AccountId: 011433970860
ContactId: 13e8b91d-f329-471d-95c0-cd2efebf5a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1102989 ms
Total Talk Time (AGENT): 329800 ms
Total Talk Time (CUSTOMER): 472853 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/13e8b91d-f329-471d-95c0-cd2efebf5a5f_20250227T16:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII]. I've got um Miss [PII] on the phone. She's with a group number 222-08. She's calling from area code [PII].
[CUSTOMER][NEUTRAL] I've verified her and she's calling because she has issues with her invoices.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] Take care have a good day bye bye.
[AGENT][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes hi [PII], um, I'm calling um to see if I can clarify some issues with my billing. I've had some emails um in regards to it.
[CUSTOMER][NEUTRAL] Um, do you need my group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got that pulled up.
[CUSTOMER][NEUTRAL] OK, uh, so I received an email from, uh, a [PII] from agency concierge. I'm not sure who that is, um, and she said that we are past due for December, January and February bills.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] However, um, I received another email from an Amber Mayfield customer service stating that you are in receipt of the [PII] checks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I believe hold on the January, hold on, let me see if this check number matches.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, she says December.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And she does not mention January, however, January was mailed out on.
[CUSTOMER][NEUTRAL] 127.
[AGENT][NEUTRAL] Um, it looks like for December, let me.
[AGENT][NEUTRAL] it all up and see what the notes say.
[AGENT][NEUTRAL] Um, it looks like we're still, for December, we're still missing one check.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yes, an employer portion, a small check, yes, that's, that's accurate. Uh-huh.
[AGENT][NEUTRAL] Uh-huh. Mhm.
[AGENT][NEUTRAL] And then for January.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There's one check.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] This second.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Um computer.
[AGENT][NEUTRAL] OK, so for December and January we're still missing a check each and it looks like we just got.
[AGENT][NEUTRAL] The first check of the February so for December and January, yes, we're still missing one check each for those months. So yeah, the invoices would still be considered outstanding.
[CUSTOMER][NEUTRAL] OK, um, can I confirm that you received for January the 2 large amount checks? They were probably hold on, let me try to open it up here. I have a copy of the checks.
[CUSTOMER][NEUTRAL] Uh, this is February. Hold on.
[CUSTOMER][NEUTRAL] Uh, January it would be a check for 9:25-57.
[AGENT][POSITIVE] Yes ma'am, I have that one.
[CUSTOMER][NEUTRAL] OK, and then I have another one.
[CUSTOMER][NEUTRAL] January 8, 8798.
[AGENT][NEUTRAL] No, ma'am, we don't have that one for January.
[AGENT][NEUTRAL] The, the other one for January that we have is 969-54.
[CUSTOMER][NEUTRAL] 96954.
[AGENT][NEUTRAL] And it's dated [PII].
[CUSTOMER][NEUTRAL] Oh, that's my February check. Hold on, let me see.
[CUSTOMER][NEUTRAL] 96954. OK, that's my February, so you have February, the first one of February.
[CUSTOMER][NEUTRAL] Uh, OK, so then we have a missing check of 887-89 that was mailed out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, do you have the check number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] 9229987
[AGENT][NEUTRAL] 9229987.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, hang on one second, let me.
[AGENT][NEUTRAL] Do this real quick.
[AGENT][POSITIVE] Well, come on, fingers and brain, let's work together today.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] Come on computer, stop being slow.
[AGENT][NEUTRAL] Alright, so with December, the ones that.
[AGENT][NEUTRAL] have been logged in as December payment. I have check number 9175284.
[AGENT][NEUTRAL] In the amount of 884-84.
[CUSTOMER][NEUTRAL] 917.
[AGENT][NEUTRAL] 5284.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK, yep, checked off. OK.
[AGENT][NEUTRAL] And then the other one that we have logged in for December is check number 814-8771.
[CUSTOMER][NEUTRAL] A number 81.
[AGENT][NEUTRAL] For 884-84.
[CUSTOMER][NEUTRAL] OK, hold on, I'm trying to just uh.
[CUSTOMER][NEUTRAL] Go through a few files here so I can see, hold on.
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Uh, what was the second check number?
[AGENT][NEUTRAL] Um, 814-877-71.
[CUSTOMER][NEUTRAL] 814.
[CUSTOMER][NEUTRAL] 8771 and what's the amount on that check number that has to be a small amount.
[AGENT][NEUTRAL] 88484.
[AGENT][NEUTRAL] Um, OK, uh, that's, no, it's 914-79148771.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, that makes sense. OK, that's what I have here in front.
[AGENT][POSITIVE] That was a type I'm sorry.
[CUSTOMER][NEUTRAL] OK, so that's the 2 checks in December.
[AGENT][NEUTRAL] For that we have logged in for December.
[CUSTOMER][NEUTRAL] OK, so December is good and then I'm just missing my small employer portion for December. I, I admit that OK and then for January.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah, the ones we have logged in for January, I've got check number 9203164 for 925-57.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then the other one that we have logged in for January is 9255715 for 96954.
[CUSTOMER][NEUTRAL] Hm, OK, so I, I'm missing a check. I'm missing um the actual January check. I know you guys are logging it in for January, but that one doesn't actually pertain to January. Uh, the one you guys have pertains to February.
[AGENT][NEUTRAL] OK, and then the other one that we have logged in for February is one that was just received a day or two ago and it's 9283059.
[CUSTOMER][NEUTRAL] I have a January.
[CUSTOMER][NEUTRAL] Let me see February.
[CUSTOMER][NEUTRAL] 928.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] OK, you said 9283059?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's the that is the [PII].
[CUSTOMER][NEUTRAL] Uh, OK, so what I'm missing is 9229987.
[AGENT][NEUTRAL] We don't have that one.
[CUSTOMER][NEUTRAL] For 887.98.
[CUSTOMER][NEUTRAL] Now, the only thing I can think of is I received an email from you guys uh requesting to update your address from the [PII] location to the [PII] and that happened after.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mailed the check out. I updated it on the [PII], and this check was mailed out on the [PII].
[CUSTOMER][NEUTRAL] So would there be another location that you guys are holding checks if it went to the old location?
[AGENT][NEUTRAL] Um, that check that was sent to the [PII].
[AGENT][NEUTRAL] It may be forwarded to the [PII], but it also may be sent back to you. Um, I don't know for sure. I can't say if they'll forward it to the correct address or not or if they'll just send it back to you. Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that one I
[AGENT][NEUTRAL] I don't know which way the mail service will do.
[CUSTOMER][NEUTRAL] OK, all right, so more than likely that one is gonna come back somehow.
[AGENT][NEUTRAL] I mean, and it, like I said, it may, it may be that [PII] forwards it to the [PII], I just, I just can't say for sure yes or yes or no.
[CUSTOMER][NEUTRAL] OK, alright, so then my next question is gonna be what can I, so on the website um all these invoices are open because you say you're waiting for my employer portion um can I request so I have my accounting department cutting out the checks for the employer portion for December, January and February.
[CUSTOMER][POSITIVE] Can I get an extension so you guys, uh, so I can just buy some time for you guys to receive the checks we'll be sending it overnight FedEx.
[AGENT][NEUTRAL] Um, yeah, I can put um a note on the, on the group and also, um, send it to, uh, the processor, um, and my supervisor just to let them know that y'all are overnighting the missing checks for December and January.
[CUSTOMER][NEUTRAL] OK, and then my missing January checks since these are agent, these are agency checks so it comes right out of our payroll. I have to wait until this 887 check comes back.
[CUSTOMER][NEUTRAL] Because it already came out of the employees, uh, you know, paychecks.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] I need to see when we get that check back if it's gonna be mailed back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the only problem I have right now. Um, however, I will be sending the employer portion of all three months.
[CUSTOMER][NEUTRAL] Today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, the deadline on the email said uh I'm sure you could see it in your system it said tomorrow is the deadline if not it would be terminated so can I get uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A few extra days so you guys can receive it, process it and close out some of these invoices for us.
[AGENT][NEUTRAL] Yeah, like I said I'll send I'll send um an email over to the processor and to my supervisor letting them know um that y'all are overnighting those checks and that um we should be able to close out those or we should be able to process some of these open invoices in the next few days.
[CUSTOMER][NEUTRAL] OK, alright, um, so, OK, that sounds great. Will I get an email as well and then I can send you guys the tracking number as well on it, so, so you all know what's going on.
[AGENT][NEUTRAL] Um, you can
[AGENT][NEUTRAL] [PII] is actually your processor, um, so you can shoot her an email back also letting her know um that you're overnighting the checks and just give them, give us a few more days um to receive them in the mail um and then she'll document it on her end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and who's [PII] agency concierge with some other company and now I can't see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if they imaged that email.
[CUSTOMER][NEUTRAL] Agency agent [PII] that's who gave me this deadline of tomorrow.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Trying to see if that's one of our new people.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you said the last name is [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh, oh, OK. She's with the, uh, the agent broker's office.
[AGENT][NEUTRAL] With who who y'all signed up through she she's with them.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, OK, so I'll reach back out to [PII]. I'll let her know I spoke with you. What was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], do you have a last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll just email her and then that'll match your notes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then will, will [PII] let me know that I have enough days?
[CUSTOMER][NEUTRAL] And we won't get canceled or?
[AGENT][NEUTRAL] Like I said, she'll just document it on her end like we would, we would still have to physically go in and lapse the group it's not something that would happen like automatically so with you emailing her, um, we'll both let the super of the supervisor who would be doing that we'll let her know that we're giving the group a couple extra days so we can get the overnighted checks in and get the stuff processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK alright perfect yeah I I just don't wanna have any lapse in coverage, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You know for the employees.
[CUSTOMER][POSITIVE] OK all right perfect thank you so much for for all your help and I will um.
[CUSTOMER][NEUTRAL] I'll let [PII] know um where we're at and the tracking number as well.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye.