AccountId: 011433970860
ContactId: aa036a46-7672-45fc-a388-2d9f8aa75613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 941929 ms
Total Talk Time (AGENT): 217758 ms
Total Talk Time (CUSTOMER): 393243 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/aa036a46-7672-45fc-a388-2d9f8aa75613_20250107T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you. Um, I got a um a broker on the line. Um, he's with group 25003.
[AGENT][NEUTRAL] OK.
[CUSTOMER][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 gonna be receiving the invoice for November, December and January, and he has not received anything. 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.
[AGENT][NEUTRAL] Yeah, it looks like they um were taken out of renewal status and the invoices weren't ordered.
[CUSTOMER][NEUTRAL] Mm, OK, yeah, he said he's been dealing with this and yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No worries, I'll take him. I'm sorry, what was his name?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry. It is Mr. [PII]
[AGENT][NEUTRAL] I'm so sorry it was breaking up. What was that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The agent?
[AGENT][NEUTRAL] Oh, OK. OK. All right.
[CUSTOMER][NEUTRAL] Yes, uh huh, let me give you the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, you're ready for him?
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] You're welcome. Have a good afternoon. Here he comes, OK?
[AGENT][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding. Thank you for holding and being patient for Mr. [PII]. I got Ms. [PII]. She's in the group billing department, and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII].
[CUSTOMER][POSITIVE] Yes ma'am, I'm good.
[AGENT][NEUTRAL] 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 quick.
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEGATIVE] This is not on the phone you'll answer.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] You're not
[CUSTOMER][POSITIVE] We would like that we were.
[AGENT][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
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Your group number was 25003.
[CUSTOMER][NEUTRAL] That would be correct.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I am not seeing that done yet. Oh.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] One more please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] APL, but they're not affected.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] I know all the cell phones.
[AGENT][NEUTRAL] So I saw an email going around about this, and that's how I knew what was going on. Let's see, [PII] was trying to get to the bottom of it for you.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][POSITIVE] I can fix that for you real quick. Just print me 3 invoices and we'll be square.
[AGENT][NEUTRAL] Well, it, it's just they haven't been generated yet because the group was was was in renewal status so they haven't been generated just yet so they have to be requested if it was that easy I promise you I would get that over to you as soon as I could, uh, or right this minute, but let's see, um.
[AGENT][NEGATIVE] It looks like the renewal hold was taken off on the [PII] but no invoices were ordered.
[AGENT][NEUTRAL] Alright, so I need to get with our broker resources and find out um the status of this have you guys completed a renewal?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, probably not. I mean, I don't remember seeing anything on it.
[AGENT][NEUTRAL] Yeah, I'm not, hm.
[AGENT][NEUTRAL] I don't see anything in here.
[CUSTOMER][NEUTRAL] Tell them to quit passing the email around and let's get it done.
[AGENT][NEUTRAL] Oh, yes, sir. That is my intention. It's um
[CUSTOMER][NEGATIVE] I didn't say that. I got Christmas bills I need to pay.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If you just bear with me one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Did [PII] train you today?
[CUSTOMER][NEUTRAL] For your desk to look like hers?
[CUSTOMER][POSITIVE] And you know what I'm laughing because I knew you would say something about it.
[AGENT][NEUTRAL] Alright [PII], give me one second, I'll put you on hold, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in billing. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Uh, I'm OK. I have, uh,
[AGENT][NEUTRAL] An agent on the phone, he's not too happy uh we haven't billed him because in the system it's an under uh renewal status and um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]'s telling me that it's still showing in process, but it's been released and I'm trying to get invoices requested. It's uh 25003.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 25003. Let me pull that up. Hang on one second. [PII].
[CUSTOMER][NEUTRAL] So if it's been released from renewal.
[CUSTOMER][NEUTRAL] Do you know how the invoices get released?
[AGENT][NEUTRAL] Well, I can request it, but she's telling me that it's still showing in process, uh.
[CUSTOMER][NEUTRAL] Is it, I don't hang on.
[CUSTOMER][NEUTRAL] Because it shouldn't be let's see, group renewal reprocess on the agent call to get invoices for an emerging or transfer call to group because I uh hang on.
[CUSTOMER][NEUTRAL] I remember talking to him because was it [PII] hang on someone was supposed to release it from renewal hold. Hang on a second, hold on one second. Give me just a second.
[CUSTOMER][NEUTRAL] Unless something else. OK. OK. OK.
[AGENT][NEUTRAL] Hey, I'm gonna put you on hold. Let me get back to him just real quick.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm just letting you know I'm I'm working with broker resources right now to get everything situated so I can get these invoices for you just one more moment.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hold on one so I'm trying to get out in the folder because somebody told me it was released from renewal hold [PII] caller and then we're working on it, I think on a second.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] motorcycle DBA back up back up there we go OK.
[CUSTOMER][NEUTRAL] OK, sorry, I'm trying to get my email that I got, but somebody said to me and told me, OK, so [PII]. Hi [PII], the renewal hold has been removed. If you have any questions, let me know. That was on [PII] from [PII].
[CUSTOMER][NEUTRAL] No, because [PII] underwriting [PII] came back and said.
[CUSTOMER][NEUTRAL] She sent an email to [PII] said, what I've found is that this is a DER group and should not have been put in a renewal hold. Please work your magic to remove the renewal hold so you're still showing that it's on hold.
[AGENT][NEUTRAL] Well, that's what [PII]'s telling me that it's still showing in process. I honestly I'm still learning and I'm not sure where to see that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK, yeah, I know. I just know there's notes out there that'll that's supposed to say it's listed because I called somebody on this the other day and they said that it was group renewal reprocess that was on that was the old one invoices are not image, OK, um.
[CUSTOMER][NEUTRAL] Can we call him back because I can't do anything about it? OK, OK, um, well, I can't get the invoices released. It's gonna have to be somebody on that side of the fence. So hold on just a second, let me see if [PII].
[AGENT][NEUTRAL] Oh, I have him on the, I have him on hold.
[AGENT][NEUTRAL] I can put in the request to have them generated. It's just, I don't think it can be done until it doesn't show in process anymore.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me, so on your, yeah, I don't know what your size looks like. I just know, let me see, I'm gonna send this email.
[CUSTOMER][NEUTRAL] Hold on, [PII], what's your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm gonna put you on here. I'm gonna put [PII] on here because [PII] is the one that's saying that would be I, I understand the invoices.
[AGENT][NEUTRAL] I think I was asking her who to contact and she's talking to [PII].
[CUSTOMER][NEUTRAL] [PII], oh she's talking to [PII] over here? OK.
[AGENT][NEUTRAL] I guess so.
[CUSTOMER][NEUTRAL] I'll put [PII] on this too.
[AGENT][NEUTRAL] I was just asking her who to contact and she says she's checking with [PII] now.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] I think we're talking on the same thing is that [PII] is this DBA motorcycles?
[CUSTOMER][NEUTRAL] So [PII] and [PII], I have an email from them I already sent out where [PII] said that we shouldn't be putting this in renewal hold and and [PII] said she released it.
[CUSTOMER][NEUTRAL] Because I've got [PII] in customer service, mhm, uh-huh.
[CUSTOMER][NEGATIVE] And I shouldn't have.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Because [PII] went to [PII] and said release it. [PII] sent me things so told me, told me she took it, took it off and then I called customer, OK.
[CUSTOMER][NEUTRAL] Uh-huh, OK, mhm.
[CUSTOMER][NEUTRAL] OK, OK, because I called from customer service. I don't remember who I talked to and they were OK, so, so you.
[CUSTOMER][NEUTRAL] I, I have that email. Do you want me to send that to you guys where they said they released it? OK, OK.
[CUSTOMER][NEUTRAL] DBA motorcycles and he's on the phone on hold with [PII] upset because he's trying to get the bills, the agent [PII].
[AGENT][NEUTRAL] OK, well, now I've got another person involved. [PII] apparently has put in the request to have those invoices.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] That might [PII] might have been the one. OK, so she's saying [PII] has put in a request to request the invoices that might have been who I called the other day and talked to.
[CUSTOMER][NEUTRAL] The mask. OK.
[AGENT][NEUTRAL] Well, I guess at this point, I just need to let him know that they've been requested.
[CUSTOMER][POSITIVE] Yes, yes, that's what I would do. Let him know they've been requested and, um, um, yes, that they should be, they should be sent out at any time because I told him I was gonna get back with him, but I hadn't had a chance to because I thought I actually thought it was resolved. So yes, tell him that we're we tell him it's been requested and they should be going out and, and then tell him that just let him know I'll follow up with him because I'm gonna check it. I've been checking it every day I think if it was done. I forgot to check it this morning, but I'll get back with him, um, and let him know.
[AGENT][NEUTRAL] OK. All right, I'll get with him and let him know.
[CUSTOMER][NEUTRAL] Or if you wanna send him through just let me talk to him.
[AGENT][NEUTRAL] Oh, OK, so when they generate or is that what you're saying that you'll get them to him?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, yes, um, just go ahead and send him through to me and I'll talk to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. All right, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Hey, sir, I've got [PII] with Broker Resources on the phone and she's gonna help you out for the rest of the way, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir.