AccountId: 011433970860
ContactId: 97198d36-a159-47a3-82c3-6bc3e3020e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178410 ms
Total Talk Time (AGENT): 93323 ms
Total Talk Time (CUSTOMER): 73638 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/97198d36-a159-47a3-82c3-6bc3e3020e31_20250109T21:28_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], this is [PII] over in Berker Resources. Can you look at this group with me real quick? I just have a question. It's um let me know when you're ready.
[AGENT][NEUTRAL] Mhm. Sure.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, it's 25003.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me make sure I did not read this wrong that group's been released from renewal hold, correct, because we found out that the group shouldn't have been in renewal hold because this is a specific group. I'm just trying to figure out when the bills are gonna be produced because the agent keeps asking for them and I'm like they're not out there yet. I've been checking.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me look. OK, let me look at the spreadsheet that we have um new business usually puts those in a spreadsheet for us to order. Let me look real quick hold on let me find that spreadsheet, mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] This is for motorcycles and let's see.
[AGENT][NEUTRAL] OK, we've got that one on our spreadsheet. Let me see if it's been ordered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like we ordered that on the [PII], so let me see if it's out there, should be out there by now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We've got
[CUSTOMER][NEUTRAL] We're needing November, December, yeah, January.
[AGENT][NEUTRAL] Yeah, January. OK.
[AGENT][NEUTRAL] November and January are in the OSC. Let me look. There was one that was paid, uh, today. Looks like December was paid today, so let me look. They should be in the, I mean in the in on base. Let me check real quick.
[CUSTOMER][NEUTRAL] Where are they at? Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm a nonba and I'm not seeing them but you double checked me and if
[AGENT][NEGATIVE] Yeah, I don't see them either. I don't know. I didn't think they took. I can, I can download them from online and send them to you. I don't know why sometimes it takes a couple of days after they've been ordered for them to push through on base. I didn't think it took 2 days, but.
[CUSTOMER][NEUTRAL] Can you send them to me?
[CUSTOMER][POSITIVE] Perfect. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can't get to that online, can I?
[AGENT][NEUTRAL] I guess it
[CUSTOMER][NEUTRAL] I don't think I can. I know, I know if you log in into the group. Yeah, I don't think, yeah, if you can send me, he was wanting on November, December, and January is what he was wanting me to send over if you don't mind, if you can just to me, then I'll just send it to him and he'll be happy, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know. I don't think you can.
[AGENT][NEUTRAL] Yeah, I sure can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can.
[AGENT][POSITIVE] Yeah, I can definitely send those over to you. Um, give me just a second and I'll have them sent.
[CUSTOMER][POSITIVE] Perfect. OK. No, you're fine, you're fine. Thank you. Thank you so much. Bye-bye.
[AGENT][POSITIVE] OK. All right. You're welcome. Bye.