AccountId: 011433970860
ContactId: 0df28dcc-9e88-4fb8-b524-6bb26db3a4d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322489 ms
Total Talk Time (AGENT): 163726 ms
Total Talk Time (CUSTOMER): 156889 ms
Interruptions: 7
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/0df28dcc-9e88-4fb8-b524-6bb26db3a4d4_20241230T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, coincidentally you and I spoke a few weeks ago. It's regarding my billing on my, um, medical plantacudacalamogen panol.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh-huh, see, see what it.
[CUSTOMER][NEUTRAL] Get to I get the propane la cuenta era de la ciuda queriasa just yeah but you know there's nothing that shows up want me to give you the information of my
[AGENT][NEUTRAL] You see
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] A group number. Let's look for his here hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number is 22498 and we spoke on the [PII]. I said, well right now you know now they'll do it.
[AGENT][NEUTRAL] Well, let's see renewal holding company.
[CUSTOMER][NEUTRAL] Do it I know the time billing cycle for renewal because it.
[AGENT][NEUTRAL] Mhm, it, uh, let me see the holding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's.
[CUSTOMER][NEUTRAL] OK conte too.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, yeah, con consider normal. I'm a person.
[CUSTOMER][NEUTRAL] Go ahead say it.
[CUSTOMER][POSITIVE] I know it routes. It routes. It was meant to be a felicitate de pa and you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Grass, yeah, he went.
[AGENT][NEUTRAL] All right, OK, so noining the comminguna noogoma, um.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] I just don't want it to cancel or or lapse or anything.
[AGENT][NEGATIVE] Yeah, no, no, uh, miraque we know holding no, no pass no I can be noa, um, they have me verformacion, um, la la cure electronic.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, it's um our address is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Your email and bill at [PII].
[AGENT][POSITIVE] Perfect. Um,
[AGENT][NEUTRAL] Do you know if uh [PII] is sending the information?
[AGENT][NEUTRAL] The agent.
[CUSTOMER][POSITIVE] I'm pretty, I'm pretty sure he did.
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No, no, say, no, but I won't tell them because sometimes they, they send an email and you're attached to the email and then they send it to us and that's how they, you know, if they send it or not, but I don't know if you have received that or not, no.
[CUSTOMER][NEUTRAL] Yeah, I don't know if you get it, you know, see, I don't know if I should call [PII].
[AGENT][NEUTRAL] I would say just um yeah um you can call [PII] and see where he's at with it and if he already sent the information um either he can call us or you can call us back, let us know so we can get the broker resources on the line and see when they're gonna update. Right now I don't have any updates. It's just saying that it's the renewal holding and there's no additional notes after our call, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, OK, I'm gonna call him right now. [PII] to telephone. Hold on a second, you know my deer. OK, better to so they do.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] See, no problem, yeah.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] think about
[CUSTOMER][NEUTRAL] Oh I see [PII]. OK, I know this time of the year he's very busy because he, alright, alright.
[AGENT][NEUTRAL] Oh yes. Yeah, I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, the what is the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] [PII], good morning. [PII] porque APL has not billed me and they don't, they haven't sent anything and I haven't paid anything since October. I know it's in a renewal billing cycle. However, just wanna make sure that you had submitted whatever renewal information they needed. If you can please call me at the office or call me at the cell, right? OK, guy, take care. Bye.
[CUSTOMER][NEUTRAL] But yeah, so that to wait to let let let it go. I said, yeah, I'll follow up with him and then I'll have him call. OK my percupaqueque hey eco ecommunque demoretando.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, but it's.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] See ecomon seecommon. So but I said you gonna er a renewal holding a cap that is in brono de venti cuatro so pando este mihosoma propo mucho anoscanotaiddiganikichiquerago pero nove on a in the canoeon problemma no.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] There's no notes. So, OK. All right. At least I alerted him and then I'll follow up with him, OK?
[AGENT][NEUTRAL] So yeah.
[AGENT][NEUTRAL] Yeah, yeah, in a better tranquiloque no no seva cancella because it's still on renewal holding.
[CUSTOMER][POSITIVE] You ask. Thank you. All right, my dear, when we do the then we took me up like I.
[AGENT][NEUTRAL] [PII] you on Wednesday.
[CUSTOMER][NEUTRAL] All right bye bye too bye bye.
[AGENT][NEUTRAL] right bye bye.
[CUSTOMER][NEUTRAL] Bye.