AccountId: 011433970860
ContactId: 3a237721-7cf0-44fd-a00f-5c6314aba1c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516989 ms
Total Talk Time (AGENT): 316556 ms
Total Talk Time (CUSTOMER): 122245 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/3a237721-7cf0-44fd-a00f-5c6314aba1c1_20250107T20:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in billing. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Uh, I'm OK. I have, uh,
[CUSTOMER][NEGATIVE] An agent on the phone, he's not too happy. Uh, we haven't billed him because in the system it's under, uh, renewal status and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is telling me that it's still showing in process but it's been released and I'm trying to get invoices requested. It's uh 25003.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 25003. Let me pull that up. Hang on one second. [PII].
[AGENT][NEUTRAL] So if it's been released from renewal.
[AGENT][NEUTRAL] Do you know how the invoices get released?
[CUSTOMER][NEUTRAL] Well, I can request it, but she's told me that it's still showing in process, uh.
[AGENT][NEUTRAL] Is it, I don't hang on.
[AGENT][NEUTRAL] Because it shouldn't be let's see, group renewal reprocess on the agent called to get invoices for an emerging or transfer call to group because I uh hang on.
[AGENT][NEUTRAL] I remember talking to him because was it [PII]? Hang on, someone was supposed to release it from renewal hold. Hang on a second, hold on one second. Give me just a second.
[CUSTOMER][NEUTRAL] OK, I'm gonna put you on hold. Let me get back to him just real quick.
[AGENT][NEUTRAL] Unless something else. OK. OK. OK.
[AGENT][NEUTRAL] Hold on one so I'm trying to get out in the folder because somebody told me it was released from renewal hold, [PII] and then we're working on it, I think on a second.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Motorcycle JBA back up back up there we go OK.
[AGENT][NEUTRAL] OK, sorry, I'm trying to get my email that I got, but somebody said to me and told me, OK, so [PII], hi [PII] and [PII], the renewal hold has been removed. If you have any questions, let me know. That was on [PII] from [PII].
[AGENT][NEUTRAL] No, because [PII] underwriting [PII] came back and said.
[AGENT][NEUTRAL] She sent an email to [PII] said, what I've found is that this is a DER group and should not have been put in a renewal hold. Please work your magic to remove the renewal hold, so you're still showing that it's on hold.
[CUSTOMER][NEUTRAL] Well, that's what [PII]'s telling me that it's still showing in process. I honestly I'm still learning and I'm not sure where to see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, yeah, I know. I just know there's notes out there that'll that's supposed to say it's lifted because I called somebody on this the other day and they said that it was group renewal reprocess that was on that was the old one invoices are not imaged, OK, um.
[AGENT][NEUTRAL] Can we call him back because I can't do anything about it? OK, OK, um, well I can't get the invoices released. It's gonna have to be somebody on that side of the fence, so hold on just a second, let me see if [PII].
[CUSTOMER][NEUTRAL] Oh, I have him on the, I have him on hold.
[CUSTOMER][NEUTRAL] I can put in the request to have them generated. It's just I don't think it can be done until it doesn't show in process anymore.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let me, so on your, yeah, I don't know what your size looks like. I just know, let me see, I'm gonna send this email.
[AGENT][NEUTRAL] Hold on, [PII], what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on here. I'm gonna put [PII] on here because [PII] is the one that's saying that. Let's see. I, I understand the invoices.
[CUSTOMER][NEUTRAL] I think I was asking her who to contact and she's talking to [PII].
[AGENT][NEUTRAL] [PII], oh she's talking to [PII] over here, OK.
[CUSTOMER][NEUTRAL] I guess so.
[AGENT][NEUTRAL] I'll put [PII] on this too.
[CUSTOMER][NEUTRAL] I was just asking her who to contact and she says she's checking with [PII] now.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] I think we're talking on the same thing is that [PII]? Is this DBA motorcycles?
[AGENT][NEUTRAL] So [PII] and [PII], I have an email from them I was getting ready to send out where [PII] said that we shouldn't be putting this in renewal hold and and [PII] said she released it.
[AGENT][NEUTRAL] Because I've got [PII] in customer service, mhm, uh-huh.
[AGENT][NEGATIVE] And they shouldn't have.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hey
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because [PII] went to [PII] and said release them. [PII] sent me things so told me, told me she took it, took it off and then I called customer, OK.
[AGENT][NEUTRAL] Uh-huh, OK, mhm.
[AGENT][NEUTRAL] OK, OK, because I called somebody customer service I don't remember who I talked to and they were OK, so, so you.
[AGENT][NEUTRAL] I, I have that email. Do you want me to send that to you guys where they said they released it? OK, OK.
[AGENT][NEUTRAL] DBA motorcycles and he's on the phone on hold with [PII] upset because he's trying to get the bills, the agent [PII], [PII].
[CUSTOMER][NEUTRAL] OK, well, now I got another person involved. [PII] apparently has put in the request to have those invoices.
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] That might [PII] might have been the one. OK, so she's saying [PII] has put in a request to request the invoices that might have been who I called the other day and talked to.
[AGENT][NEUTRAL] The mask, OK.
[CUSTOMER][NEUTRAL] Well, I guess at this point I just need to let him know that they've been requested.
[AGENT][POSITIVE] Yes, yes, that's what I would do. Let him know they've been requested and, um, um, yes, that they should be, they should be sent out at any time because I told him I was gonna get back with him, but I hadn't had a chance to because I thought I actually thought it was resolved. So yes, tell him that we're we tell him it's been requested and they should be going out, um, and then tell him that just let him know I'll follow up with him because I'm gonna check it. I've been checking it every day think if it was done. I forgot to check it this morning, but I'll get back with him, um, and let him know.
[CUSTOMER][NEUTRAL] OK. All right, I'll get with him and let him know.
[AGENT][NEUTRAL] Or if you wanna send him through just let me talk to him.
[CUSTOMER][NEUTRAL] Oh, OK, so when they generate or is that what you're saying that you'll get them to him?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yes, um, just go ahead and send him through to me and I'll talk to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. All right, one moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Hey sir, I've got [PII] with Broker Resources on the phone and she's gonna help you out for the rest of the way, OK?
[CUSTOMER][POSITIVE] Thank you. Yes, sir.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. I'm the one you talked to the other day regarding this group, um, so I just looked in there. I look, I checked last week and the invoices weren't there, so I followed up on it today and it has been requested. So, um, as soon as those invoices show up, I will give you a call, but they're supposed to be generated, so they should be showing going out at any time.
[CUSTOMER][NEUTRAL] I need a copy of them.
[AGENT][NEUTRAL] OK, OK, as soon as I can get them on my hand, I will, I will reach out to you and I'll send you a copy of I have your email address.
[CUSTOMER][NEUTRAL] How do I get back in touch with you if I need to call you?
[AGENT][NEUTRAL] Um, you can call me. My direct number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, uh huh, that comes to me directly.
[CUSTOMER][NEUTRAL] Is it snowing in [PII]?
[AGENT][POSITIVE] No, we got flurries yesterday, but we didn't, we didn't or over the weekend, but we didn't. Luckily we didn't get a whole bunch of snow, thank goodness. How about you?
[CUSTOMER][NEUTRAL] No, not down here.
[AGENT][NEUTRAL] No, not down there. Good. I don't want any snow.
[CUSTOMER][NEUTRAL] It's it's cold. It's, it's cold, but it, it ain't snowing. All right, I got.
[AGENT][NEUTRAL] Yeah, it's really cold here. OK?
[CUSTOMER][NEUTRAL] I'm I'm holding one of the checks in my hand for which is November.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] And uh I need to December January invoice for him to cut me those checks I mail them to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, as soon as I get my hands on them I'll send them over to you, I promise, OK?
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][NEUTRAL] I think