AccountId: 011433970860
ContactId: b64bd61a-f59d-408b-8c80-881a97e9834b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170919 ms
Total Talk Time (AGENT): 62057 ms
Total Talk Time (CUSTOMER): 99987 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/b64bd61a-f59d-408b-8c80-881a97e9834b_20241230T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the broker resources team. Can you look at this group for me? I've got uh a broker on the other line, but I just want to ask a question about the billing statement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's see, it's 23003.
[CUSTOMER][NEUTRAL] [PII], it shows that they were just released from renewal hold on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm just curious if you know when we oh wait, do we just issue a bill 12?
[AGENT][NEUTRAL] That's probably the case. Let's see.
[CUSTOMER][NEUTRAL] 12:15.
[AGENT][NEUTRAL] You said when did they get released?
[CUSTOMER][NEUTRAL] So, uh, 12 the note in the system says they were released from renewal hold on [PII]. So I bet that's what this [PII] the bill right here. I think I just didn't look at it. OK, so do we have any premiums in house like it because it looked to me like they were currently paid through September but we hadn't posted anything beyond October.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me check. I think that's one of mine, so it'd be easy to look at. Let's see.
[CUSTOMER][POSITIVE] Yay.
[AGENT][NEUTRAL] Solo, yeah, it's mine. All right, so 2303.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do, oh, that's an overdue letter, uh.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I guess I don't.
[AGENT][NEUTRAL] Uh darn.
[AGENT][NEUTRAL] The way they got this set up has to go all the way down to the bottom to see if we have any money.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, no, I don't see any, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK, so the current bill should be online and showing how much they owe for like October, November and December.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, they all the way through their [PII] billing is in the online service center. It's 12345 bills at the same amount of 224 15, but yeah.
[CUSTOMER][NEUTRAL] It's on the online service center.
[CUSTOMER][NEUTRAL] 224 15 5 bills at 2415. OK, it's just taken all the way through October through [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And it looks like they do have um the OSC set up, so they should be able to get on there.
[CUSTOMER][POSITIVE] OK perfect I'll let her know mhm yeah.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Yeah, I think, I think she tried to log on but can't get on but I think maybe she forgot her username so I'm trying to sort that out as well so OK I just wanna make sure the bills were out there so I appreciate you thank you mhm.
[AGENT][NEUTRAL] Which which um which person do you have on the phone?
[CUSTOMER][NEUTRAL] It was a Roman.
[AGENT][NEUTRAL] So I have [PII] is the username.
[CUSTOMER][NEUTRAL] Yeah, and I don't think she's logged when I looked at she hadn't logged in since [PII], so I think she's had a name change and maybe forgot what her username was previously, so that happens.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] OK, well thank you so much I appreciate it.
[AGENT][POSITIVE] No problem. Glad I can help.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye bye.