AccountId: 011433970860
ContactId: 8248a81e-032f-4a71-8510-dc0abe8c4bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 645380 ms
Total Talk Time (AGENT): 277275 ms
Total Talk Time (CUSTOMER): 305047 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/8248a81e-032f-4a71-8510-dc0abe8c4bcd_20250213T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss Hi, I've got Miss [PII] on the phone. She's the agent for group number 19953.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] And I apologize, it broke up when you said her name.
[CUSTOMER][NEUTRAL] She did verify.
[CUSTOMER][NEGATIVE] Oh, I think I'm gonna have to move my Wi Fi. It's been acting a little stupid here, OK.
[CUSTOMER][NEUTRAL] The, um,
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And it's group number 19953.
[AGENT][NEUTRAL] Oh, I see. OK.
[AGENT][NEUTRAL] OK, you know what she's.
[CUSTOMER][POSITIVE] And she's calling because the group called her and asked her how come they're not getting their invoices, so that's what she called out and the number that she's calling from is a good call back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] OK, bye-bye. You take care, [PII].
[AGENT][POSITIVE] Thank you. You as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you, you have a question about, well, the group has questions about why they're not receiving their invoices.
[CUSTOMER][NEUTRAL] Well, they said they're not getting them so I'm like well gee, this has been going for years. What happened?
[AGENT][NEUTRAL] All right, so are they looking for it?
[CUSTOMER][NEUTRAL] Yeah, you know, you're like, OK, people.
[AGENT][NEUTRAL] Are they looking for it digitally or in the mail?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I don't know how what how did they normally get it? I have no idea.
[AGENT][NEUTRAL] Well, we, I, I just looked and
[CUSTOMER][POSITIVE] However, they've been always getting it.
[AGENT][NEUTRAL] They have um an active account on our online service center so they should be receiving an email letting them know when new invoices are available. It might be going to their spam or junk folder so that might be an option but um.
[CUSTOMER][NEUTRAL] All of a sudden,
[AGENT][NEUTRAL] Uh, yeah, no, I'm gonna look over.
[CUSTOMER][NEUTRAL] I mean, they had it for years.
[AGENT][NEUTRAL] Well, it says that they do have paper delivery, so both elect electronic and paper, so it should be going to them. By chance, do you know their uh mailing address so I can verify that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I sure do. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, that's what we have.
[AGENT][NEUTRAL] Oh, wait, that might be it.
[CUSTOMER][NEUTRAL] [PII] because it's a PO. The physical zip would be [PII], but the PO box would be [PII].
[AGENT][NEUTRAL] Oh, I don't know why it would have changed, but I do have a 5, so let's correct that real quick. Let's see.
[CUSTOMER][NEUTRAL] So, um, can you send me whatever's outstanding and I'll get it to them and then in the future maybe we can go back to whatever works.
[AGENT][NEUTRAL] Yes ma'am, let me just see what's going on here. Actually, I don't have anything outstanding at the moment. Are they in the middle of renewal, renewal hold claims? Yeah, it looks like they're in the middle of renewal.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEGATIVE] No, they're not at all. And maybe she just thinks they didn't get it, but they really did. So I'm gonna tell her I, I talked with, with you guys and you said there wasn't anything outstanding but they should come in the mail.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEGATIVE] But no.
[AGENT][NEUTRAL] So yeah, so right now there's nothing outstanding because in February have not generated because in my system it says they're in currently in renewal holding so if they're not I need to get you.
[CUSTOMER][NEUTRAL] And online.
[CUSTOMER][NEUTRAL] OK, well, if, if their renewal was the first of the year.
[AGENT][NEUTRAL] And let's see, I guess that is that not done? Let's see, look at the notes here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, I don't know nobody.
[CUSTOMER][NEGATIVE] Again, we need to fix this. Yeah. They, they wanted to renew, they wanted it, however, but I don't know that I ever really gotten a renewal from you all, me being the agent.
[AGENT][NEUTRAL] Alright, let's see back in.
[CUSTOMER][NEUTRAL] And you know what, my email has changed, yeah, we have to fix some things here.
[AGENT][NEUTRAL] So it looks like back in September it says the uh mail dates were changed to the renewal letter.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] To 11 hopefully.
[AGENT][NEUTRAL] Group red cards about changing effective day verified.
[CUSTOMER][NEUTRAL] That's why they haven't gotten it cause
[AGENT][NEUTRAL] That's exactly what it is they haven't received them because we do not generate invoices during renewal process.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but it was 11 this is 2.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah, so something that somebody didn't do something and I don't think I got anything to do. And, and if you, if it was back in September, well, who the heck knows. I probably put it aside till I renewed the rest of it and then forgot.
[AGENT][NEUTRAL] All right, let's see here. So.
[AGENT][NEUTRAL] Alright, if you would, would you send me an email address, I mean an email coming from your domain, um, that shows me your change of address? I need something, you know, to back up my change in the system.
[CUSTOMER][NEUTRAL] Right, well, let me just tell you something else and we get commission by the way, but the name of the agency is Client first Insurance Advisors.
[CUSTOMER][NEUTRAL] So what do you, what information do you have about me that could be part of the problem.
[AGENT][NEUTRAL] The domain that I currently have is the C1 Insurance advisors.
[CUSTOMER][POSITIVE] OK, that's correct. OK, so.
[AGENT][NEUTRAL] And is it just your first name?
[CUSTOMER][NEUTRAL] [PII], mhm. So what is your email so I can email you?
[AGENT][NEUTRAL] OK, yeah, that's what I have.
[AGENT][NEUTRAL] Well, it's, that's what I have in the so I don't need to change it because that's what I have.
[CUSTOMER][NEUTRAL] No, right, and the name of the agency is client first, but you said for me to send you an email.
[AGENT][NEUTRAL] If that's not what it needs to be.
[CUSTOMER][NEUTRAL] So I don't have your, I don't.
[AGENT][NEUTRAL] Right, is it not?
[AGENT][NEUTRAL] What I have on file is [PII], is that not correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Oh, OK, then I don't need an email to change and I thought you were saying that it needed to be changed from that, so I don't need an email the email for that.
[CUSTOMER][NEUTRAL] OK, no, well, I was try I was digging for what happened.
[CUSTOMER][NEUTRAL] You know, I was like, OK, so can you email their whatever's outstanding?
[AGENT][NEUTRAL] Well, there isn't anything at the moment until the renewal hold comes off invoices will not be generated. I need to um make uh.
[CUSTOMER][NEUTRAL] And so I can get it to the.
[AGENT][NEUTRAL] Something needs to happen with this, so we need to figure out why it's still in renewal hold um.
[CUSTOMER][NEUTRAL] Well, it's, well, I probably
[CUSTOMER][NEUTRAL] Well, I don't know, can, can we start over and.
[CUSTOMER][POSITIVE] And make it happen.
[AGENT][NEUTRAL] Yes ma'am, just give me one second. I'm gonna uh contact with my colleagues to find out uh what needs to be done to get out of this renewal hold just a moment.
[CUSTOMER][NEUTRAL] Whatever
[CUSTOMER][NEUTRAL] OK, thank you. You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in billing. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have an agent on the phone and she's trying to find out why her group wasn't receiving invoices and it looks like they're in a renewal hold but she has.
[AGENT][NEUTRAL] No knowledge of the renewal. She doesn't, you know, know where it's at. Um, she said it was back in [PII] though, so she's not sure why they're still in renewal hold. Thing is they're not getting invoices because they're in renewal hold. Is this something customer service helps out with or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me check and see if I can get her an answer by what I see. It may need to go to proper resources, just depends, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's 19953.
[CUSTOMER][NEUTRAL] Uh, who is this profile manufacturing. Let me look this up real quick if you don't mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] I'm thinking, uh, I'm looking at HubSpot real quick, um.
[CUSTOMER][NEUTRAL] Just to see if we have gotten it yet. I want.
[CUSTOMER][NEUTRAL] I'm gonna say check group submission just in case it got put in the old place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And if we don't have it yet, it would need to go to um.
[CUSTOMER][NEUTRAL] Broker resources.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it does still show that it's with broker resources, um, so if you don't mind, um, because I won't be able to help her. I don't know what they're waiting on.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Yeah, no worries. If you, yeah, just hang up and I'll, I'll get her over to Bro Resources. No worries. Thank you so much for looking up at that for me.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] Oh yeah. OK. I'm hanging up.
[AGENT][NEUTRAL] OK, thanks, bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII] it's [PII] with uh billing. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have an agent on the phone that was calling about some invoices that her group wasn't receiving, and it turns out because they're in renewal hold. Um, I was told by customer service it's still with you guys. She is under she doesn't understand why because it was back in [PII] and so I was kind of hoping you could help her out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, absolutely. Do you have a group number?
[AGENT][NEUTRAL] OK, I do that would help, wouldn't it? 19953.
[CUSTOMER][NEUTRAL] No worries. OK, let's see. uh, Pro Fab manufacturing and who's who's on the phone? Is that [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is [PII], yes ma'am, and she's been verified.
[CUSTOMER][POSITIVE] OK. Perfect. Thank you so much. I will take care of it.
[AGENT][NEUTRAL] OK, just a mi[PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hey
[AGENT][POSITIVE] I apologize for that hold. I've got [PII] on the phone with Broker Resources and she's gonna help you out with that renewal. We'll get it figured out once the group gets uh the renewal process completed, we can get those invoices generated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you have a great day. Thanks for calling ATL.