AccountId: 011433970860
ContactId: 0238675e-68af-4f61-9abb-895b70b58f0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 454179 ms
Total Talk Time (AGENT): 151235 ms
Total Talk Time (CUSTOMER): 199580 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/0238675e-68af-4f61-9abb-895b70b58f0e_20250529T19:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in broker Resources. If I give you a group number, can you look and tell me when we receive some premiums on this group?
[AGENT][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Yeah, sure. What's the good number, [PII]?
[CUSTOMER][NEUTRAL] OK, this is an old group. It's group number 3206. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look in order to know.
[CUSTOMER][NEUTRAL] So I'm trying to, OK, OK, you're fine, no problem.
[AGENT][NEUTRAL] No, you go ahead. I'm sorry. I don't know what you mean.
[CUSTOMER][NEUTRAL] I'm just trying, just trying to find out, so this group pays tech fees and the only time we pay tech fees is when we receive premiums. So we didn't pay any tech fees for the month of [PII]. So I'm just trying to verify what month we received the October premiums because that's the month we would have paid tech fees.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] So you don't know the exact month that we received the October premium, correct?
[CUSTOMER][NEUTRAL] Yeah, the October premium.
[AGENT][NEUTRAL] OK, [PII], you said [PII], right? I'm sorry, my brain is not working. Hold on.
[CUSTOMER][NEUTRAL] Mhm. Yeah. You're fine. You're fine.
[AGENT][NEUTRAL] It's been a day, hasn't it?
[AGENT][NEUTRAL] Let's see. It has for me. I don't know. It looks like we received it in.
[CUSTOMER][NEUTRAL] I understand, believe me, sometimes.
[CUSTOMER][NEUTRAL] No, my computer moves slow sometimes and I'm like what is going on?
[AGENT][NEGATIVE] Oh, if there's a cloud in the sky, mine's gonna be like 5 times slower. I don't understand what it is. And my Wi Fi signal is still strong, and it just irritates me to death, irritates me. It looks like we received their October premium that would have been on 0875.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We will receive it in December.
[CUSTOMER][NEUTRAL] OK, December, alrighty, and then I have another group which I'm trying to look up the number. Give me just one second. I'm so sorry because it shows, shows one number, but I think it has a different group number. Hang on just a second here. Oh goodness, my emails, my emails are moving slow. I'm almost there.
[AGENT][NEUTRAL] Sure
[AGENT][POSITIVE] Take your time, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I feel you.
[AGENT][NEUTRAL] OK there you go.
[CUSTOMER][NEUTRAL] Alright, I see additional questions. Let's see.
[CUSTOMER][POSITIVE] I had the spreadsheet open and I closed out of it so I'm like goodness gracious.
[AGENT][POSITIVE] You're good girl.
[CUSTOMER][NEUTRAL] Oh there it is spreadsheet spreadsheet from [PII]. Let's see that that's on it.
[CUSTOMER][NEUTRAL] It's ropes I S D R O P E S. I'm trying to, I think they, I had them under one group number. OK, it looked like it had a different group. OK.
[AGENT][NEUTRAL] I get
[AGENT][NEUTRAL] I can look it up. I see I see.
[AGENT][NEUTRAL] Yeah, 3204 is what I'm showing.
[AGENT][NEUTRAL] In their
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] OK, what month are you looking for for the end?
[CUSTOMER][NEUTRAL] So there's a couple of months on this one, so he's asking about [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] That group still active?
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look I got to look at this in a different way because it's not showing me online. one moment.
[AGENT][NEUTRAL] Well, that's crazy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there may not be anything for for that month because I, OK, what about, what about September?
[AGENT][NEUTRAL] I don't show anything, yeah.
[AGENT][NEUTRAL] I don't even.
[AGENT][NEUTRAL] September.
[AGENT][NEGATIVE] I'm not able to pull up anything for you.
[CUSTOMER][NEUTRAL] I think, I think they haven't.
[CUSTOMER][NEUTRAL] OK, I think it's because they have a different group number hand because the, the old number didn't work for me, so give me just a second. I have an email for some reason and my emails. I'm trying to sort my emails and they're not sorting. It's from I have an email from [PII]. Give me just a second. I'm trying to find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, that's fine.
[AGENT][POSITIVE] No, you're good, you're good.
[AGENT][NEUTRAL] So you have a different route number?
[CUSTOMER][NEUTRAL] Because she pulled the taxi.
[CUSTOMER][NEUTRAL] Yeah, it's for that group it's for that group but I think it's 16 something hang on.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know why my spreadsheet I can't find the spreadsheet I'm looking for.
[CUSTOMER][NEUTRAL] Let's see, that was [PII].
[AGENT][NEUTRAL] Well, here it is. Is it 26673?
[CUSTOMER][NEUTRAL] Yeah, I think that's it.
[AGENT][NEUTRAL] I'm sure. OK, yeah, that's it. 26,670. OK, what I can you know?
[CUSTOMER][NEUTRAL] Um, well, he's asking about August, that wasn't even on our report, but he's asking about August, September, and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hang on a moment, let me see.
[AGENT][NEUTRAL] OK. September was on.
[AGENT][NEUTRAL] So that was received on um [PII].
[CUSTOMER][NEUTRAL] So September was received on [PII], OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah and
[AGENT][NEUTRAL] October was.
[CUSTOMER][NEUTRAL] So if we received it on [PII], did we, would we have posted that like for November?
[CUSTOMER][NEUTRAL] Or I mean October, so the September would have been never mind I answered my own question. September was paid in October, OK.
[AGENT][NEUTRAL] It was October, yeah, they, they actually sent September and like we actually got September and October on [PII].
[CUSTOMER][NEGATIVE] I'm right, yeah, just, yeah, disregard me. I'm I'm, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] No, you're fine, you're fine. Don't you dare to start.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you asked about August as well, right?
[CUSTOMER][NEUTRAL] And he wants to know about August, yeah, August, September, and November.
[AGENT][NEUTRAL] Oh you didn't need October and November. I'm crazy.
[CUSTOMER][NEUTRAL] Which I think the original effective date for well the original effective date for this group number is 9 is [PII], so there wouldn't be anything for August.
[AGENT][NEUTRAL] Uh, so that's not gonna be in August. Yes. I wouldn't see that. I'm going back to look. All right, November we got on, we listed that on, um.
[CUSTOMER][POSITIVE] [PII]. OK, so that was paid in December as well. OK, that is all I needed. Thank you so very much. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. You're welcome. Anytime you have a good afternoon, OK? Thanks, girl. Bye bye.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][POSITIVE] OK. You have a great day. Bye.