AccountId: 011433970860
ContactId: c58f65c1-4b4b-42be-bb59-820b049d885e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389220 ms
Total Talk Time (AGENT): 148926 ms
Total Talk Time (CUSTOMER): 162690 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c58f65c1-4b4b-42be-bb59-820b049d885e_20250320T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, um, my [PII], I'm calling from Interstate Batteries, uh, Fort Lauderdale, and I was calling because I have a policy open with you guys, um, but I'm trying to pay the month of January. I received an email that I, um, didn't pay the month of January, so I'm trying to pay it online, um, so I was calling to see if you could walk me through it because I cannot figure it out.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure. And what is the group number?
[CUSTOMER][NEUTRAL] The group number yeah yeah hold on.
[CUSTOMER][NEUTRAL] Group number group number 15961 I think that's the one.
[AGENT][NEUTRAL] 159
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Interstate batteries. OK, good. And what is your name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My name is [PII]. I don't think that I'm on the, on the, on the like a authorized user. I've never had an issue calling you guys because I've always send you guys a check, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I just need to know how to pay here online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So let's see, you would go under let's see, have you clicked on the invoice?
[CUSTOMER][NEUTRAL] Yes, so I put, yeah, so I put um open, um, I'm sorry, it says my billing and then it says open invoice but when I click on it it it doesn't answer it doesn't open it for me like nothing happens. Oh look, yep, it says click uh submit invoice to finalize the invoice and generate a coupon you must submit invoice to print coupon and then it gives me the like the list of the people that are covered.
[AGENT][NEUTRAL] The open invoice?
[AGENT][NEGATIVE] I've done nothing in the invoice.
[AGENT][NEUTRAL] Right, and then you would just review that and if that is correct, then you would submit it for payment.
[CUSTOMER][NEUTRAL] Submit invoice then.
[AGENT][NEUTRAL] I have the billing details. Mhm.
[CUSTOMER][NEUTRAL] So I I click on submit invoice?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want and pay online.
[CUSTOMER][NEUTRAL] One time and the next.
[CUSTOMER][NEUTRAL] And then submit.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] Take your time
[CUSTOMER][NEGATIVE] Says confirm uh confirm payment information so I'm trying to do it but it's, I don't know, I froze or.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm here. I was just waiting to see if it went through for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm not sure it says submitting I authorize American Public Life.
[CUSTOMER][NEUTRAL] Something happens to my computer. oh my [PII] uh.
[AGENT][POSITIVE] Isn't that lovely?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK, online payment complete confirmation number, so let me, OK, is there any way you could check on your end to see if it went through?
[AGENT][NEUTRAL] Um, hang on just a second, let me check on that for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm gonna check on that for you, and you've already submitted it.
[CUSTOMER][NEUTRAL] Yes I have.
[AGENT][NEUTRAL] OK, let me check and.
[CUSTOMER][NEUTRAL] Yeah, gave me a confirmation number.
[AGENT][NEUTRAL] If they gave you a confirmation number, then it should have gone through, but I can check that for you if you don't mind holding just one moment.
[CUSTOMER][NEUTRAL] No, I'm OK with that.
[AGENT][NEUTRAL] And, and I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Good. And
[AGENT][POSITIVE] In case we get disconnected, can what is a good callback number I can get you back, get back to you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. All right, if you'll give me just one moment, let me see if they can check that for you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I have a group on the line that's trying to make an online payment, and they are not sure it went through. Can you just check that she's got a confirmation and I told her as long as she's got a confirmation it went through, but she just wants to make sure.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][POSITIVE] Absolutely. What's that group number, love?
[AGENT][NEUTRAL] Group number 15961.
[CUSTOMER][NEUTRAL] Alright, yeah, I see one that was submitted today and that should go through tomorrow.
[AGENT][NEUTRAL] Um, interstate battery.
[AGENT][NEUTRAL] It should be for January. OK, cool, I'll let her know that's all I needed.
[CUSTOMER][NEUTRAL] I, I do see that the has been scheduled. Yes, ma'am.
[AGENT][POSITIVE] All right, perfect. Thank you so much. I appreciate it. You have a great day.
[CUSTOMER][POSITIVE] Yes. No problem. You as well. Thanks, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Yeah, really, it did go through, um, so it is scheduled to, to be added to the policy.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And everything should be good.
[CUSTOMER][POSITIVE] OK dokey, my love, thank you so much I appreciate it.
[AGENT][POSITIVE] My pleasure. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all thank you so much.
[AGENT][NEUTRAL] All right, well the, and if you, um, [PII] or [PII] can add you as a user, all they have to do is send an email to [PII].
[CUSTOMER][NEUTRAL] OK, can I have the email?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I have the email please?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] [PII] alright my love, thank you so much I appreciate it.
[AGENT][POSITIVE] My pleasure, and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.