AccountId: 011433970860
ContactId: 90e598ca-dda8-497e-b63a-40935d325652
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179679 ms
Total Talk Time (AGENT): 111550 ms
Total Talk Time (CUSTOMER): 73728 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/90e598ca-dda8-497e-b63a-40935d325652_20250219T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] Hey [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing all right. How about yourself?
[AGENT][POSITIVE] I'm doing pretty good. Thank you.
[CUSTOMER][NEUTRAL] Good, I have [PII] with group number 16,310.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we've discussed it they're in renewal. She could they couldn't see the invoice for February, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And that's the best, um.
[CUSTOMER][NEUTRAL] I'm gonna stay on the line because she speaks Spanish in case she doesn't understand anything, but they're she's asking questions like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, um,
[CUSTOMER][NEUTRAL] When, how long does renewal take and how can they use the invoice?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, when would they be able to view the invoice? Did they get a notification?
[AGENT][NEUTRAL] Um, so I don't know, I, I won't be able to answer the renewal question. Um, that's something that they would have to, um, get with their broker on, um, it just depends on, you know, when we receive, you know, all of the, I don't, I don't know exactly what all is required during renewal, um, so they would need to get with their broker on that, um, but I mean if I'm not sure what.
[AGENT][NEUTRAL] What invoice questions she might have um they are in the the February renewal so we don't have an invoice right now ready um to look at or anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all right. If you, I mean, I'm just gonna tell her that she can speak with her agent and he, they should be able to kind of give her a timeline maybe or something.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah and if we need to give her the that she should know who her agent is, but you know if we need to give her that information that's um an EMPL that's you know we have one yeah um but yeah their agent should be able to give them any information on their renewal um and then if their agent has any questions then you know broker resources can help them there but um yeah their agent should be able to.
[CUSTOMER][NEUTRAL] One, yeah.
[AGENT][NEUTRAL] Let them know how long that process will take because it it should just be that we're we're needing, you know, their renewal information. I don't I don't know you know what finalizes it but um.
[CUSTOMER][POSITIVE] Gotcha. All right, I can tell her that, especially, you know, she speaks Spanish, so I'm just gonna go back with her and, and tell her that. I appreciate your help.
[AGENT][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no problem, um, and if she's still, you know, she'd rather still talk to somebody, um, then I would maybe try broker resources, um, they, I don't know what information they could get over because I know they normally go over the that with the broker, but you know we might could try there if if you know she still just wanted to talk to somebody.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] All right. I appreciate it, [PII]. I hope you have a good day. You take care. Bye-bye.
[AGENT][POSITIVE] OK, no problem. Thank you, [PII], you too.
[AGENT][NEUTRAL] Bye bye.