AccountId: 011433970860
ContactId: c7a4d2bc-ce9f-4a86-9f6b-dbff37cbfa9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392880 ms
Total Talk Time (AGENT): 136578 ms
Total Talk Time (CUSTOMER): 116334 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/c7a4d2bc-ce9f-4a86-9f6b-dbff37cbfa9b_20250610T20:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi. Uh.
[CUSTOMER][NEUTRAL] I have some question about the name for a group.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, and um what is the number you're calling from the [PII] a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] And what's the group number um that you're calling about?
[CUSTOMER][NEUTRAL] The group number is 26,530.
[AGENT][NEUTRAL] Alright and uh could you verify the address that we have on file for the group?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what um questions did you have?
[CUSTOMER][NEUTRAL] OK, so to, so our last invoice is for the May and we just delayed to, like terminate two people from our account. So we want to know, uh, could we get the, the invoice? Like when is the next, next time billing?
[AGENT][NEUTRAL] Oh yeah, let me see.
[CUSTOMER][NEUTRAL] The due date for the billing?
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] 2530.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, uh, let me see, I think your group is in renewal.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, yeah, your group is currently um in a renewal status um so when you're that means like whenever like um maybe an agent or your broker contacted you to go over like um renewing your plan for the next year um so while you're going through that process we don't invoice you because your rates usually change and stuff like that um did you know that you're in a uh that your group is in renewal right now?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, we just got a new like Florida blue start on joint.
[CUSTOMER][NEUTRAL] So right now we don't have any invoice, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the new join?
[AGENT][NEUTRAL] Yeah, um, let me check and see.
[AGENT][NEUTRAL] Give me one second, let me check with um.
[CUSTOMER][NEUTRAL] Yeah, because we, OK.
[AGENT][NEUTRAL] Let me check and see um when your group will be out of renewal um let me grab someone from our um sales department and they'll be able to help me with that do you mind if I just place you on a brief hold?
[CUSTOMER][POSITIVE] Yeah, yeah, sure. Thank you.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in billing. How are you?
[CUSTOMER][POSITIVE] Good good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have a group that is calling asking about their renewal. Um, is that something is that what is that you guys or is that like sales or new business? OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, that's.
[CUSTOMER][NEUTRAL] That's, yeah, do you have a group number?
[AGENT][NEUTRAL] Um, yeah, it's 26,530.
[CUSTOMER][NEUTRAL] Let's see, C1 International.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, give me just one second, let me get to another screen real quick.
[AGENT][NEUTRAL] Because they said that their broker came and like did the paperwork or something with them but they're still in renewal so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Yeah, let me just see if we've got it in the system real quick before I let you go. Give me just one second. 1 2nd international.
[CUSTOMER][NEUTRAL] Oh, there it is.
[CUSTOMER][NEUTRAL] OK, I'll take it. Who's on the phone? Is it? Do you know the name?
[AGENT][NEUTRAL] Oh, is she out?
[CUSTOMER][POSITIVE] So she, OK, OK, perfect. Yeah, I will take it. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And they're already OK, no problem, and they're already verified and everything and the callback number is the one that's on the screen.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, is she out? Are you still there?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, I have [PII] um in our broker resources department who's gonna be able to assist you further with the renewal, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hi this is [PII]. I'm looking at the account.