AccountId: 011433970860
ContactId: 7a9063d9-f735-4596-b7f4-37a00f3824a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213199 ms
Total Talk Time (AGENT): 62439 ms
Total Talk Time (CUSTOMER): 134651 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7a9063d9-f735-4596-b7f4-37a00f3824a9_20250108T16:17_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi who is this?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Oh hey [PII], this is [PII] overburger Resources. Can you look at a group with me?
[AGENT][NEUTRAL] I'm so sorry, what was that? It broke up.
[CUSTOMER][NEUTRAL] OK, I'm sorry, can you look at a group with me?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let me, are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and the group number is 26696?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The agent is calling about the.
[CUSTOMER][NEUTRAL] The January statement for the, for the premium. So there's a gentleman on there named [PII]
[CUSTOMER][NEUTRAL] So you know what, I think I may have, hang on a second, let me, so he's listed on here twice. He's under, I guess this way this, this is a weird statement I guess they're broke out by division under this IMV.
[CUSTOMER][NEUTRAL] Um, because
[AGENT][NEUTRAL] What was the last name, [PII]?
[CUSTOMER][NEUTRAL] It's uh [PII], it's [PII].
[AGENT][NEUTRAL] And did you say which invoice are you looking at?
[CUSTOMER][NEUTRAL] So the invoice that I have, this is a [PII] invoices what it says. Um.
[CUSTOMER][NEUTRAL] So I guess what I'm trying to figure out, he's, he's calling because this guy is showing up in here twice because they have this billing broken up by division. There's like a green a Greenwich division and then there's an IND corporate division, but for some reason it looks like there might be two policies issued on this [PII] because he's saying that he's supposed to just be on the Greenwich division and not on the IND corp. Do you see that on there?
[AGENT][NEUTRAL] Yeah, it looks like we have two different socials.
[CUSTOMER][NEUTRAL] Yeah, OK, that's what it is, two different socials, so I need to clarify what's the correct social, um, within, and then I can send a thing over to billing to delete the other policy. OK, OK, OK, OK.
[AGENT][NEUTRAL] Yeah, and then we can, we can delete the one.
[AGENT][NEUTRAL] Yeah, hold on a second, let me just, let me look at something real quick.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And 25
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK, so it's probably gonna be.
[AGENT][NEUTRAL] I see one that there's been no payments made on and the other has so it's probably gonna be the one with no payments so there shouldn't be any issues with billing we can just lapse this one or cancel it and there've been no issues but um yeah.
[CUSTOMER][NEUTRAL] OK. Right.
[CUSTOMER][NEUTRAL] The one, OK, the one under the IMV, OK, yeah, because that's when he's saying doesn't need to be he's saying that the 256-3185 policy should not be.
[CUSTOMER][NEUTRAL] Be be issued because because everything's supposed to be under the other he's saying they're supposed to be under the Greenwich bill bill which it would be the policy based on the statement would be policy 2566259.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well darn, that's the one that doesn't have any payments. OK, so we'll just have to, we'll move the payments over to the proper policy.
[CUSTOMER][NEUTRAL] That's OK, you'll move it? OK, so do I need to do anything?
[AGENT][NEUTRAL] Um, I just
[CUSTOMER][NEUTRAL] Just let him know we'll, OK.
[AGENT][NEUTRAL] Ma, just make sure that that's the case that the 185 needs to be canceled and the 259 needs to be kept and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] You can just send me a message and I'll I'll take care of that.
[CUSTOMER][POSITIVE] OK, yeah, he, he confirmed that yesterday, but I'll just double check with him just to make sure and then, OK, perfect, that is all I needed thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.