AccountId: 011433970860
ContactId: 9b8dc284-2be2-4fe0-9817-a0cb3f8285b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449700 ms
Total Talk Time (AGENT): 130287 ms
Total Talk Time (CUSTOMER): 143786 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9b8dc284-2be2-4fe0-9817-a0cb3f8285b4_20250107T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm an insurance broker.
[CUSTOMER][NEUTRAL] I'm trying to get a uh copy of a client of mine's billing with y'all.
[AGENT][NEUTRAL] Mhm. So you need a copy of the invoice?
[CUSTOMER][NEUTRAL] Well, they renewed 111. I spoke to [PII] and someone else at APL.
[CUSTOMER][NEGATIVE] And when after they renewed, uh, y'all kind of dropped the ball and they couldn't get in to pay their bill, and they were supposed to correct that and get me an invoice for them to pay for November, December and January and I've yet to see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you like the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] 25003
[AGENT][NEUTRAL] 203 and let me have a callback number just in case we get disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And um what is the name of the group?
[CUSTOMER][NEUTRAL] Motorcycles incorporating doing businesses of Honda of Lafayette.
[AGENT][POSITIVE] Thank you. And your email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, Mr. [PII]. All right, let me check the notes and see if they have sent anything. Um, let's see, let me process the touches.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That is OK, voicemail it is.
[AGENT][NEUTRAL] OK, um, yeah, I see a lot of notes about this. OK, let me go ahead and get group bidding department on the line to see what happened to that, um, to those invoices, OK? One moment.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I got a um a broker on the line. Um, he's with group 25003.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, and he's calling because he was told, he said he spoke to um [PII] and he spoke to somebody else and he was told that he was going to be receiving the invoice for November, December and January, and he has not received anything and they were supposed to send these by, I believe, email, and he has not received anything and I, I cannot find those invoices in the system, so I don't know if you can assist him with that.
[CUSTOMER][NEUTRAL] Yeah it looks like they um were taken out of renewal status and the invoices weren't ordered.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, yeah, he said he's been dealing with this and yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No worries, I'll take him. I'm sorry, what was his name?
[AGENT][NEUTRAL] Yeah, I'm sorry there is Mr. [PII]
[CUSTOMER][NEUTRAL] I'm so sorry it was breaking up. What was that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The agent.
[CUSTOMER][NEUTRAL] Oh, OK, OK. All right.
[AGENT][NEUTRAL] Yes, uh-huh. Let me give you the callback number. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] you're ready for him?
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Here he comes, OK?
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, thank you for holding. Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII]. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Let me know.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department how are you? Yes, I'm good. So it looks like the group was in renewal status and we don't invoice during you know renewals but the invoices needed to be ordered. I was just looking as she was transferring the call to see if they have been done. Let's look real.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] This is not on the phone you answer.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Well, I apologize. I was looking in the right place here we go.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] You don't want me to comment on that.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] Your group number was 25003.
[CUSTOMER][POSITIVE] That would be correct. Alright.
[CUSTOMER][NEUTRAL] Alright, I am not seeing that done yet. Oh.
[CUSTOMER][NEUTRAL] One more please.
[CUSTOMER][NEGATIVE] APL, but they're not effective.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] I know the cell phone.
[CUSTOMER][NEUTRAL] So I saw an email going around about this and that's how I knew what was going on. Let's see this.