AccountId: 011433970860
ContactId: b1af27bd-0669-4143-a746-698b20544da8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371480 ms
Total Talk Time (AGENT): 135613 ms
Total Talk Time (CUSTOMER): 160569 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b1af27bd-0669-4143-a746-698b20544da8_20250203T19:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Good. How are you? I haven't talked to you in a while.
[CUSTOMER][POSITIVE] I'm uh no, I miss talking to you. Um, I'm good. How are you?
[AGENT][POSITIVE] Good, good. I'm doing good.
[CUSTOMER][NEUTRAL] Well, I have one of the authorized contacts on the for a group on the line. The group number is 17143.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Alright, let me pull that up. Give me just a second here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Good, OK, uh, South Florida Gel Ministries DBA Agape network, OK.
[CUSTOMER][NEUTRAL] Yes, mhm, and I have [PII] on the line. He is one of the authorized contacts in the OSC, but he's calling because he's concerned that the the they didn't have their invoices, and I can see the group is still in renewal, so he's just wanting to make sure that there's not anything, you know, as to why this is still on hold and not completed because he's concerned that employees may be needing to file claims.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, gotcha.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] And not be, you know, able to do that. So.
[AGENT][NEUTRAL] Yeah, and everything is on hold. OK, makes sense. OK.
[CUSTOMER][NEUTRAL] Mm, everything right and he's full. I verified all the group's information with him. His phone number is the same as the group and his extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII] the extension. OK, perfect. Alright, alright.
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am. All right. Are you ready to see today?
[AGENT][POSITIVE] Yeah, I'm ready. Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great afternoon.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] tell me that um you were calling on this group at South Florida Gel Ministries uh regarding their billing statements and things like that. Is that correct?
[CUSTOMER][NEGATIVE] Yeah, yeah, because we're already on February and um first of all I don't want like to get a big bill, um, that's one number two, my main concern is I don't want, I mean, God forbid a client one of our uh employees uses needs to use this and they're not covered because we didn't, there's no payment because um.
[AGENT][NEUTRAL] Yeah. Let me see what's going on.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I and I just was like, you know, we are deducting it from their, from their uh their checks, so that's why I wanna make sure what's what's going on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I'm looking into it. Bear with me just a second here, uh, because it looks like it went through renewal, so I'm just trying to see if it was released from renewal hold or if we were needing anything, so let me see.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Renewal so still processing. Let's completed the invoice should be available. That was on, uh, [PII]. Hang on just a second. Let me get out here real quick, see what we got going on.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Maybe I cuenta bus no the blato.
[CUSTOMER][NEUTRAL] and uh uh uh.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So yes I mean.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] No, no, you know.
[AGENT][NEUTRAL] I'm still looking, so sorry, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] A no.
[AGENT][NEUTRAL] OK, let's see here we go.
[AGENT][NEUTRAL] Yeah, I don't see. Yeah, I need to get with our billing department because I show the renewals it's been sent. It says it's in processing. I don't know if we're holding up on anything from what I'm looking at. It looks like it's in processing, but it hasn't been completed yet. So what's the number I can call you right back? I'll call over to our billing department, a new business and see what's going on, and then give you a call right back.
[CUSTOMER][NEUTRAL] I'm at [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII]. OK, let me check on this real quick and I'll give you a call right back, OK?
[CUSTOMER][NEUTRAL] Do you have an email? I could just, just in case, um, I can just email you the uh so I could type a copy of this uh conversation.
[AGENT][NEUTRAL] Um, yeah, you could, um, if you want to, you can send it to or it goes to our sales folder, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII] [PII]
[CUSTOMER][NEUTRAL] Sales, mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm gonna call over there and I'll call you right back, thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thanks for calling have a great day bye bye.
[CUSTOMER][NEUTRAL] OK.