AccountId: 011433970860
ContactId: e00a599e-d269-4ae9-a961-1407ced769c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295359 ms
Total Talk Time (AGENT): 108966 ms
Total Talk Time (CUSTOMER): 108838 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e00a599e-d269-4ae9-a961-1407ced769c6_20250227T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][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.
[CUSTOMER][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.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh let's see.
[CUSTOMER][NEUTRAL] His name is um [PII].
[CUSTOMER][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 ST is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's, I think that's someone on the care team. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, you can, you can send them to me.
[CUSTOMER][NEUTRAL] Alright thank you ma'am and his callback number is the one that's on the AWS screen.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Have a good one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hi, how are you doing today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. What was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, did memory explain to you why I called?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Calling in regards to the outstanding invoices?
[CUSTOMER][NEUTRAL] Yeah, and I wanted to make sure that if I made a payment of which I've had on my schedule to make 108,070 for tomorrow if that will keep the account in force.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] All right, so the December invoice.
[AGENT][NEUTRAL] It's 1471 82.
[AGENT][NEUTRAL] In the January.
[AGENT][NEUTRAL] Is in the amount of 1078, 12, so we would need 25 4994 by end of day tomorrow.
[CUSTOMER][NEUTRAL] There's nothing you can do for me on that?
[AGENT][NEUTRAL] Um, well, just from looking.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I'll get you another payment in 2 weeks, but.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] The only thing that I would be able to do is we would have to have at least December premium paid the process by end of day tomorrow and then we would definitely need the December as like as soon as possible.
[CUSTOMER][NEUTRAL] You mean January?
[AGENT][NEUTRAL] January, yes.
[CUSTOMER][NEUTRAL] So you need 1471 82 by end of day tomorrow and it'll stay in force.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, are there some um credits in process that you're aware of that they haven't processed yet?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] The only thing that uh the only kind of adjustment that's been made is a termination that is on the uh December invoice which makes it the 147182.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] 1471 82 and I have until um the end of the day tomorrow to get that done.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can you send me an email to that effect and then it'll probably be 10 days, 2 weeks before I get the uh January.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] The only email address I'd be able to send it to is the [PII].
[CUSTOMER][POSITIVE] Yeah, that's what I wanted to go.
[AGENT][NEUTRAL] OK, yeah, I can shoot you an email um and let you know what is due for December um and that we would need it by the end of day tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's it. I appreciate it. Thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you.