AccountId: 011433970860
ContactId: 912af52d-9644-4f8a-accc-b900ee3261d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307690 ms
Total Talk Time (AGENT): 96121 ms
Total Talk Time (CUSTOMER): 103896 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/912af52d-9644-4f8a-accc-b900ee3261d7_20250411T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a group on the line that has some questions about their bills.
[AGENT][NEUTRAL] OK, do you have the group number?
[CUSTOMER][NEUTRAL] Number is 24542.
[AGENT][NEUTRAL] 24542. OK, thank you, [PII] and did you, did you get a callback number for him?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] Um, this is [PII] also.
[CUSTOMER][NEUTRAL] It's like she said she was feeling in for.
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] Oh she said she was filling in for someone today and she's trying to get the invoices squared away.
[AGENT][POSITIVE] Sure. OK. I'll be glad to help her. Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, this is [PII]. I work in the great building department with APL. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing great. Thank you so much for asking. I understand you have some questions about the, about the bill, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm just so the lady that does um the billing for HR department is out and I came in here to fill in and there's 3 APL bills on her desk and so I've got checks and I'm trying to figure out which bill this goes to and I needed to know if our February bill was paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, let me look at that for you. I hold on.
[CUSTOMER][NEUTRAL] I feel like it should be March.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just a moment, I'm checking on that, OK?
[AGENT][NEUTRAL] OK, and can you verify the name of your group again for me, please?
[CUSTOMER][NEUTRAL] Wagner County.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] I apologize
[CUSTOMER][NEGATIVE] I'm having a really hard time hearing you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your great number [PII]?
[AGENT][NEUTRAL] And then what's your group number? Yes, ma'am.
[CUSTOMER][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] It's 24542.
[AGENT][POSITIVE] That's what I had one number one number wrong. I apologize. I got it now. Thank you so much. OK, I'm pulling that up. The invoices up now. Thank you.
[AGENT][NEUTRAL] Uh, yes, your February has been paid, so what's due now is the March.
[CUSTOMER][NEUTRAL] OK, so the March is the 12,35449?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] And the airport is.
[CUSTOMER][NEUTRAL] And then the April bill.
[CUSTOMER][NEUTRAL] It's 11,77021.
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do we typically just.
[CUSTOMER][NEUTRAL] Do we typically pay these a month behind?
[CUSTOMER][NEUTRAL] Does it look like
[AGENT][NEUTRAL] Uh, let me see if y'all bill. Let me see.
[CUSTOMER][NEUTRAL] Because it says premium due date is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And our checks are dated [PII].
[AGENT][NEUTRAL] Oh, OK, I see that. Let me look at something.
[CUSTOMER][NEUTRAL] Just making sure that we're doing this correctly.
[AGENT][POSITIVE] Yeah, no, you're good y'all do. It, it is a month behind, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I just need to send these in with the March checks and then April will be processed with April payroll.
[AGENT][POSITIVE] Yes, ma'am. That's correct. You've got it.
[CUSTOMER][NEUTRAL] OK, can you, can you tell me what day you received the February?
[AGENT][NEUTRAL] Yeah sure
[AGENT][NEUTRAL] It was received.
[AGENT][NEUTRAL] Looks like we got it on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, we were stated on [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much. I will get these sent out.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, that sounds great. Is that all I can help you with today?
[CUSTOMER][POSITIVE] That's all I needed thank you.
[AGENT][POSITIVE] All right, [PII]. Well, you're welcome. I hope you have a great weekend, OK?
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.