AccountId: 011433970860
ContactId: ebc97b8d-34b9-49a1-9992-7f39477516ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 501290 ms
Total Talk Time (AGENT): 160129 ms
Total Talk Time (CUSTOMER): 247221 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ebc97b8d-34b9-49a1-9992-7f39477516ee_20250220T22:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, do you have somebody there by the name of [PII]?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um, let me, uh, see if I think I've heard of her name. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] Is she a billing specialist?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what department she works in.
[AGENT][NEUTRAL] It really does say it just says she, she works here. I'm not sure what department she's in.
[AGENT][NEUTRAL] Uh, was she helping you with something?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, not at all. I, I, I got a.
[CUSTOMER][NEUTRAL] Courtesy copy email from her and I have no idea who she is and why I'm copied on it and somebody else by the name of [PII] is on it and it has something to do with the US Army.
[AGENT][NEUTRAL] US Army.
[AGENT][POSITIVE] Bless it. And your name is, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] State, well.
[CUSTOMER][NEUTRAL] Uh, Oklahoma State Military Department.
[CUSTOMER][NEUTRAL] And it's something about an a new statement.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Of an outstanding
[CUSTOMER][NEUTRAL] Invoice that says it's attached but wait a minute here's the invoice.
[AGENT][NEUTRAL] Do you happen to have a group number?
[CUSTOMER][NEUTRAL] And I have no
[CUSTOMER][NEUTRAL] Um, I don't think so. I've got your invoice to them, and I, I used to sell your products, but it's been probably 30 years ago, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] And I'm just wondering.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And your name is? I'm sorry.
[CUSTOMER][NEUTRAL] Attention
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] And I was an agent years and years ago.
[CUSTOMER][NEUTRAL] And this says Oklahoma State Military Department attention [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why in the world I would be getting this.
[AGENT][NEUTRAL] Uh, cause it looks like we have you as Asian, but let me get with her. Hold on one quick moment for me, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just need to help her out, let her know I don't need them.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've got a son-in-law looking for a job though.
[AGENT][NEUTRAL] There are, there are some on our website. I know they're hiring, um, what I forgot what it.
[CUSTOMER][POSITIVE] I enjoyed
[CUSTOMER][NEUTRAL] You're still in [PII], right?
[AGENT][NEUTRAL] Uh, we are in [PII] and we have [PII] too.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 00 you do have an office here now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] Gosh, my sister lived in, uh,
[CUSTOMER][NEUTRAL] Where'd she live?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And y'all were in [PII], right?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] I see my memory has not failed me.
[CUSTOMER][NEUTRAL] If she works there I'll be happy to talk to her. I just think she's copied me on an on an email that I shouldn't have gotten.
[AGENT][NEUTRAL] Let me see. I'm trying to see if she responds to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tell her I'm harmless. I'm too far away.
[AGENT][NEUTRAL] Everyone's harmless when you work from home though, pretty much.
[CUSTOMER][NEUTRAL] Well, I'm retired.
[CUSTOMER][NEGATIVE] Not to mention retarded too, you know, that goes along with being no being, hey, you gotta be retarded and retired at the same time.
[AGENT][NEUTRAL] Ah,
[CUSTOMER][POSITIVE] It's much easier when you try to explain.
[AGENT][NEUTRAL] Did you get fish all day.
[CUSTOMER][NEUTRAL] It gives you an excuse.
[CUSTOMER][NEUTRAL] And I guess they're
[CUSTOMER][NEUTRAL] [PII], it goes
[CUSTOMER][NEUTRAL] Bill date was in [PII] and [PII], I think, I can't read it, it's not very big.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I might have to call her. She's, she's not answering me. She's probably busy.
[CUSTOMER][NEUTRAL] I Guess I could make
[CUSTOMER][NEUTRAL] Well you tell her to hurry.
[CUSTOMER][NEUTRAL] Oh wait a minute, I can make it.
[CUSTOMER][NEGATIVE] I don't want to bother her. I just.
[AGENT][NEUTRAL] No, you're not gonna bother her.
[CUSTOMER][NEUTRAL] There are so many
[CUSTOMER][NEUTRAL] When I saw the APL, I thought, wait a minute, that's American public.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I thought, well, this could possibly be a legitimate mistake.
[CUSTOMER][NEGATIVE] But I get so many spam and scam emails and I thought what the heck? All they're gonna have is my cell phone number if I call them anyway.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm wondering if
[AGENT][NEUTRAL] Since you're showing as an agent on the file, that's the reason why it was sent to you, but I'm not sure.
[CUSTOMER][NEUTRAL] That would have been, [PII], how long ago.
[AGENT][NEUTRAL] She's
[CUSTOMER][NEUTRAL] I don't know who [PII] is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, she's just another, yeah, she's with APL. She works in the billing department.
[CUSTOMER][NEUTRAL] She's also with
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, it, I mean.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I think it's just what it is. I, I can read it to you and you tell me.
[CUSTOMER][POSITIVE] Premium payment for Oklahoma State Military Department is past due and a statement of outstanding invoice attached. Payment must be received within 10 days business of this email to prevent any interruptions. I don't care if they're interrupted or not. I don't get any residual off of it anyway, so.
[CUSTOMER][NEUTRAL] Not as long ago as this.
[AGENT][NEUTRAL] I wonder is
[AGENT][NEUTRAL] I wonder if they send it to the group as well. The group admin? Does it show?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] An admin
[AGENT][NEUTRAL] Like the group admin or administrator for the group?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] They sent it to a person.
[CUSTOMER][NEUTRAL] By the name of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At US.mil.
[AGENT][NEUTRAL] OK, I'm assuming they would send it to her and because you were shown as an agent on the group that it was also sent to you, but she just, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But just tell her she can.
[CUSTOMER][NEGATIVE] She can take me off and that I'm retired, retired and retarded now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] I had a very, very good friend that coached football at Tupelo.
[AGENT][NEUTRAL] Oh, OK, Tupelo. Um, I was thinking about going there when I was younger.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] He was a very, very good high school. He, I don't know how many state champions.
[CUSTOMER][NEGATIVE] Championships, and now I've just went blank on his name.
[CUSTOMER][NEGATIVE] And I just talked to him last week. See, I told you, you get retarded when you get old. Um.
[AGENT][NEUTRAL] No, well, retardment is slow, so, but you're not slow, you're sharp.
[CUSTOMER][NEGATIVE] Yeah, well, I, oh, I mean, good grief, you're reach my age, you're just have.
[AGENT][POSITIVE] You see sharp.
[CUSTOMER][NEUTRAL] Yeah, I'm a senior. I've been a senior for, yeah, several years anyway, just let her know that she they probably ought to take me off your email list.
[AGENT][NEUTRAL] Yeah, and I just sent her, um, she sent it because she was send it to the group Batman and she also sent it to you because it shows you as an agent and she said that uh
[CUSTOMER][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She'll see about getting you taken off since she retired.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] And tell her, tell her I'm not mad. I thought it was kind of cute.
[CUSTOMER][POSITIVE] It was one of the good spams.
[CUSTOMER][POSITIVE] I appreciate your help though.
[AGENT][POSITIVE] You are welcome and you have a great day, Mr. [PII]. Enjoy your retirement.
[CUSTOMER][POSITIVE] You do the same thing thank you.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][NEUTRAL] Bye.