, I was clear on what you're needing.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Yeah, I just, yeah, I wanted to uh check and see if you received that and it just hasn't been cashed yet.
[AGENT][NEUTRAL] OK, I can help you with that and the name of that group is SM Corporation, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And [PII], what is the, uh, can you verify the address that we have on file please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and [PII], can you verify the email address that we have on file as well please?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh my, this is an old one. it's either [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that it? Or is it or [PII], one or the other.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I've got the first one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you for providing that and you were calling to see if we received your payment on this group.
[AGENT][NEUTRAL] And let's see what.
[CUSTOMER][NEUTRAL] Oh well it was for an old one so somehow this one was from [PII].
[CUSTOMER][NEUTRAL] And I went back and researched my records and you are correct that one was outstanding. It must have gotten lost in the mail or whatever it did, but they just found it. They just flagged it now, so.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I paid it after I researched it and I just want to make sure you received it.
[AGENT][POSITIVE] OK, thank you so much for calling about that um and you said you sent it last week?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] When last week did you send it?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm gonna say Wednesday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just double check. I'm not showing that we have received it as of right now, but that doesn't mean anything, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know how the mail is.
[CUSTOMER][NEUTRAL] Well, I'm just gonna keep checking back, yeah, exactly that's how that we that's what got us in this situation.
[AGENT][NEUTRAL] OK, but as of right now.
[AGENT][NEUTRAL] Right, I understand, but I will make a note on here that you did send it, um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On Wednesday, I will.
[CUSTOMER][NEUTRAL] And I'm gonna call back and just double check.
[AGENT][NEUTRAL] OK, that's not a problem. Um.
[CUSTOMER][NEUTRAL] Later, like if like next week early next week like maybe Tuesday I'll call back to make sure it's been received.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, that's not a problem. We, we will certainly be able to help you with that. Um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm double checking everything just to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I have not gotten all my bank information today, so.
[AGENT][NEUTRAL] Um, that could change.
[CUSTOMER][NEUTRAL] Do you wanna take a payment over the phone? Can you do that?
[AGENT][NEUTRAL] Uh, only if it's a credit card payment, I can do that, um.
[CUSTOMER][NEUTRAL] I could do that too.
[AGENT][NEUTRAL] But if you want to.
[AGENT][NEUTRAL] But if you wanna wait.
[CUSTOMER][NEUTRAL] OK, I, I just don't want any interruption in the policy because I, I, I've got other employees on that policy, yeah.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] I understand that and that is not a problem like I said I will make a note on here to let you know I mean to.
[AGENT][NEUTRAL] Keep checking on that, but to let um everybody know that you have sent the payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm and I'm on it.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] Yes ma'am, you are so.
[AGENT][POSITIVE] We're, we're gonna make sure that that is taken care of for you though. Um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, all right.
[AGENT][NEUTRAL] So, [PII], is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much just following up on my to do list.
[AGENT][NEUTRAL] I understand that and like I said, I will make a note that a payment has been sent.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And I have your phone number if I do receive it today, I will call you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with then?
[CUSTOMER][POSITIVE] OK, you have a great day. No, that's it. Thanks.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Yes ma'am. OK you too bye.
[AGENT][POSITIVE] Thank you. All right.