AccountId: 011433970860
ContactId: 2b5703c0-4d25-449d-af57-039cc64ca4a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199369 ms
Total Talk Time (AGENT): 78491 ms
Total Talk Time (CUSTOMER): 122588 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/2b5703c0-4d25-449d-af57-039cc64ca4a9_20250217T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over Broker Resources. I don't know. I don't know if you're the one I spoke to the other day. Maybe it was, um, can I give you this group number?
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's 25003.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For motorcycles incorporated DBA.
[CUSTOMER][NEGATIVE] I spoke with somebody in billing last week um because the broker um keeps asking about a refund which anyways there were two colleagues on this account that were supposed to be terminated on [PII]. It was, um, [PII] and [PII], and they both have been terminated. They should have terminated. So I was advised um that we had billed their premiums on the January and February premium and to tell um.
[CUSTOMER][NEUTRAL] Tell the group not to pay those two colleagues' premiums because for whatever reason they were on the billing statement for January and February and I believe whoever was working on it adjusted it online so I sent that back to him and let him know so now he's coming back saying I believe they both that both invoices have already been paid so I just wanna make sure that we haven't received any January February premiums for this group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If we have, we can definitely get that refunded to him, but I will check real quick.
[CUSTOMER][NEUTRAL] OK, cause he'll, he'll come back. I just wanna make sure.
[AGENT][POSITIVE] Absolutely, yeah. Let's see, I believe that's [PII]'s group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't know if they paid it online or if they sent a check because I know we got a check in January but that was for I believe the December premium.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, well, they haven't paid it online cause it still show them open and nothing scheduled, but let me I'm looking around for a check real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I might be wrong about whose group that is, so let's see.
[AGENT][NEUTRAL] Not seeing anything yet that doesn't mean it just means we haven't received it. Do you know in what form they paid by check or ACH? OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No, no, he didn't say. He just said, I believe both invoices and he does not think he really knows. I think he's just the same man, so I just wanted to double check before I went back to him and said currently we've not received any January, February premiums. The bills are available online, um, to be paid, um, unless they're sending it by check. We just haven't received that yet, but I don't wanna cause any red flags because that's a high priority group. I think with any ring out.
[AGENT][NEUTRAL] Right, so I'm not seeing anything. Um, I just looked in everybody's folder for unprocessed payments, and I, I'm not seeing anything. If they were to look online, it has been credited to the um the invoice, but if we were to receive the full amount of the invoice without those deductions, we will definitely refund it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we would refund it, yeah.
[CUSTOMER][NEUTRAL] OK, I'll just let him know at this time we haven't, however, those premiums would be refunded um on the account, so mhm.
[AGENT][NEUTRAL] And if you want you can ask them how they would want that refund if they would rather a refund check in the mail or a credit to the future invoices and if you wanna make a note of that on the uh on the group's account like on their line account that would probably help whomever does process it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK OK perfect well thank you so much I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too. Thanks. Bye.
[CUSTOMER][NEUTRAL] Uh bye bye.