AccountId: 011433970860
ContactId: c0299cf3-3f4d-4b51-9405-6e7db80b7b4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247110 ms
Total Talk Time (AGENT): 133642 ms
Total Talk Time (CUSTOMER): 87510 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/c0299cf3-3f4d-4b51-9405-6e7db80b7b4a_20250124T22:22_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I am calling on my, um, group. This is for our gap policy, and I'm looking in my system and it seems like my billing comes around the [PII] of the month, but yet I go in to pay this and I just looked at it and it's still not there so I'm like, OK, I don't want to miss this payment so can you check it?
[AGENT][POSITIVE] Yeah, I'd love to take a look at that for you and do you have that group number handy, ma'am?
[CUSTOMER][NEUTRAL] I do. 261-887.
[AGENT][NEUTRAL] 261-87 did I hear that right?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][POSITIVE] Awesome thank you and I'm just gonna verify a little bit of information with you if you don't mind verifying the mailing address for me.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then the phone number on file please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect and then just the email on file is the last thing.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. Um.
[AGENT][NEUTRAL] Would it be a different email?
[CUSTOMER][NEUTRAL] It could be [PII].
[AGENT][POSITIVE] Yes, that is it. Thank you very much. I appreciate that.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's
[AGENT][NEUTRAL] Take a look.
[AGENT][NEUTRAL] At
[CUSTOMER][NEUTRAL] You know, I, I'm looking at my paid invoices and I, you know, I've got September, October, November, December, and now it's January and it's kind of like, OK, today is the [PII] and it's still not here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, let's take a look at that um.
[AGENT][NEUTRAL] Alright, so what I'm seeing on my side is that.
[AGENT][NEUTRAL] It looks like you just went through your renewal period and sometimes those bills can be delayed up to 30 days coming out of renewal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like it has not been they haven't generated your invoice yet for January but once that [PII] does come through and generate everything else will fall back into place um as far as being consistent for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Well, I just don't want it to lapse. That was my concern.
[AGENT][NEGATIVE] Oh, they won't lapse you if they haven't generated the bill yet, absolutely not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I'll just keep checking it, um.
[CUSTOMER][NEUTRAL] Any idea, you know, should I wait a week, 10 days? What do you think?
[AGENT][NEUTRAL] Um, so it looks like the release date from what I'm seeing on your renewal was the end of December, so I imagine I would say if you don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See anything come through on your online portal by [PII] or [PII], give us a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] All right, I'll do that.
[AGENT][POSITIVE] Absolutely yeah but we definitely on our side we won't like lapse you if we haven't generated a bill so you everyone's policies are still marked as active and everything should be fine there because it's we we know that because on our side every time anyone comes out of renewal it does just take a little while to generate.
[CUSTOMER][NEUTRAL] I'll check it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Got it. OK, and what was your name again, please?
[AGENT][NEUTRAL] Oh, yes, my name is [PII]
[AGENT][NEUTRAL] And then the last initial is [PII] for my last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thanks [PII]. I appreciate your help with this.
[AGENT][POSITIVE] Hey, it's my pleasure. I'm really glad I was able to help and if you need anything else please give us a call back and we'll take care of you.
[CUSTOMER][POSITIVE] I sure will. Have a good weekend.
[AGENT][POSITIVE] Thank you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye now.