AccountId: 011433970860
ContactId: 81b3a68c-d60a-487f-9a40-1e4586e396e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414269 ms
Total Talk Time (AGENT): 166147 ms
Total Talk Time (CUSTOMER): 100977 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/81b3a68c-d60a-487f-9a40-1e4586e396e0_20250320T13:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I'm sorry. You said your name was [PII]?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from NES Solutions, and I'm calling in regards to one of our clients, uh, regarding their invoices. Will you be able to assist me with that?
[AGENT][NEUTRAL] Sure, I can uh look their invoices up and if we need be I can get you over to our billing team if there's something that I can't answer.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so there, let me give you their policy number.
[CUSTOMER][NEUTRAL] OK, policy number is, let me make sure this is 26728.
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] So is that for 50 eggs?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how can I help?
[CUSTOMER][NEUTRAL] OK, so this, this group has multiple divisions, OK, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I am showing that several of these divisions have outstanding balances for invoices of January and February and some of just February. Now I did reach out to the client earlier this week and they sent me confirmation of all the payments that they made on these invoices. I then sent it over to APL and they're still showing that they have outstanding balance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I have to let me look at and see if I can find all of the divisions under 50 eggs. Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] the
[CUSTOMER][POSITIVE] I, I'm so sorry to hear this.
[AGENT][POSITIVE] OK, I found all of them, I believe so let me look at each one and I can tell you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What we've received and if and it could be that uh payments have been received but just not posted so if that's the case I'll need to get you over to our billing team but let me look at each one of these.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like for just 50 eggs, which is the 26728, um, we last received premium on uh [PII], and that was to cover January.
[AGENT][NEUTRAL] Let me look at one of the other ones.
[CUSTOMER][NEUTRAL] OK, let me pull up the confirmations that they sent me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the same goes for uh.
[AGENT][NEUTRAL] 26,730, which is Japanese maximum.
[AGENT][NEUTRAL] Um, we received payment on [PII], uh, for January.
[AGENT][NEUTRAL] Um, for 26731, which is CL Las Vegas doing business as Chico Las Vegas, um, last payment received was [PII] for December for the December invoice.
[CUSTOMER][NEUTRAL] OK, so then, yeah, so it seems like the payments that they recently made have not been, have not been submitted on your end because these are, I'm showing I have a payment that was made on [PII].
[AGENT][NEUTRAL] How, like how long ago did they?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For Japanese.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me um I'm gonna put you on a brief hold um and I'm gonna get you over to our billing team because they're gonna be able to see a little bit you know or dive deeper with you whether we've got payments in house or whether we've got something in suspense or something of that sort that I don't have access to so um do you mind if I put you on a brief hold while I get you over there?
[CUSTOMER][POSITIVE] No, not at all. Thank you.
[AGENT][NEUTRAL] OK, hold on tight for me.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[CUSTOMER][NEUTRAL] I'm well, how about yourself?
[AGENT][NEUTRAL] Pretty good. Um, I do have a broker's office online. Um, her name is [PII], and she's with Northeast Solutions, which is [PII]. Um, she is calling about a certain set of groups, um, and whether, um, I don't see that she said that they made payment on [PII]. I don't see that in the system, um, so I was hoping maybe you could dive deeper with her and I can give you the PRDs that she's talking about.
[CUSTOMER][NEUTRAL] OK, what are those numbers?
[AGENT][NEUTRAL] It's 26728.
[AGENT][NEUTRAL] 26,730.
[AGENT][NEUTRAL] 26731.
[AGENT][NEUTRAL] 26732 and 26733, they're all common ownership, they're all tied together.
[CUSTOMER][NEUTRAL] Right. What um did you say your name was again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the callback numbers what we have on the screen.
[AGENT][NEUTRAL] Um, yes, [PII].
[CUSTOMER][POSITIVE] Awesome. OK, I'll take her.
[AGENT][POSITIVE] OK perfect thanks.
[CUSTOMER][POSITIVE] Thank you.