AccountId: 011433970860
ContactId: cf1570f6-360d-46ee-b283-30f32dfe3822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452299 ms
Total Talk Time (AGENT): 206790 ms
Total Talk Time (CUSTOMER): 118662 ms
Interruptions: 5
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cf1570f6-360d-46ee-b283-30f32dfe3822_20250523T12:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a broker, excuse me, and I'm checking on a past due premium. Can I give you the group number?
[AGENT][NEUTRAL] OK, and you said that you're needing to check on an overdue premium, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh yes, sir. I can partially help you with this. And what was your last name again? I'm so sorry. I did not catch that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, Mr. [PII], thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you and the group number now please.
[CUSTOMER][NEUTRAL] 196.
[CUSTOMER][NEUTRAL] 58.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Segal Institute for Clinical Research.
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a moment please to get the group's information, I will need to verify a couple of things with you first.
[AGENT][NEUTRAL] All right, so [PII], if you could please verify your email address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have an invoice? Was there an invoice number that you were calling specifically in regards to?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] You want the number?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 668 4
[AGENT][NEUTRAL] OK, Mr. [PII], give me.
[CUSTOMER][NEUTRAL] The billing date was [PII].
[AGENT][NEUTRAL] 411, OK.
[AGENT][NEUTRAL] All right, just one moment.
[CUSTOMER][NEUTRAL] And the amount is $1,103.31.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You doing OK this morning?
[CUSTOMER][NEUTRAL] Sure am. How about yourself?
[AGENT][POSITIVE] Yes, sir. It's Friday. It's always a good day.
[CUSTOMER][POSITIVE] Alright, long weekend.
[AGENT][POSITIVE] Yes, and that too, that's a, that's a bonus.
[CUSTOMER][NEUTRAL] Sure is.
[AGENT][NEUTRAL] And again you said it was dated [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII] it says bill date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To date [PII].
[AGENT][NEUTRAL] OK. And what is your question on this bill, [PII], um, before I,
[CUSTOMER][NEUTRAL] Did you receive the premium? I got a past due notice.
[AGENT][NEUTRAL] Let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that information up.
[AGENT][NEUTRAL] OK, so I'm sorry, but I'm not able to verify if I, if it's been received or not. I was trying to look to see um.
[AGENT][NEUTRAL] I'm gonna connect you with someone [PII] that's actually in our billing division who has a little more access on some screens than I do.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] To verify that with you. OK, before I do that though, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] That'll do it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful uh holiday weekend.
[CUSTOMER][NEUTRAL] So you're gonna connect me?
[AGENT][NEUTRAL] I am. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I am. You're welcome. So again, thank you for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is. How may I help you?
[AGENT][NEUTRAL] Well, good morning, Miss [PII]. It's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing lovely, [PII]. How about you?
[AGENT][POSITIVE] I'm glad it's Friday and a long weekend.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you, [PII]. And I'll be off Monday too. I'll be off Monday Tuesday, I mean Tuesday.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Thank you, [PII] is right.
[AGENT][NEUTRAL] Yeah, well,
[AGENT][NEGATIVE] Oh, well, I was gonna say, we're, aren't we all off on Monday, [PII]. You are about to ruin my Friday. For, oh my, just like that. It's [PII].
[CUSTOMER][NEUTRAL] Mm. Right.
[CUSTOMER][NEUTRAL] Yeah. So what you got for me?
[AGENT][NEUTRAL] Well, I have the, um, I have the agent on the line with group number 19658, [PII], if he's on the line.
[CUSTOMER][NEUTRAL] OK, 19658.
[AGENT][NEUTRAL] Uh-huh. Segal Institute for Clinical Research and he's calling regarding a past due notice, um, that he received, yeah, that he received, um, he gave me the invoice number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can help him with that.
[AGENT][NEUTRAL] It's um 638-6684, dated [PII].
[AGENT][NEUTRAL] And it me looking at it, it had WBW hyphen billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then receive dates [PII]. 0, OK. So that is what he has a question on. He's wanting to know.
[CUSTOMER][NEUTRAL] Yeah, it's, it's a biweekly.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] I can help him with that because I'm.
[AGENT][NEUTRAL] OK, yeah, and his
[CUSTOMER][NEUTRAL] I know all about those.
[AGENT][NEUTRAL] OK, and his callback number that he gave me my is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right, thank you so much. I can help you with that.
[AGENT][POSITIVE] All right. Well, are you ready? You're welcome. Thank you so much. So here he comes, and I hope you have a great holiday weekend if I don't talk to you again, Meet.
[CUSTOMER][POSITIVE] You as well. Thank you, [PII].
[AGENT][POSITIVE] And thank you. Here he comes. Bye bye.
[CUSTOMER][NEUTRAL] All right, uh huh bye bye.