AccountId: 011433970860
ContactId: 4dbeacc8-e84b-4660-889b-6689aa903342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166759 ms
Total Talk Time (AGENT): 74410 ms
Total Talk Time (CUSTOMER): 96709 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4dbeacc8-e84b-4660-889b-6689aa903342_20250131T17:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling from North Main Animal Hospital in [PII], and um we uh have our um supplementals through you, and um I have not received a bill for January and I was just, or actually I guess, yeah, it would have been the one due in January. I'm online on my account and it says there's not anything available so I just wanted to check with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], so you're the administrator for the group and you are trying to find out about your January invoice, is that correct? OK.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] Yeah, and I know sometimes there's a lag right after the first of the year, but I figured I'd double check cause now it's pushing, well, it's the end of the month.
[AGENT][NEUTRAL] Oh yes, ma'am. I can help you with that, [PII]. And what is your last name, please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] and I have my group number as well.
[AGENT][NEUTRAL] OK. uh, first off, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and what is the group number now please?
[CUSTOMER][NEUTRAL] Group number 14688.
[AGENT][NEUTRAL] OK, thank you. So what I'll need to do is pull up the group's information, [PII], and then I'll need to verify several things first for security. So just one moment.
[CUSTOMER][POSITIVE] Sure, not a problem.
[AGENT][NEUTRAL] OK, so you've already given me the name of the group and if you could please verify your address and also your email.
[CUSTOMER][NEUTRAL] Sure. Um, address is [PII]. My email is [PII].
[AGENT][NEUTRAL] OK, thank you. So [PII], I can see the reason that that is not available to you yet is the group is still in the um
[AGENT][NEUTRAL] Renewal
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's still in renewal so that once that process is fully complete, then your invoice will be available so you're not missing anything.
[CUSTOMER][POSITIVE] OK. All right. Yeah, I just want to double check because I usually uh try and log in right near the end of the month and get it paid and I'm like, oh, we're pushing month two here so maybe I just better reach out, make sure that everything was just a little bit behind this year. So, all right, well, that answers my question. I really appreciate your time and um I'll just uh check online and watch for the um I usually get a um um the mailing as well, so I'll watch for that as well.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, ma'am, no.
[AGENT][POSITIVE] Well, you are certainly very welcome.
[AGENT][NEUTRAL] OK, [PII]. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] All right, no, that was it. Thank you so much for your time. You have a great weekend.
[AGENT][POSITIVE] Well, I hope you have a wonderful weekend as well, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Not a problem. Take care. Thank you. Bye bye.
[AGENT][NEUTRAL] Alright, you too. Bye bye.