AccountId: 011433970860
ContactId: a9da14bf-02f1-42da-af8e-1b0c16aad646
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352809 ms
Total Talk Time (AGENT): 180126 ms
Total Talk Time (CUSTOMER): 120007 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a9da14bf-02f1-42da-af8e-1b0c16aad646_20250203T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm Broker Resources. Um, I have a broker on the other line. I wasn't gonna transfer him through. He just wants to know if we've received the January premium for these two groups. Can you look and see if we received the premiums?
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 18735.
[CUSTOMER][NEUTRAL] Home Comfort Enterprise.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Last payment we get.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Why did it not feel for January?
[CUSTOMER][NEUTRAL] Uh resident renewal.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think so. Maybe well, maybe it is renewal hold. OK, OK, so we're just still in renewal hold, but that's weird because it's OK. I it.
[AGENT][NEUTRAL] Yeah, it was.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] No, the
[CUSTOMER][NEUTRAL] Because it says it's active as of [PII], so I thought maybe it was taken off it.
[AGENT][NEUTRAL] Um, well, that, that's where I'm kind of running into an issue because if it's put on renewal hold, no invoices should be generating, but a February invoice was generated, so it didn't generate a January invoice so.
[CUSTOMER][NEUTRAL] I know it was really.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says, uh, says it was released from renewal on [PII]. OK, I see that now. OK.
[AGENT][NEUTRAL] Yeah, so, um,
[AGENT][NEGATIVE] This is customer service needs to request to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Bill for January. Yeah, uh, call very said that if I do it, blah blah blah. Insur blah blah blah they the address blah blah blah. OK, that's not what I'm looking for. Cat renewal is still on hold as the new insured on later.
[CUSTOMER][NEUTRAL] A bill to go for it. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, it looks like it was released from.
[CUSTOMER][NEUTRAL] Yeah, on [PII], OK, uh-huh.
[AGENT][NEUTRAL] Hold on the [PII], um, and the only thing that I can say, uh, assume is actually I can go and look to see if it's actually been done.
[AGENT][NEUTRAL] Um, let's see, where do I need to go.
[CUSTOMER][NEUTRAL] Prob I wonder if that's gonna be the problem with this other group he's got.
[AGENT][NEUTRAL] Where is
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] 187.
[AGENT][NEUTRAL] 8735.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Says it was the January was generated on the [PII], but I'm not seeing it um so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh da da da da da, hang on.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Yeah, I'm not seeing that, so that needs to be.
[AGENT][NEUTRAL] What needs to take a look at that because she's the one that generates those invoices or supposed to let me see whose names on that or if there is a name on it.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] 18735 request [PII] requested it.
[AGENT][NEUTRAL] 18735 porting.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Alright, well that's gonna have to look at that one. What's the other group number?
[CUSTOMER][NEGATIVE] The other one is 18823 for elite service providers. Looks like it was released from renewal hold on [PII]. So I do see a bill out here during our regular billing process, we discovered the following bill is outstanding. Well, that was December.
[AGENT][NEUTRAL] Um, yeah, January and February have been generated. The last payment we got was for December and it was received or processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that was for the December payment. So we're still needing the January payment and that bill has been in February was sent out. OK. And what date was that sent out? [PII]? Is that what that was, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] January and February, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, the December was received on [PII]. Let me look to see.
[CUSTOMER][NEUTRAL] OK, got you. So February.
[AGENT][NEUTRAL] When that invoice was generated.
[CUSTOMER][NEUTRAL] I see one on [PII]. I was just looking to see what's going.
[AGENT][NEUTRAL] January was generated on [PII], so it went out on its regular scheduled time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and then February when I see it's out here it looks like you're on the [PII]. OK, OK, so we're going to follow up you're following up with Male on the [PII], um, about, um, getting the bill generated because it didn't generate for some reason and this one has generated but we haven't received the January, um, or February premium. OK, that's all I needed thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][NEUTRAL] Alright, you too, bye.