AccountId: 011433970860
ContactId: d669d23b-e2bd-4ae1-981e-032af2821260
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463399 ms
Total Talk Time (AGENT): 192594 ms
Total Talk Time (CUSTOMER): 109062 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/d669d23b-e2bd-4ae1-981e-032af2821260_20250227T19:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Uh, how are you doing today? What, what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Please spell that I'm sorry.
[AGENT][NEUTRAL] No, no problem. It's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, can you give me your account number?
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] Power for line.
[AGENT][NEUTRAL] Alright, and just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Alright, and what is the name of the group that you're calling about?
[CUSTOMER][POSITIVE] Top of the line manager.
[AGENT][NEUTRAL] All right, and do you
[CUSTOMER][NEUTRAL] Either that or flash
[AGENT][NEUTRAL] OK, um, do you have their address?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Capital Management [PII].
[AGENT][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] All right. uh, can you verify the contact person for the group?
[CUSTOMER][NEUTRAL] Uh, is it a [PII]?
[AGENT][NEUTRAL] Can you repeat that for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I have somebody with the last name [PII], but the first name is different.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], that's the nickname [PII].
[AGENT][NEUTRAL] OK, OK, uh, yeah, we have to, um, and what is the phone number for the group?
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm gonna try her cell phone number uh.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, that's not what we have.
[CUSTOMER][NEUTRAL] The office number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yes sir, that's what we have. Thank you so much for verifying that information for me um and do you have the, the last thing I need is the group email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And [PII], I'm so sorry, I didn't catch your last name. What was that last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And let's see.
[AGENT][NEUTRAL] What can I do for you today? I don't see you listed on the group as a contact person.
[CUSTOMER][NEGATIVE] I call all the time. I, I don't understand why.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was just checking the notes to see if I saw your name in here anywhere um but what can I do for you?
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] I've, I'm I'm scheduled to, I'm scheduling to make a payment of 1,008074 tomorrow. I wanna, wanna make sure that's gonna keep the policy in force.
[AGENT][NEUTRAL] OK. You said 1,087 84?
[CUSTOMER][NEUTRAL] 1,080.74.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] 80.74.
[AGENT][NEUTRAL] Alright Mr. [PII], uh, give me just a moment, um, let me get over to um the group billing department and um see if that will be OK um was there anything else I could do for you in the meantime?
[CUSTOMER][NEUTRAL] No, that's what I'm gonna wanna know and if uh that's gonna be acceptable if I could get.
[CUSTOMER][NEUTRAL] An email to that effect.
[AGENT][NEUTRAL] All right, Mr. [PII]. Well, give me just a moment. I'm gonna get group billing on the line, um, and they'll, I'm just gonna tell them what you're calling for and they can look over everything with you and answer any, any other questions you might have, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you, Mr. [PII]. You have a wonderful day and thank you so much for choosing APO.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, where's the billing?
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a group on the way. I think from the previous notes that I see you made a few days like uh last month, I mean it was more than a few days ago. This is the CFO of Group 21089.
[AGENT][NEUTRAL] Um, he's calling because he's getting ready to make a payment and he wants to make sure that the payment he's making is going to be enough to keep the policy active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] His name is um [PII].
[AGENT][NEUTRAL] And he's not on there as a contact, but I do see that you, you spoke with him last month and somebody else too. I don't know who this [PII] is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I I think that's someone on the care team, um.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, you can, you can send them to me.
[AGENT][NEUTRAL] All right, thank you, ma'am and his callback number is the one that's on the AWS screen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?