AccountId: 011433970860
ContactId: 03108b98-1814-4769-bb1d-4a8d5ad55afa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342970 ms
Total Talk Time (AGENT): 180903 ms
Total Talk Time (CUSTOMER): 129907 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/03108b98-1814-4769-bb1d-4a8d5ad55afa_20250507T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII] Good billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with SFLRE Group. Our group number is 242, hold on I have 242. Hold on a second, I, I always forget the last two digits 24214.
[AGENT][NEUTRAL] 24214.
[AGENT][NEUTRAL] OK, [PII]. Um,
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And what is a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, [PII], and you said you are with group.
[CUSTOMER][NEUTRAL] SFLRE group.
[AGENT][NEUTRAL] 24. OK. Let's see. Let me pull that up. I do apologize.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Alright, [PII], and can you verify the address that we have on file please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you so much and can you verify the email address that we have on file as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that and um [PII], what can I do for you today?
[CUSTOMER][NEUTRAL] Um, I am in, I'm in our account and I still, we have no open invoices, um, all of our paid invoices are there, but I don't, I don't have one for the May payment. It's usually paid on the [PII] or [PII] of each month, and I don't have any invoices still.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, I can help you with that. um, so what you're saying is that you're wanting to know where your May invoices, is that correct?
[CUSTOMER][NEUTRAL] Yes, we usually it's paid.
[CUSTOMER][NEUTRAL] It's usually paid um in May. We usually have it late April we would have it late April and it's paid in May, but we still have no I still have no open invoices. The last one was paid on [PII], yes.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so you have no open invoices and the last one that you had was.
[AGENT][NEUTRAL] In fact, the April invoice.
[CUSTOMER][NEUTRAL] The last payment we had was made on the [PII] and it was invoice number 6385319.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and um, Deb, I do see that this group is in renewal, so that's the reason why you have not received it um once the renewal is complete.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] An invoice will be generated and once that invoice is generated.
[CUSTOMER][NEUTRAL] Is there something missing with the renewal for that?
[AGENT][NEUTRAL] I'm not sure on how, how the process on that. It's just got to go through the renewal process and everything. And once that renewal process is done, you will get an and and it's not gonna jeopardize your, your coverage or anything else. But um you will receive an email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I will have our agent follow up to see if there's something missing that's holding it up because we submitted, well, we did our renewals, um, almost two months ago so because I was really early so I'm kind of surprised it's still not generated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and say, uh, uh.
[CUSTOMER][NEUTRAL] Unless my agent didn't finish unless our agent didn't finish something.
[AGENT][NEUTRAL] And say I couldn't tell you exactly what where that on on that renewal process um and it could be the volume.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That we have coming through that is in renewal.
[AGENT][NEUTRAL] It, so, um, but once she, once that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well we'll follow up anyway just to make sure we're not having a problem.
[AGENT][NEUTRAL] That is, that's perfectly fine. Um, and Deb,
[AGENT][NEUTRAL] So again, once that renewal process is done, you will get an email letting you know that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That the invoices online and and ready to look at so.
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you very much.
[AGENT][NEUTRAL] But again, like I said, you're, you're, your group's in good standing and everything and um.
[AGENT][NEUTRAL] You're faring, but once, once that's complete, you'll get an email on that.
[CUSTOMER][POSITIVE] OK, I figured that's what it was. I just wanted to make sure um because I've been waiting, so, OK, OK, thank you very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I understand, and I hate for the inconvenience. Is there anything else, Deb, that I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're so welcome and thank you for calling APL Deb, and you have a great day, OK?
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. mm bye bye.