AccountId: 011433970860
ContactId: 3763170f-35c1-406c-8b2e-c5911f556366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199889 ms
Total Talk Time (AGENT): 116779 ms
Total Talk Time (CUSTOMER): 48476 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/3763170f-35c1-406c-8b2e-c5911f556366_20250411T17:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone. Um, she is with Group 21657.
[AGENT][NEUTRAL] 21657.
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And she is calling because she did not receive her invoice and she needs to talk to somebody about that.
[AGENT][NEUTRAL] OK, it's because they're in renewal, but um I can talk to her and I'm sorry, did you say, is it [PII] that we're talking to?
[CUSTOMER][NEUTRAL] Yes, it's you that the um contact person?
[AGENT][NEUTRAL] OK, yeah, I can talk to her.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it, [PII], bye bye.
[AGENT][POSITIVE] No problem have a good weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Hi, this is in the billing department. I'm speaking with [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand you were calling uh regarding uh your group not receiving an invoice uh for April, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So it looks like your group was in renewal, um, cause your renewal is April. And it looks like your group was in renewal and the renewal um process was finished. So your group, the hold for your renewal was released on [PII], which would have been after the April invoices were processed. So your April and your May will be available on, let me see.
[AGENT][NEUTRAL] Usually the [PII] after the [PII] of every month is when the invoices are processed.
[AGENT][NEUTRAL] So let me see what that day will be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII], so yeah, on the [PII], um, is when or sorry, May will go out. So since your group was in that renewal hold when April, um.
[AGENT][NEUTRAL] Invoices went out your April and your May will be available on or right after the [PII].
[CUSTOMER][NEUTRAL] OK, so then the one that's gonna be printed, it will be paying for April?
[AGENT][NEUTRAL] Yeah, so, um, do you use the online service center for your invoices or do you like send a check?
[CUSTOMER][NEUTRAL] No, we send a check and we received the invoice through mail.
[AGENT][NEUTRAL] OK, yeah, so you're, you'll be mailed your April invoice and your May invoice. It won't be like on the same invoice, so you'll still get two separate invoices, but you'll get both of those at the same time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well thank you very much.
[AGENT][POSITIVE] No problem, [PII]. Does that answer all your questions? Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's that's all.
[AGENT][POSITIVE] All right well it was a pleasure speaking with you. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][NEUTRAL] OK