AccountId: 011433970860
ContactId: d5279b12-1537-43fc-8ee0-53cd310e3477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345380 ms
Total Talk Time (AGENT): 106428 ms
Total Talk Time (CUSTOMER): 151572 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/d5279b12-1537-43fc-8ee0-53cd310e3477_20250523T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Match My Concrete.
[CUSTOMER][NEUTRAL] Um, the reason of my call is I was wondering if I could get a statement of my account.
[AGENT][NEUTRAL] OK, um, yes, ma'am. Is this in regards to the group or your individual policy?
[CUSTOMER][NEUTRAL] Hello? Oh, OK. Yeah. Mhm.
[CUSTOMER][NEUTRAL] No group, group.
[AGENT][NEUTRAL] Oh, what's the group number?
[CUSTOMER][NEUTRAL] 25639
[AGENT][NEUTRAL] 39. Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your, uh, well, verify the group mailing address and your email address.
[CUSTOMER][NEUTRAL] Yes, it's [PII], and um my email address is [PII].
[AGENT][NEUTRAL] OK, thank you, and I forgot to ask, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And you say you're wanting a statement for the group or invoice?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No payment.
[AGENT][NEUTRAL] Uh, what kind of statement? I'm sorry.
[CUSTOMER][NEUTRAL] The payment of the account to see, you know.
[CUSTOMER][NEUTRAL] That our payments, what we have been billed for, uh, you know, spending like.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I think you may need to send an email to our care team, but let me double check, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. um, I have a quick question for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a group ad man, they're wanting a statement or billing statement for the group. Uh, do they need to send an email requesting that?
[CUSTOMER][NEUTRAL] Like an invoice?
[AGENT][NEUTRAL] That's why I asked her and she said no, like a statement with payments that have been made or um.
[CUSTOMER][NEUTRAL] Uh, like a pay history?
[AGENT][NEUTRAL] I guess so. That's why I'm, I guess. She wasn't very specific.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, pay history is the only thing we'd be able to do um.
[CUSTOMER][NEUTRAL] So yeah, um, what you can do one of two things have her email it to the care team or whatever and then y'all send it over to billing and whoever the processor is we'll get it done or you just send the hub request over to billing and.
[CUSTOMER][NEUTRAL] The whoever the processor is we'll get it done or just give me the group number and I'll work on it and send it to her if she if but uh um if she's the one that's on or the email that I'm gonna be sending it to just let her know that that's the email that that's the only email we can send it to it's the one that we have on file in EMPL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and I have verified all our information. um, the group number is 25639.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And it's [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I'll get it um, does she, did she say how far back she wanted it? Well, this is a fairly new group, so it's not gonna be that far back anyway, um, yeah, let her know I'll, I'll, um, let's see, it goes back.
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEGATIVE] Oh, she damn, several years. Um.
[CUSTOMER][NEUTRAL] Yeah, I'll go ahead and just do I'll do like all of 24 and then all of what we have for 25 and then she needs more I'll I can add it on too but yeah let her know I'll I will um.
[CUSTOMER][POSITIVE] Start working on it and just give me a little bit to get it done and I'll send it over.
[AGENT][POSITIVE] Awesome. Thank you so much, [PII].
[AGENT][POSITIVE] Well, you have a great weekend.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Uh, Ms. [PII], thank you so much for holding. I spoke with the billing representative and she said that she's gonna just give her a moment, she's getting it prepared and she'll email it to you in a few moments.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and she has my email and everything, right?
[AGENT][NEUTRAL] Uh, yes, ma'am. Uh, it's the email address we have in the system. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh, perfect. All right. Thank you very much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL, Ms. [PII]. Have a great weekend.
[CUSTOMER][POSITIVE] Mhm. You too. Have a wonderful long weekend. Bye.
[AGENT][POSITIVE] Absolutely. Bye.
[CUSTOMER][NEUTRAL] Right.