AccountId: 011433970860
ContactId: 81462db9-3f54-47a3-a67e-d0be70948dd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253860 ms
Total Talk Time (AGENT): 106281 ms
Total Talk Time (CUSTOMER): 106479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/81462db9-3f54-47a3-a67e-d0be70948dd3_20250131T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer care. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, um, I have [PII] on the line he is with a group and it has some questions about a bill. Can I give you the group number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 21089.
[CUSTOMER][NEUTRAL] It should be top of the line management LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's the CFO on the company and he's wanting to know what the minimum I guess payment is that they can make to make sure that the policies don't go into a lapsed state and then he gave me an invoice number ending in 2146.
[CUSTOMER][NEUTRAL] But I didn't, I wasn't, I don't know how to figure out what they have to pay just to keep it active or.
[AGENT][NEGATIVE] They would need to pay a full invoice to not be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 90 days past due.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you can send them to me.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Here he comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I thought that the woman I was talking to was still gonna be on the phone, but anyway, so I've got a group number here, uh, 21089, and I, I just wanna find out the status of the account to see if I have a little more time to get a payment made or if there's some pending, uh, cancellation or anything like that.
[AGENT][NEUTRAL] Um, I can take a look at that for you. Um, currently the group is.
[AGENT][POSITIVE] Um, outstanding for November, December, January and February, which we just billed for February, so they're just outstanding, the group's just outstanding for November, December and January.
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Right, is there a cancellation order in place or something?
[AGENT][NEUTRAL] Um, let's see, with it being, um, 90 days past due, um,
[AGENT][NEUTRAL] Uh, usually you have until the end of this month to get at least 1 month of premium in so you're not at that 90 days so we would need that November premium payment, um.
[AGENT][NEUTRAL] As, as soon as possible.
[CUSTOMER][POSITIVE] Yeah, I'm gonna get it made next week. I wanted to find out if I had to scramble and get it made today.
[AGENT][NEUTRAL] you said you're gonna get it the November paid next week.
[CUSTOMER][NEUTRAL] Yeah, unless I have to scramble and get it paid today.
[AGENT][NEUTRAL] I can put a note on the policy and let the processor know um to um hold off terminating the group until the end of next week.
[AGENT][NEUTRAL] But we would need, we would definitely need that November payment um by end of day uh next Friday.
[CUSTOMER][NEUTRAL] Oh, OK, because I thought you said that it wasn't pending cancellation right now.
[AGENT][NEUTRAL] I mean, technically it is pending cancellation, but like I said, I can put a note on the group um that I spoke with you today um to not term until the end of day next Friday if we don't have payment.
[CUSTOMER][NEUTRAL] OK, that's fine. Uh, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do you have any kind of ID number?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Uh, OK, I appreciate it very much and you're sure that that's gonna be extended until next Friday, right?
[AGENT][NEUTRAL] Yes, sir. I'll, I'll make a note and let, um, the processor know.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah thank you bye.