AccountId: 011433970860
ContactId: 0e69f00c-79b9-4577-a3e4-87379c595ed7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421980 ms
Total Talk Time (AGENT): 135853 ms
Total Talk Time (CUSTOMER): 198939 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0e69f00c-79b9-4577-a3e4-87379c595ed7_20250102T14:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. Um, the organization that I work for has a policy with APL. I don't think that they renewed it. Um, I'm just going online to check our account and I'm seeing invoices. um, I checked.
[CUSTOMER][NEUTRAL] Before the holidays and there wasn't any invoice, which I usually pay on a certain date and with the changes, I just thought I'd call at this time and make sure where we stand with things.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, Miss [PII]. Do you have that group number?
[CUSTOMER][NEUTRAL] I'm sure I do. Let's see.
[CUSTOMER][NEUTRAL] Um, group number 20939.
[AGENT][NEUTRAL] Thank you, Ms. [PII] and what is the group name?
[CUSTOMER][NEUTRAL] Uh, it should be family advocacy and community training.
[AGENT][NEUTRAL] And do you mind verifying the address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm showing that the group is active. Let me check one other thing.
[AGENT][NEUTRAL] Yeah, everything looks active.
[AGENT][NEUTRAL] Let me check on that.
[AGENT][NEUTRAL] For your invoices, bear with me just one second.
[AGENT][NEUTRAL] Yeah, I'm showing the January.
[AGENT][NEUTRAL] Um, in December invoices are out there. Do you see them?
[CUSTOMER][NEUTRAL] Yeah, I didn't because I, I said I typically go on a certain date. There's a reminder on my calendar um let me just jump to my calendar, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it wasn't on there on the [PII] I guess is when I usually go to pay and so I assumed it was because we weren't renewing um so maybe what I need to do is check with our broker and see what's going on but if we weren't renewing, would we owe just the one or I'm just kind of confused because I, I think we have a different policy now.
[AGENT][NEUTRAL] OK. Hang on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm checking one other thing for you.
[CUSTOMER][NEUTRAL] OK, I'm kind of going back in my emails and checking to here.
[AGENT][NEUTRAL] Yeah, and I'm showing that.
[AGENT][NEUTRAL] It looks like everything is active, but what I can do, Ms. [PII], is I can transfer you to our billing department and they can review that further.
[AGENT][NEUTRAL] If you don't mind.
[CUSTOMER][NEUTRAL] Yeah, I'm just looking here and it does say from our broker that we are not we didn't renew APL so yeah let's try to figure it out so everyone's on the same page.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. If you don't mind holding just one moment, let me get you to a billing representative, and I hope you have a very happy [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. [PII].
[CUSTOMER][POSITIVE] Hi [PII]. [PII].
[AGENT][POSITIVE] [PII] to you. I have group number 20939 on the line.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Who never mind. Um, I have [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oakley on the line. Callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she was calling, she has a certain date that she pays the invoices, and she was saying that she thought that they would know that the group was not going to renew and.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yes, so looks like they have a future lap site added um let me see.
[AGENT][NEUTRAL] And she just wants to make sure she's on the same page. Does she need to pay something or what, what will she need to pay through the laps and all that good, all those good questions.
[CUSTOMER][NEUTRAL] Let's say that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, so you can send her over to me and I'll kind of look into it a little bit, um, now did she say she was with the group?
[AGENT][NEUTRAL] Yes, with family advocacy training she's in the OSC.
[CUSTOMER][POSITIVE] OK, good. OK.
[AGENT][NEUTRAL] She's not on the contact, but she is in a and I verified her email and everything and the address.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, OK, perfect, thank you, you can go ahead and send her to me.
[AGENT][POSITIVE] All right. Thank you, [PII]. Let me get her on the line. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, Ms. [PII]. I have [PII] looking into that for you. She will assist you further. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm good [PII] how are you? Good, I'm doing well, thank you. Um, so I, uh, got your group information from [PII], um, and that's 20939 Family Advocacy Community, um, is that right?
[CUSTOMER][NEUTRAL] 20[PII] yes that's correct. OK and she said that you were calling about your group that um.
[CUSTOMER][NEUTRAL] Let's see, I know she said that the group was supposed to be not not supposed to be renewing and so you were wanting to see if you needed to pay anything um or just kinda make sure that we had that information was that right? Yeah yeah so what um I'm the executive assistant here I handle all the invoices and bills and policies and I have a monthly reminder on my Outlook calendar to go on APL and.