AccountId: 011433970860
ContactId: b85f572d-5af7-4ead-be47-be8b50439611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366000 ms
Total Talk Time (AGENT): 141297 ms
Total Talk Time (CUSTOMER): 109728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b85f572d-5af7-4ead-be47-be8b50439611_20250602T15:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Uh, I'm sorry, good morning. [PII] speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, we have an account with you. Um, the name of our company is Heartbeat Auto Transport.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And do you have the group number?
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] Uh let me see.
[CUSTOMER][NEUTRAL] I don't have the group number.
[AGENT][NEUTRAL] And you said the group name is uh Heartbeat Auto Transport?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh wait, I think it's 27046.
[AGENT][NEUTRAL] 7046. Give me one moment.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], uh, verify the group mailing address and callback number.
[CUSTOMER][NEUTRAL] Sure. The group mailing address is the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the phone number is [PII].
[AGENT][NEUTRAL] OK, and is there an extension or is that just a direct number?
[CUSTOMER][NEUTRAL] It's just a direct number.
[AGENT][NEUTRAL] OK, and how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, um, we're getting ready to pay this, but there was an issue with the um that the broker submitted because we were supposed to be effective [PII], not [PII], so there was a discrepancy there, that's why we hadn't paid the bill, um, but our broker submitted the, the revision for that already.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so what should we do? Are we able to pay 2 months, the 2 months that we owe April and May?
[AGENT][NEUTRAL] Uh, you can, um, I don't know if you, if your group is set up on our online service center, but we are having tech technical issues that should be fixed within 24 hours and that's a place where you can make a payment or we can take payments over the phone via credit card.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, OK. I just don't want my policy to be canceled. Is it, is it up for cancellation?
[AGENT][NEUTRAL] I don't see any notification of cancellation, no, ma'am.
[CUSTOMER][NEUTRAL] OK, so we should just pay it online.
[AGENT][NEUTRAL] Uh the overdue notice was sent. Well, the online service center is having technical issues that they're trying to fix, but I can, um.
[AGENT][NEUTRAL] That correction.
[AGENT][NEUTRAL] Um, but I can transfer it to a group billing representative and they can verify if there's any notification of cancellation. I don't see any, but they can verify.
[CUSTOMER][NEUTRAL] OK, and if so then I make the payment with them on the phone?
[AGENT][NEUTRAL] Uh, you can, um, with a credit card.
[CUSTOMER][NEUTRAL] OK. OK, sure, transfer me to them.
[AGENT][NEUTRAL] OK, yes ma'am, hold on one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hey, Ms. [PII], it's [PII]. How are you today on this beautiful Monday?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yes, can I hear, uh, can you hear me?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hello.
[AGENT][NEGATIVE] Shucks.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], uh, this is [PII]. Can you hear me? Lord words, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I am tongue tied today, but um, I have a group admin on the phone and she was wanting to make a payment. She is saying that um effective date should have been [PII], which I do show [PII], and so they hadn't made a payment, but she's want to make sure that it does the coverage doesn't get canceled.
[AGENT][NEUTRAL] And also, if possible, she, I did say that she can pay over the phone with a credit card, she would like to do that if possible too.
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] 27046.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry, it's taking a second.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Yeah, I have a like in line it shows the effective date of the first but their first invoice isn't until April.
[CUSTOMER][NEUTRAL] And she that's the invoice she's wanting to pay it's just the April?
[AGENT][NEUTRAL] Uh, she's on my April and May if it was possible to pay both of them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What was her name?
[AGENT][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh OK. Oh.
[CUSTOMER][NEUTRAL] And did she give you a callback number?
[AGENT][NEUTRAL] Uh, the same one is in the system at [PII].
[CUSTOMER][POSITIVE] Alright, I'm ready for it whenever you are.
[AGENT][POSITIVE] All right, thank you so much. Have a great one, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] All right, bye.