AccountId: 011433970860
ContactId: ed6c8d12-69ab-4d06-8f0f-bebd72dc7134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390149 ms
Total Talk Time (AGENT): 112834 ms
Total Talk Time (CUSTOMER): 122852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ed6c8d12-69ab-4d06-8f0f-bebd72dc7134_20250129T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling for the Alabama Theater in um [PII]. I can give you our number, but I think that um our policy wasn't reinstated back in December.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and, uh, I just wondered what we were doing about it. If I give you the group number, can you tell me that?
[AGENT][NEUTRAL] Yeah, let's take a look at the group [PII] what's the group number?
[CUSTOMER][NEUTRAL] 24562.
[AGENT][NEUTRAL] Let me pull that up here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then if you could just verify with me that the um address for the group and then what email and phone number we should have on file.
[CUSTOMER][NEUTRAL] Yeah, the address is [PII]. And what was the other thing you wanted? Oh, it should [PII] and phone number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK, let's see.
[AGENT][NEUTRAL] So it looks like the group status is still active. It does show in renewal holding.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you know that were you guys continuing on with us or no?
[CUSTOMER][NEUTRAL] Um, I, I hadn't actually checked with the we don't have very many people on it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know how they felt about it and one of the those people isn't available this week.
[CUSTOMER][NEUTRAL] So I didn't know what he wanted to do but they haven't had for December and January correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me look at the billing and look at the invoices here, see what the last invoice we received here.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the phone that he just gave back?
[CUSTOMER][NEUTRAL] to my
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so it looks like the last invoice we received a payment was for [PII] that I see, yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I put
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] It's the ones that um.
[CUSTOMER][NEUTRAL] Those are the ones out of this room that he just gave back.
[CUSTOMER][NEUTRAL] Do
[AGENT][POSITIVE] Yeah, so if you guys were wanting to probably keep this, let's see outstanding invoice.
[CUSTOMER][NEUTRAL] you put it in the the front office.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So you're just kind of needing to know Deb like what would need to be paid to get caught up on it if you guys wanted to keep it.
[CUSTOMER][NEUTRAL] Yeah, well, I, I assume that since we haven't had the coverage since that we could with that they just have to start up again, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Believe so. I was trying to see if I could find any.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I don't agent, uh, renewed it is what.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But let me get with them and uh you know, I'll, uh, hm.
[AGENT][NEUTRAL] Yeah, because I don't like I said the last bill date that I see invoice was paid was for November, so it'd have to be.
[AGENT][NEUTRAL] Um, I'd have to get you over to somebody to see what it would be to continue it on if you guys wanted to do that.
[CUSTOMER][NEUTRAL] If they wanted to renew it they.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Reapply.
[CUSTOMER][NEUTRAL] Oh, OK, I, I tell you what, let me, uh, let me, let me talk to the people here and see how they feel.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh then I'll get back with somebody.
[AGENT][POSITIVE] OK then I will just notate our conversation that you had called about this today and yeah definitely call us back if you need any further help.
[CUSTOMER][POSITIVE] OK, thanks for your help. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.