AccountId: 011433970860
ContactId: 0899097f-80fc-4122-9aba-68bf1585bd3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199000 ms
Total Talk Time (AGENT): 61797 ms
Total Talk Time (CUSTOMER): 88569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/0899097f-80fc-4122-9aba-68bf1585bd3c_20241231T22:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in Broker Resources. Can you look at this group for me? I have a question. OK, it's 25003.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Motorcycles Incorporated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So they were in renewal hold but it was lifted because they were not supposed to be in renewal hold. So I do believe they owe back premiums. Is that just is that for uh November and December that they owe?
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] And if you and do you know when the bill would generate for that because it's been lifted?
[CUSTOMER][NEUTRAL] I will.
[AGENT][NEUTRAL] All right, so it looks like.
[AGENT][NEUTRAL] November, December and January's invoices were not um.
[CUSTOMER][NEUTRAL] Yeah, generated.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Ja yes, sorry.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] Um, so yeah, it would be November, December. Let me check.
[AGENT][NEUTRAL] The um
[AGENT][NEUTRAL] Where's the
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Um, invoice.
[AGENT][NEUTRAL] Let's see, 25003.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] No, I don't see that it's been requested.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] When did you said the notes when did the notes say they came out of hold?
[CUSTOMER][NEUTRAL] Um, I know yesterday I had sent something. Uh, what happened was I thought it was in renewal hold, so I sent underwriting. I said, hey, where's the renewal paperwork because we don't have it. And then [PII] had [PII] lifted the renewal renewal hold because she said it wasn't supposed to be in renewal hold. So I guess it was lifted yesterday if there, I don't know, is there a note out there? I didn't even look at that. I just went on the email sorry group.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] No, no, no, it's fine. I just didn't know if you had seen anything. Let's see.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Last thing I have is in July is group renewal repro.
[CUSTOMER][NEUTRAL] Yeah, so she didn't put a note out there about it. OK, so I'm gonna respond back to [PII].
[CUSTOMER][NEUTRAL] And ask her like
[CUSTOMER][NEUTRAL] If this is not a renewal hold, do we know when the November, December and January invoices will, uh, generate since the group's gonna be behind on payments. I'll just go that route.
[AGENT][NEUTRAL] Yeah, so as soon as they get done, it looks like she is, uh, let's see.
[AGENT][NEUTRAL] She's current with her the request I'm, I'm assuming because today being closed out she's so as soon as that request is put on there I'm sure she could do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, I got you, got you. So still probably going through the processing for month end or year end actually. So, OK, OK, I will just clarify with her just to make sure and thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too. [PII].
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thanks. Bye.