AccountId: 011433970860
ContactId: 9df3cb2c-819e-424c-8f4e-081956dea1b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276940 ms
Total Talk Time (AGENT): 106412 ms
Total Talk Time (CUSTOMER): 111991 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/9df3cb2c-819e-424c-8f4e-081956dea1b8_20250228T16:35_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling I
[CUSTOMER][NEUTRAL] Hi [PII] how are you today?
[AGENT][POSITIVE] I'm doing good, sir. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing all right.
[CUSTOMER][NEUTRAL] Um, so let me give you an an account number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 21021089
[AGENT][NEUTRAL] OK, and that's your group number, sir?
[CUSTOMER][NEUTRAL] Says account number but.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] May I also get, may I also get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Let me look at an invoice.
[CUSTOMER][NEUTRAL] It's uh [PII] and [PII].
[CUSTOMER][NEUTRAL] And yes that is the group number as per the invoice.
[AGENT][NEUTRAL] OK, let me pull that group up real quick sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And how may I help you today, [PII]?
[CUSTOMER][NEUTRAL] OK, so I spoke to a memory and a [PII] yesterday.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And the way it was, what, what is it? Do you guys have some rules about your name [PII] and.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That all ends with an uh.
[AGENT][NEUTRAL] An E
[CUSTOMER][NEUTRAL] Why I something like that. Um, so, uh, this, this could be, uh, the, um.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] The account's behind and I called to see if what I could payment I could make today to keep it from being canceled.
[CUSTOMER][NEUTRAL] And what I was told was uh 1471.82. Do you see notes on the account as to that?
[AGENT][NEUTRAL] I do see notes on the account that you had that you had called yesterday.
[CUSTOMER][NEUTRAL] That's the December.
[AGENT][NEUTRAL] And you did speak with [PII] about um making payment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So as it stands right now 147182 and that.
[CUSTOMER][NEUTRAL] Today and that keeps the uh the policy active right?
[AGENT][NEUTRAL] Um, actually what I'm gonna need to do, sir, is go ahead and transfer you to group billing so that they can look at the um account and they can be able to give you the um balance that you'll need to be able to pay on it, OK?
[CUSTOMER][NEUTRAL] OK, well, let me, because I was gonna go a little further today I, I.
[CUSTOMER][NEGATIVE] Gone over this invoice and there are two individuals on here that uh shouldn't be shouldn't be on here and they're gonna have to be subsequently credited and I have terminated them but uh.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm gonna see if I could take that amount off of that 1471.
[CUSTOMER][NEUTRAL] But I still have to go through that.
[AGENT][NEUTRAL] Right, and they should.
[AGENT][NEUTRAL] Yes, and they should be able to help you with that also as far as um the invoice goes and the two people on there that should not be on there.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, very welcome, [PII]. I appreciate you calling APL, and you have a good day. I'm gonna transfer you on over to group billing now, sir.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got um Mr. [PII] on the phone. He spoke with [PII] yesterday about paying um on their group. Uh he is with group number 21089.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] He is not the contact person. He's wanting to make payment, but he also said there's 2 people on the group that should not be on the group.
[CUSTOMER][POSITIVE] OK, all right, I can help him with that.
[AGENT][POSITIVE] OK, thanks. You have a good day. Well, actually, good weekend if I don't talk to you before then. All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, thank you to you too.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.