AccountId: 011433970860
ContactId: ca734d1b-4c10-47bb-ba0b-239f7355d33e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344820 ms
Total Talk Time (AGENT): 102762 ms
Total Talk Time (CUSTOMER): 97711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ca734d1b-4c10-47bb-ba0b-239f7355d33e_20250127T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I have a question about my bill or just an email that I received.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Um, [PII] and let me give you the group number.
[AGENT][NEUTRAL] OK. Are you the policy holder?
[CUSTOMER][NEUTRAL] Uh, it's my, my business, my group.
[AGENT][NEUTRAL] OK, you're calling from on behalf of the group, OK, and that number?
[CUSTOMER][NEUTRAL] Yes, I'm a policyholder.
[CUSTOMER][NEUTRAL] 26484
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what information did you receive?
[CUSTOMER][NEUTRAL] Uh, it was just an email of billing. I, I didn't log on to see what it was, but I, I'm not too sure if I owe anything for this month. I don't think so.
[AGENT][NEUTRAL] OK, who did you receive the bill from? Does there, is there an email address?
[CUSTOMER][NEUTRAL] APL dash service center.
[CUSTOMER][NEUTRAL] So it just says invoice notice.
[AGENT][NEUTRAL] OK, let's see what's the name of the group, [PII]?
[CUSTOMER][NEUTRAL] Sanna Insurance Agency.
[AGENT][NEUTRAL] OK, can you verify your email address and then the billing address for the location?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you for that. Give me 1 2nd.
[AGENT][NEUTRAL] And what's the invoice number, [PII]?
[CUSTOMER][NEUTRAL] Uh, it doesn't have.
[CUSTOMER][NEUTRAL] Um, I don't know, doesn't have it.
[CUSTOMER][NEUTRAL] I haven't logged in. I usually wait for the paper.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And [PII], give me the email address from which that email came from.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, great, thanks. Give me one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Conferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] The la?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Male, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you, but can you hear me?
[AGENT][NEUTRAL] I can hear you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I have um [PII].
[AGENT][NEUTRAL] Uh, she is the group admin for group number 26484.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Guess it's pronounced bya Insurance Agency, but she's calling about an invoice she received a mail an email from APL [PII].
[AGENT][NEUTRAL] [PII] not sure who that's from, but it's regarding an invoice and she has questions about it.
[CUSTOMER][NEUTRAL] OK, and you got a good call back number please?
[AGENT][NEUTRAL] I do. That number is [PII].
[CUSTOMER][NEUTRAL] OK, and she's got a question about her invoice, is that correct?
[AGENT][NEUTRAL] Yeah, she didn't have the invoice number, but I do see a note in EMP and X or EMP and T and it looks like [PII] said that she or [PII] will call her back. That was [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Looks like their renewal was just completed, so I'm not for sure exactly what questions she has and she did not have an invoice number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It does not look like the invoice has been completed. It's in renewal now, but I can take her. That's not a problem, um, but you can send her on and I will see what I can do for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], thank you. Here she comes.
[CUSTOMER][POSITIVE] You're so welcome. Thank you and you have a good day. Thanks.
[AGENT][NEUTRAL] Uh-huh. Bye-bye. You too.