AccountId: 011433970860
ContactId: be3e380d-ec39-4b67-a129-1ad8cbc5a16c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301140 ms
Total Talk Time (AGENT): 90164 ms
Total Talk Time (CUSTOMER): 132998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/be3e380d-ec39-4b67-a129-1ad8cbc5a16c_20250529T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, um, I'm calling because, uh, uh, we're the broker for, uh, one of the groups that has the APO coverage and the insured was asking about the billing dates and if it's an auto pay because they're having a little bit of issue reconciliating all that information and I was just calling for confirmation of if you guys offer auto pay and how, how should the payments be done.
[AGENT][NEUTRAL] OK, um, what is their group number?
[CUSTOMER][NEUTRAL] Yeah, it's 80,120.
[AGENT][NEUTRAL] And can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And a good call back number is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] And can I get you to verify um the agency that you work for?
[CUSTOMER][NEUTRAL] Yeah, the risk management group.
[AGENT][NEUTRAL] That's your broker office or is that theirs?
[CUSTOMER][NEUTRAL] Yes, no, ours.
[AGENT][NEUTRAL] OK, and can I get an email?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much and can you verify with me the employer that you're calling on behalf of?
[CUSTOMER][NEUTRAL] Yeah, I'm calling on behalf of Martech Aviation.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me just a moment and I will transfer you to our billing department.
[AGENT][NEUTRAL] Um, because they'll be able to help you with it's, it's the invoices that they're having issues with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, OK, give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have a broker named [PII] on the line. She's calling on behalf of her group Martech Aviation, uh, group number 80,120. I have verified her, um, she says they're having issues with their billing and invoices.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Did she happen to give any specific issues they were having or did she just say like overall billing issues?
[AGENT][NEUTRAL] She was asking something about uh automatic payments and how they would what we prefer and then she said that they were having some issues but I didn't hear what the specific issues were.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. I've got them pulled up. Um, I'm looking at their bills, uh, so you can go ahead and put her through to me.
[AGENT][POSITIVE] Great, um, give me one moment and I'll go ahead and introduce you. [PII], correct?
[CUSTOMER][POSITIVE] OK. Yes, thank you.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, I have [PII] with APL billing and she'll be able to help you with those invoices.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Hi buddy, this is [PII] how are you doing?
[CUSTOMER][POSITIVE] Oh good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm doing well thank you um so let me see, I've got the group Martech Aviation pulled up and um I understand that you were calling about some billing issues or some billing questions, is that right?
[CUSTOMER][NEUTRAL] Yeah, billing questions the um insured use, you know, they, they want.
[CUSTOMER][NEUTRAL] They want us to help them consolidate all the charges because of different plans that they have and stuff like that so I was just calling to make myself aware of how is like are they on auto pay with this plan, um, what's the easiest way was.