AccountId: 011433970860
ContactId: 42524254-c645-4927-ae39-ae50f39fece1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 976599 ms
Total Talk Time (AGENT): 402451 ms
Total Talk Time (CUSTOMER): 254368 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/42524254-c645-4927-ae39-ae50f39fece1_20250506T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. It's for Cedar Wood Townhouses Association.
[CUSTOMER][NEUTRAL] I called last week um because the premium management she's retired [PII]'s calling.
[CUSTOMER][NEUTRAL] And just I wanna make sure it's she's removed from the um from the policy and submit the payments.
[AGENT][NEUTRAL] OK, so you're the new administrator for the group, is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Are you the new ads are you the new administrator for this group? Is that correct?
[CUSTOMER][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] I'm I'm there in the system already.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, what's your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So you're calling to verify that the other administrators or contact person we have for the group has been removed, is that correct?
[CUSTOMER][NEUTRAL] Mhm yes.
[AGENT][NEUTRAL] OK, yes ma'am, I can look into that for you and so first off, [PII], what is the group number?
[CUSTOMER][NEUTRAL] The group number is 17501.
[AGENT][NEUTRAL] 17501. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment and let me get the group's information pulled up. Then I will have to verify several things related to the group with you for security purposes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off,
[AGENT][NEUTRAL] If you could please.
[AGENT][NEUTRAL] Verify a again the group name and group address.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then who should the two contacts be for the group? Or who would be listed as the contact?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Who, who are the people that would be the group contacts?
[CUSTOMER][NEUTRAL] It's me [PII].
[AGENT][NEUTRAL] OK, so we'll come back to that. What is the email address for the
[AGENT][NEUTRAL] That we should have for the group?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, thank you and then lastly the main, the phone number that we would have for the group?
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Group phone number?
[CUSTOMER][NEUTRAL] The phone number for the office.
[AGENT][POSITIVE] That is correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], I think so I told you before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it is the same number that you gave me. OK. So I can, thank you for verifying all of the information. So as of now, we still have two other contacts listed, [PII] for the group, a [PII] and a [PII].
[CUSTOMER][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] The two contacts listed are [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm yeah.
[AGENT][NEUTRAL] So they are still listed.
[CUSTOMER][NEUTRAL] Yeah, but [PII], um, to retire.
[AGENT][NEUTRAL] OK, so what you would just need to do is to send an email.
[AGENT][NEUTRAL] And with that info.
[CUSTOMER][POSITIVE] I sent the email already, yes, and there was approved and everything, yeah.
[AGENT][NEUTRAL] What date did you send it?
[AGENT][NEUTRAL] Yes, and what day did you send it?
[CUSTOMER][NEUTRAL] Yes, and I received the email. Yeah, they removed it just I wanna check to everything is OK before I submit the payment or or they have some reform or I have to pay for the entire amount like regular amount.
[AGENT][NEUTRAL] OK, so what I'm asking you is when did you send the email to have them removed as group contacts?
[CUSTOMER][NEUTRAL] Uh, we told you now. Hold on, I was looking at my email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can see where you spoke to someone [PII] on the first on [PII], and she had given you an email to send the request to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] And about removing her from the invoice, but I just don't see that that email was received.
[CUSTOMER][NEUTRAL] Because I call by the phone.
[AGENT][NEUTRAL] Right, but right, but we can't, we have to have an email.
[CUSTOMER][NEUTRAL] And um.
[AGENT][NEUTRAL] In order to be able to change anything, and I see that [PII] had given you the care team email address.
[CUSTOMER][NEUTRAL] OK, what is the email address to writing again?
[AGENT][NEUTRAL] OK, so it would be [PII]
[CUSTOMER][NEUTRAL] I'm sorry, say again.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] [PII], yeah, I remember, uh huh let me like that.
[AGENT][NEUTRAL] [PII]. Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] AM
[CUSTOMER][NEUTRAL] OK, let me check like that because I was looking for APL on my emails.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I have it here.
[CUSTOMER][NEUTRAL] Yes, I sent you the email.
[CUSTOMER][NEUTRAL] On [PII]
[AGENT][NEUTRAL] OK, I see where you spoke to someone. I just don't see where, and did you receive a confirmation email back?
[CUSTOMER][POSITIVE] Yeah, yeah, exactly, so, yes, we received your email requested the termination of the policy we're happy to tell you the request is completed.
[AGENT][NEUTRAL] OK, that was just to terminate her policy, but that wasn't to update the group contact information.
[CUSTOMER][NEUTRAL] Uh, policy number policy holder [PII] termination FFT on [PII].
[AGENT][NEUTRAL] OK, so that's for to cancel her policy, it sounds like.
[AGENT][NEUTRAL] Did you speak to, did
[CUSTOMER][NEUTRAL] Mhm, just her just to remove her from the policy.
[AGENT][NEUTRAL] Right, but she's also a group contact person.
[AGENT][NEUTRAL] And also the other lady, let me go back to that screen.
[AGENT][NEUTRAL] So is [PII] still a contact? OK, so yes ma'am, so you need to send us another email.
[CUSTOMER][NEUTRAL] No, she's not there anymore for years, no.
[AGENT][NEUTRAL] Asking that the group contact information.
[AGENT][NEUTRAL] Be updated.
[AGENT][NEUTRAL] And to have [PII] and [PII] removed as contacts.
[CUSTOMER][NEUTRAL] For the new name for the group concept?
[AGENT][NEUTRAL] Yes ma'am, and whoever should be listed as the contact for the group. We do have you as an additional contact.
[AGENT][NEUTRAL] But if you were to be the primary and only contact you would need to include that in your email.
[AGENT][NEUTRAL] And I do see that [PII]'s policy itself was termed.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Just like your confirmation email, but we just need to have that email sent related to the group contact information.
[CUSTOMER][NEUTRAL] OK, hold on, let me send it uh so.
[CUSTOMER][NEUTRAL] So you say just a new person and then before I was uh [PII] going the previous property management and now the new property management had to be me and everything got to be on.
[AGENT][NEUTRAL] And then also make sure to, yes, ma'am, and make sure that you said, you said that the lady by the last, the [PII].
[CUSTOMER][NEUTRAL] Contact group person but.
[AGENT][NEUTRAL] Is no longer an employee there either, so you would definitely you need because she's still listed as a contact that we could talk to if she calls in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, so let me put it there too.
[AGENT][NEUTRAL] And was there anything else that I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, I need something else. Hold on, um.
[CUSTOMER][NEUTRAL] The, the amount we pay every month, the day after that or they go to bill day after?
[AGENT][NEUTRAL] I'm sorry, I didn't understand you.
[CUSTOMER][NEUTRAL] The amount we pay monthly is the same amount or as to remove um machines they got to give a refund if I pay now?
[AGENT][NEUTRAL] OK, so I do show that [PII]'s policy termed as a 51.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you're you were gonna be paying your invoice for May, is that correct?
[CUSTOMER][NEUTRAL] Yes, I tried to pay it because I have it like an ACH but for your system has to be logging every time they pay uh ACH like a it's no auto auto payment, right? I have to log in every time, so that's what I try to do it, but I wanna make sure if they remove her from the policy to pay the correct amount.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] That is correct.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, they did remove her from the policy so she would be, and I, yes ma'am, because I can see where you did speak to someone in our billing department.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she had given you the information on how to remove her from the invoice.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] And then she also, she's the one, same one who gave you the email that you sent that request to to have her removed terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the total amount now is um it has to be the same thing 225.
[AGENT][NEUTRAL] Now I can transfer you to someone in the billing department to verify the amount of the invoice that you would need to pay.
[AGENT][NEUTRAL] If you would like for me to do that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Oh, I'll be happy to. Is there anything else there that I could help you with first, [PII]?
[CUSTOMER][NEUTRAL] Mm, no, I sent the email already just I wanna make sure you receive it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it would not come to me, but yes, ma'am, if they will send you a confirmation.
[CUSTOMER][NEUTRAL] For for the image you told me 13 yeah alright.
[AGENT][NEUTRAL] Yes, and
[AGENT][NEUTRAL] Uh huh, they'll send you a confirmation once it's been updated just like they did on the termination request.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, well, again, if that's all I can help you with, I'll be happy to connect you over to um someone in the billing department to confirm what your billing or excuse me, what you will need to submit for premium, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] Alright, well you're very welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][NEUTRAL] Mm, how are you?
[AGENT][NEUTRAL] I'm all right. I have an admin on the line with group 17501.
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And she's just wanting.
[CUSTOMER][NEUTRAL] 17571.
[AGENT][NEUTRAL] 17501.
[CUSTOMER][NEUTRAL] 01.
[CUSTOMER][NEUTRAL] Cedar [PII] Townhouse.
[AGENT][NEUTRAL] Uh-huh. Right. And this is [PII]. She has also emailed just now to the care team because the other two contact people are needing to be removed. The Bonita lady has not been there in a long time. [PII] just recently retired and I see that her policy has been termed, and [PII] is wanting to verify what the billed amount, what the amount is she needs to pay for May.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whatever's on the invoice, let me pull it up. You can send it to me.
[AGENT][POSITIVE] All right, girl. Thank you so much. And that phone number that's on file for the group is the one that she gave me as her callback number as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thanks, [PII]. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All right thanks bye bye.
[CUSTOMER][NEUTRAL] I