AccountId: 011433970860
ContactId: 0d879242-88da-4a55-ab77-13f066279a16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519140 ms
Total Talk Time (AGENT): 257582 ms
Total Talk Time (CUSTOMER): 130392 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0d879242-88da-4a55-ab77-13f066279a16_20250603T16:37_UTC.wav
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[CUSTOMER][NEUTRAL] Is that screen.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm sorry, I have a group admin on the phone. She has set up on the online service center and was able to pay. She said she had to click twice in order for the invoice to go through, and it shows that it was submitted and then all of a sudden it shows that it's open.
[AGENT][NEUTRAL] It's the group number?
[CUSTOMER][NEUTRAL] It is 18766.
[CUSTOMER][NEUTRAL] And it's for Ms. [PII] and I verified their information.
[CUSTOMER][NEUTRAL] And it, when I looked at it initially it looked like it was submitted.
[AGENT][NEUTRAL] It looks like, well, according to, according to um
[AGENT][NEUTRAL] According to this morning, the.
[AGENT][NEGATIVE] Online payment is not working.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] On the payment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] Let me double check that, but I'm pretty sure it's not working.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, I'm wanting to give you an answer before you.
[AGENT][NEUTRAL] Transfer or let her know.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she also had a question on why this the next invoice was doubled or why it was so much.
[AGENT][NEUTRAL] Well, she'd look at the invoice to tell her.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, it's probably because we've issued some new policies or premium differences.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Looks like one person is in here 12345 times.
[CUSTOMER][NEUTRAL] It's saying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's being billed for that premium. Let me pull the invoice up.
[AGENT][NEUTRAL] Um, what was that group number 187?
[CUSTOMER][NEUTRAL] 18766.
[AGENT][NEGATIVE] Jeez
[AGENT][POSITIVE] Just like this car.
[AGENT][NEUTRAL] OK that's policy.
[CUSTOMER][POSITIVE] I'll be so happy when everything works like it's supposed to.
[AGENT][NEUTRAL] Yeah, well.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Alright, so it looks like the policy got lapsed, so we had to bill for February, March, April, May and June.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Canceled policy back in February. OK. He help request policy reactivated with no lapse in coverage and so bill for remaining months.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] Noticed and corrected name and last name is spelling from, OK, I don't care about that part, um.
[AGENT][NEUTRAL] Uh, please do not lapse policy has been advised to keep active, yes, so that's why it's being billed for all that, and they should realize that if they haven't been paying the policy.
[AGENT][NEGATIVE] Um, uh, let me see what the other answer is. This other question. Online payment group makes ACH right is not working correct. OK. I had one this morning to at the error message for making a payment. I said it has has since gone through. I have not heard back from the ticket.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You're on its own it was showing a schedule for yesterday.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I don't know what to tell this lady.
[AGENT][NEUTRAL] I just had one do the same. OK, so apparently, uh, IT has already been put in regarding that.
[AGENT][NEUTRAL] Um, so really the only thing we can do is she can sit and wait and try again, try, try, try again later, or she can make the payment over the phone.
[AGENT][NEUTRAL] Or send in a check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that sucks all right.
[AGENT][NEUTRAL] Um, let me see what else someone else typing.
[AGENT][NEUTRAL] Well, oops she's typing.
[AGENT][NEGATIVE] I'm already not a fan of this online service center.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] much
[AGENT][NEGATIVE] Headache.
[AGENT][NEUTRAL] OK, someone wanted a confirmation numbers. It's an ACH payment. We don't do that, do we? Well if they get an email.
[CUSTOMER][NEUTRAL] Probably have to put it on the error log.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I mean you can tell her to try submitting it again because I mean it's not like it's gonna if it doesn't go through.
[AGENT][NEUTRAL] Then it's I mean it's not gonna hit their bank if it doesn't go through, but um.
[AGENT][NEUTRAL] Yeah, but apparently the issue is still ongoing.
[AGENT][NEUTRAL] Since this morning.
[CUSTOMER][POSITIVE] Yay.
[AGENT][NEUTRAL] Yes
[AGENT][NEGATIVE] You should not have.
[CUSTOMER][NEUTRAL] All right, well, I'll, um, I'll put it in the error log so that someone can call her back.
[AGENT][NEUTRAL] And then you can just call her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or help her.
[AGENT][NEUTRAL] Yeah, that'll be fine and then as far as that invoice it's because that policy was lapsed and got reactivated and got billed for the missing premium.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you, madam.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Oh, she hung up. Never mind.
[AGENT][NEUTRAL] Um, she, she, she probably finally got it to go through and was like, OK, well, I'll just leave them on. Um, I don't know if that's the case, but, um, I'm also, let me look on the other side of this. OK, that's a lot. Wait, no, there's March.
[CUSTOMER][NEUTRAL] Well, sometimes I get the attitude, but it's all good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me go ahead and apply this for you.
[CUSTOMER][NEUTRAL] 76
[AGENT][NEUTRAL] Alright, there's that
[AGENT][NEUTRAL] OK, alright, yeah, uh, if she calls back just let me know or and around the group billing or whatever out they've got to.
[AGENT][NEGATIVE] We, we need to get this stuff fixed cause this is causing a lot of headaches for these groups.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] That's, most of the calls been about if it's not the group, it's agent, and it's brokers, insured, even providers. So it's like, oh Jesus, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know it's yeah, yeah.
[AGENT][NEGATIVE] It doesn't sound like we had enough testing to, to do all of this.
[CUSTOMER][NEUTRAL] I'm over it.
[CUSTOMER][MIXED] Yeah, I got excited for it, but uh.
[AGENT][NEUTRAL] I know, I got excited but then ever since I got in this morning cause I've been off since last since last Thursday. Since I got in this morning, I'm like, oh gosh, I hadn't even been here throughout all this other madness and now the madness just continues.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh absolutely and it's been of course yesterday was kickoff point so it's a lot more calls but it's almost every other call today so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, I've only had like maybe two normal calls non OSC related.
[CUSTOMER][NEUTRAL] Oh well, hopefully they'll fix it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, good luck with that. Well, I, I thank you.
[AGENT][NEUTRAL] I know, you too.
[AGENT][POSITIVE] Alright, no problem.
[CUSTOMER][POSITIVE] Have a great one. Bye.
[AGENT][NEUTRAL] You too. Bye.