AccountId: 011433970860
ContactId: ac1487f9-3310-4e67-8f2f-35794d7af9b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336880 ms
Total Talk Time (AGENT): 142247 ms
Total Talk Time (CUSTOMER): 139741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ac1487f9-3310-4e67-8f2f-35794d7af9b1_20250129T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a um group on the other line that needs to make two invoice payments.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] Um, 21401.
[AGENT][NEUTRAL] 21401.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] But I have a question though.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] I may have an answer.
[CUSTOMER][NEUTRAL] I hope so. So [PII] is on the phone. The only person on the group is [PII], but she said that they told her to call and just make the payment. Is that OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, as long as they're just making a payment they can, they can make the payment, um, we just can't give them any other information since they're not on the group. Um, why is this group not oh this, um, did they say which, um, invoice you're wanting to pay?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I have both the invoices and the amount.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 637-217-5.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For $2,772.81.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then 637-71779.
[CUSTOMER][NEUTRAL] For $2,854.60.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's January. I wonder why they're not wanting to pay to December.
[CUSTOMER][NEUTRAL] Oh, now she said, um, I don't know if if any of this matters. I'm just telling you. She said that one of those um never got to us, so they stopped the payment, but she wants to pay over the phone.
[AGENT][NEUTRAL] All right, [PII] on over.
[CUSTOMER][NEUTRAL] All righty. Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII]?
[CUSTOMER][POSITIVE] Yes ma'am. Thank you so much for holding I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you, you're welcome.
[AGENT][NEUTRAL] Hey [PII], my name is [PII]. Like I said, I'll, um, assist you with getting this, uh, payment process. Let me get it all entered real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, so she said you're wanting to pay the November and the January invoice?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, um, you do know that the December invoice is still outstanding?
[CUSTOMER][NEUTRAL] Well, I already sent um proof that the check was cashed and everything so I'm waiting for them to answer. We already sent it and they already it was already cashed by by your by American Public Life.
[AGENT][NEUTRAL] All right, let's, um, just, do you know, do you remember who you talked to?
[CUSTOMER][NEUTRAL] Um, well, I sent it to our like, um, our group, um, company, the one that helps us with the insurances and stuff, I the broker I guess. I saw that I sent her the information and she's the one that's speaking with someone. I'm not sure who.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. All right. So let me get it all entered. I have a total of
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] $5,627.41.
[CUSTOMER][POSITIVE] Mhm, that's correct.
[AGENT][NEUTRAL] Alright, let me finish enter it over here.
[CUSTOMER][NEUTRAL] Would you be able to send me a copy of the um receipt like confirmation?
[AGENT][NEUTRAL] It'll, um, the confirmation number will be sent to um the contact email that we have on file which is [PII].
[CUSTOMER][NEUTRAL] OK, um, OK, I'll reach out to her so she can send it to me. You're not able to CC me on it?
[AGENT][NEUTRAL] No ma'am, because you're not one of the contacts listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me now get my credit card thing opened up.
[AGENT][POSITIVE] Bear with me, [PII], and we'll get that payment taken care of.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If my computer will not be slow this morning.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, I am ready for that card number.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let me see the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The name on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the expiration date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The security code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code associated with the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, let me finish inputting the rest of this information.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] oops.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What I'll be watching.
[AGENT][NEUTRAL] Make sure I entered that correctly.
[CUSTOMER][NEUTRAL] No, at the end.
[AGENT][POSITIVE] All righty, [PII], that's been processed and [PII] will receive that confirmation number shortly. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.