AccountId: 011433970860
ContactId: 11e091cf-fd5e-43a0-b67f-40157e78c2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342959 ms
Total Talk Time (AGENT): 142726 ms
Total Talk Time (CUSTOMER): 176353 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/11e091cf-fd5e-43a0-b67f-40157e78c2ee_20241231T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], my name is [PII]. I'm with Chips Unlimited and I'm just calling because um we've not received our new our uh billing for January and I'm ready to pay the invoice.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. What is the group number?
[CUSTOMER][NEUTRAL] Group number is 21325.
[CUSTOMER][NEUTRAL] And I'm logged into our account right now and it says there's no invoices available, so it's January ready?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let
[AGENT][NEUTRAL] I'm checking on that for you. Do you mind verifying the group address and your email and phone number?
[CUSTOMER][NEUTRAL] Sure it's Chips Unlimited Inc. [PII], excuse me, [PII]. My email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then a phone number just in case we get disconnected, I can get right back to you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. Um, Mr. [PII], I'm checking your group information. It's the policy is still under renewal. Once renewal has been completed, then the invoice will be available.
[CUSTOMER][NEUTRAL] OK, so do we, we still have coverage until you guys renew it?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] For January we're still gonna be good because we've been with you a while so.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir you have yeah you'll be fine it's just they've got to complete that renewal information before the um invoice is available.
[CUSTOMER][NEUTRAL] Alright, anything we need to do on our end to make it go better or did we?
[CUSTOMER][NEUTRAL] I'm just curious.
[AGENT][NEGATIVE] Yeah, I, I can't see anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just a matter of them getting it completed, um.
[AGENT][POSITIVE] Make sure that the agent has sent in everything, but everything looks like it's gonna be good.
[CUSTOMER][NEGATIVE] What does the agent supposed to send in because uh they seem to keep changing on us and they do it on their own so I'm not sure.
[CUSTOMER][NEUTRAL] If they did what they were supposed to, I guess I should say.
[AGENT][NEUTRAL] It would, it would be the, um, they would send in the renewal documents. If you don't mind holding just a minute, I can get somebody to check that for you.
[CUSTOMER][NEUTRAL] Because I say in our account it said my broker and I looked on it and it's an older broker so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you will bear with me just one second, let me get someone that can answer all those questions for you, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're very welcome. I hope you have a very happy new year. If you'll bear with me one moment. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][POSITIVE] Hi, [PII]. Happy New Year. It's [PII].
[CUSTOMER][NEUTRAL] You too, how are you [PII]?
[AGENT][POSITIVE] I'm doing good. Thank you for asking. I hope you're doing good as well.
[CUSTOMER][POSITIVE] I am, how can I help you?
[AGENT][NEUTRAL] Good, so I've got a group on the line. I'm not sure if I need to call y'all or anyway, it's group number 21325 Chips Unlimited in [PII], and I do have the group contact on the line and he was calling for January invoice and of course I advised him that the group is still in renewal and once it's out of renewal then that invoice will be available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he says the brokers keep changing on him.
[CUSTOMER][NEGATIVE] Oh my gosh, this one's a mess. Oh my gosh, um, yeah, because [PII] used to be with Exponent and she left exponent and went on her own. Um, so, um, yeah, I'll need to talk to him to figure out what we need to do because I don't, I'm gonna have to get [PII] because this is, yeah.
[AGENT][NEUTRAL] Yeah, cause, well, he's worried that the group won't be.
[CUSTOMER][NEUTRAL] Right, I need to see if we sent the renewal information out and then she's listed on here and I don't think that she should be. She is on one of the other groups, um, since she left the company. So yeah, let me hang on, let me pull this group up real quick before you send him over so I can get the folder up.
[AGENT][NEUTRAL] Coverage.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Renewal emails let's see.
[CUSTOMER][NEUTRAL] Yeah, he, I'm sure he was on the phone. What did you say it was? Did you, did you get his name? It's not a big deal. [PII], OK.
[AGENT][NEUTRAL] [PII], yeah, he's the group contact.
[CUSTOMER][NEUTRAL] With the exponent, OK. Oh, [PII]. OK, yes, go ahead and send him over and I'll, I'll take care of it.
[AGENT][POSITIVE] All right, [PII], if you'll hold just one moment, let me get him on the line. I hope you have a safe and wonderful [PII] year.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] Mr. [PII], thank you for your patience. I have [PII] on the line and she's going to assist you further and happy New [PII] to you and your family.
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII] how are you? Hi [PII], I'm good how are you? Good, um, she explained to me that you're calling for the status on this group because I have a renewal of [PII] and you've not heard anything on that is that correct? Correct. OK, let me get with the I need to get the agent the agency to see where they are on that um because we usually there's some documents that we usually have them fill out like the group participation form do you guys still have the same insurance coverage or is anything changed?
[CUSTOMER][NEUTRAL] We weren't gonna change anything. Everything to be the, I, I mean.