AccountId: 011433970860
ContactId: 19d021e1-8cec-4192-a114-90b2e71cdc95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126830 ms
Total Talk Time (AGENT): 67679 ms
Total Talk Time (CUSTOMER): 41930 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/19d021e1-8cec-4192-a114-90b2e71cdc95_20250430T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and the care team. I've got a group on the line that um they're calling because they said they've all of a sudden gotten 6 months' worth of invoices and that they're 6 months past due, so they had questions on that on why they haven't received an email or mail, um, the invoices.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Group number is 23752.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII], I verify the address.
[AGENT][NEUTRAL] All right. It looks like because they just finished the renewal process.
[CUSTOMER][NEUTRAL] OK, so they are do they not pay monthly or I guess that's what she was saying that she's not used to getting.
[AGENT][NEUTRAL] When the group, well when the group is in renewal hold, we don't invoice until the renewal process is finished so that's why they just got all of those invoices is because the renewal process just finished.
[CUSTOMER][NEUTRAL] OK, so it takes 6 months for a renewal process I guess typically.
[AGENT][NEUTRAL] No, not necessarily or not usually. I don't, I can't answer the question as far as why it took so long, um, because it was placed on renewal hold back in September, but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] They just finished it, um, we'll say Wednesday on Monday, I said I don't, I can't answer the question as to why it took so long. That would be a.
[AGENT][NEUTRAL] Uh, customer service or broker resources question, um, as far as that, but I mean they're technically they're not past due because the renewal process was just finished.
[CUSTOMER][NEUTRAL] OK, so once they pay these invoices going forward they'll be billed monthly, is that right?
[AGENT][NEUTRAL] They'll be billed monthly, yes.
[CUSTOMER][POSITIVE] OK, OK, all right, I will let, I'll let her know. Thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome, no problem.