AccountId: 011433970860
ContactId: 9fc9205a-c9db-4bb2-8bce-3faf04375a6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180740 ms
Total Talk Time (AGENT): 59849 ms
Total Talk Time (CUSTOMER): 68599 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9fc9205a-c9db-4bb2-8bce-3faf04375a6a_20250305T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hey, this is [PII] with 360 Customs. Um, I have a bill in front of me for a couple of months of premium, and I need to pay whatever I owe, and I do not want this service. So how do I do that?
[AGENT][NEUTRAL] OK, and I'm so sorry, your name is again, your voice is really low.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the group number?
[CUSTOMER][NEUTRAL] Uh, the group number is 26494.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, and verify the group mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, and a good callback number in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you have 2 invoices?
[CUSTOMER][NEUTRAL] I have a couple invoices um I just have one of them in front of me though, so.
[AGENT][NEUTRAL] OK. And your
[CUSTOMER][NEUTRAL] I don't know if you can use the account.
[AGENT][NEUTRAL] Oh, I apologize. And are you wanting to make a payment or?
[CUSTOMER][NEGATIVE] Yeah, I want to make a payment and pay whatever is due and I want the er I want the policy canceled.
[AGENT][NEUTRAL] Oh, you want the group canceled?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me get you to uh billing representative. Hold on one quick moment for me, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Thank you, ma'am. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, uh, this is [PII]. I have [PII] from a group calling, wanted to make any payments that are due and then she's wanted to cancel the group.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 26494.
[CUSTOMER][NEUTRAL] Alright, I've got them pulled up and I will look at their invoices and get it taken care of.
[AGENT][POSITIVE] Awesome. Well, I verified all the information to you.
[CUSTOMER][POSITIVE] OK perfect thank you give me.
[AGENT][POSITIVE] Awesome. Thank you. You have a great one.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.