AccountId: 011433970860
ContactId: d7d8978e-3522-4cf5-bb77-403d91bc51f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406279 ms
Total Talk Time (AGENT): 152614 ms
Total Talk Time (CUSTOMER): 124446 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/d7d8978e-3522-4cf5-bb77-403d91bc51f4_20250331T13:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ABL. This is Molette group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, you said, you said [PII]?
[AGENT][NEUTRAL] Oh.
[CUSTOMER][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 an invoice that he received.
[CUSTOMER][NEUTRAL] Are you ready for the group number?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] It is 26861.
[CUSTOMER][NEUTRAL] And it's for [PII]. I don't wanna pronounce the name wrong.
[AGENT][NEUTRAL] OK, so he's calling on an individual he's calling, I mean, who you got on the phone?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] He's for the group, they received an invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you got [PII] on the phone, he received an invoice, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And he's trying to see if he can make the payment.
[AGENT][NEUTRAL] OK. I mean, I can help you. Did you verify anything?
[CUSTOMER][NEUTRAL] We don't verify anything for the group.
[AGENT][NEUTRAL] OK and um what's a good call back number for him?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][POSITIVE] I'm sorry, [PII], I apologize.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Ah, gotcha. You can send him out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hold for the transfer. OK, thank you. Have a great day.
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] You too, dear.
[AGENT][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.
[AGENT][POSITIVE] OK, thank you so much, [PII] and um the group number is the 26861.
[AGENT][NEUTRAL] And that is
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And can you verify the email, I mean, the.
[AGENT][NEUTRAL] The address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much and can you verify the email address that we have on file please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][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.
[AGENT][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 the device because.
[AGENT][NEUTRAL] OK. I mean, you're, uh, you're kinda an echo. I can't.
[CUSTOMER][NEUTRAL] If it
[CUSTOMER][NEUTRAL] No, I'm saying that I, I would like to understand the purpose of this invoice, first of all.
[AGENT][NEUTRAL] The purpose of this invoice?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is your
[AGENT][NEUTRAL] Meddling, I mean, your gout?
[AGENT][NEUTRAL] The gap policy?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, this is the, and, and it starts in April, and this is a monthly charge or this is the annual fee?
[AGENT][NEUTRAL] I'm not
[AGENT][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 er
[CUSTOMER][NEUTRAL] So every month we need to pay 276.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So the annual policy is basically $3000 correct?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] Hold on just a moment and I can help you with that.
[AGENT][NEUTRAL] Yes, sir, it's around that, yes, sir.
[CUSTOMER][NEUTRAL] OK, and I guess I can set up auto pay, correct?
[AGENT][NEUTRAL] You can do what now?
[CUSTOMER][NEUTRAL] Can I set up autopay for to pay this automatically, these policies?
[AGENT][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.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Oh, so I don't need to pay this.
[CUSTOMER][NEUTRAL] So I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. It looks like you've been, it's been being paid online.
[AGENT][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?
[AGENT][NEUTRAL] OK, like I said, I mean, I'm having, it's just kinda.
[AGENT][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][NEGATIVE] Oh, you don't do
[AGENT][NEUTRAL] When you submit your invoice.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] And you, it will ask you if you're gonna pay by check or an EFT.
[CUSTOMER][NEUTRAL] But one second, please.
[AGENT][POSITIVE] No problem.