AccountId: 011433970860
ContactId: 5e916c1e-5139-4bfe-9a92-0eb9c7e02a0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499119 ms
Total Talk Time (AGENT): 137710 ms
Total Talk Time (CUSTOMER): 138382 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/5e916c1e-5139-4bfe-9a92-0eb9c7e02a0d_20250404T13:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with group number 21049.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, [PII], how are you doing this morning?
[CUSTOMER][POSITIVE] I'm good and yourself?
[AGENT][POSITIVE] I'm doing great, thank you so much for asking, [PII]. And um what's the name of the group, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you give me the name of the group, please?
[CUSTOMER][NEUTRAL] Oh, the group name is the Skaya Museum and Gardens.
[AGENT][NEUTRAL] Yes, ma'am. Can you verify the address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And are you able to verify the email address as well?
[CUSTOMER][NEUTRAL] Um, I'm not sure if you have my email on file. It's uh [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And can I get a callback number please?
[CUSTOMER][NEUTRAL] I hear I I'm sorry, I hear like an echo.
[AGENT][NEUTRAL] OK, alright, I'm sorry, is that better, [PII]?
[CUSTOMER][NEUTRAL] Um, can you speak again?
[AGENT][NEUTRAL] Yes, ma'am, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you. I just hear like an echo.
[AGENT][NEUTRAL] OK, I'm, I'm sorry, I apologize. I'm not sure what that is. Can you give me your callback number in case we get disconnected and so I can call you back?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] So I've been going back and forth with you guys for a while um about uh Natalie Court um we were back in [PII] we were refunded um $44.22 for her um that was an error um on behalf of APL because we were, we were billed correctly for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] And I've been asking you guys to rebill, to rebill me for her, and I just sent an email this morning again and I got an email back and said that, you know, it's a good morning A of the policy is paid current with the group. It was sub billed on December invoice. There is nothing to rebill at this time.
[CUSTOMER][NEUTRAL] Um, I don't see, um,
[AGENT][NEUTRAL] Do you have her policy number or?
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Her policy number where I can look at it for you, [PII].
[CUSTOMER][NEUTRAL] Her policy number, would that be on the invoice? All I have are the invoices.
[AGENT][NEUTRAL] Or give me her
[AGENT][NEUTRAL] Yes ma'am, tell me your name again. Let me just do that. What's her last name again?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you [PII]. Give me one moment.
[AGENT][NEUTRAL] Can you verify her date of birth for me?
[CUSTOMER][NEUTRAL] Uh, I don't have her date of birth. I'm not HR. I'm in accounting, yeah.
[AGENT][NEUTRAL] You don't have it, OK, OK, in the county, OK. Well, I, I do have on the report. OK, so this was on the November. Is that what you were stating?
[CUSTOMER][NEUTRAL] So yeah, so we got a check in October, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For her
[CUSTOMER][NEUTRAL] Um, but we were correctly billed.
[CUSTOMER][NEUTRAL] So I'm not sure, um.
[AGENT][NEUTRAL] OK, if you'll bear with me just a moment, I'm looking into it for you, OK?
[AGENT][NEUTRAL] Let me see what happened.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see where it is paid card.
[AGENT][NEUTRAL] Are you thinking that you are owed a a refund?
[CUSTOMER][NEUTRAL] No, actually, we owe you money.
[AGENT][NEUTRAL] You owe me money, OK.
[AGENT][NEUTRAL] I don't know. Um, I'm looking at it. I know this is confusing. Bear with me just a second. OK, so we stop. I'm reading the notes on it. We sub billed it in, in November for October in the November premium and you pay that, and I don't see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, there's uh.
[AGENT][NEUTRAL] I don't see where there's any premium owed in, but let me do this. Let me, um, just to make sure I'm like, can I place you on a brief hold and let me contact one of my colleagues to make sure that I'm looking at this right? Would that be OK?
[CUSTOMER][NEUTRAL] OK, sure, yeah, I think what happened was that you guys canceled the coverage for a month in error I think it was, and then you refunded us the money. I think that's what it was, but go ahead, yes, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I think
[AGENT][POSITIVE] Yes, thank you so much and if you'll just bear with me just a moment, I'll be right with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Are you there? Thank you so much for holding. I, I, there's not any, um, with, there's not any extra, um, money owed. It's paid current.
[CUSTOMER][NEUTRAL] OK, so let me review it then on my end again.
[AGENT][NEUTRAL] OK, OK, yes, ma'am, I did confirm with one of my one of my colleagues and we went through it and I don't see where there's any premium owed. It's paid current to 51, OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Thanks, [PII]. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Uh yes, that's all.
[AGENT][POSITIVE] OK, well, thank you for calling ABL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye