AccountId: 011433970860
ContactId: d470170f-da29-499e-9973-9a9abdbe5541
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558059 ms
Total Talk Time (AGENT): 84013 ms
Total Talk Time (CUSTOMER): 269578 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d470170f-da29-499e-9973-9a9abdbe5541_20250331T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning to recap. This is right on speaking. I got an invoice um from APL and I was wondering.
[CUSTOMER][NEUTRAL] If whether I, it, first of all, if we have to pay it and secondly, uh what was for. The invoice number is 000.
[CUSTOMER][NEUTRAL] 638-614-9
[AGENT][NEUTRAL] OK, is that your policy number or you said that's your invoice?
[CUSTOMER][NEUTRAL] That's the invoice number. I can also provide to you the master number or the group number.
[AGENT][NEUTRAL] OK. Are you calling for a group or are you calling for your individual policy?
[CUSTOMER][NEUTRAL] I'm calling from a company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the group number please and I'll get you to the correct department.
[CUSTOMER][NEUTRAL] 26861
[AGENT][NEUTRAL] It's 268-61.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And the group name, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and could you spell your name for me and give me a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] OK, could you spell your name so I can make sure I give it to the next representative?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you so much, [PII].
[AGENT][NEUTRAL] And I'm gonna transfer you over to the correct department so they can assist you with that. Could you hold for the transfer please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling ABL. This is Molette group billing. How may I help you?
[AGENT][NEUTRAL] Yes, you said, you said [PII]?
[CUSTOMER][NEUTRAL] All that.
[AGENT][NEUTRAL] OK, but, um, I have a group on the phone. The person calling is [PII], and it is, he's calling in regards to invoice that he received.
[AGENT][NEUTRAL] Are you ready for the group number?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] It is 26861.
[AGENT][NEUTRAL] And it's for [PII]. I don't want to pronounce the name wrong.
[CUSTOMER][NEUTRAL] OK, so he's calling on an individual he's calling, I mean, who you got on the phone?
[AGENT][NEUTRAL] Are
[AGENT][NEUTRAL] He's for the group. They received an invoice.
[CUSTOMER][NEUTRAL] OK, so you got [PII] on the phone, he received an invoice, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And he's trying to see if he can make the payment.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I mean I can have it. Did you verify anything?
[AGENT][NEUTRAL] We don't verify anything for the group.
[CUSTOMER][NEUTRAL] OK and um what's a good callback number for him?
[AGENT][NEUTRAL] The callback number is [PII]. I'm sorry, [PII]. I apologize.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And your name?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, gotcha. You can send him on.
[AGENT][POSITIVE] Hold for the transfer. OK, thank you, have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You too dear.
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in group billing. I understand a good callback number for you is the [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct. [PII], correct.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] and um the group number is the 26861.
[CUSTOMER][NEUTRAL] And that is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and can you verify the email, I mean the.
[CUSTOMER][NEUTRAL] The address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much and can you verify the email address that we have on file please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Thank you so much for verifying all of that and um I understand that you you said you're trying you received an invoice and you wanted to make a payment on it, is that correct?
[CUSTOMER][NEUTRAL] First of all, I would like to understand what is the the purpose of this invoice and then yes, of course we will make the payment.
[CUSTOMER][NEUTRAL] OK, um, are you wanting to make the payment online, is it?
[CUSTOMER][NEUTRAL] First of all, I would like to understand the purpose of this voice because
[CUSTOMER][NEUTRAL] OK, I mean you're, you're kind of an echo. I can't.
[CUSTOMER][NEUTRAL] No, I'm saying that I, I would like to understand the purpose of this invoice first of all.
[CUSTOMER][NEUTRAL] The purpose of this invoice?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, this is your.
[CUSTOMER][NEUTRAL] Meddling I mean your gout.
[CUSTOMER][NEUTRAL] The gap policy
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, this is it and and it starts in April and this is a monthly charge or this is the annual fee?
[CUSTOMER][NEUTRAL] This is a monthly charge.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when did it start? It's showing that uh I'm new to the company and uh
[CUSTOMER][NEUTRAL] So every month we need to pay 276.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So the annual policy is basically $3000 correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oops, hold on just a moment and I can help you with that.
[CUSTOMER][POSITIVE] Yes sir it's around that, yes sir.
[CUSTOMER][NEUTRAL] OK, and I guess I can set up auto pay, correct?
[CUSTOMER][NEUTRAL] You can do what now?
[CUSTOMER][NEUTRAL] Can I set up autopay for to pay this automatically, these policies?
[CUSTOMER][NEUTRAL] You can pay this monthly, yes, or online, is that what you're uh that it's what it looks like you've been doing.
[CUSTOMER][NEGATIVE] Oh, so I don't need to pay this.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes sir, it looks like you've been pay has been being paid online.
[CUSTOMER][NEUTRAL] Every month.
[CUSTOMER][NEUTRAL] But has been because I, because we set up auto auto draft or because we went online and did the payment?
[CUSTOMER][NEUTRAL] OK, like I said, I mean, I'm having it just kinda.
[CUSTOMER][NEUTRAL] Uh, uh, so you're wanting to know if you pay it on if you pay it online, we, we don't automatic draft on that. So what you would do is when you submit.
[CUSTOMER][NEUTRAL] When you submit your invoice.
[CUSTOMER][NEUTRAL] And you, it will ask you if you're gonna pay by check or an EFT.
[CUSTOMER][NEUTRAL] But one second, please.
[CUSTOMER][POSITIVE] No problem.