AccountId: 011433970860
ContactId: 89696810-649e-4a73-b17e-451e81ed10fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203759 ms
Total Talk Time (AGENT): 73095 ms
Total Talk Time (CUSTOMER): 83388 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/89696810-649e-4a73-b17e-451e81ed10fc_20250619T14:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. Hi, this is [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hi, hey, um, did I speak with you yesterday? I'm sorry, what's your name?
[AGENT][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] Hey [PII], um, [PII], we have a group called BBM Marine. It might be under [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] And um they they were renewed as a two-person group. Uh, [PII] got them renewed and they're back and forth for [PII]. You guys just sent them a bill, but the bill's wrong. Uh, there's two people on the plan, [PII] and [PII]. The bill only has [PII] on there. What happened to [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, I don't know. This might, might be a billing question, so let me see.
[CUSTOMER][NEUTRAL] I need, I need.
[AGENT][NEUTRAL] B and B marine.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So the other one, who is the other one that needs to be on the bill?
[CUSTOMER][NEUTRAL] His name is uh [PII], something like that.
[AGENT][NEUTRAL] OK, um, I'm not sure what happened. I mean, I can get you the billing if you wanna talk to them, but then I can also just, um, send this request over to reinstate [PII] and he'll be on the next bill.
[CUSTOMER][NEUTRAL] OK, but they'll pick it back up from May, correct?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, yeah, I'll just say that he needs to be.
[CUSTOMER][NEUTRAL] You show his information?
[AGENT][NEUTRAL] Um, I, I showed that he's paid to until [PII], and I have his policy number and his name, so.
[CUSTOMER][NEUTRAL] You show his
[CUSTOMER][NEUTRAL] Right, so is it a yeah, so, yeah, so you don't need me to send you his name or any of that stuff.
[AGENT][NEUTRAL] No, not necessarily. I'll, I'll just do it really fast.
[CUSTOMER][NEUTRAL] OK, alright, so I'll tell them to look out for for for an updated bill.
[AGENT][NEUTRAL] And put them through.
[AGENT][NEUTRAL] Yeah, I'll send it through right now.
[CUSTOMER][NEUTRAL] You want them to pay the current, do you want me to pay them to pay the current bill?
[AGENT][NEUTRAL] Um, I would say yes.
[CUSTOMER][NEUTRAL] Or do you want them just to wait?
[AGENT][NEUTRAL] No, I would say yes, and then they
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll
[AGENT][NEUTRAL] Because the bill's already been issued, so.
[AGENT][NEUTRAL] I would say for them to pay this one and then he'll be on the next bill.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they can billing will decide to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, if they need him because it looks like he's paid 251 so.
[CUSTOMER][NEUTRAL] OK, alright, I'll tell her to pay this one and.
[CUSTOMER][NEUTRAL] Yeah and they'll bill for him for May and June or whatever.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] Yeah, OK, of course, have a good day.
[CUSTOMER][POSITIVE] Thank you. OK, you too, bye bye.
[AGENT][NEUTRAL] Bye.