AccountId: 011433970860
ContactId: 03419655-295c-4300-8a09-9ebf5b893a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 875669 ms
Total Talk Time (AGENT): 371893 ms
Total Talk Time (CUSTOMER): 334561 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/03419655-295c-4300-8a09-9ebf5b893a0c_20250505T17:25_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good morning, afternoon, actually, my name is [PII]. I'm calling from Victoria Worldwide Business Connections Group.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] My group number is 80112.
[AGENT][POSITIVE] Yes, sir. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh we, we, we actually got a bill and uh we have a, uh, we saw a change in one of the, um, one of the members.
[CUSTOMER][NEUTRAL] The member says [PII], they changed to 2 in the state to we actually pay 13887 and it went up to 21543. Why, why did that change?
[AGENT][NEUTRAL] OK, let me look into it real quick. One moment.
[AGENT][NEUTRAL] All right. Would you verify your mailing address and phone number for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII]. Uh, we're gonna have to change that address because we, we recently moved to [PII], and my name is [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] In that case I just need to get an email from the um from the company just letting us know so we have some backup to that change and we will be happy to get that changed for you. Would you uh verify the phone number for me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem. to billing to [PII]. That's the email that we have to send.
[AGENT][POSITIVE] Uh, no, sir. I think the best one would be to our [PII] team. It would just be [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, just write that down.
[AGENT][POSITIVE] And that way it can get done quickly.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And could you verify your phone number for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you know the number that we might have on file?
[CUSTOMER][NEUTRAL] That's my, that's my
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, I, I don't have that one down for you. I do have you down as a contact, but I have um.
[AGENT][NEUTRAL] A different number down for your contact number starts with [PII].
[CUSTOMER][NEUTRAL] No, that's the only two that's my personal number or the [PII] which is the, the, the company.
[AGENT][NEUTRAL] Well, we'll definitely need to get that updated too if you wouldn't mind just give us the correct number when you send us that email.
[AGENT][NEUTRAL] OK, let's look into this issue with the person, let's see.
[CUSTOMER][POSITIVE] OK, no problem. Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I apologize, was you say it was [PII]?
[CUSTOMER][NEUTRAL] OK mhm.
[AGENT][NEUTRAL] OK, let's see what this change is about.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't have much for notes here. And you said it was what at one time?
[CUSTOMER][NEUTRAL] It's always since since since we renew and everything it's $138.87 per user.
[AGENT][NEUTRAL] Yes, sir. Oh, yes, sir.
[CUSTOMER][NEUTRAL] And right now, [PII], uh, uh me, which is [PII] and [PII], we're in 13887, but [PII] went up to 215421543. It's like $78 more, but we don't understand why.
[AGENT][NEUTRAL] Yes, I do see that. Let's see here.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So that is so strange. So, hm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] something very quick.
[AGENT][NEUTRAL] It doesn't have a reason, so let me put in a service. Well, it's according to our system it's always been 21543, but I do believe that we spoke before and.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][NEUTRAL] We put in that it was the 13087 and it was the corrected premium was the 13087 but it didn't change. For some reason, I still, I'm still learning how to read a couple of these screens, please forgive me with CPF.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Single parent.
[CUSTOMER][NEUTRAL] Actually, no, hold on one second.
[CUSTOMER][NEUTRAL] 493
[AGENT][NEUTRAL] I have um
[AGENT][NEUTRAL] And [PII] on here I think as a dependent.
[CUSTOMER][NEUTRAL] He's my, yeah, he's my agent.
[CUSTOMER][NEUTRAL] Yeah, he's my agent.
[AGENT][NEUTRAL] 00 goodness, see I told you I apologize. I'm learning how to read these screens and I, I do apologize, looking at the wrong one. Let's see here.
[CUSTOMER][NEUTRAL] OK, but this one went up why? 2 1543?
[AGENT][NEUTRAL] Well, see, the thing is, it, it never went up because it was it's always been 2:15. It was just never.
[AGENT][NEUTRAL] Corrected to the 138 at least on this policy.
[CUSTOMER][NEUTRAL] Yeah, but hold on, hold on one second, uh, I got something here.
[CUSTOMER][NEUTRAL] OK, on April.
[CUSTOMER][NEUTRAL] I see the bill here that was corrected to 13887.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm gonna take a look. It looks like at the beginning of the year, do you guys renew at the beginning of the year?
[CUSTOMER][NEUTRAL] What am I doing?
[AGENT][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Yeah, but the renewal was exactly the same, nothing changed.
[AGENT][NEUTRAL] That's what it was. It changed at renewal. That's what we have to fix that. That's I was saying that um.
[AGENT][NEUTRAL] That's it's never been charged differently than the 215 and so I was trying to figure out at what point it was different so it looks like he had a different policy when you guys renewed a new policy was created so let's see here.
[CUSTOMER][NEUTRAL] OK, I have in here then uh I have in here April March 2 premium period, [PII].
[CUSTOMER][NEUTRAL] [PII] states that we have 215 bills and they have an adjustment of 7658 for 13887.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] For 4 1661.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then in March.
[CUSTOMER][NEGATIVE] We changed it got it got charged again the 78 bucks.
[AGENT][NEUTRAL] Yes sir, that's because it it was never changed in our system. You guys corrected on the invoice and for whatever reason it didn't, it's not changing in our system, so it's just continually billing you at that 2:15 and you guys are just making that adjustment as needed, but um I need to um.
[AGENT][NEUTRAL] I need to get the uh a request over to our customer service to correct this premium and so in the future you guys will not be charged that.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So it's exactly so it's 13887 correct?
[AGENT][NEUTRAL] Um, if, if it should be the same exact policy he had, uh, last year, then I would assume I, um, I just need to make sure of that, so let's see here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so if no changes were made, let me get this over into my uh customer service department and I will get this corrected for you and uh let's see here let me make sure I have.
[CUSTOMER][NEUTRAL] January
[CUSTOMER][NEUTRAL] Yeah, because it was a it was a change because it used to be 12977.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That was the previous year. And then I know it was a change to 138 and 87, but not to 21543, so we have a problem with the with, because they all increase it increase it because if it's an increase of the policy, the all three members will increase, not just one.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] Yes sir, yes sir, um, so it was just that it wasn't like a duplicate for whatever reason it didn't duplicate in our system for the new policy so for the new rate it changed the coverage. So I'm gonna get this um request over to our customer service department to have this corrected for you. Is your email address um [PII] a good email address for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will send over an email as soon as it's done and um next month's invoice should not have it, it should have the correct amount on there so um let's see, we can adjust the [PII].
[CUSTOMER][NEUTRAL] That's what it is mhm that's my email.
[CUSTOMER][NEUTRAL] So I need to make that so so let's see what is the.
[AGENT][POSITIVE] I will do that for you. Don't worry about that. Let's see.
[CUSTOMER][POSITIVE] Correct, but I'm pretty sure I'm gonna have some credits because I already make payments.
[AGENT][NEUTRAL] You've already sent it in?
[CUSTOMER][NEUTRAL] Yeah, it's it's, it's automatically debited so.
[AGENT][NEUTRAL] Alright, let's see what I've got let's see here.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK, yeah, 1 440 was paid to 389 31.
[CUSTOMER][NEUTRAL] 3 931.
[CUSTOMER][NEGATIVE] Yeah, April was wrong.
[AGENT][NEUTRAL] OK, 87.
[CUSTOMER][NEUTRAL] So the payment on on [PII]?
[CUSTOMER][NEUTRAL] Hey what's wrong?
[AGENT][NEUTRAL] Alright, I see that.
[AGENT][NEUTRAL] March, let's take a look.
[AGENT][NEUTRAL] Yes, sir. I have though that we collected the adjusted amount.
[CUSTOMER][NEUTRAL] Hold on one second, hold on one second.
[CUSTOMER][NEUTRAL] OK, hold on a 2nd. 389 31, that was the [PII], and I have, I'm, I, I'm going through the whole thing 389 81. OK, the 3 389 31, that is the old bill payment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was that under a different group number?
[CUSTOMER][NEUTRAL] The new one
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, the group number I have for this one is the 22649.
[AGENT][NEUTRAL] Yeah, let's check that one out. Let's see.
[CUSTOMER][NEUTRAL] And yes indeed, yes indeed it's a different group number.
[AGENT][NEUTRAL] OK, so for March I have you under.
[CUSTOMER][NEUTRAL] Because we, we, we changed and they went to 130.
[AGENT][NEUTRAL] Right, on, on March I have you under 80112 and the amount we collected was 41661 and we did adjust that, uh, premium on each invoice it should have been corrected. I apologize.
[CUSTOMER][NEUTRAL] Mhm go ahead.
[CUSTOMER][POSITIVE] Correct, because we pay in April, yeah, we pay in April, correct.
[CUSTOMER][NEGATIVE] Yeah, we pay in April because we pay at the rest, so we pay in April. I got it, you try to understand. So April, it was completely incorrect.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] All right, let's let me see if there's any credit.
[AGENT][NEUTRAL] Yes sir it's been incorrect all year and a correction has been made each time, uh, an adjustment has been made each time on the invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh let's see I just wanna make sure there's.
[CUSTOMER][MIXED] Correct, but this one was paid 493.
[CUSTOMER][NEUTRAL] This one in April was was paid as as 493 17.
[CUSTOMER][NEUTRAL] 4416, hold on a second, no this is 4:16.
[CUSTOMER][NEUTRAL] Hold on a 2nd, 493.
[CUSTOMER][NEGATIVE] It's like such a mess up this crazy 493 17 plus.
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] No sorry 7666.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 16. OK. 1661. April was April was correct. The payment of April is correct.
[CUSTOMER][NEUTRAL] So so far it's no more payments so May is going to be the next one.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Correct, and I've just adjusted that uh invoice as well, so it should only be the 4 1661.
[CUSTOMER][NEUTRAL] Which is, I'm pretty sure was.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And once I have our customer service department.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, and then.
[CUSTOMER][NEUTRAL] Oh, OK. Please, because the May was made, the payment was.
[AGENT][NEUTRAL] Once I have them adjust this.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] I apologize. There's a little bit of a delay in our call.
[CUSTOMER][POSITIVE] Yeah, no problem, go ahead.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm sorry, it's just, I just tried to let you work on this. OK, go ahead, go ahead, go for it.
[AGENT][NEUTRAL] No, no, it's OK.
[AGENT][NEUTRAL] I was just gonna say that um I've adjusted the May as you can see that now and that um you're um.
[AGENT][NEUTRAL] June invoice should be correct because I'm gonna get this uh request over to customer service to correct it and you won't have to keep adjusting the bill and I'm sorry that it's taken so long to get this corrected.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, perfect, yeah, because the May payment was done already on the [PII], so basically today and was for 4-1661, so it was correct.
[AGENT][POSITIVE] Awesome. Yes, sir. That's exactly what, yes, sir.
[CUSTOMER][POSITIVE] OK, perfect. So the only thing is just I'm just in your end and I'm gonna send the email so we can correct the address and we can correct the phone number as well.
[AGENT][POSITIVE] Yes sir and I will send you an email once that premium is corrected just so you have peace of mind that it's corrected in our system.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Is there anything else? I know that's a lot. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, have a nice one. Yes, I do have a question. Yes, I do have a question. Can I add my assistant so she can call and deal with this because then I have to just kind uh everything.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] This is the thing that she can't solve, no, no me.
[AGENT][NEUTRAL] Yes sir, yes sir, you can ask on that same email where you you're updating your uh address and a phone number just say add her as a contact, but make sure you say leave me on there because we need to have your name just said add her as a contact.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, OK, so is a care team at uh.
[AGENT][NEUTRAL] And that way we can speak with her.
[CUSTOMER][NEUTRAL] It's care team, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] 13. OK. I'm gonna take care of it right away.
[AGENT][POSITIVE] All right, thank you so much. You have a great week. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK, same to you, appreciate it for your help.
[AGENT][POSITIVE] Thank you. Yes, sir. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.