AccountId: 011433970860
ContactId: 9e62f6b6-55b4-4647-ab55-7d64a3680255
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548070 ms
Total Talk Time (AGENT): 137403 ms
Total Talk Time (CUSTOMER): 67948 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9e62f6b6-55b4-4647-ab55-7d64a3680255_20250131T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm OK, um, see what I'm looking for here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Why can't I find the policy number on the invoice?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I can look it up if you need me to, um, by your name.
[CUSTOMER][NEUTRAL] Alright, top of the line top of the line management or I can give you an invoice number.
[AGENT][NEUTRAL] Yeah, what's the invoice number that you have to?
[CUSTOMER][NEUTRAL] 637-214-6.
[AGENT][NEUTRAL] Alright, and are we just looking to make a payment on the invoice? What do we need to do today?
[CUSTOMER][NEUTRAL] Um, I wanna see if the.
[CUSTOMER][NEUTRAL] Policies up for termination and how much I have to pay today to stop that if it is.
[CUSTOMER][NEUTRAL] Because I thought that I just recently made a payment.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] I'm just pulling up the invoice.
[CUSTOMER][NEUTRAL] I think that's the oldest invoice I have open.
[AGENT][NEUTRAL] OK, yeah, my, I'm just pulling up the group too here. Can I get your uh first and last name again? I apologize.
[CUSTOMER][NEUTRAL] [PII]'s.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] I get this group to come up here, see.
[AGENT][NEUTRAL] Just this.
[AGENT][NEUTRAL] Invoice number, let me just see here.
[AGENT][NEUTRAL] OK, so we're just needing to see if this is the last invoice that needs to be paid and what needs to be done if you guys wanna go ahead and terminate the group correct?
[CUSTOMER][NEGATIVE] No, I don't wanna to terminate the group. I just need to see what I have to pay today to stop it from being terminated.
[CUSTOMER][NEUTRAL] Is it set up to be terminated?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, no, I was just making sure that I was getting clarification. No, no, no, no, so what needs to be paid today to not terminate?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Is there a cancel date on it because I was just told that there was.
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] I'm still showing the group is active. Nothing has been canceled. Let me see if I see anything.
[AGENT][NEUTRAL] Not that I'm seeing, but I'm gonna get somebody over in um billing on the line so they can give you that amount and then if you wanna go ahead and pay that you could go ahead and do that to prevent any sort of cancellation, they can also verify with you if there's any date on here.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] No problem. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][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?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 21089.
[AGENT][NEUTRAL] Should be top of the line management LLC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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.
[AGENT][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.
[CUSTOMER][NEGATIVE] They would need to pay a full invoice to not be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 90 days past due.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can send them to me.
[AGENT][POSITIVE] OK, thank you so much, [PII]. Here he comes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?