AccountId: 011433970860
ContactId: 38980476-465c-4371-8f83-f53f0b5c0867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1032130 ms
Total Talk Time (AGENT): 581026 ms
Total Talk Time (CUSTOMER): 392143 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/38980476-465c-4371-8f83-f53f0b5c0867_20250115T21:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII]. It's [PII]. How are you today?
[AGENT][POSITIVE] Hi, [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I ain't talked to you in a long time. It feels like a long time. Well, I have one of the admins on the line with group 26138.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] J and K Mechanical and this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She is calling on invoice 6378055.
[CUSTOMER][NEGATIVE] And there were 2 employees that she says have been being billed incorrectly.
[CUSTOMER][NEUTRAL] One of them was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII] I think was the last name. I'm not on that screen anymore. Um, hold on, it's an odd name that starts with an M. Hold on, I can tell you if I look at it.
[AGENT][NEUTRAL] OK, that's OK. I might be able to find it.
[CUSTOMER][NEUTRAL] Yeah, [PII], we had been billing she said 10,740 on that one. It should be 8950 anyway in the system, the premiums now look correct for this [PII] and [PII], but she said that their invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Is still showing the wrong things and they can't make any adjustments or changes to that so she needs to get it updated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I can take a look and um see if I can get that corrected for him.
[CUSTOMER][NEUTRAL] Invoice.
[CUSTOMER][NEUTRAL] And the phone number?
[CUSTOMER][NEUTRAL] OK, and the thing um the phone number that's in the system for the group is also the one that she gave me to call her back on if anything happens with the call.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, I think I've got what I need. You can go ahead and send her and you said it's [PII] right yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did I, yes, and did I give you the invoice number?
[AGENT][NEUTRAL] Uh, you did it. I got the January invoice, yeah.
[CUSTOMER][POSITIVE] OK, OK, yep, that's the one she's calling about. OK, [PII], well, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, thank you.
[CUSTOMER][POSITIVE] Have a good day. OK.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes you are. How are you?
[AGENT][POSITIVE] Hey, hi, [PII]. I'm doing well, thank you. How are you doing?
[CUSTOMER][POSITIVE] Good good thank you.
[AGENT][NEUTRAL] Good, um, so [PII] sent you over to me, um, and she did give me a little bit of background. I've got your group pulled up, uh, for JNK Mechanical, and she let me know that you were calling about two employees who were being billed incorrectly, and we need to get that corrected on the invoice, right?
[CUSTOMER][NEUTRAL] Correct, yes, yeah, because the thing is that we've, we've already entered our [PII] and you know on the spreadsheet that we have, it shows the incorrect monthly premium, but we're already in January we already have to have this corrected and we're still two of these are still shown incorrect. So then our what happens is that if it gets entered like this, we don't reconcile and then it becomes a problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes ma'am. So let me look here and it's for I've got she gave me um last name [PII], and then I've got, I'm not sure how to say the first name but last name is [PII].
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII], yes, so on [PII] you guys are overcharging.
[AGENT][POSITIVE] OK. All right. No problem.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So for example, his rate should be 8950 and he was billed in December 10,740 and now again 10,740.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I'm gonna look at this policy real quick and make sure we've got it. OK, we do have the premium corrected to 8950, so let me see, we should have a credit since December was already paid. Give me one moment and let me just verify that.
[AGENT][NEUTRAL] Um, and I showed January is still outstanding. Have you guys issued payment yet for that one, or can I adjust? OK.
[CUSTOMER][NEUTRAL] We have not we.
[CUSTOMER][NEUTRAL] We have not because the invoices haven't been reconciled.
[AGENT][NEUTRAL] OK, so let me um let me get this corrected and I can go on there and um apply a credit if, if you'd prefer or do you prefer a refund check for the um overpayment?
[CUSTOMER][POSITIVE] No, no, the credit for December you could apply the credit to the account that's fine. I could put it in the system that's not a problem. We actually prefer the credit because like that we track it that we receive the credit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect so let me see we've got [PII] updated to 8950, so let me apply that credit to this January invoice and that will be um I'm gonna correct the charge for January from 10,740 to 8950, so let me do that.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then he should have a credit.
[AGENT][NEUTRAL] Yes, his credit will be 14,080 his credit will be for $17.90 for December. So I'm gonna update that also and add that in real quick and then I'll take a look at the next person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we should also have a credit pending for [PII], who was actually billed in December, but hers was canceled and there was no credit issued in January.
[AGENT][NEUTRAL] OK, I'll take a look at that as well. Um, so I've got [PII], um, corrected on the invoice, um, to 8950, and then I also added the credit for $1790 for the December overpayment, um, so let me check on Door to real quick and make sure we get that corrected.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And then [PII] shows for January it'll now be the correct 1 8950.
[AGENT][NEUTRAL] Yes, I adjusted it on the invoice. I changed it, um, the due amount to 8950, mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then for [PII], let's see.
[AGENT][NEUTRAL] And what is the correct premium? We've got 4320. Is that correct?
[CUSTOMER][NEUTRAL] Well, I have notes here that say hold on a second, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, regarding it was not because they corrected the rate, but it still does not show the rate we provided. OK, so the rate that you provided, is that based on the age of [PII] or [PII]?
[AGENT][NEUTRAL] Let me see it's based on [PII].
[CUSTOMER][NEUTRAL] OK. Yeah, I think that's the issue that he's already [PII].
[CUSTOMER][NEUTRAL] But let me double verify his birthday. Hold on.
[AGENT][NEUTRAL] Yes, and I can check with what we have also.
[CUSTOMER][NEUTRAL] Because I think, I think we have them here that is supposed to be 4680.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But I'm not sure the 4680 is [PII] or [PII].
[AGENT][NEUTRAL] OK, so let's see, we've got his date of birth is [PII]. Can you let me know if that's right?
[CUSTOMER][NEUTRAL] I'll tell you right now, hold on, I'm getting in payroll right now.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] It's not OK, there it goes dorso.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So his birthday is, yeah, [PII].
[AGENT][NEUTRAL] OK, so yeah, it looks like, let me look and see when the policy was issued.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] December.
[AGENT][NEUTRAL] Yeah, it was issued in December so he would already have been [PII] at that time um so I believe that should be [PII] in our system. I might need to get um someone to update that and verify that rate with us um and I can do that no problem while we're on the phone um let me let me open up the um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The rate information that that's likely the the difference, see.
[CUSTOMER][NEUTRAL] I think you have him at 4320 because I think that's the age for [PII].
[AGENT][NEUTRAL] We do, yes, we do have them at 4320.
[CUSTOMER][NEUTRAL] Yeah, and it supposedly according to our agent, it should be 4680.
[AGENT][NEUTRAL] OK, let me check here.
[CUSTOMER][NEUTRAL] But on him instead of us being.
[CUSTOMER][NEGATIVE] Overpaying we're underpaying.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me look here and make sure that 46.
[CUSTOMER][NEUTRAL] The thing is that if we don't catch them now they'll keep they'll keep on going like that and then by the time we realize it, oh my God, to reconcile is is a problem.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] So we try to catch him as soon as possible.
[AGENT][NEUTRAL] Yes, I see for the plan that it looks like he has the 4680 would be for ages [PII] [PII], um, so I'm gonna get somebody to confirm that and make sure that I'm looking at it correctly. I don't know.
[AGENT][NEUTRAL] Uh, it's got in here that is age at issue with [PII], but from what I'm looking at when you just confirm the date of birth, his age should have been [PII], um, so I think that's an error um in our system, so let me get that, um, somebody to look at that with me real quick, um, but let me check on that, um, other you had another person can you give me their name again that should have come off?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, her last name was [PII], first name [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Let me check her real quick and we'll come back to um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just let's see.
[CUSTOMER][NEUTRAL] Hers was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And hers was canceled [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK, I've got her here and I've got we do have her policy terminated at 121, so let me check on that credit for her.
[AGENT][NEUTRAL] For December.
[AGENT][POSITIVE] Yes, let me get that credit added real quick.
[AGENT][NEUTRAL] OK, so she's gonna be credited for $62.40.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, I've updated that. I've got that saved. Um, let me get somebody on the line with us real quick that can look at [PII]'s policy, um, because I believe they need to correct that, um.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Agent issue to 40 so just give me one moment and I'll be right back with you OK?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] OK, no problem, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good, I'm doing good, thank you. Um, so I've got a question. Um, can you look at policy 2441106?
[AGENT][NEUTRAL] I've got the group on the line about this policy and the rate, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I did confirm the date of birth. Um, what we have is correct, which is, let me get back to it, it is [PII] and so the PIDAT screen shows that aged issue was [PII], but that actually would have made his age at issue [PII], um, and so that would, would show like a rate difference and so I just wanted somebody to check, um, I don't know, I guess make sure that I was looking at it right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, uh, the agent issue was from [PII].
[CUSTOMER][NEUTRAL] So, maybe.
[AGENT][NEUTRAL] Yeah, at [PII]. OK, not 202 uh I think I was thinking that said [PII]. OK, so that is right. OK, 30, OK, OK, sorry, I was thinking for some reason that that said 2024. I guess I was looking at the wrong spot. It's all [PII], but.
[CUSTOMER][NEUTRAL] Yeah, so he would have been [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for clearing that up for me.
[CUSTOMER][NEUTRAL] Why is it
[CUSTOMER][NEUTRAL] Is it supposed to be set billed for December of last year? Oh, a difference in premium. They must have upgraded. OK, that might be where you got the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I know, yeah, yeah, um.
[AGENT][POSITIVE] I think that's where I saw that. Yeah. It's hard to, to miss that one number there on the end, but thank you for looking at that with me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] All right thanks bye.
[CUSTOMER][NEUTRAL] Alright goodbye.
[AGENT][NEUTRAL] So let me make sure that's right. OK.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, so, um, I think what I was looking at is this policy was actually issued in [PII]. Um, I, I was thinking it was [PII], so at that time, he would have been [PII], and so that's why, um, that's why we're.
[CUSTOMER][NEUTRAL] OK, because you go by, you go by the initial moment that he got on oh I see.
[AGENT][NEGATIVE] A issues.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And so it was right before he turned [PII], um, so that's what that is. So we do have [PII] as his rate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So the rates are grandfathered in, is that what that means that you go by the age when they, oh, I didn't know that. OK.
[AGENT][NEUTRAL] They are, yes.
[AGENT][NEUTRAL] Yes, the age when the policy is issued. So if they were to change plans or if we had to issue a new policy, then it would go at that current age that that new policy is issued. But as long as they keep the same plan, then we're gonna keep that age at issue, it won't increase.
[CUSTOMER][NEUTRAL] Uh-huh, OK, so the rates go by the original policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yes, mhm, and so we've got 4320, um, let me look and see.
[CUSTOMER][POSITIVE] Good to know.
[AGENT][NEUTRAL] What we've, it looks like we've been receiving, let me go back, 2880.
[CUSTOMER][NEUTRAL] 80, so now when you're under billing.
[AGENT][NEUTRAL] Yes, and so.
[CUSTOMER][NEUTRAL] So the correct one for him would be 4320 then? Is that the correct one?
[AGENT][NEUTRAL] Yes, 4320 and we have the policy set to bill for that difference. Um, let's see, it's set to bill on the next bill, but if you prefer me to add that on this January bill that I've already made changes to, I can do that, OK.
[CUSTOMER][POSITIVE] Yes, I do.
[CUSTOMER][NEUTRAL] I do I do because I wanna enter it correctly in the system. I don't wanna have that pending for next month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me fix that real quick.
[CUSTOMER][NEUTRAL] And then you can charge the difference for December and then the new rate for January.
[AGENT][NEUTRAL] For January. mhm I'm fixing that now.
[CUSTOMER][NEUTRAL] Mhm and charge the difference that we owe you. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because on that one we owe you a difference for December.
[AGENT][NEUTRAL] All right, so I have fixed January. Now let me add the difference for December real quick.
[CUSTOMER][NEUTRAL] So 4320 is the correct rate.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So that's gonna be a difference of it looks like 1440.
[AGENT][NEUTRAL] Yeah, 1440 for December, so let me add that real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then January will be 4320. I'm already changing it here on my system.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[AGENT][NEUTRAL] OK, so let me save these changes and then I'll just go over the um adjustments that I've made again just to make sure that we've got everything. OK, so we've got [PII] on here we've got the 1440 difference owed for December and then we've also changed to January to 4320.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and then we've got [PII]. We've got a credit for uh 6240 for December.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct, mhm.
[AGENT][NEUTRAL] Um, and then [PII], we've got a December credit for 1790, and we've also corrected his January premium to 8950.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect sounds good.
[AGENT][NEUTRAL] OK and so um I'm not sure if you guys.
[CUSTOMER][NEUTRAL] Alright, can you email me the, can you email me the new invoice?
[AGENT][NEUTRAL] Of course, yes, that's what I was just fixing to say. I certainly can. Let me make sure I've got your email here. It is, let's see, I've got [PII]'s. What is your email address?
[CUSTOMER][NEUTRAL] Please, if you don't mind.
[CUSTOMER][NEUTRAL] Mine is [PII], just like his.
[AGENT][NEUTRAL] OK perfect I got it so um let me um save this revised invoice and I will email that to you as soon as we get off the phone OK?
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate all your help.
[AGENT][POSITIVE] OK. Of course, you're very welcome. Is there anything else I can help with?
[CUSTOMER][POSITIVE] You have a great rest of your week. No, that'll be all.
[AGENT][POSITIVE] OK, well thank you you have a great rest of your week as well and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. You too, bye bye.
[AGENT][NEUTRAL] Bye bye.