AccountId: 011433970860
ContactId: d7a1623f-0f12-4e4b-9ad4-8c467f164258
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71699 ms
Total Talk Time (AGENT): 21075 ms
Total Talk Time (CUSTOMER): 55723 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d7a1623f-0f12-4e4b-9ad4-8c467f164258_20250129T23:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at Breaker Broker Resources. Um, I've got um a NAS, um, group, or NAS group, um, group 21254 that the broker is emailing wanting to know if we can because this group's in renewal hold, uh, because they renew [PII] and the group is wanting to pay their February invoice tomorrow and it's asking if it can be released, I guess out online for them to pay it. Does it lock it down? I mean.
[CUSTOMER][NEUTRAL] Can they not pay it online if it's in renewal hold?
[AGENT][NEGATIVE] I have no clue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] You, yeah, it might, you might need uh somebody in billing, uh.
[CUSTOMER][NEUTRAL] I did. They told me to call you guys, um, so that's OK. I'll, I'll wait till everybody's in the office tomorrow because they're wanting, they're wanting to pay it like tomorrow, so I will see what needs to be done, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's either, it's either new business or billing, but customer services.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's kind of what I thought. OK, no worries. I'll figure it out. It's no big deal. I appreciate you trying to help me.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right. Thank you. Have a good day. Bye.
[CUSTOMER][POSITIVE] Thank you, bye-bye. You too, bye-bye.