AccountId: 011433970860
ContactId: 1ac46d46-5267-41cf-a70d-f7a9c230532d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396170 ms
Total Talk Time (AGENT): 190719 ms
Total Talk Time (CUSTOMER): 144310 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/1ac46d46-5267-41cf-a70d-f7a9c230532d_20250121T20:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon, um, I have the, um, a group plan and, um, I don't have my invoice for.
[CUSTOMER][NEUTRAL] The month of January.
[AGENT][POSITIVE] OK, yeah, I'd love to take a look at that with you. Do you know the group number?
[CUSTOMER][NEUTRAL] Yeah, I'm I'm trying to pull that hold on just give me hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should be 179.
[CUSTOMER][NEUTRAL] 95.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] And would you be able to verify the name of the group?
[CUSTOMER][NEUTRAL] Yes, Sterling Security Technologies.
[AGENT][POSITIVE] Wonderful, thank you and.
[AGENT][NEUTRAL] Um, may I have the address for the group as well and the phone number?
[CUSTOMER][NEUTRAL] Yes, address is [PII].
[CUSTOMER][NEUTRAL] What else you needed?
[AGENT][NEUTRAL] Um, the phone number on file, and then I'll just need your name and the email on file.
[CUSTOMER][NEUTRAL] Sure, um, this is phone number is [PII].
[AGENT][POSITIVE] Beautiful and then just the, just your name and the email on file?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you, thank you.
[AGENT][NEUTRAL] All right, so what I'm seeing here is it looks like your your group is still on hold from the renewal process. Um, do you know if that renewal paperwork got sent back in already?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I would have to assume from my agent. I reached out to them in December and they were supposed to take care of it and then I follow up in an email uh yesterday or the day before yesterday.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] Kind of let me know that it has been already um.
[CUSTOMER][NEUTRAL] Submitted or.
[AGENT][NEUTRAL] It's already been submitted, so they might just be behind on getting that invoice out. I know it can take up to 30 days delayed coming out of renewal, um.
[CUSTOMER][NEUTRAL] That's, that's
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me see if one's been generated for you yet real quick, OK?
[CUSTOMER][NEUTRAL] OK, I just see, yes, the gap plan renew that's what I got from my um from my agent, and that was, um, Monday.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let's see, sorry, one second.
[CUSTOMER][POSITIVE] No, no, take your time.
[AGENT][NEUTRAL] All right, yes, I'm seeing that one has not been generated yet, so it will come out a little bit behind, um, and then everything will kind of write itself out after that and head out at the right time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, yes, OK. OK.
[AGENT][NEUTRAL] Um, I'll say if you, I would say if you don't receive anything, you know, towards the end of that first week of February, perhaps [PII], you might reach back out to us, um, but I know it can be delayed up to 30 days, um, coming out of that renewal period. So, but you're certainly not delinquent by any means.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, but, but is the plan, is the plan.
[CUSTOMER][NEUTRAL] Renew per se or needs to have the payment first to have it renew if somebody were to make a claim or something what what would happen?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So that is an excellent question um I believe that once all the renewal paperwork is put in and granted I don't process any of this this is just my understanding once all that paperwork gets put in, it gets pulled off of hold and then they generate out the invoice I believe if a claim were to come in during that time period what they would do is they would.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Review the paperwork and see if the paperwork's been submitted and maybe the group's not off on hold and process from there um or they might even put the claim itself on hold like a pause like hey we're waiting on paperwork to get sorted um but they wouldn't just deny in that hold period they would like pause just to verify and see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK then, then I'll, I'll check, you know, February see hopefully uh invoice will be posted on the website.
[AGENT][POSITIVE] Perfect and then.
[AGENT][NEUTRAL] Is there um I wish I had like way better answers like you're off hold and it's all getting generated, but was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, no, that, that's, that's, that was the only reason of my call.
[AGENT][NEUTRAL] OK perfect [PII]. If you have any other questions, reach back out and if you don't receive your invoice I'd say first week of February, um, give us a call maybe around the [PII] or the [PII] and just check back in on that. Have you also, have you used the online service center that portal, um, to check your invoices?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that that's, that's where exactly where I go and, and, and, and, and I, you know, try to see if any uh pending invoice and that's how I pay it, you know, that's why, you know, it says no no open invoices.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Perfect. Well, I was gonna say that's so much faster than waiting for the mail too, so, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of course, yeah, yeah.
[AGENT][POSITIVE] Yeah, check it out and if you don't see it on the online service center then by that first week of February for sure give us a call back um and follow up and we'll do our best to take care of you OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright thank you alright goodbye.
[AGENT][POSITIVE] Thanks. Bye bye.