AccountId: 011433970860
ContactId: 1183d2c2-2d65-44c4-bf32-41ea2b10bd5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 906059 ms
Total Talk Time (AGENT): 249220 ms
Total Talk Time (CUSTOMER): 322151 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1183d2c2-2d65-44c4-bf32-41ea2b10bd5c_20250226T20:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Mola, this is [PII] over in uh Broker Resources. I've got [PII]. He's one of our, um, brokers on the phone calling about [PII]'s welding and fabrication. I guess it's really upset. Um, I guess their premiums are kind of messed up because we reinstated them and everything that he's wanting to talk to someone that can verify what we have received premium wise and what's outstanding. Can you help us?
[AGENT][NEUTRAL] What's that group number, dear?
[CUSTOMER][NEUTRAL] It is 24,600.
[AGENT][NEUTRAL] Just one moment, let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] You said you have [PII] on the phone?
[CUSTOMER][NEUTRAL] Yeah, he goes, his name is [PII], but he goes by [PII], his middle name. He's the agent on record for the group.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Gonna pull him on the phone if you're ready.
[AGENT][NEUTRAL] What is um [PII]'s um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] A good call back number just in case.
[CUSTOMER][NEUTRAL] Uh, the number I have is [PII].
[AGENT][NEUTRAL] OK, and he's wanting to know what they're they're due for?
[CUSTOMER][NEUTRAL] And he's, he wants to know what's what's outstanding because the group's saying they sent money to us, but we don't have it apparently, and he just wants to know specifically what we have received and what we have not received, uh, because back in January they said they sent payments but we haven't seen it. I think we've only gotten the October payment so if we have anything else in house, he just wants to confirm, uh, where we're at with the premiums because the owner's upset the owner of the company is upset.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, just one second.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Yes ma'am. Hi, I've got Meet on the phone from our billing department and she's gonna go through this with you and let you know what's been received and what's outstanding, OK? Great, thank you. Have a good day thank you thank you bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Group Billing. Um, Christy's, I'm doing fine, [PII], um, and a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, and [PII] said that you are calling about the outstanding invoices for group 24,600.
[CUSTOMER][NEUTRAL] Yes, correct, should be Tony's welding and fabrication.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking to see because she said that they had sent premium.
[AGENT][NEUTRAL] Let me see what happened.
[AGENT][NEUTRAL] OK, they did send the check that paid the September.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] They did I'm, I'm looking to see September.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, they reinstated.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] They are doing for.
[AGENT][NEUTRAL] November
[AGENT][NEUTRAL] December, January, February and March.
[CUSTOMER][NEGATIVE] Well, I was told by the owner that he sent checks for November December at the end of January, so you've not received those?
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] I do apologize. I've got to search this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm, I'm still looking and I do apologize. I wanna make sure that I get everything now.
[CUSTOMER][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said at the end of January?
[CUSTOMER][NEUTRAL] That's what I was told. I was actually with the, actually I talked to him on the phone, but I was with him the following week.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] [PII], can you do me a, uh, do something for me? Can you see?
[AGENT][NEUTRAL] If the check cleared.
[AGENT][NEUTRAL] And let me know where they sent it to.
[AGENT][NEUTRAL] So I can investigate it further.
[AGENT][NEUTRAL] And see
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not seeing it at this moment.
[AGENT][NEUTRAL] Um, and I've checked every avenue that I know right now, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I mean, and I'll be honest with you again, I'm not trying to make an excuse for this guy, but he's been doing everything himself, uh, he and his wife divorced and their divorce was final.
[CUSTOMER][NEUTRAL] Um, June of this year, but his wife, who took care of all of this side of the business, stopped working in January or I think [PII] or I know [PII] of [PII].
[CUSTOMER][NEUTRAL] Last year, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He's been trying to handle everything and he's obviously he's not doing a very good job. I've tried to, I mean I've offered to freaking pay the thing. Just give me the checking account numbers and I'll do it for you online. I don't care. Just get it done.
[AGENT][NEUTRAL] Right, now.
[CUSTOMER][NEUTRAL] Uh, the thing that's frustrating to me is we're not, you know, everything else they've got, you know, they've got health insurance and they've got, um, disability life insurance with two different carriers. Those are set up on ACH. We don't have a problem with those. That's just this one. And they even sent me the ability for him to set up an ACH, which he told me he was gonna go to the bank. I was with him on the [PII], I think it was.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And he said he was gonna go to the bank that day and set that up so what I hear you saying is you've got 0 money.
[AGENT][NEUTRAL] Um, the last thing I am actually seeing is we've got something in.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] In October.
[AGENT][NEGATIVE] And that was the premium that they had to pay to get reinstated.
[CUSTOMER][NEUTRAL] For prior for September and October, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right. Well, I'm what, I, I'm just gonna have him, uh, well, the, the thing that's got me on pins and needles right now.
[AGENT][NEUTRAL] He can pay it online.
[CUSTOMER][NEUTRAL] Yeah, I know, but he's not, he's not always in the office, so I, I, I got it. I mean, and I know he's actually registered now because I've seen it.
[CUSTOMER][NEGATIVE] So, um, I don't know what to do, but the, the problem I've got right now is that, you know, one of his employees just had a baby at the end of January, so I, I can't just say screw it, [PII], forget about it because I'm gonna have to get that covered.
[CUSTOMER][NEGATIVE] Um, so that's why I'm pissed off because it puts me in a bad spot with the employee.
[AGENT][POSITIVE] I understand that and I do apologize and, well.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Not your fault. It's not just what it is.
[AGENT][NEUTRAL] I mean, I know I had talked to him to get him set up online.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] All right, let's, I have talked to him.
[CUSTOMER][NEUTRAL] You did.
[CUSTOMER][POSITIVE] God bless it.
[AGENT][NEUTRAL] And but that was.
[AGENT][NEUTRAL] Or when they were trying to get caught up and everything and he had, or I would talk to you, let's see.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Of January.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Trying to get this uh taken care of. And I think that's whenever I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We had that conversation about that, that he could pay online.
[AGENT][NEUTRAL] And he is set up.
[AGENT][NEUTRAL] So I mean and he can also add a user on there, [PII].
[AGENT][NEUTRAL] To have somebody else who can go on there and, and so forth.
[AGENT][NEUTRAL] So, you know, if he couldn't do it, somebody, you know, somebody in his office could do it.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Does that make
[AGENT][NEUTRAL] Does that help?
[CUSTOMER][NEUTRAL] Uh, yeah, I, well, he doesn't have anybody right now. He's in the process of trying to find somebody to take. He, he wanted to run the front of the office for a year because he'd been away from it for several years because his wife was taking care of us. He wanted to know exactly what went on. He told his CPA that that's what he wanted to do. Well, it's been a year in January, so you know.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know they're down to a couple candidates, but you know there's still gonna be a learning curve there and I want this cleaned up before that person comes in anyhow so um.
[AGENT][POSITIVE] Yeah, I understand that. I do understand that.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] The best thing for me, the best thing for me to do is.
[CUSTOMER][NEGATIVE] You know, just say, look, I'm gonna pay it for you every month. I don't, you know, uh, we've been screwing around with this for weeks. I mean, it cost me, I mean this is being selfish now it costs me time.
[CUSTOMER][NEGATIVE] Because it's 40 minutes to his shop from where I live, so you know, and I have other business over there, but I mean still when we've got an emergency like this, it's 40 minute drive over there plus the time it takes plus the headache and the hassle and it's not like this is the first time we've been through this as you can probably see from the notes so um I'm really getting tired of it quite honestly I'm real close to telling to find another broker because.
[AGENT][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Uh, if he hadn't been through what he went through with his wife, I would have told him that before now, and I'm trying to help get this squared away because we get this piece squared away we'll be OK, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, it is what it is, so.
[AGENT][NEUTRAL] I'm sorry, I couldn't, uh, like I said, if you can.
[AGENT][NEUTRAL] Find out exactly when the check, give me the check number?
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] Give me what and, and if it cleared the account.
[AGENT][NEUTRAL] And where he sent it.
[AGENT][NEUTRAL] So those 3 things I can work off of.
[CUSTOMER][NEUTRAL] Right, I know.
[AGENT][NEUTRAL] But I need to know that tomorrow.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] So we can get that taken care of.
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][POSITIVE] All right, [PII], is there anything else that I can help you with? All right, well, thank you for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] All right, bye bye.