AccountId: 011433970860
ContactId: 99a5b6ec-b923-4705-8d25-8547a3c70faf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315380 ms
Total Talk Time (AGENT): 105728 ms
Total Talk Time (CUSTOMER): 167480 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/99a5b6ec-b923-4705-8d25-8547a3c70faf_20250430T13:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Attorneys Robinson Piccaro and Mir. Um, I'm calling in reference to we got 6 invoices like around [PII] last night, um, from APL for our, I can guess I can give you our group number, um, it's 237-52.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was just wondering because we used to always evidently it appears we have not paid them in 6 months, um, but we used to always get emails and we also used to get things in the mail like we'd get something in the mail and we'd also get an email and we haven't gotten any so maybe is that why your system is just catching up or something? I don't quite know.
[AGENT][NEUTRAL] Uh, that's strange. OK. Let's see. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, nobody's ever called us to say hey you're missing a payment I mean.
[CUSTOMER][NEUTRAL] I mean, I guess our, our people too didn't notice that we, we didn't notice that hey we're missing a payment either but still it was like 6 months is a long time for you all to go without telling somebody you're past due.
[AGENT][NEUTRAL] Yeah, um, let me verify a few things. Uh, what's the address of the group?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And [PII], what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then your telephone number?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, um, yeah, I don't have access to see the invoices.
[AGENT][NEUTRAL] Um, so let me get you over to our billing department.
[CUSTOMER][NEUTRAL] Because I haven't got any. I went back and searched, yeah, I went back and searched and they stopped so I mean they came to my email, but then we also got them in the mail too, so.
[AGENT][NEUTRAL] OK, um, give me one moment.
[CUSTOMER][NEUTRAL] That's how we would pay by getting our invoices, OK.
[AGENT][NEUTRAL] OK, let me get you over to that department. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got a group on the line that um they're calling because they said they've all of a sudden gotten 6 months' worth of invoices and that they're 6 months past due, so they had questions on that, on why they haven't received an email or mail, um, the invoices.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Group number is 23752.
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] [PII]. I verified the address.
[CUSTOMER][NEUTRAL] All right, it looks like because they just finished the renewal process.
[AGENT][NEUTRAL] OK, so they don't or do they not pay monthly or I guess that's what she was saying that she's not used to getting.
[CUSTOMER][NEUTRAL] When the group, well when the group is in renewal hold, we don't invoice until the renewal process is finished so that's why they just got all of those invoices is because the renewal process just finished.
[AGENT][NEUTRAL] OK, so it takes 6 months for a renewal process, I guess, typically.
[CUSTOMER][NEUTRAL] No, not necessarily or not usually. I don't, I can't answer the question as far as why it took so long.
[CUSTOMER][NEUTRAL] Um, because it was placed on renewal hold back in September, but.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They just finished it, mm let's say Wednesday on Monday, I said I don't, I can't answer the question as to why it took so long. That would be a.
[CUSTOMER][NEUTRAL] Uh, customer service or broker resources question, um, as far as that, that I mean they're technically they're not past due because the renewal process was just finished.
[AGENT][NEUTRAL] OK, so once they pay these invoices going forward they'll be billed monthly, is that right?
[CUSTOMER][NEUTRAL] They'll be billed monthly, yes.
[AGENT][POSITIVE] OK. OK. All right. I will let, I'll let her know. Thank you so much.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're welcome, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], thanks for holding um I found out so it looks like the reason why that you've got all those at once is you were in the renewal process, so there was a renewal hold on the account so you're not really past due um once you satis yeah, once those invoices are satisfied going forward, it'll be back on track for the monthly process of the email and mail.
[CUSTOMER][NEUTRAL] Morning [PII], yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so, OK, so I just wanna make sure that we do get them, yeah, because if we don't then, OK, alright, alright, no problem they just it just took them that long to do the renewal, I guess.
[AGENT][NEUTRAL] It just has to do
[AGENT][POSITIVE] Yes, you do, yeah.
[AGENT][NEUTRAL] Yeah, I guess, I guess the renewal took a little little bit longer than usual and but that's why it was the renewal process, so.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day. Bye.
[CUSTOMER][NEUTRAL] All right bye.