AccountId: 011433970860
ContactId: 3713a791-0c88-4704-9392-0d9e23b0b704
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263000 ms
Total Talk Time (AGENT): 96365 ms
Total Talk Time (CUSTOMER): 99762 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3713a791-0c88-4704-9392-0d9e23b0b704_20250106T21:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII]. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I am good. I have, uh, [PII] she's with the broker's office and she received an email or a letter from APL that the premiums for this group, um were behind uh the group number is 26,530.
[AGENT][NEUTRAL] 26,530.
[CUSTOMER][NEUTRAL] And I just wanna
[CUSTOMER][NEUTRAL] Yeah, 265:30.
[AGENT][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] And I'm on the GRMAI screen.
[CUSTOMER][NEUTRAL] And it looks like we received the December premium.
[CUSTOMER][NEUTRAL] Am I looking at that right?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Invoice 637-578-6.
[AGENT][NEUTRAL] Yes, the December premium was received on 125.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] And so are they just due for January? Are they, are they good? I don't see anything about November.
[CUSTOMER][NEUTRAL] Month.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] They're just due for January unless they got a letter, I mean, is it.
[AGENT][NEUTRAL] It's not uh NSF letter, is it?
[CUSTOMER][NEUTRAL] OK. Can you talk with her? That might be better.
[AGENT][POSITIVE] Hang on, I can find out real quick too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to be on the safe side.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it looks like they're just due for um.
[AGENT][NEUTRAL] And I don't mind talking to her, I mean, but I wanna check and see.
[CUSTOMER][NEUTRAL] I know, but if, if it's easy if you can tell me, you know.
[AGENT][POSITIVE] I can get my fingers to work, so here we go.
[AGENT][NEUTRAL] Of course, nothing wants to come up when you want it to.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] So I see the F equals paid in full, so I see that for the.
[AGENT][NEGATIVE] It's slow today.
[CUSTOMER][NEUTRAL] December, October.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I think it is an NSF, but I don't know.
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] If we got it or not.
[CUSTOMER][NEUTRAL] November maybe.
[AGENT][NEUTRAL] Some don't. I need to hush, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] That is a good question. Send her own.
[CUSTOMER][NEUTRAL] Oh, I'm looking at, OK, I'm looking at EMPL too. It's in there. It looks like she spoke with [PII]. I think it's the Decem.
[AGENT][NEUTRAL] And they took the credit, I mean, took the credit card payment?
[CUSTOMER][NEUTRAL] Well, I think the December payment, it says that um after looking at the notes below, I showed that December payment was returned.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have to pay over the phone. Oh, did process the credit card payment for December.
[AGENT][NEUTRAL] OK, so she did send to the replacement funds they are due for January then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, so they're good. OK, I'll let her know.
[AGENT][POSITIVE] All right, my dear. Thank you so much. I just, like I said, I just wanna make sure if she needs to talk, let us know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, you're the expert in this area that's what it looked like to me. Well, I was just confirming it looks like we are due for January, so it looks like they're good.
[AGENT][NEUTRAL] Oh, I don't know about that.
[AGENT][POSITIVE] Absolutely. That's exactly right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good deal thank you.
[AGENT][POSITIVE] You're so welcome. You have a good day, [PII].
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Uh, you too.
[AGENT][NEUTRAL] Uh-huh.