AccountId: 011433970860
ContactId: c04dd9c3-06a8-4631-ac07-a7264b13e8c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120980 ms
Total Talk Time (AGENT): 62650 ms
Total Talk Time (CUSTOMER): 42858 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c04dd9c3-06a8-4631-ac07-a7264b13e8c5_20250213T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in billing. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have an agent on the phone and she's trying to find out why her group wasn't receiving invoices and it looks like they're in a renewal, but she has.
[CUSTOMER][NEUTRAL] No knowledge of the renewal. She doesn't, you know, know where it's at. Um, she said it was back in [PII] though, so she's not sure why they're still in renewal hold. Thing is they're not getting invoices because they're in renewal hold. Is this something customer service helps out with or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check and see if I can get her an answer by what I see. It may need to go to proper resources, just depends, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 19953.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, who is this profile manufacturing. Let me look this up real quick if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] I'm thinking, uh, I'm looking at HubSpot real quick. Um,
[AGENT][NEUTRAL] Just to see if we have gotten it yet. I want.
[AGENT][NEUTRAL] I'm gonna say check group submission just in case it got put in the old place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And if we don't have it yet, it would need to go to um broker resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it does still show that it's with broker resources, um, so if you don't mind, um, because I won't be able to help her. I don't know what they're waiting on.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Yeah, no worries. If you, yeah, just hang up and I'll, I'll get her over to Resources. No worries. Thank you so much for looking up at that for me.
[AGENT][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] Oh, yes. OK. I'm hanging up.
[CUSTOMER][NEUTRAL] OK, thanks, bye.
[AGENT][NEUTRAL] OK.