AccountId: 011433970860
ContactId: 1c673f32-5568-4147-a6f6-0b47717294be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 515130 ms
Total Talk Time (AGENT): 246867 ms
Total Talk Time (CUSTOMER): 104517 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1c673f32-5568-4147-a6f6-0b47717294be_20250226T20:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII].
[AGENT][POSITIVE] Hi, how can I help you?
[CUSTOMER][NEUTRAL] I'm calling regarding [PII]'s welding and fabrication. It's 24,600.
[AGENT][NEUTRAL] 24,600 let me pull that up. Give me just one second.
[CUSTOMER][NEUTRAL] I was on the phone with somebody else and I was on hold while she was checking and it disconnected so.
[AGENT][NEUTRAL] Oh no. OK. Uh, let's see, I've got it pulled up. Let me see. Do you know who you were talking to? Let's see if she was she trying to research. That's OK. How can I help you?
[CUSTOMER][NEUTRAL] I don't remember.
[CUSTOMER][NEUTRAL] Um, I, I'm trying to figure out where we're at on premium payments because, um.
[CUSTOMER][NEGATIVE] Uh, this has just been a catastrophe for whatever reason can't seem to get it right, but um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know that uh I thought that they were paid up through the end of October and they owed November December you just we I think we chatted last month and month before last.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah, it sounds familiar. Yeah.
[CUSTOMER][NEUTRAL] And [PII] sent checks supposedly at the end of January and I got an email from I think you're [PII], right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, I'm [PII].
[CUSTOMER][NEUTRAL] Oh, never mind then, um.
[CUSTOMER][NEUTRAL] So I got an email from [PII] saying that hey, not only your November and December outstanding now January outstanding. So I'm trying to, I wanna see if any paper checks have been received.
[AGENT][NEUTRAL] OK, I'm [PII]. I think you're talking to. She's like, are you talking to [PII]? I'm like, yeah, um, OK, let's see. I can look at her real quick and see if we've gotten any paper checks.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Just like the correct number.
[AGENT][NEUTRAL] OK, so there's invoice for November, December we send anything at [PII]'s welding November, December and January. OK, so that was.
[AGENT][NEUTRAL] In February, there's a billing invoice for February.
[AGENT][NEUTRAL] Let me see if we have any checks out here.
[AGENT][NEUTRAL] See what is the check number? What is this for?
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] [PII], no it's a premium that's [PII].
[AGENT][NEUTRAL] What I'm looking for. OK, let me, you know what, I'm gonna pull a billing person on the phone with us because they're the ones that are gonna know this, um, and can help us with this. Is that OK? Because I think they would be better because they can actually look and see what's been paid and what hasn't been paid.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Yeah, that's, that's what's important right now because I'm trying to get this square. I, I'm, I mean if I'm just gonna be straight up with you. I mean, I know the owner's pissed off to the max. I'm trying to negotiate and navigate through this, so, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I completely understand. Yeah, let me get someone that can actually answer your question because I don't want to give you the wrong information and I want you to be able to get a good answer. Um, well, hold on just one second. [PII]'s gonna, hang on, do you mind holding for just one second?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes ma'am, did you get an answer for him? I can't we just pull group billing on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. I've talked to him before. Yeah, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we did get something recently.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so we got Octobers now. Was that a check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In February, the group said that they, OK.
[AGENT][NEUTRAL] November December premium, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know I'm gonna let him talk to group billing at this point because we're the middle guys and he said the owner of this group is really pissed off for what he said so, oh no, yeah, he's not, he's just trying to get it resolved so OK all right thank you bye.
[AGENT][NEUTRAL] Thank you for holding. Sorry about that. She talked to [PII] and Billing, but I'm gonna go ahead and pull them on the phone because apparently we got the group reinstated and we have the October premiums, but we haven't received, she's saying that we are, we're due for November, December and January and February, and the group said that they sent the November and December payment. We've not received it, but that was in January on [PII], so let me get billing on the phone because I think they need to help us troubleshoot this and figure out what's going on.
[AGENT][NEUTRAL] Just 1 2nd.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Great billing.
[AGENT][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APO. This is. How may I help you?
[AGENT][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, but he's wanting to talk to someone that can verify what we have received premium wise and what's outstanding. Can you help us?
[CUSTOMER][NEUTRAL] What's that group number, dear?
[AGENT][NEUTRAL] It is 24,600.
[CUSTOMER][NEUTRAL] Just one moment, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] You said you have [PII] on the phone?
[AGENT][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.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna pull him on the phone if you're ready.
[CUSTOMER][NEUTRAL] What is um [PII]'s um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] A good call back number just in case.
[AGENT][NEUTRAL] Uh, the number I have is [PII].
[CUSTOMER][POSITIVE] OK, and he's wanting to know what they're they're good for.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 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?
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][POSITIVE] Have a good day. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you.