AccountId: 011433970860
ContactId: d0e7cb61-7662-472e-b3a0-a6de98b26f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535440 ms
Total Talk Time (AGENT): 169928 ms
Total Talk Time (CUSTOMER): 289831 ms
Interruptions: 7
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d0e7cb61-7662-472e-b3a0-a6de98b26f64_20250205T23:11_UTC.wav
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[CUSTOMER][NEUTRAL] And the idea is in New York Times and
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with River Rental Tools. I'm group number 25078.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEGATIVE] I had a call, uh, I guess in a, in maybe the latter 2nd week in January or the beginning of the 3rd week in January saying that I had not made my premium payment for December's uh deductions which I had sent it but she said that y'all had not received it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, she was not willing to wait so I cut a 2nd check the day that I put that 2nd check in the mail, uh, the local agent got in touch with me and said that y'all had found the check that I had sent originally.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I need to know what it is that's happened with that second check. I asked that it not be, I, I asked that it be voided, but I don't know what happened.
[AGENT][POSITIVE] Yeah. OK, yeah, absolutely. And I apologize. Can I get your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] Oh sure, [PII].
[AGENT][POSITIVE] Oh, thank you, [PII]. OK, yeah, so let me see what I can find in here.
[CUSTOMER][NEUTRAL] Is he's collapsed their structure.
[CUSTOMER][NEUTRAL] And if you wanna see that through just for go to the New York Times or The Washington Post or one of these CNN and look at their top story.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEGATIVE] Whatever is the top story is being replaced constantly.
[CUSTOMER][NEUTRAL] So what happens is [PII] is best in being able to reach.
[AGENT][NEUTRAL] Let me see if I can find anything in the billing. I may need to reach out to billing directly to.
[CUSTOMER][NEUTRAL] I didn't know who to call. I didn't know which group to choose to.
[AGENT][NEUTRAL] You know,
[AGENT][POSITIVE] No, you're totally fine, totally fine. Let's see.
[CUSTOMER][NEUTRAL] He's over here.
[CUSTOMER][NEUTRAL] And [PII]'s saying that [PII].
[CUSTOMER][NEUTRAL] Operation to spend a bunch of money on people that are destroying the country and that's how Democrats reward each other under the name of charity. So then let's get a bunch of people to say USA saves people's lives. We've got to have [PII]. We don't have USAID. It's going to be in the world they can get those segments put on CNN and MSNBC and on the front page of.
[CUSTOMER][NEUTRAL] Boom, he's over here
[CUSTOMER][NEUTRAL] He's got um.
[AGENT][NEUTRAL] Yeah, because I don't see, I mean, the group hasn't lapsed or anything like that, [PII], um, let me reach out to billing. They may need to research this for you. Is this [PII] a good call back if anything happens?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] it's.
[CUSTOMER][NEUTRAL] and it's like they're big.
[CUSTOMER][NEUTRAL] Uh, let me get out. No, yes it is. It's, it's our office number, but it's probably gonna go to the answering service. Let me give you a back number. Are you gonna call me back or will someone else?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, just a number in case we get disconnected. I'm not gonna call you back. I just wanna call back number in case.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, OK, [PII].
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEGATIVE] It's our second line and it won't that won't go to the answering service.
[AGENT][NEUTRAL] Oh perfect. OK, let me reach out [PII] to billing and tell him what's going on. I may need to transfer you over to them. I'm just gonna place you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, let me give you some documentation numbers. The check number that I originally paid is check number 72,490 dated [PII] and the the check that I replaced it with thinking that it was lost in Never Neverland was 72552.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was dated.
[CUSTOMER][NEUTRAL] I'm sorry I can't even see.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] You know these, I don't know the date.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, no worries.
[CUSTOMER][NEUTRAL] Uh, [PII] I think, I think it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I will pass this information along. Just one moment.
[CUSTOMER][NEUTRAL] Oh thank you very much. You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Calling ACL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, [PII]. um, I have somebody with a group on the line and she has some questions about billing. Can I give you the group number?
[CUSTOMER][NEUTRAL] Yeah, what's the good number?
[AGENT][NEUTRAL] Uh, group number is gonna be 25078 and it should be for River Rental tools.
[CUSTOMER][NEUTRAL] All right. And who do we have on the line?
[AGENT][NEUTRAL] Um, we're speaking with [PII].
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] And did she say anything about specific about what billing issues she was having?
[AGENT][NEUTRAL] Yeah, so when she called in, um, if you look in the notes I see she had talked to us I guess on the [PII] they had sent in a check for premium for December, and I guess we hadn't received it and like we had said we weren't able to wait um or the policy was gonna lapse, so [PII] sent us a second check to cover that premium.
[AGENT][NEUTRAL] Um, she said that I guess the first check was found by us and so she just is wanting to make sure we don't cash the second check or where this second check is. That's really her concern and I have check numbers if you need them.
[CUSTOMER][NEUTRAL] OK. Um, let me see.
[CUSTOMER][NEUTRAL] Because I don't
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what was the, what's the date on the check?
[AGENT][NEUTRAL] So she said the original check she sent on [PII].
[AGENT][NEUTRAL] And then the second one she sent on [PII].
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Do not have them yet.
[CUSTOMER][NEUTRAL] 2507.
[CUSTOMER][NEUTRAL] OK, here you go.
[CUSTOMER][NEUTRAL] OK, and OK, so the one from [PII] we do have.
[AGENT][NEUTRAL] Is that the check number 72552?
[CUSTOMER][NEUTRAL] It makes
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so yeah, she said the original check number was 72,490.
[CUSTOMER][NEUTRAL] 72,490. Yeah, I see this on the remit and then she wrote replace by check number 72552 and closed.
[CUSTOMER][NEUTRAL] All right, I can talk to her, but um I'm gonna have to let uh [PII] and [PII] know, um, just cause [PII] would know more, but she's gone for the day. But yeah, I can talk to her and I'll just let her know that I'll have [PII] or [PII] follow up with her cause [PII] does [PII]. Um, but I'll have, I'll get with [PII] and [PII] about it and then have one of them follow up with her tomorrow.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, [PII] I appreciate it. Do you want our call back number?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] The ending is [PII]. She said that's her direct line. Everything else is the same.
[CUSTOMER][NEUTRAL] OK, all right, you can go ahead and send her over.
[AGENT][POSITIVE] All right, I appreciate you. Here she comes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes this is she.