AccountId: 011433970860
ContactId: 3a12c598-da70-458a-92da-4704ac10f262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258260 ms
Total Talk Time (AGENT): 64766 ms
Total Talk Time (CUSTOMER): 62309 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3a12c598-da70-458a-92da-4704ac10f262_20250210T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a group on the line that, um, she's inquiring about the renewal hold. She said that it's been, you know, on hold for a long time, and she's, she's waiting for the invoice, but there's no invoice because it has not been released from renewal, so she just have questions about why it's still on renewal.
[AGENT][NEUTRAL] OK, what group is this?
[CUSTOMER][NEUTRAL] It's 17701.
[AGENT][NEUTRAL] Let me pull it up
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's just the agent is home home office and true.
[AGENT][NEUTRAL] OK, and who's on the line?
[CUSTOMER][NEUTRAL] I I miss [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm, can see, yeah, can see.
[AGENT][NEUTRAL] OK, go ahead and put her on through.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got [PII] on the line. She's, um, with the broker resources department, and she's gonna explain to you why you're still on renewal hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, yes. Um, Ms. [PII]? Mhm. Yeah. OK. I got Ms. [PII] on the line. She's in the broker resources and she's gonna explain to you why you're still on renewal hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hi. um.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] I can barely hear you. I think that's why we're having some problems getting you transferred over. Um, it looks like we haven't received the renewal packet. um, let me see what was sent out to the.
[AGENT][NEUTRAL] It would have been sent to you guys probably in July of last year for the renewal.
[AGENT][NEUTRAL] Let me see what we have.
[AGENT][NEUTRAL] OK, so it was actually mailed out in June.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me make sure that everything's renewing as is.
[AGENT][NEUTRAL] Can I put you on hold for just one moment, please?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] OK, um, let me put you on hold for just a moment, OK?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Hello, I
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] OK, well I'm gonna have to call you back because I'm the only one on phones and I have a call on hold right now so let me call you right back alright thanks bye.