AccountId: 011433970860
ContactId: 588f8363-c293-4242-93e5-fd27e62bfa4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249229 ms
Total Talk Time (AGENT): 96782 ms
Total Talk Time (CUSTOMER): 25410 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/588f8363-c293-4242-93e5-fd27e62bfa4c_20241230T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm a broker. I need to check to see if a current client of mine with y'all is up to date on payment.
[AGENT][NEUTRAL] OK, I can help you with that. Do you have a group number that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 25003
[AGENT][NEUTRAL] Alright, let me pull that up.
[AGENT][NEUTRAL] Motorcycles Incorporated.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yeah. All right, let's see. And is there a is there did you're wanting to know on a particular person that's insured, the group? OK, let me look here.
[CUSTOMER][NEUTRAL] No, the, the entire group.
[AGENT][NEUTRAL] Well, I don't see any notes on here about being behind or anything. Group renewal was reprocessed. That's back in July. I was trying to see if there's any other notes on here.
[AGENT][NEUTRAL] And we have several let's see 12468, 1011. OK, wait, so these are paid through November. I know they're active and paid through November, so it looks like actually October. Let me, let me look at something. Do you mind holding for just a second?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] What's the damn group number. Come on.
[AGENT][NEUTRAL] Sort of.
[AGENT][NEUTRAL] 5503.
[AGENT][NEUTRAL] OK, so I was looking at their account and I saw the last bill that we generated was for October. So I'm trying, I need to get with our billing team and see what is going on because I don't see a bill that went out after the one that we generated in October. Um, so they are paid through October. I just don't see that we've billed for November or December. So I, mhm.
[CUSTOMER][NEUTRAL] Could, uh, could you find out and email me the uh November and December bill?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely. I need to get with our billing department. So I have your email address as [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, let me check with him and I will correspond with you and let you know what I find out, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Have a great day. Thanks for calling APL.