AccountId: 011433970860
ContactId: 4f9508b5-5372-42f2-abfa-68b3f1766bd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251080 ms
Total Talk Time (AGENT): 69529 ms
Total Talk Time (CUSTOMER): 108913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/4f9508b5-5372-42f2-abfa-68b3f1766bd1_20250508T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a broker's office on the line um she is calling to inquire about a group and why they haven't received a bill since the first of the year.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] number is 14091 Barnet's Towing.
[AGENT][NEUTRAL] And what was the name of the person you're talking to?
[CUSTOMER][NEUTRAL] It's [PII] and she's with the BX all uh broker.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Office.
[AGENT][NEUTRAL] Sorry, I'm just trying to get this put in here and did you get a callback number by chance?
[CUSTOMER][NEUTRAL] I did. It's [PII].
[AGENT][POSITIVE] Awesome. OK, I'm ready for him whenever you are.
[CUSTOMER][NEUTRAL] OK, I'll introduce you and then I'll release it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, [PII] [PII], I've got [PII] on the line she's gonna assist you with looking into that invoice.
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][NEUTRAL] If you
[AGENT][NEUTRAL] Good morning. Like she said, this is [PII] in billing. How are you today?
[CUSTOMER][POSITIVE] I'm doing great, thank you, um, [PII] how are you?
[AGENT][NEUTRAL] I'm well so she said you guys are not receiving invoices?
[CUSTOMER][NEGATIVE] Yes, the group, um, reached out to me. I'm with the broker's office. They said that they have not received any invoices since the [PII] of the year, and they just don't want to be caught, you know, 3 months down the road or 4 months down the road with this huge invoice.
[AGENT][NEUTRAL] Yes ma'am, let's see here and I just wanna verify she gave me the number 14091 for the group number?
[CUSTOMER][NEUTRAL] Yep, it should be [PII]'s towing.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it looks like they're in renewal hold um.
[AGENT][NEUTRAL] Have they finished up their paperwork for renewal? An invoice has not been generated because we don't do them during renewal period and it seems very odd that they would still be in renewal.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me take a look at this
[CUSTOMER][NEUTRAL] Let me look and see. I thought I sent that back.
[CUSTOMER][NEUTRAL] Let me look and see if I got they even receive anything.
[CUSTOMER][NEUTRAL] RN.
[CUSTOMER][NEUTRAL] Uh, let's see, I think this is it.
[CUSTOMER][NEUTRAL] OK, so that's that I'm pretty sure.
[CUSTOMER][NEUTRAL] I sent that back in.
[CUSTOMER][NEUTRAL] August.
[CUSTOMER][NEUTRAL] Let me just double check.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm let's see it may goes to um sales.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] I'm so sorry, what was that you gave me?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh, alright, looks like I did not send that in. um, let me get that sent over right away.
[AGENT][NEUTRAL] OK, so once all that's handled they will generate the invoices from the first of the year until whenever it's completed unfortunately that will be, you know, several months but um once that's all done they'll they'll generate those invoices for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect I'll let them know.
[AGENT][POSITIVE] Yes ma'am I hope you have a great week. Let me know if you guys need anything else.
[CUSTOMER][POSITIVE] OK, I will thank you.
[AGENT][POSITIVE] Thank you, thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm