AccountId: 011433970860
ContactId: bce7baec-f8c3-4b37-9eb9-f49384dbee39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226649 ms
Total Talk Time (AGENT): 15296 ms
Total Talk Time (CUSTOMER): 66318 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/bce7baec-f8c3-4b37-9eb9-f49384dbee39_20250217T22:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] from National Agency Solutions. How are you?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] Good, I was hoping you can send me a bill pretty quickly for one of our clients.
[CUSTOMER][NEUTRAL] Um, he's asking me for a copy to make a payment, but he's asking me for the bill, not the bill that's downloaded on OSC, but the other bill that's mailed to him, you know how they look kind of different.
[AGENT][NEUTRAL] An invoice for an individual policy you mean?
[CUSTOMER][NEUTRAL] What's that? I'm sorry?
[AGENT][NEUTRAL] Oh, I'm sorry, you mean for um this insured's individual policy he's needing um an actual statement, is that right?
[CUSTOMER][NEUTRAL] No, it's a, it's a, it's a group policy, um, here, let me give you the group number.
[CUSTOMER][NEUTRAL] The group number is 80123.
[CUSTOMER][NEUTRAL] The group is called Bill Helbig Insurance Agency.
[CUSTOMER][NEUTRAL] And um I'm on the OSC right now on the portal.
[CUSTOMER][NEUTRAL] I see the January and February invoice 269-13, but what I'm, what I'm looking for is the, the invoice that's that's like uh mailed like by paper because it looks a little bit different than this one.
[CUSTOMER][NEGATIVE] I had the wrong one.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEGATIVE] Actually have a separate issue now with this case too.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I like getting out of there.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?