AccountId: 011433970860
ContactId: af4ef750-9888-4ec4-aa6f-f99cf2886537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243210 ms
Total Talk Time (AGENT): 137108 ms
Total Talk Time (CUSTOMER): 69633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/af4ef750-9888-4ec4-aa6f-f99cf2886537_20250123T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a Mr. [PII] on the phone. He did not receive the last invoice, uh, his quarterly invoice for his policy, and, uh, I'm not exactly sure how to do that for individuals. I looked in like invoices, but I think I can only see like group invoices.
[AGENT][NEUTRAL] OK, um, let me see the policy number.
[CUSTOMER][NEUTRAL] It is 653-534.
[AGENT][NEUTRAL] Alright then give me just a second to pull it up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. I have verified him. I just realized that I did not verify his callback number, but um I did verify him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, OK, he is in quarterly payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm, did he recently?
[AGENT][NEUTRAL] Uh, supported his policy.
[CUSTOMER][NEUTRAL] I apologize. I did not ask.
[AGENT][NEUTRAL] OK, because we don't have any bank information, um.
[AGENT][NEUTRAL] Probably that's why it was only changed, but we didn't receive any bank bank information. That's probably we didn't send anything about his payment.
[CUSTOMER][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Mhm. Um, I can go ahead and take it.
[CUSTOMER][NEUTRAL] OK, give me one second, I'll get you over to him.
[CUSTOMER][NEUTRAL] Hi, Mr. [PII]? Yes, ma'am. This is [PII] again I've got [PII] on the phone she's gonna help you out with this policy, OK?
[CUSTOMER][POSITIVE] Alright thank you ma'am. Yes sir, thanks for calling APL. I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] Oh, you do say. Thank you bye bye.
[AGENT][POSITIVE] Good morning, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, good morning.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that you did receive your quarterly invoice for your payment, is that correct?
[CUSTOMER][POSITIVE] Uh, that's correct.
[AGENT][NEUTRAL] OK, I see that we recently ordered your bill, um, this was a couple of days ago actually. It was Tuesday that it was ordered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it should be coming in the mail?
[AGENT][NEUTRAL] Yes, it should be in the mail already. Um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you
[AGENT][NEUTRAL] The policy was recently ported. Is that correct, or it has been a while since already, um, it has been ported?
[CUSTOMER][POSITIVE] I'm I'm sorry?
[AGENT][NEUTRAL] Um, was the, was your policy recently ported?
[CUSTOMER][NEGATIVE] Aborted
[AGENT][NEUTRAL] Reported. Um, no, OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Report
[CUSTOMER][NEUTRAL] Yes, I had called it in. I, uh, like I said, I talked with someone probably about a week ago.
[AGENT][NEUTRAL] OK, I see. All right. Oh, I was just asking because um we usually for um quarterly payments if um we don't have.
[AGENT][NEUTRAL] Uh, I guess it's more usual to have the bank information and since I didn't see the bank information, that's why I was trying to verify. Alright, but your order um, sorry, your bill has already been ordered, so you should it within a couple of days already. um, let's see, and I guess you are paying us, um, sending us a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] That is correct. All right, OK, that's why I don't see any bank information. All right, Mr. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.