AccountId: 011433970860
ContactId: f9e5335e-1af9-48f1-8b02-eafc89223c8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 713359 ms
Total Talk Time (AGENT): 99202 ms
Total Talk Time (CUSTOMER): 109819 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f9e5335e-1af9-48f1-8b02-eafc89223c8e_20250210T17:49_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yes, we have not received our company invoice. Um, the last that we received was back in October and I was just trying to figure out why we weren't receiving them and what I needed to do.
[AGENT][NEUTRAL] OK, I can check and see. Um, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have the group number?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] The group number?
[CUSTOMER][NEUTRAL] Yes, hold on.
[CUSTOMER][NEUTRAL] Well, so let me pull it up.
[AGENT][POSITIVE] And if you don't mind providing me a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, the group number is 17701.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and what is um the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you say you have not been getting the invoices.
[CUSTOMER][NEUTRAL] The last month that we received an invoice for was September.
[AGENT][NEUTRAL] Mhm. I see that one was sent by email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see if we've been sending those um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you mind if I put you on a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm fine how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have a group on the line that, um, she's inquiring about the renewal hold. She said that it's been, you know, on hold for a long time, and she's, she's waiting for the invoice, but there's no invoice because it has not been released from renewal, so she just have questions about why it's still on renewal.
[CUSTOMER][NEUTRAL] OK, what group is this?
[AGENT][NEUTRAL] It's 17701.
[CUSTOMER][NEUTRAL] Let me pull it up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it says the agent is home home office.
[CUSTOMER][NEUTRAL] OK, and who's on the line?
[AGENT][NEUTRAL] I got Miss [PII].
[CUSTOMER][NEUTRAL] O [PII], OK.
[AGENT][NEUTRAL] Mhm. [PII] yeah [PII].
[CUSTOMER][NEUTRAL] OK, go ahead and put her on through.
[AGENT][POSITIVE] OK, thank you, here she comes.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Miss. [PII]. I got [PII] on the line. She's, um, with the broker resources department, and she's gonna explain to you why you're still in renewal hold.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, yes, um, Miss [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah. OK, I got Ms. [PII] on the line. She's in the broker resources and she's gonna explain to you why it's still on renewal hold.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes. OK, hi, um.
[CUSTOMER][NEUTRAL] I can barely hear you. I think that's why we're having some problems getting you transferred over um it looks like we haven't received the renewal packet um let me see what was sent out to the.
[CUSTOMER][NEUTRAL] It would have been sent to you guys probably in July of last year for the renewal.
[CUSTOMER][NEUTRAL] Let me see what we have.
[CUSTOMER][NEUTRAL] OK, so it's actually mailed out in June.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me make sure that everything's renewing as is.
[CUSTOMER][NEUTRAL] Can I put you on hold for just one moment, please?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, um, let me put you on hold for just a moment, OK?
[CUSTOMER][NEUTRAL] And then I think they
[CUSTOMER][NEUTRAL] Well she's
[CUSTOMER][NEGATIVE] An amount and I don't want to print out.
[CUSTOMER][NEUTRAL] Yeah