AccountId: 011433970860
ContactId: 01a105b8-fd22-4487-bdab-30ea4c580326
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419339 ms
Total Talk Time (AGENT): 237489 ms
Total Talk Time (CUSTOMER): 141826 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/01a105b8-fd22-4487-bdab-30ea4c580326_20241230T20:50_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], my name is [PII]. I'm calling from the broker's office on um group number 23003.
[AGENT][NEUTRAL] Let me pull it up, bear with me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 23403 EC Fennel Incorporated.
[CUSTOMER][NEUTRAL] CC 70, yes, correct.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] I got an email from the group earlier today um saying from the administrator saying she's having trouble logging into the APL account as an administrator.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] And and so I emailed [PII] who usually helps me out, but I haven't heard back but then I also heard back the the group emailed me again and then said, can you check to see if APL received payments for the month of November so I don't know if that's an issue.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's see they're active renewal date [PII]. Let's see if there's anything out here.
[AGENT][NEUTRAL] Group has a released from renewal hold so it doesn't look like it, but let me look at one other thing.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] What's the name of the person that's trying to log in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see if this is um.
[AGENT][NEUTRAL] Let's see, so she's trying to log in at the group level?
[CUSTOMER][NEUTRAL] Yeah, she said I'm having trouble logging into the APL account as the administrator.
[AGENT][NEUTRAL] And AC.
[AGENT][NEUTRAL] OK, so let me see, I'm sure may not have an account set up. Let me double check. I'm looking to see who this person is. Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a [PII] and an [PII] that is active on your.
[CUSTOMER][NEUTRAL] Yeah, A [PII] would be it. Her, her last name is changed, so.
[AGENT][NEUTRAL] OK, so we have her username is A [PII]. If she, she's trying to, is she trying to log in with that?
[CUSTOMER][NEUTRAL] I'm not sure, but I will. OK, so is all lower case?
[AGENT][NEUTRAL] Yeah, let me look at one other thing. Yeah, sorry. Yeah, it's a [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yeah, it doesn't look like she's accessed the account since [PII], so she'll probably have to reset her password.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, and so and then they are paid to date then.
[AGENT][NEUTRAL] Um, let me just double check because I think they are, but let me double check. Let's see active with the active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, so it was released from renewal hold on [PII].
[AGENT][NEUTRAL] I do show currently based on what I'm looking at, they're paid through September, so we may, we may have premiums in house that haven't been posted yet because when it's in renewal hold it kind of goes on hold and they won't generate any invoices.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so let me, uh, do you mind holding, let me check with our billing department real quick. OK, hold on just one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the broker resources team. Can you look at this group for me? I've got a broker on the other line, but I just want to ask a question about the billing statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's see, it's 23003.
[AGENT][NEUTRAL] [PII], it shows that they were just released from renewal hold on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm just curious if you know when we, oh wait, do we just issue a bill 12?
[CUSTOMER][NEUTRAL] That's probably the case. Let's see.
[AGENT][NEUTRAL] 12:15.
[CUSTOMER][NEUTRAL] You said when did they get released?
[AGENT][NEUTRAL] So, uh, the note in the system says they were released from renewal hold on [PII]. So I bet that's what this [PII] the bill right here. I think I just didn't look at it. OK.
[AGENT][NEUTRAL] So, do we have any premiums in house like it because it looked to me like they were currently paid through September, we hadn't posted anything beyond October.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me check. I think that's one of mine, so it'd be easy to look at.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Solo, yeah, it's mine. All right, so 2303.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, oh, that's an overdue letter, uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, I guess I don't.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] The way they got this set up has to go all the way down to the bottom to see if we have any money.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] OK, no, I don't see any, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. So the current bill should be online and showing how much they owe for like October, November, and December.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, they all the way through their [PII] billing is in the online service center. It's 12345 bills at the same amount of 224 15, but yeah.
[AGENT][NEUTRAL] It's on the online service center.
[AGENT][NEUTRAL] 2 24 15, 5 bills at 2415, OK, which is taken all the way through [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. And it looks like they do have um the OSC set up so they should be able to get on there.
[AGENT][POSITIVE] OK, perfect. I'll let her know. Mhm, yeah.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, I think, I think she tried to log on but can't get on, but I think maybe she forgot her username, so I'm trying to sort that out as well. So, OK, I just want to make sure the bills were out there, so I appreciate you. Thank you. Mhm.
[CUSTOMER][NEUTRAL] Which, which, um, which person do you have on the phone?
[AGENT][NEUTRAL] It was a Roman.
[CUSTOMER][NEUTRAL] So I have [PII] [PII]
[AGENT][NEUTRAL] Yeah, and I don't think she's logged when I looked at, she hasn't logged in since [PII], so I think she's had a name change and maybe forgot what her username was previously, so that happens.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK. Well, thank you so much. I appreciate it.
[CUSTOMER][POSITIVE] No problem. Glad I could help.
[AGENT][NEUTRAL] Um bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, A, thank you for holding. OK, I spoke with um our billing department and so the bills are online, so the bills that are out there are going to be from October all the way through [PII]. She said there's 5 bills at 224-15, um that are out there that when she logs in, she should be able to see those.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, so, uh, October, November, and December are outstanding, is that OK.
[AGENT][NEUTRAL] Uh-huh, yeah, October, November, and then it was only billed up through the [PII] of [PII] at this point. The other bill past that should be going out pretty soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome OK perfect I'll let her know to look for those then as well.
[AGENT][POSITIVE] All right, no problem. Is there anything else? OK. All right, [PII], you have a great day. Thanks for calling APL. Thanks. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for your help. That was it.
[CUSTOMER][POSITIVE] You too thanks bye.