AccountId: 011433970860
ContactId: d34622c9-3c1a-4a8e-b669-6807510f6315
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236360 ms
Total Talk Time (AGENT): 96853 ms
Total Talk Time (CUSTOMER): 75635 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d34622c9-3c1a-4a8e-b669-6807510f6315_20250224T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a bill here and I was hoping to set up a reoccurring payment.
[AGENT][NEUTRAL] Sure, a draft payment, uh, was this for your individual policy?
[CUSTOMER][NEUTRAL] No, it's for our company policy.
[AGENT][NEUTRAL] For the group OK got you are you the group admin?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. What was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Do you have that group number?
[CUSTOMER][NEUTRAL] The group number is 26892.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] Is that Poyle USA Inc?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] Got it. OK, thank you.
[CUSTOMER][NEUTRAL] But it says here it says polylevel USA Inc DBA Poly Life, that should be Pollylift L I S T as in Thomas.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, I'll make a note of that. OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alrighty and I did not have you as a contact [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I have let's see [PII] is that correct? Is that still accurate? OK, let's see, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and [PII], mhm, yes.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sorry, I'm
[CUSTOMER][NEUTRAL] In the middle of 5 things here.
[AGENT][NEUTRAL] Oh you're fine.
[CUSTOMER][NEUTRAL] Um, that, that would be [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Do you have that uh I know you said you have a bill there do you have that invoice number by chance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The invoice number would be 0006381005.
[AGENT][NEUTRAL] Got it thank you alright and I appreciate you verifying all that information [PII]. Give me just a moment. I'm gonna put you on a brief hold and reach out to our billing department, get right back with you, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Doing good thank you. I have a group admin on the line they're needing to make a payment for an invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It is 26892.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] No, we're actually speaking with [PII] um but she was able to verify that information.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Also, I do have a question for you really quick. She mentioned this and I swear I always forget, um, she asked about setting up um automatic payments like a draft payment is that possible for groups?
[CUSTOMER][NEUTRAL] Uh, no, not on our end, um, but I can talk to her.
[AGENT][NEUTRAL] OK, I didn't think so, but that's what I don't know. I just never remember. Are you ready for her?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thanks, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye.