AccountId: 011433970860
ContactId: 7b666a7d-4695-41c4-9a5e-9e8a21a14679
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 667719 ms
Total Talk Time (AGENT): 219154 ms
Total Talk Time (CUSTOMER): 257790 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/7b666a7d-4695-41c4-9a5e-9e8a21a14679_20250514T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, my name is [PII]. So I'm calling regarding the, um, the email I received today said because the, uh, bank account closed to the May, uh, payment did not go through. So I just emailed, uh, [PII], I think [PII].
[CUSTOMER][NEUTRAL] And uh so I was, but I found that there is like one employee that has already like left is still showing in the bill statement. Then I was told our um policy has been lapsed in your system and what we need to pay is the April invoice so I got a little bit confused here.
[CUSTOMER][NEUTRAL] Uh, could you help me to verify?
[AGENT][NEUTRAL] Yeah, let's take a look. What's the group number that you have?
[CUSTOMER][NEUTRAL] Uh, the group number, is that on my
[CUSTOMER][NEUTRAL] Group contact info is that where I can find it?
[AGENT][NEUTRAL] Uh, yeah, it should be, so you're calling in regards to an invoice for a group or is it an individual like your own policy?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, group of the company.
[AGENT][NEUTRAL] Yeah, so there should be a group number on the invoice.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I found it I found it, so it's 26681.
[CUSTOMER][NEUTRAL] doing
[AGENT][NEUTRAL] Alright, and then can you give me the name of the group, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh, it's CH International, Miami LLC.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a good callback number just in case if anything happens on the call?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, so I do see a note in here from.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It does show that April payment returned.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's for April's invoice, right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And then did you already pay May's invoice or have you not?
[CUSTOMER][NEUTRAL] I don't think so because I received the uh the email saying saying that uh that I don't know if that payment is for April or May, but in the email I received saying that.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Mm, so the email saying that the, the payment for us the [PII] was returned but it did not say that it's for the April invoice or the May invoice and I contact the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I contact [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] And I the reply got saying our policy has been lapsed in your system. What, what, what does that mean? It's like canceled?
[AGENT][NEUTRAL] That means it would not be active, yeah, um.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] If if the payment hadn't been received, if the April payment was returned and then the May payment hadn't been received, that, you know, that would have been.
[AGENT][NEUTRAL] I'm looking to see, I'm trying to find the letter that was sent to you.
[CUSTOMER][NEUTRAL] OK, cause I
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so it looks like.
[AGENT][NEUTRAL] I need to get you over to somebody in billing um because it looks like the premium for April and May both was returned.
[CUSTOMER][NEGATIVE] OK, and yeah, what I care about here is if the, the policy is still active cause that, that is gonna be a bigger problem.
[AGENT][NEUTRAL] Well, the group still does show active. I don't show that the group shows lapsed or anything like that, um, when I look at your group.
[CUSTOMER][NEUTRAL] Yeah, cause I
[CUSTOMER][NEUTRAL] So it should be OK, right?
[AGENT][NEUTRAL] Yeah, so we just need it looks like both of those payments like the whatever account is being used that just needs to be updated.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah, we can pay through, or we can still pay through ACH, right?
[CUSTOMER][NEUTRAL] I saw the instructions.
[AGENT][POSITIVE] Yeah, absolutely. You just wanna, yeah, make sure that the payment information is up to date, but yeah, you can do that absolutely.
[CUSTOMER][NEUTRAL] So we, uh, could you, yeah, could you help me to check if you, mm, if, if, if the April.
[CUSTOMER][NEUTRAL] The statement has been paid.
[CUSTOMER][NEUTRAL] Or not, that's the first question.
[CUSTOMER][NEUTRAL] And uh for the uh for the May invoice I have a question because one employee already like terminate but still showing in the invoice so we need to update that information. It shows like terminate in the invoice I saw that uh on Terminate on [PII] I think.
[CUSTOMER][NEUTRAL] But the total amount still in.
[AGENT][NEUTRAL] But they were still showing on the May invoice?
[CUSTOMER][NEUTRAL] Yeah, May, yes.
[AGENT][NEUTRAL] OK, did you guys um contact let me see.
[CUSTOMER][NEUTRAL] Yeah, could you maybe we should start from the April invoice first, see if you received the payment for April.
[AGENT][NEUTRAL] OK, so, um, [PII], I'm gonna just verify with somebody in billing because what I see is that April payment was returned, so we have not gotten it, but I'm gonna get somebody in the billing department to confirm all that with you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. This is [PII] over in customer car[PII] How are you doing today?
[CUSTOMER][POSITIVE] I'm doing all right. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have a contact with a group that has some questions on billing. I was hoping that you could help with.
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] Their group number is 26681.
[AGENT][NEUTRAL] And it should be for CH International.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have them pulled up and who are you speaking with?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So she pronounced her name [PII]. It's the first one that Shy [PII]
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][MIXED] Um, so I did advise her that in looking at OnBase, um, it looks like their April payment was returned and so is their May payment. I did look in Lion under uh the screen. I think it's GRMAI, but it didn't show them like outstanding.
[AGENT][NEUTRAL] So that's why she wants to speak with somebody just to make sure it looks like they still owe April and May from what I can see.
[CUSTOMER][NEUTRAL] Um, I'm showing that they're paid, but let me see if, um.
[CUSTOMER][NEUTRAL] Return payment account closed 424.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But it confused me because the GRMAI screen and lion doesn't like show outstanding but then I saw that it was like a return payment so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, Carry handles those, um, but if you want to go ahead and transfer.
[CUSTOMER][NEUTRAL] Um, her to me and I see what's going on.
[AGENT][NEUTRAL] OK, I appreciate it. Do you want her callback number? It's the number she's calling from.
[CUSTOMER][NEUTRAL] OK, yeah, I'll get that.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send them.
[AGENT][POSITIVE] OK, here she comes. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?