AccountId: 011433970860
ContactId: d7eeb056-34a9-4e15-ae63-af455ddba3cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199119 ms
Total Talk Time (AGENT): 100437 ms
Total Talk Time (CUSTOMER): 75085 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/d7eeb056-34a9-4e15-ae63-af455ddba3cc_20250314T13:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? Good morning. This is [PII].
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I have a group in the line and I have um some questions. I'm not really sure if if I need to transfer it to you or not yet, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have group number 21089.
[CUSTOMER][NEUTRAL] And it looks like he was just informed by his, um, by the agent that the policy may terminate because of the premiums, but he said he just submitted a premium not long ago on the [PII].
[AGENT][NEUTRAL] Yeah, the [PII] paid the December invoice.
[CUSTOMER][NEUTRAL] And he
[CUSTOMER][NEUTRAL] OK, and he wanted to know if um that's still the case that it may be terminated.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I spoke to him back at the end of January.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And he got the November paid.
[AGENT][NEUTRAL] Um, and then,
[AGENT][NEUTRAL] Someone spoke to him at the end of February.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And called.
[CUSTOMER][NEUTRAL] Yeah, it looks like, yeah, it looks like it's more like payment stuff. That's why I'm like I think it's gonna be billing, but let me make sure because, yeah, I, I went through the notes and I'm like, it looks like it's a billing payment issue with them.
[AGENT][NEUTRAL] And several times that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] This might end up needing.
[AGENT][NEUTRAL] A call back because he's called at least every month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To see if he could get a little bit more time and now that
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, take his um take his informa it's [PII] on the phone?
[CUSTOMER][NEGATIVE] Yeah, mhm, it's burning. Mhm.
[AGENT][NEUTRAL] OK, get his, get his information and just IM it to me or email it to me and let me get with [PII] because again he's called, he's called at least once or twice every month asking for more time to to get payment in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And I just don't know, yeah, I'm gonna have to get with [PII] to see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we need to do because we now have they just paid the December and yeah um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, um, get his information and send it to me and let me get with [PII] and see how she wants to handle it because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I mean they've had more than enough time to get these invoices caught up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you want me to email it to you or IM it to you?
[AGENT][NEUTRAL] Either one's fine, yeah, just, uh, just send me, uh, [PII]'s name and his callback number, and I'll get I'll I'll get with [PII] to see and see how she wants me to handle it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I'm just gonna tell him that we're gonna uh review and research and give him a call back. OK. OK dokey. No thank you. You're welcome. Have a good day. Bye bye.
[AGENT][POSITIVE] Yes, yes, yes. All right, thank you. Thanks. Bye.