AccountId: 011433970860
ContactId: aa0becf8-3723-4551-9ff7-2ef3107ea7a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89099 ms
Total Talk Time (AGENT): 15117 ms
Total Talk Time (CUSTOMER): 62128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/aa0becf8-3723-4551-9ff7-2ef3107ea7a2_20250529T19:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. Um, I need some assistance. I have this, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Agencies that keeps coming back we paid some tech fees and we told them that we don't pay tech fees on months that we didn't receive premiums so I've got two groups that we didn't, we don't have any data for tech fees and I'm just trying to find out if someone can look and tell me what month we received the premiums for this group for a particular time period. Can you help me with that?
[AGENT][NEUTRAL] I can try. Uh, what's the group number?
[CUSTOMER][NEUTRAL] Hang on just a second, I had it in front of me and I accidentally backed out a lion. Bear me one second. I'm so sorry. 3206 I see is Port Nasha.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] The old group
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, 3206, so we didn't pay tech fees in the month of October. So I believe someone had previously sent some information to him stating that October premiums were paid in December.
[AGENT][NEUTRAL] OK. I, I believe you need somebody in the billing department to help with that.
[CUSTOMER][NEUTRAL] I need to call billing. OK, I'll call billing. That's OK. I wasn't sure if you guys could see it or not. OK, I'll call billing. Thank you so much, bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] All right thank you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.