AccountId: 011433970860
ContactId: dcd68bc0-6e90-4031-adbc-8f061b1ca768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163179 ms
Total Talk Time (AGENT): 81299 ms
Total Talk Time (CUSTOMER): 51192 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/dcd68bc0-6e90-4031-adbc-8f061b1ca768_20250224T18:02_UTC.wav
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[CUSTOMER][POSITIVE] Of of where they are today. So let's grow together in an economic Hey, I'm calling about uh to make sure that y'all got our payments.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[AGENT][NEUTRAL] OK, I can help you with your payment. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII] and my company's account number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], let me look up your group real quick.
[CUSTOMER][NEUTRAL] I don't think we have a balance outstanding.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0506. What's the date on the [PII].
[AGENT][NEUTRAL] I'll check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], when did you send in the payment?
[CUSTOMER][POSITIVE] Well, it cleared my bank on the [PII].
[AGENT][NEUTRAL] OK. And can you please verify your physical address of your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you so much Miss [PII]. I'm gonna put you on a brief hold while I transfer you on over to group billing so that they can answer your question about about your payment. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] I mean, did I not hit pick group billing when I picked the options?
[AGENT][NEUTRAL] I am unsure which option you chose, ma'am, but I can get you over there.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] Alright, thank you Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone, um, she's from group number 18735 Home Comfort Enterprises. I did verify her she is the contact person.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] She is calling uh because she wants to make sure that we received her check even though she said it cleared the bank on the [PII] of the month for her and if there's anything outstanding that she owes, uh, she's a little spicy just to give you a heads up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you, [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.