AccountId: 011433970860
ContactId: 9f325361-d689-4682-a975-b937c8d58622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179119 ms
Total Talk Time (AGENT): 75698 ms
Total Talk Time (CUSTOMER): 75437 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9f325361-d689-4682-a975-b937c8d58622_20250603T13:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm doing good um I have a group admin on the other line who, uh, she was trying to make a payment online but they can't log in so she's trying to see if she can do it over the phone for the group.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, sure, do you have the group number?
[CUSTOMER][NEUTRAL] Mhm. It is 15896.
[AGENT][NEUTRAL] All right, thank you. And this is for Nav Industrial. And who am I speaking with?
[CUSTOMER][NEUTRAL] Yes, um, you're speaking with [PII].
[AGENT][POSITIVE] With [PII]. OK. All right, thank you, sweetie. I'd be glad to help her.
[CUSTOMER][NEUTRAL] All right, thank you, hold on one moment.
[AGENT][NEUTRAL] Yes ma'am
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you. You're welcome.
[AGENT][POSITIVE] Good morning [PII] how are you doing?
[CUSTOMER][NEUTRAL] I'm OK [PII] how are you?
[AGENT][POSITIVE] I'm doing great, thank you for asking. I understand you're trying to make a payment online, is that right?
[CUSTOMER][NEUTRAL] Um, I, well,
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] I can't get in online to make a payment, so I need to make a payment by phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with that. Um, what it is is we upgraded our own, uh, our always online service center. So what you do is you have to create a new account.
[AGENT][NEUTRAL] When you go to it and you register. You saw that? What did it say?
[CUSTOMER][NEUTRAL] OK, I've tried that. And
[CUSTOMER][NEUTRAL] She's saying it's locking everybody out. It's on their side, not ours, but I can make a payment by phone is what she said. That's why she sent every year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you can.
[AGENT][POSITIVE] Yes, ma'am. That's exactly right. I was just making sure that you knew that. Thank you. OK, now look, I don't see that you owe anything at the moment.
[CUSTOMER][NEUTRAL] Uh, so we don't pay for our June invoice.
[AGENT][NEUTRAL] No, ma'am, that's already been paid. We actually received that already.
[CUSTOMER][NEUTRAL] OK, well, that makes me feel better. At least we won't get our can our coverage canceled, um.
[AGENT][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Yeah, I'm sure that that
[CUSTOMER][NEUTRAL] What day was that paid on?
[AGENT][NEUTRAL] It was paid yesterday on the [PII].
[CUSTOMER][NEUTRAL] Are we signed up for uh auto billing now or auto payment now?
[AGENT][NEUTRAL] Could you hear me
[AGENT][NEUTRAL] Yes, ma'am. It looks like it was. Yes, ma'am.
[AGENT][NEUTRAL] Let me check that one
[CUSTOMER][NEUTRAL] OK. Well,
[AGENT][POSITIVE] Yeah, you're, you're paid up today. You did.
[CUSTOMER][NEUTRAL] Maybe I did that too. OK.
[CUSTOMER][POSITIVE] Hey, well, as long as we're caught up, we're good to go.
[AGENT][POSITIVE] You're good.
[AGENT][NEUTRAL] Yes, ma'am. I see that you're caught up, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII] is that all I can help you with today?
[CUSTOMER][POSITIVE] That is it. Have a good day.
[AGENT][POSITIVE] OK, you too, [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah.