AccountId: 011433970860
ContactId: 36e81655-3283-4c62-ae4d-da7f4272cb52
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127330 ms
Total Talk Time (AGENT): 63748 ms
Total Talk Time (CUSTOMER): 59987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/36e81655-3283-4c62-ae4d-da7f4272cb52_20250603T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, it's [PII] in group billing. I have an agent on the phone wanting to know if y'all received the renewal information for one of his groups.
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] Sure, send him my way. I'll help him.
[CUSTOMER][NEUTRAL] It's [PII] and it's group number 19658.
[AGENT][POSITIVE] Perfect thanks [PII].
[CUSTOMER][POSITIVE] You're welcome. Thank you. Here he comes.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Good morning. This is [PII]. I understand you're needing to know if a renewal has been sent out. Is that correct?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] No, that I, I mailed the renewal in for processing on Thursday and I wanna know if you guys received it or if you finished processing it either one.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh this is for [PII]. I know that we've had some emails back and forth. I don't think that we've worked it quite yet, but I remember seeing the emails.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, did you receive it from me?
[AGENT][POSITIVE] Yes, sir, we sure did.
[CUSTOMER][NEUTRAL] Oh, OK, fine, so that's OK, um, when should I check back to see if I don't know what your turnaround time is, what is it roughly?
[AGENT][NEUTRAL] Renewals usually take about 10 business days, so not including weekends or like holidays, but about 10 days.
[CUSTOMER][NEUTRAL] OK, so I, so give it till try next Monday or something?
[AGENT][NEUTRAL] Yeah, most definitely and also once we submit it for processing we will send you an email letting you know that it's been submitted so um you should look for that email as well.
[CUSTOMER][NEUTRAL] OK, you send the broker an email.
[AGENT][POSITIVE] Yes, we sure do.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK, uh, when should I expect that letter?
[AGENT][NEUTRAL] Um, I would probably expect it in the next probably 48 hours.
[CUSTOMER][NEUTRAL] That email roughly.
[CUSTOMER][POSITIVE] OK, OK, thank you very much you have a good day.
[AGENT][POSITIVE] Thanks [PII], you too have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.