AccountId: 011433970860
ContactId: b20c3b13-dca5-4e5b-bea8-e64e7530623f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380739 ms
Total Talk Time (AGENT): 172167 ms
Total Talk Time (CUSTOMER): 116693 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/b20c3b13-dca5-4e5b-bea8-e64e7530623f_20250221T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, thank you. I'm calling because I am a little bit confused. Um, I thought we were paying our APL bill, but it looks according to your website and my bank statements that we haven't, and I'm, and I logged in online, but I can't see where to go to make a payment. Is that something you can help me?
[AGENT][POSITIVE] Yes, ma'am, absolutely. What's your group number?
[CUSTOMER][NEUTRAL] Uh, group number. I have it in my bills, right? It is, let me see.
[AGENT][NEUTRAL] It should be.
[CUSTOMER][NEUTRAL] Uh, group number 26629.
[AGENT][NEUTRAL] OK, give me one second, let me pull everything up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I'm having a, a heart attack right now.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII], I see that I see your name here. Could you just verify your mailing address and phone number?
[CUSTOMER][NEUTRAL] Mail address [PII]. And what else do you have?
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] OK, I have that and I do see.
[AGENT][NEUTRAL] Oh yeah, OK, so.
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEGATIVE] So we've never paid.
[AGENT][NEUTRAL] Yeah, OK, so you're on the online service center right now?
[CUSTOMER][NEUTRAL] I am a secured dog and public office.
[AGENT][NEUTRAL] OK, if you click
[AGENT][NEUTRAL] If you click on the individual invoices, it will show you um everyone that's on there all the policies that are on there and the way to pay it you'll have to set up the account if it's not already set up but you wanna hit submit invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the payment options should come up from there.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] In the invoice, check my mail one time electronic transfer.
[CUSTOMER][POSITIVE] Perfect. OK, that's easy.
[AGENT][NEUTRAL] So you just wanna do that for each individual invoice and um that that's how those will get paid uh I was just looking.
[AGENT][NEUTRAL] Uh, I don't see.
[AGENT][NEGATIVE] I was just, I was a little worried maybe that the group was lapsed since it was so far behind, but I don't see that so um you should be good to go for those payments.
[CUSTOMER][NEUTRAL] OK, I, I will make payment now. My question is, um, can I make like payment arrangements?
[AGENT][NEGATIVE] That I would not be able to approve um.
[AGENT][NEUTRAL] I will need to send a um message over to my manager to find out exactly how they would want to handle this like I said, I was worried maybe the group was lapsed because it is so far behind, but um.
[CUSTOMER][NEUTRAL] Yeah, me too.
[AGENT][NEUTRAL] Let me send her real quick. I'll do it while we're on the phone.
[AGENT][NEUTRAL] All right. And
[AGENT][NEUTRAL] I believe what they'll probably do is give you a date by which it needs to be caught up, but that is just an assumption on my part.
[CUSTOMER][NEGATIVE] Wait, wait, wait. Can you repeat that? I think you're cutting off.
[AGENT][NEUTRAL] I was saying that um I believe what they would do would say they would give you a date that the payments need to be caught up by and um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just, I'm making that assumption though, so I need to make sure with her.
[CUSTOMER][NEUTRAL] No problem. Um, is it, should I wait or what do you recommend me to do?
[AGENT][NEUTRAL] I tell you what, let me, I didn't get your callback number. Let me get that real quick. What's your uh good phone number to reach you at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I didn't realize it was the same. I apologize. All right, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I will, her name is [PII]. I will get with her and um
[AGENT][NEUTRAL] Find out what exactly the steps will be for you to take and um
[AGENT][NEUTRAL] I will give you a call back unless you'd like an email. I can do either if I can give you a call back or email, whichever you prefer.
[CUSTOMER][NEUTRAL] Mm, yeah, I was just an email. It's my name is [PII].
[AGENT][NEUTRAL] OK, what is a good email address for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I see that on the file, so I'll do that OK.
[AGENT][NEUTRAL] [PII], OK, so what I'll do is I will get with [PII] and find out exactly how to handle it. Um, like I said, I think they'll probably just give you a date for which it needs to be caught up by, but, um, let me just um check with her first before I say that for sure, and I will give you, uh, shoot you an email with what she says.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Perfect. I just sent a payment for the oldest invoice for the one in September. I'm hoping to, yeah, I need to, I need to talk to our management too, so that's perfect. I'll wait for your email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will let you know.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.
[CUSTOMER][NEUTRAL] OK