AccountId: 011433970860
ContactId: a76b1806-6015-4e19-b1e6-37c589bc2211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249289 ms
Total Talk Time (AGENT): 131276 ms
Total Talk Time (CUSTOMER): 67436 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/a76b1806-6015-4e19-b1e6-37c589bc2211_20250211T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I'm with Palmetto Air Solutions. Our group number is 21386.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, and how can I help you?
[CUSTOMER][NEUTRAL] Well, um, I'm supposed to make a payment to you on the [PII], but I haven't seen an invoice yet.
[AGENT][NEUTRAL] 00 dear. OK, let's see here.
[CUSTOMER][NEGATIVE] And I checked online and it says I have no open invoices.
[AGENT][NEUTRAL] All right. Can I get you to confirm your mailing address and phone number, please?
[CUSTOMER][NEUTRAL] Uh, [PII] phone number is [PII].
[AGENT][NEUTRAL] Alright, I've got that information here.
[CUSTOMER][NEUTRAL] R864841200.
[AGENT][NEUTRAL] Let's see what we got as far as invoices go.
[CUSTOMER][NEUTRAL] We just had our renewal on [PII], so maybe you don't have all the information in you yet.
[AGENT][NEUTRAL] That's probably what it is. The renewal has held up that February invoice, so it isn't due yet. um, we do not generate um invoices during a renewal process has have you guys completed that?
[CUSTOMER][NEUTRAL] It should be completed. um I the broker has all the information should have gotten it to you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it's probably see do do do do do.
[AGENT][NEUTRAL] Last thing I see in here is about the dates were changed, uh.
[AGENT][NEUTRAL] Let's see if we've got an invoice that needs to be generated.
[AGENT][NEUTRAL] So once the renewal process is complete and everybody's done.
[AGENT][NEUTRAL] The work necessary for it in our system, we just have to request an invoice to be generated uh let's see here.
[AGENT][NEUTRAL] And I just wanna check to see if it's been.
[AGENT][NEUTRAL] Requested yet.
[AGENT][NEUTRAL] 21386. I do not see that just yet, so they must not be finished with the work that needs to be done in the system for the renewal, whether that's, you know, um, any changes in coverages or something like that maybe adding or taking someone off that maybe decided not to renew, um, but there are no invoices due at this time.
[CUSTOMER][NEUTRAL] Well, we did have some additions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I'll just keep checking online or on.
[AGENT][NEUTRAL] You can do that. Let me check to see one more thing here real quick.
[AGENT][NEUTRAL] I can send an email over to the person that is responsible for your group and ask them to keep an eye out as well as you check in online and see um if they can just send that over to you once it's been generated let's see here.
[AGENT][NEUTRAL] Let me figure out who that is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] If that's gonna be carry so I'll just shoot her an email and let her know to keep an eye out for it and um you could check as well and whenever you see it it's um it should be on there as an open invoice but right now it's not it's not due.
[CUSTOMER][NEUTRAL] OK, and what was your name again please ma'am?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][POSITIVE] [PII] all right, thank you so much for your help and you have a wonderful day.
[AGENT][POSITIVE] No problem. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Thank you so much, [PII]. I hope you have a great day. Thank you for calling APO.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] If, if all our problems are so simple, isn't it?
[AGENT][POSITIVE] Yes, ma'am. I completely agree with that statement.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] Alright, thank you, you have a good one.
[AGENT][POSITIVE] Yes, ma'am. I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.