AccountId: 011433970860
ContactId: dad45d5a-465a-4467-89e0-e57e089964d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127040 ms
Total Talk Time (AGENT): 63569 ms
Total Talk Time (CUSTOMER): 64129 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/dad45d5a-465a-4467-89e0-e57e089964d6_20250217T20:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] with billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey, Ma. I've got ASA on the back line.
[CUSTOMER][NEUTRAL] Their billing department, they're calling because they're stating an insured inadvertently sent us a payment back in November.
[CUSTOMER][NEUTRAL] And I guess they're pretty much stating that they did speak to someone and someone told them we had it and we're gonna refund the check.
[CUSTOMER][NEUTRAL] Back to them, but we haven't done that yet. They're just following up on it.
[CUSTOMER][NEUTRAL] Does that sound like anything you can help us with today?
[AGENT][NEUTRAL] Um, I tried. That's it. I mean, that's all I can do. Um, who you got on the Tara?
[CUSTOMER][NEUTRAL] OK. So her name's [PII]. Her name's [PII]. Uh-huh. And she's calling in regards to a check for a Salvatore Cirillo. Again, he's not our insured, he's theirs, and I guess she's
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] I know exactly what you're talking about, asked [PII] about that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, OK, let's see.
[AGENT][NEUTRAL] Cause she, yes, yes. Um.
[AGENT][POSITIVE] Um, you're right. That is one that's a Salvatour, uh, yes.
[AGENT][NEUTRAL] [PII] would be able to help her with that.
[AGENT][NEUTRAL] Cause I know exactly what that's.
[CUSTOMER][NEUTRAL] I think she's busy too. Um.
[CUSTOMER][NEUTRAL] Let's see, I may have to take a message. OK, I'll just let her know.
[AGENT][NEUTRAL] Yeah, instead of me having to transfer her to [PII], that's the only reason I, um, and, and I didn't want you to think I wasn't refusing to take the call, but when you said that name, that, that I know exactly what that's stuff about and [PII] was handling that, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She, she would know about that.
[CUSTOMER][NEUTRAL] I think she's busy, so I'm gonna see if I can call her.
[CUSTOMER][POSITIVE] All righty. Thank you, hon.
[AGENT][POSITIVE] OK. All right, love. Thank you. All right, bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.