AccountId: 011433970860
ContactId: cd947f22-6940-42ce-94bc-be6fde4c67fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68139 ms
Total Talk Time (AGENT): 30443 ms
Total Talk Time (CUSTOMER): 48910 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/cd947f22-6940-42ce-94bc-be6fde4c67fa_20241230T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. Can you look at a group with me? I saw that we last billed them for October and the broker's calling, and I just wanted to see if you can give me some details on why we haven't generated anything beyond that. And the group number is 25003.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Motorcycles incorporated.
[AGENT][NEUTRAL] OK, um, let me see, so they're flagged an EMPL as in renewal, um, for 111.
[CUSTOMER][NEUTRAL] For 111. OK, so it's going through the renewal process right now. OK, because I didn't see that on there weird, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't see it in the notes, so that's why I was like, oh, OK, that makes sense, OK.
[AGENT][NEUTRAL] Yeah, um, so we, we might need to follow up on that and just see where we are, um.
[CUSTOMER][POSITIVE] Mhm, OK, yeah, I'll go out here and see what we have on our end to see if we haven't got the renewal information, so that helps me. I sent any notes or it was in renewal hold, but that helps me. That's all I needed to know. So thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, OK. No problem. You're very welcome. OK. You too, bye bye.
[CUSTOMER][POSITIVE] Have a good day. Thanks, bye.