AccountId: 011433970860
ContactId: 9bbdb1a0-df96-4f3a-a4c8-e260dacb1da9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410950 ms
Total Talk Time (AGENT): 204020 ms
Total Talk Time (CUSTOMER): 200487 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/9bbdb1a0-df96-4f3a-a4c8-e260dacb1da9_20250123T17:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Resources. Can you look in an account with me? Hey, how are you?
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good, good, good.
[AGENT][NEUTRAL] OK, what's up?
[CUSTOMER][NEUTRAL] OK, so I have an account 16094. It's with HLB Gravier LLC.
[AGENT][POSITIVE] I'm so sorry, would you give me that number one more time?
[CUSTOMER][NEUTRAL] Yes, yes. 16094.
[CUSTOMER][NEUTRAL] [PII], OK, so the broker is emailing me um so I sent a I sent a customer service thing through the have request that there's a couple of people on there that um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] We had gone back and retroactively activated like 4 customers and 2 due to COR elections because we received it way back in [PII] and they never got reinstated so everything had been taken care of. So she's emailing me back now and there's two employees on there. There's a [PII] and a [PII] that should have been canceled as of [PII], but it looks like they're on the current billing statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I was just wondering if somebody can look at this so I can give her an answer because she's already emailing again.
[AGENT][NEUTRAL] You said as of [PII].
[CUSTOMER][NEUTRAL] Yeah, they were on [PII] and should a term they terminated [PII], but the last billing statement said that they were still on it.
[AGENT][NEUTRAL] That's just.
[AGENT][NEUTRAL] Yeah. All right, so, uh, [PII], and then what was the other one?
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEGATIVE] Uh, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And the same date on that one?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so let me go look at that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Miss [PII], where are you? Oh, it looks like it's already, um.
[CUSTOMER][NEUTRAL] Because there were so in terms in the system that the dates were a little off so.
[AGENT][NEUTRAL] Yeah, it shows that they were, they're paid the date of [PII], so that is accurate.
[CUSTOMER][NEUTRAL] Right, so that's when it should have ended, yeah, yeah, so we have they paid premium beyond that?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I don't see any. Let me look. I look, um, suspense, but let me just look at this other one real quick. Let me 25236.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, so this one is paid through [PII], so I could probably refund one month's premium.
[CUSTOMER][NEUTRAL] OK. Is it on Pina, Pina?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I have, I have something in here like I termed it and it says as of 81 so let me look at these notes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Really do.
[AGENT][NEUTRAL] Reactivated.
[AGENT][NEUTRAL] I don't know. I don't know.
[AGENT][NEGATIVE] I turned it as of 81 and I'm sure there's a uh an email or something, but um I'm not sure why they would be on here again because they're not active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] Yeah, I just
[AGENT][NEUTRAL] Right, so I can take it off the invoice. I'll I'll make a note real quick, um.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] So I'm not, I'm just like that's so weird.
[CUSTOMER][NEUTRAL] I don't know. I was like, well, it shows that their term, so I wouldn't, she goes, but they're still on the billing, so I'll let her know that they are termed. We're not sure why they're still on the billing, and we haven't received any additional premiums.
[AGENT][NEUTRAL] Right, well, let me look at the GSL. Let me look at the expense real quick.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, because we had asked for them to pay back premiums of 73,570 on both of those accounts.
[AGENT][NEUTRAL] OK, I do have some.
[AGENT][NEUTRAL] That they paid uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so last month they did pay it. What do they use the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I think they do because she was, well, actually I had to send them an updated bill, um, because she said, um.
[CUSTOMER][NEUTRAL] Uh, she said it was our fault and all this stuff, so I ended up having to get them to get an invoice and send to me so I could send it over. I do think they have access online, but, um, because they were having to make back premiums, she wanted a bill generated.
[AGENT][NEUTRAL] Well, let him know that
[AGENT][NEUTRAL] Yeah, let them know that they can make these adjustments on an invoice and um you know, let, let us know hey this person is termed. I don't know. I have no clue as to why they're on these like the last two invoices, but I've taken I'm gonna send me save my changes so if they were to go on there they can see those two terms right now and they've been removed from the invoice, um, and it looks like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. I'll just tell her that we've removed them. OK.
[AGENT][NEUTRAL] What I'll do is I'll also put the credit on here so 69, so it's been removed from this invoice, but the credit from last month will be on there, um, but just let them know that if they want if they see something like this wrong they can always just put a 0 in there and then put a little note as to why and we get, you know, like you know that we get that report and we can fix it but I'm, I honestly don't know why they're on this invoice for last month, to be honest.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We'll be on there for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so they'll have a one month credit being refunded for the July premium. It was that on Pina? I can't remember if that was Pena coverage all.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Both of them, but there's also like [PII] that um according to the, it's being refunded as well. She, it says termed as a 121 and there's a credit in suspense there so there's 3 credits.
[CUSTOMER][NEUTRAL] Both of them, OK.
[CUSTOMER][NEUTRAL] That one, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And um uh [PII] is and that's been removed from the invoice as well. Someone else had done that, but let them know that I've taken off those others too.
[CUSTOMER][NEUTRAL] Yeah, [PII] is the other one.
[CUSTOMER][NEUTRAL] No that one terminates you.
[CUSTOMER][NEUTRAL] So that one terminated you, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Because she said that those are the those are the two we had to pay pay back active but it's been a couple of months that was back in October.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] [PII] is lapsed and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Trying to go too fast and messing up 1252 24. I just hate to leave people on hold.
[CUSTOMER][NEUTRAL] You're fine, you're fine.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, yeah, all of them are lapsed, so they're all.
[CUSTOMER][POSITIVE] All of the last. OK, well, I will let her know and make sure there's no issues with that because, yeah, OK, cool. Well, um, I will let her know and you've adjusted the bill, so if they go online, everything is, everything's correct. OK, OK, that's all I needed thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The same.
[AGENT][POSITIVE] No problem, thank you.
[CUSTOMER][NEUTRAL] Uh bye-bye.
[AGENT][NEUTRAL] Mm bye.