AccountId: 011433970860
ContactId: a26f9001-e82a-41d5-a1e4-c9093009b6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663380 ms
Total Talk Time (AGENT): 350437 ms
Total Talk Time (CUSTOMER): 191197 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a26f9001-e82a-41d5-a1e4-c9093009b6dd_20250228T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got um Mr. [PII] on the phone. He spoke with [PII] yesterday about paying um on their group. Uh, he is with group number 21089.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He is not the contact person. He's wanting to make payment, but he also said there's 2 people on the group that should not be on the group.
[AGENT][POSITIVE] OK. All right. I can help him with that.
[CUSTOMER][POSITIVE] OK, thanks. You have a good day well actually good weekend if I don't talk to you before then. All right.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, thank you for, you do.
[CUSTOMER][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes you are [PII] you're, you're breaking the mold.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Sir, what was that?
[CUSTOMER][NEUTRAL] You're breaking the mold, huh? I don't know. I'm just in a funny mood this morning so far I've spoken to [PII], and now you're [PII], so that's, you know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir, yes sir. Well, um, [PII] gave me your group information, um, and she told me you were wanting to pay for an invoice but that you also had some people that shouldn't be on there is that right?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Well, I've
[CUSTOMER][NEUTRAL] With speaking with uh [PII] yesterday she told me I needed to pay 1471.82 today.
[CUSTOMER][NEUTRAL] PC policy in force and then I would follow up with them in the next two weeks with the um January invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I, I plan on doing that today. However, I've got two people on this December invoice that we terminated and they're still on here, and I wanted to see if I can deduct that amount from what I have to pay today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, sir. Let me take a look at that. Hang on, I'm getting it pulled up.
[AGENT][POSITIVE] I can get it to load, yeah we can definitely get that taken care of and you can pay the revised amount.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, let me refresh if I can get it to load here.
[AGENT][NEUTRAL] OK, so we've got one person notated, um, [PII], um, and you said you have 2 more?
[CUSTOMER][NEUTRAL] Yeah, so there's, uh, [PII] should have been terminated as of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then there is uh [PII].
[CUSTOMER][NEGATIVE] Should have been term should have never gone on the policy now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I just wanna take, I've been on the policy since.
[CUSTOMER][NEUTRAL] August
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see that we've applied for a credit for that?
[AGENT][NEUTRAL] Let me see. Let me go to his policy or to.
[AGENT][NEUTRAL] See, let me, let me look at the policy and see if we've got that reflected.
[AGENT][NEUTRAL] Let's see, Lufthansa 5, yes, so we actually have the policy terminated already and you're saying that the one for [PII] should have never been effective, right?
[AGENT][NEUTRAL] So we've got it looks like October and November were paid let me review and make sure I'm just gonna check the past invoice and make sure that um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Should be August, September, October and November you paid um.
[AGENT][NEGATIVE] It's not been credited.
[AGENT][NEUTRAL] OK, so let me look to make sure she didn't have another policy. This policy wasn't effective until October, but let me see, no, I don't see another policy. Um, give me one second and let me review those invoices real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so I'm looking at the August and September invoice and I don't see that premium was paid for Lufthansa on either of those. Um, we did receive October and November let me see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, so we can credit those to December and hang on, I'm gonna work that so we can work on getting our revised total.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm gonna credit 2 months for Lufthansa.
[AGENT][POSITIVE] And then I'll take a look at um [PII] and make sure we've got his correct.
[CUSTOMER][NEUTRAL] Well, it should be 3 months from the pan, right?
[AGENT][NEUTRAL] Um, so we've only, we've only received October and no, right, right, it's gonna, I'm gonna remove, um, December wasn't paid yet, so, um, that's gonna reflect, um, as well. Let me adjust this.
[CUSTOMER][NEUTRAL] They're on the December.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] So we're gonna credit.
[AGENT][NEUTRAL] X
[AGENT][NEUTRAL] OK, so I have adjusted and applied that credit. Um, I've removed [PII] and he was terminated [PII]. Um, let me look and just make sure we've got him terminated.
[AGENT][NEUTRAL] Real quick, go ahead and get that processed. Yes, we've got them terminated so we've got your invoice adjusted to remove [PII]'s December premium, um, and then, um, you didn't mention [PII], but we already had that one reflected that one was terminated back in September, so we've removed that from December.
[AGENT][NEUTRAL] And then Lufthansa we've removed December and then also credited for October and November so I've got your revised total now as $1,211.10.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could I ask you a couple more questions?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] Alright, so then let's move to.
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] I kicked out of your website so let me get somewhere else.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Oh, that happened to me a little while ago as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm, I'm updating January to remove [PII] as well.
[AGENT][NEUTRAL] And I will probably have to go in and.
[CUSTOMER][NEUTRAL] Right, so I'm just one.
[AGENT][NEUTRAL] Yeah, I'll probably have to make I'm making sure he's removed off of January and as well as February.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then there is.
[CUSTOMER][NEUTRAL] On January June [PII], she should have come off as of [PII].
[AGENT][NEUTRAL] OK, let me look at hers June. OK, let me look and make sure we've got that processed in our system.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, we have got her term date in our system as of [PII], so let me take her off of this invoice.
[AGENT][POSITIVE] OK, and I saved that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then she'll need to come off of, like I said, February. I haven't looked at March, but she's on February and so is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yes, I just took [PII] off of February. Let me take June off real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna double check March and make sure they're both off of there. It looks like March's total came down, so I think they might be off, but I'm gonna double check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, they are both off of March.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well that's what I needed now when I go back in say in a couple of weeks.
[CUSTOMER][NEUTRAL] To pay this January invoice, will the new invoice be there for me to see, or will I have to uh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and the revised, yes, so if you open it up now you'll actually see the changes that I've made, um, the, the, um, adjustments are at the top and then on the right side you'll see your new total due is 9:15 16 for January.
[CUSTOMER][NEUTRAL] OK, so that'll be the.
[AGENT][NEUTRAL] I believe it's the same as well for February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, appreciate it.
[AGENT][POSITIVE] Absolutely yes sir um is there any more changes we need to make or does that take care of everything?
[CUSTOMER][POSITIVE] That's it for right now. Thank you. So [PII], [PII] today and uh the policy is fine, right? Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] Yes sir, that's correct.
[AGENT][POSITIVE] No problem, um, if you have any questions just let us know um and we'll be happy to to process that payment when you're ready, OK?
[CUSTOMER][NEUTRAL] I was probably just gonna do it online if that's OK.
[AGENT][NEUTRAL] OK, yeah, that's absolutely fine you can go ahead and submit that and I will notate the account as well, um, the payments being submitted online, OK?
[CUSTOMER][NEUTRAL] OK, is that [PII], uh, deadline for me still hold if I'm doing it online or do I have?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It does, yes sir, I'm gonna notate the account and I'll also let um the the person that handles your account normally I'll let them know to to be on the lookout for that payment um yes sir that's fine.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because you won't be able to schedule it for today um I think the earliest you'll be able to schedule it for is Monday um but I will let them know that that that payment is being scheduled today, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] Alright, no problem, thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Mhm bye bye.