AccountId: 011433970860
ContactId: ce00f1e6-cce0-463b-adc9-5941c6f67131
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263739 ms
Total Talk Time (AGENT): 107985 ms
Total Talk Time (CUSTOMER): 75311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ce00f1e6-cce0-463b-adc9-5941c6f67131_20250320T21:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm trying to reach [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what it does.
[AGENT][NEUTRAL] OK, may I
[AGENT][NEUTRAL] Yes, ma'am. May I ask who's calling, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I just got an email from her. Uh, we're calling with regards to Second Mountain Holding, a notice that she sent us.
[AGENT][NEUTRAL] Second mountain holding.
[CUSTOMER][NEUTRAL] Yeah, our account.
[AGENT][NEUTRAL] OK, alright, do you have?
[AGENT][NEUTRAL] Um, your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I do not have the policy number in front of me.
[AGENT][NEUTRAL] OK, are you with the group?
[CUSTOMER][NEUTRAL] I have the email she sent
[CUSTOMER][NEUTRAL] No, no, uh, I'm calling on behalf of my boss. I'm the one that, uh, the reason why I'm calling is because she sends us like a notice that we haven't paid and we signed up for auto pay.
[AGENT][NEUTRAL] OK, OK, so um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] We, we, we even got the confirmation that it would, we were all set and the the payments would be sent out on the [PII] of every month.
[CUSTOMER][NEGATIVE] So I don't know why we're getting this note.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] OK, and the name of your group is Second Mountain Holding, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, and you don't know your group number, is that also correct?
[CUSTOMER][NEUTRAL] No, I don't have it in front of me.
[AGENT][POSITIVE] OK, let me look it up for you that's not a problem.
[AGENT][NEUTRAL] I can find it.
[CUSTOMER][NEUTRAL] See, I'm looking up the attachment that she sent, so there's an invoice there is a.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I've got it right here.
[CUSTOMER][NEUTRAL] Is it 80023?
[AGENT][POSITIVE] Yes, ma'am, you're right. That's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull it up real quick so I can make sure I have everything I need for Ms. [PII].
[AGENT][NEUTRAL] OK, it's gonna be just a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to put you on a brief hold while I transfer you on over to Ms. [PII], and she should be getting with you right away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you very much, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. I've got um
[CUSTOMER][NEUTRAL] Hey how are you.
[AGENT][NEUTRAL] Hey, how [PII] and [PII]. I've got um Ms. [PII] on the phone. She is with group [PII].
[CUSTOMER][NEUTRAL] 80023.
[AGENT][NEUTRAL] She said that
[AGENT][NEUTRAL] She received a letter from [PII].
[AGENT][NEUTRAL] I don't know who [PII] is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] One of the attempts for billing.
[AGENT][NEUTRAL] I know [PII].
[AGENT][NEUTRAL] Oh, OK, alright, she received that letter and she said that um she's calling because they received that letter and they're supposed to be set up on automatic bank draft.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For their premiums, so I'm gonna let you talk to her.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, did you say your name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. Bye bye.