AccountId: 011433970860
ContactId: ed3050cd-8a1d-4306-900a-e0c25aa27a44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350429 ms
Total Talk Time (AGENT): 122532 ms
Total Talk Time (CUSTOMER): 144261 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/ed3050cd-8a1d-4306-900a-e0c25aa27a44_20250425T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I have um a group admin on the line and she said that she's wanting to pay her invoice.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] And what is that group number?
[CUSTOMER][NEUTRAL] It is 80056.
[CUSTOMER][NEUTRAL] And she gave me the invoice number too.
[AGENT][NEUTRAL] OK, what's that invoice number?
[CUSTOMER][NEUTRAL] It's 638-636-666.
[AGENT][NEUTRAL] And did you catch your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And last thing I need is that callback number if you got it.
[CUSTOMER][NEUTRAL] Uh, let me
[CUSTOMER][POSITIVE] Well credit
[AGENT][POSITIVE] No worries, I can, I can get it no worries.
[CUSTOMER][NEUTRAL] Um, I, OK.
[CUSTOMER][NEUTRAL] OK, I'm like I have the phone number that she's calling from. I totally forgot. OK, I, she also had a question, so she's on the OSC website right now and she said that one of her employers is listed twice.
[AGENT][NEGATIVE] No, no.
[AGENT][POSITIVE] No worries. Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she was wondering if um they like she missed a payment or um is she, is she gonna be charged twice for his, um, and she gave me his policy number.
[AGENT][NEUTRAL] Did you catch the name of that person by chance?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Yeah it looks like it's for March and April yeah I'll take her.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][POSITIVE] Hi [PII], this is [PII]. I'm doing good. How about you?
[AGENT][NEUTRAL] I'm doing well. I understand you're wanting to pay an invoice and maybe have a question about one of the uh policies on there.
[CUSTOMER][NEUTRAL] Yes, um, do you already have the group number or do I have to give it again?
[AGENT][NEUTRAL] I do. Yes, ma'am. She gave me 80056.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] All right, I was just looking at that particular, uh, policy in question, and it what it looks like is it was just started in March, but we had, we hadn't billed yet for March, so the two charges on the inverse your invoice you're wanting to pay is going to be because um we're getting March and April just to get him caught up with the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, that's what I thought. OK, that's perfect. OK, I wanna pay the 77559 then.
[AGENT][NEUTRAL] OK. And just in case we get um
[AGENT][NEUTRAL] OK, just in case we get disconnected, can I get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right, here, let's see, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I'm ready for that card number whenever you are.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] The expiration?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The security code.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the last thing I'll need is the billing zip code for the card.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] As soon as I have this process, I will have an authorization number for you.
[AGENT][NEUTRAL] And I can also send that receipt via email if you'd like.
[CUSTOMER][POSITIVE] Yes, please, yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I apologize. It's taking a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There it is. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, the authorization number is 248.
[AGENT][NEUTRAL] 953.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like, would you like for me to send it to the email address we have on file for the group or a different email address?
[CUSTOMER][NEUTRAL] 953. OK.
[CUSTOMER][NEUTRAL] Which one do you have? You can send it to me directly to [PII].
[AGENT][NEUTRAL] I have [PII]'s.
[CUSTOMER][NEUTRAL] Yeah, no, no, that's, uh, that's fine you can send it to [PII]?
[CUSTOMER][NEUTRAL] Which is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, that should be coming your way. Is there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help, really appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too, honey. Take care. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.