AccountId: 011433970860
ContactId: 698b92fa-a423-4cbe-90a4-70cbe1811d4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452200 ms
Total Talk Time (AGENT): 146129 ms
Total Talk Time (CUSTOMER): 191805 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/698b92fa-a423-4cbe-90a4-70cbe1811d4a_20250226T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well hey [PII] how are you doing this afternoon?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm hanging in there, um, [PII], this is [PII] calling my legal name is [PII]. I'm calling on group number 24,600.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me pull it up really fast. What's going on?
[CUSTOMER][NEUTRAL] Um, I'm just checking to see if you guys have received any premium payments from them.
[AGENT][NEUTRAL] OK, um, let's see, and is it, what's the group name? Is it Tony's wellbeing?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tony's welding fabrication LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was told back on the I don't even remember what day it was now back at the end of last month they sent checks for November [PII].
[CUSTOMER][NEUTRAL] But I got
[CUSTOMER][NEUTRAL] On the [PII] I got a.
[CUSTOMER][NEUTRAL] Letter from or email from [PII] saying they're not received anything yet so I'm kind of gonna I'm, I don't know what I'm gonna do. I, you know, I don't know if this is.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Out of control quite honestly.
[AGENT][NEUTRAL] The only thing that I have a bill date to is um we received on [PII] we received um.
[AGENT][NEUTRAL] Uh, 1074 and 90 cents for 61 2024 bill.
[AGENT][NEUTRAL] We don't have anything so July August, September, October.
[AGENT][NEUTRAL] November, December.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That OK.
[AGENT][NEUTRAL] Have you spoken to billing? Have you spoken to billing yet?
[CUSTOMER][NEGATIVE] Something's not right.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] Um, OK, and you said that they sent checks for?
[CUSTOMER][NEUTRAL] Well, my understanding is they were paid through the end of October.
[AGENT][NEUTRAL] OK, so paid until the end of October.
[AGENT][NEUTRAL] Let me put you on a brief hold and I'm gonna um speak with the billing department and see if they see anything differently, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, it's [PII] out of Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good how about you?
[AGENT][NEUTRAL] I'm good. Can you do me a favor? I have a broker on the phone and he is questioning the billing for group number 24,600. Can you see if maybe you have any um like outstanding money somewhere for those groups?
[CUSTOMER][NEUTRAL] Sure, just give me a second.
[AGENT][NEUTRAL] Um, I show that they're paid until, um,
[AGENT][NEUTRAL] What is that?
[AGENT][NEUTRAL] Um, can't think, not July.
[CUSTOMER][NEUTRAL] What was the um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] I'm so sorry the group number?
[AGENT][NEUTRAL] Oh yeah, 24,600.
[CUSTOMER][NEUTRAL] OK, just wanna make sure I have the right number.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Alright, yeah.
[AGENT][NEUTRAL] I show that they're just um paid to 61 of 2024 but he's saying that they should be paid until like [PII] and the group is saying that they've sent checks in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Like, um, maybe we have some money suspended somewhere.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] I hate that
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] 246 sometimes it doesn't show every month.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEGATIVE] And of course he's still he's obviously getting overdue notices so and he's not getting paid commission.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] I'm not happy.
[CUSTOMER][POSITIVE] It looks like you, what you're seeing is accurate. Um.
[CUSTOMER][NEGATIVE] Looks like the last invoice I see paid was June, but for some reason I can't get.
[CUSTOMER][NEUTRAL] The other invoices to populate. Hold on one second.
[CUSTOMER][NEUTRAL] For some reason I can't get Lyon to show me the rest of the invoices from June the next one says December.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I don't know why that is. Let me.
[AGENT][NEUTRAL] Are you showing that December's paid?
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Let me just look at one more thing.
[CUSTOMER][NEUTRAL] Sometimes it does that it skips a month and I have to go to an old one and go through it a little bit and then let's see this is [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Wonder how they pay.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII] has [PII], so let's see if it is in her folder to be worked. I doubt it is, but.
[CUSTOMER][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] 00. I don't see any checks to be posted.
[CUSTOMER][NEUTRAL] And according to Lion, I don't see any.
[CUSTOMER][NEUTRAL] Let's try this one more time.
[CUSTOMER][NEGATIVE] I don't know why it's not.
[CUSTOMER][NEUTRAL] In there.
[AGENT][NEUTRAL] OK, so you only see until June as well.
[CUSTOMER][NEUTRAL] Correct, but it usually shows us the invoices that you know are still pending, and I can't get those to pull up for some reason and I don't know if that's just because they're not in there for whatever reason.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, OK, let me go back to [PII] and tell him that you're seeing the same thing as me and.
[CUSTOMER][NEUTRAL] Oh, I think got that to pull up.
[AGENT][NEUTRAL] Ma
[AGENT][NEUTRAL] Oh, did you get it?
[CUSTOMER][NEGATIVE] Well, I got November to pull up. This is crazy. I hate when the system does this.
[AGENT][NEGATIVE] Well, it's just lying.
[CUSTOMER][NEUTRAL] Yeah, so I'm not seeing anything after June and I'm not seeing any checks in our system to be posted, you know, that haven't been posted yet, so.
[AGENT][NEUTRAL] Sure. Sure.
[CUSTOMER][NEUTRAL] I'm not seeing any payments.
[AGENT][NEUTRAL] OK, I mean, would you tell him anything different besides if I went back and said if they can like give us proof that like the checks were mailed you know what I'm saying like.
[CUSTOMER][POSITIVE] Yeah, definitely.
[AGENT][NEUTRAL] not that that would not that that would help, but like at least you know what I'm saying, if they have to be somewhere if they were.
[CUSTOMER][NEGATIVE] Well, what's crazy is they're still active and they should have been lapsed due to being overdue.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's just not done. So they still have a chance if they want to pay it, um, but yeah, if they can provide some kind of proof like maybe um that it's cleared their bank or um an ACH, whatever it is, however they paid, um, that would definitely be beneficial, but otherwise I don't see a payment in our system after June.
[AGENT][POSITIVE] OK thank you I appreciate you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks