AccountId: 011433970860
ContactId: 0bcac40d-c54e-4f3c-a2a1-ed98cac6ddf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282260 ms
Total Talk Time (AGENT): 153432 ms
Total Talk Time (CUSTOMER): 91358 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/0bcac40d-c54e-4f3c-a2a1-ed98cac6ddf2_20250219T18:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am my name is [PII] and my group we haven't gotten a bill in a couple months so I just wanted to check and make sure everything was OK.
[AGENT][NEUTRAL] OK, I can help you with that. And what is, what is that group number, dear?
[CUSTOMER][NEUTRAL] Let's see it is.
[CUSTOMER][NEUTRAL] 21086.
[AGENT][NEUTRAL] 21086. OK, [PII], um, what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] All right. Just one moment. Let me pull that up and see what's going on with that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I remember I did this last year but I don't remember what the end result was if I need to do something or if it just generated after a while but.
[CUSTOMER][POSITIVE] Wanted to make sure everything's good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], um, can you verify the address that we have on file for this group?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. And can you verify your um email address?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much. Let's see.
[AGENT][NEUTRAL] And you're calling because you haven't received your invoice in a couple of months.
[CUSTOMER][NEUTRAL] Yeah it's showing our last one was December.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this happened last year as well?
[CUSTOMER][NEUTRAL] Yeah, I don't remember when we ended up getting it, um, but.
[CUSTOMER][NEUTRAL] Remember it did take a little while. I found some back and forth with me and someone else.
[AGENT][NEUTRAL] Got you. OK, [PII], what the issue is and the reason why it is taking the uh
[AGENT][NEUTRAL] Doing this again is because you're in renewal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um-hum.
[AGENT][NEUTRAL] And that's the reason why so your invoices have not generated, so you're not in any danger because you are in renew your group is in renewal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So as soon as the invoices generate, you will be able to um um you will get an email letting you know that the invoices are out there on the online service center and um then you'd be able to get them that that way.
[CUSTOMER][NEUTRAL] Got you so I mean there's nothing that I need to do right now it's just.
[AGENT][NEUTRAL] Just waiting, just waiting. Yes, ma'am. That is it.
[CUSTOMER][NEGATIVE] are doing whatever on y'all's end.
[CUSTOMER][NEUTRAL] Got you, just making sure I wasn't, I didn't drop the ball or anything.
[AGENT][NEUTRAL] No, ma'am, no ma'am. And, and I see that you are registered on our online service center, so you're able to, to get those and everything um.
[AGENT][NEUTRAL] Wait a minute, let's see.
[CUSTOMER][NEUTRAL] Yeah, I feel like I get an email whenever the invoice is generated and that's what makes me look and uh I've been checking, you know, just periodically just to see if it's on there but um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Pretty sure I get the notifications.
[AGENT][NEUTRAL] You should get the notifications.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, because it's the email address that we have, um.
[CUSTOMER][NEUTRAL] Yeah, I do see that.
[AGENT][NEUTRAL] So once, right, so once we get those generated, you should be, I mean you.
[AGENT][NEUTRAL] Should get the notification um but it, it, it, I'm still showing that it is in renewal so um they haven't finished on our end so.
[CUSTOMER][POSITIVE] OK, that's no problem. I just wanna make sure everything was good.
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Yes ma'am you too.
[AGENT][POSITIVE] Thank you mhm bye bye.
[CUSTOMER][NEUTRAL] Bye.