AccountId: 011433970860
ContactId: 9aa51a52-5399-488a-ac0b-13c4da0fc89b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352880 ms
Total Talk Time (AGENT): 139038 ms
Total Talk Time (CUSTOMER): 71924 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9aa51a52-5399-488a-ac0b-13c4da0fc89b_20250211T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I um just had a question about my bill please.
[AGENT][POSITIVE] OK, I'm happy to help. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's a group number 26484.
[AGENT][NEUTRAL] Alright, and this is in regards I'm guessing to the group's bill, yes?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me just pull this up here one second.
[AGENT][NEUTRAL] Alright. And then if I could get the name of the group, the address, and I need to verify your name as well, please.
[CUSTOMER][NEUTRAL] Faina Insurance Agency [PII] and [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. What were the uh questions or concerns you had today?
[CUSTOMER][NEUTRAL] Uh, I just received a bill and I was just wondering when my next bill was due. That's all.
[AGENT][NEUTRAL] OK, yeah, let me just pull up.
[AGENT][NEUTRAL] Going here.
[AGENT][NEUTRAL] So the invoice that you just received was the one ending in 0786, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the next bill date then would be on [PII].
[CUSTOMER][NEUTRAL] Um, alright, so can I go ahead and pay now?
[AGENT][NEUTRAL] Yeah, I can get somebody over in uh billing on the line. Uh, give me just one second, [PII], OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, um, I have somebody with a group that wants to make a payment. Can I give you the group number when you're ready?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, group number is 26484.
[CUSTOMER][NEUTRAL] 26484.
[AGENT][NEUTRAL] Should be for uh Fannina Insurance Agency.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] For um and they're wanting to make a payment.
[AGENT][NEUTRAL] Yeah, so I have [PII] on the line, so she was asking me, she said she had just gotten an invoice, she paid the bill for February, but if an invoice hasn't generated for the next month, which I don't see it has, they can they make a payment yet or no? OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] We, we don't recommend it just because we don't have anything to apply it to, um, so it would just sit out there and then 9 times out of 10 get overlooked when the March invoice actually generates.
[AGENT][NEUTRAL] OK, so the [PII] would be the next bill date correct, but she just need, OK, I did tell her that. Alright, I didn't know if they had to wait for the bill or not, so I, I can tell her that. I apologize. I didn't know.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right, thank you, dear.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] [PII], thank you for your patience and waiting so I did speak to billing and they actually um can't accept the payment before the bill generates and they actually said that they don't recommend making the payment before the bill has generated um so she wanted me to pass that information along to you they generally just recommend that you wait until you receive the bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what did I just receive them?
[AGENT][NEUTRAL] The one that you paid was for the invoice for February. The next due date would be for the March invoice which you haven't received yet.
[CUSTOMER][POSITIVE] Oh, OK, so I don't need to worry about the invoice OK, got it. OK, thank you very much.
[AGENT][POSITIVE] No, yeah, everything's up to date. You're welcome.
[CUSTOMER][POSITIVE] OK perfect thanks bye bye.
[AGENT][NEUTRAL] Bye bye.