AccountId: 011433970860
ContactId: 6ef9d1fc-c6a6-421b-aae1-c4c99359019a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309660 ms
Total Talk Time (AGENT): 120269 ms
Total Talk Time (CUSTOMER): 138841 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6ef9d1fc-c6a6-421b-aae1-c4c99359019a_20250618T22:26_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], I'm [PII].
[CUSTOMER][NEUTRAL] [PII], um, I got a call from Barry Brown Marine. Barry Brown Marine was a group that was reinstated. They dropped below participation, but they were approved.
[AGENT][NEUTRAL] K
[CUSTOMER][NEUTRAL] And they're in force and they renewed [PII].
[CUSTOMER][NEUTRAL] They got an invoice uh that they just received, and they have only 2 employees. They have [PII].
[CUSTOMER][NEUTRAL] And they have [PII], I can't remember his last name now.
[CUSTOMER][NEUTRAL] But she told me on the invoice only had her.
[CUSTOMER][NEUTRAL] We're missing somebody.
[CUSTOMER][NEUTRAL] So, I don't know what happened, but we have, you know, they used to have like 5 or 6 people, but since COVID and all that, they ended up down to 2. But like I said, [PII].
[CUSTOMER][NEUTRAL] Uh, help me, and we got them approved for this year. Hopefully they'll hire more people, but I needed to get them an accurate invoice.
[CUSTOMER][NEUTRAL] And uh [PII]'s last name is like [PII] or something like that.
[AGENT][NEUTRAL] OK, see, so you're probably.
[CUSTOMER][NEUTRAL] Is that something you can see?
[AGENT][NEUTRAL] Um, I, I can't let me, let me just see GR PIO or help me.
[CUSTOMER][NEUTRAL] Yeah, the group is called Barry Brown Marine.
[CUSTOMER][NEUTRAL] And their DBA I think is uh BB.
[CUSTOMER][NEUTRAL] M BBM Marine.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I just wanna see if I can get them a correct invoice.
[AGENT][NEUTRAL] OK, so when I pull up the group, I see one active person.
[CUSTOMER][NEUTRAL] There's 2.
[CUSTOMER][NEGATIVE] Then they something got screwed up when they reinstated the group.
[AGENT][NEUTRAL] OK, so you're gonna have to send us an email to add that other person back on and request a new bill.
[CUSTOMER][NEUTRAL] You know, there's a guy.
[CUSTOMER][NEUTRAL] Do you, do you, you don't show him in the system anywhere? He was, he's been on for years.
[AGENT][NEUTRAL] I just know [PII].
[CUSTOMER][NEUTRAL] Yeah, but there's a, there's [PII] too.
[CUSTOMER][NEUTRAL] And his son
[CUSTOMER][NEUTRAL] You guys have to have that in your records. I mean it's just it look back just before the May renewal maybe.
[AGENT][NEUTRAL] You want me to look at the bill before the May renewal? Because I can't look at the system to see what was on the system before they changed it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so you can't look at April.
[AGENT][NEUTRAL] I can look at an April bill, yes, but still, you're still gonna have to send an email in to add him back on and make him retroactive to the effective date, then they can issue a new bill with him on there. Right now, I can only see [PII] on there, so if I get a bill to you now, I'm still just gonna say [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's fine, OK.
[CUSTOMER][NEUTRAL] Yeah, but you show him back in April?
[AGENT][NEUTRAL] Uh, let's see. I'm waiting for that bill to pull up for me so I can download it.
[CUSTOMER][NEUTRAL] And I take it you you you need you need me to send the names, the dates of birth, the social security numbers, and the address and everything, huh?
[AGENT][NEUTRAL] Right, so it's got, it's kinda like you have to send it, yeah, it's like you gotta kinda send that summary again. For some reason, I don't know why he got took off, but it's, it's like he has to start over and you're like requesting a new person like, you know.
[CUSTOMER][NEUTRAL] Yeah, do you, do you, do you see him back in April?
[AGENT][NEUTRAL] That's what I'm waiting on to download.
[AGENT][NEUTRAL] So if I look at the billing invoice.
[AGENT][NEUTRAL] From [PII].
[AGENT][NEUTRAL] [PII] is on there.
[CUSTOMER][NEUTRAL] Yeah, so can't you tell somebody that we need to just move him on to May and you already have all this information you have him in the system. You're not gonna have him on an invoice if you don't have his name and and and date of birth, social and address and everything.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I am looking at an invoice. An invoice does not have a person's birthday, social security number, or any of that information. You have to submit in writing that you want this person to be at.
[CUSTOMER][NEUTRAL] Right, but you, you wouldn't have that in your system?
[AGENT][NEUTRAL] You must submit right now it doesn't even have his information on there, so you must submit in writing that you wanna add [PII] and you're gonna put, you can even put his old policy number and say please reinstate this old policy number right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll take care of it tomorrow. Alright, no problem, we'll we'll do it for tomorrow.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] All righty. Thanks.
[CUSTOMER][POSITIVE] Thank you much.
[CUSTOMER][POSITIVE] Have a good night bye bye.