AccountId: 011433970860
ContactId: 26ababe9-7589-4702-9fd8-9e430b926de6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193360 ms
Total Talk Time (AGENT): 86648 ms
Total Talk Time (CUSTOMER): 90985 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/26ababe9-7589-4702-9fd8-9e430b926de6_20250402T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have group number 23356 on the line for Luminair.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have [PII] on the line and I asked him. I mean, he's not, I don't see him anywhere and I told him I can't.
[CUSTOMER][NEUTRAL] You know he's asking about the April invoice that we sent to them and he has it in front of him with the.
[CUSTOMER][NEUTRAL] Um, invoice number and everything I didn't write down. I apologize.
[CUSTOMER][NEUTRAL] If they're in renewal, would they have an April invoice?
[AGENT][NEUTRAL] Um, The renewal or their renewal begins [PII].
[AGENT][NEUTRAL] So they'll have
[CUSTOMER][NEGATIVE] That's just confusing me, so they won't.
[AGENT][NEUTRAL] Well it's up at the top of the EM it's up at the top of EMPL. It says in renewal hold uh in renewal holding claims and group product billing and then the date [PII]. That's the renewal date. So after the May.
[CUSTOMER][NEUTRAL] And you know what? All I see is that R and I don't go any further. I'm like, look, they're in renewal, but I see that now.
[AGENT][NEUTRAL] They'll receive, um,
[AGENT][NEUTRAL] May invoice and then if the renewal is not finished come time to bill for June that's when they won't receive an invoice until.
[AGENT][NEUTRAL] It's done.
[CUSTOMER][NEUTRAL] So, um
[CUSTOMER][NEUTRAL] If he has that in front of him, he said they're getting several months at a time.
[CUSTOMER][NEUTRAL] On the April invoice and he just wants to make sure that that is the amount.
[CUSTOMER][NEUTRAL] And I can just tell him yes, right?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But he's listed as a user though too, but he says it's impertinent that you answer this question.
[AGENT][NEUTRAL] No what I am impertinent you can get your contact person if it's impertinent.
[CUSTOMER][NEUTRAL] I did tell him to do that.
[AGENT][NEUTRAL] Um, let me look at the April invoice. I'm assuming he's talking about [PII] being billed for February, March, and April.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh wait, no wait, yeah.
[AGENT][NEUTRAL] Yeah, he's only being billed for two different insureds for more than 1 month, but yeah, you can let him know that that invoice amount is correct.
[AGENT][NEUTRAL] That's as far as it can go.
[AGENT][NEUTRAL] We'd have to speak with the contact person. Yeah.
[CUSTOMER][NEUTRAL] Yeah, I can't give any specifics.
[CUSTOMER][NEUTRAL] Got you. Alright, I appreciate it and I'm gonna pay attention to that so that just just since I have you on the line, so the renewal will not start until [PII].
[AGENT][NEUTRAL] Correct, so after the May invoice has generated, they won't get any more invoices until the renewal process is finished.
[CUSTOMER][NEUTRAL] I need to look at all that, but when I see R I just like, mm, wait, you know, I'm, I'm still learning. I'm sorry, it's so much information.
[AGENT][NEUTRAL] No, it's fine, it's right.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] Between all the departments I appreciate it, [PII], let him know.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You have a great day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Right