AccountId: 011433970860
ContactId: bb7496e7-2823-4cf0-8839-b361f4f8fc64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 986270 ms
Total Talk Time (AGENT): 449025 ms
Total Talk Time (CUSTOMER): 367514 ms
Interruptions: 10
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/bb7496e7-2823-4cf0-8839-b361f4f8fc64_20250203T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], how are you?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEUTRAL] I'm good. Uh, I need this is [PII]. I'm down in [PII]. I'm, uh, looking to see if my clients.
[CUSTOMER][NEUTRAL] Pay their bill
[AGENT][NEUTRAL] OK. Do you have that group number?
[CUSTOMER][POSITIVE] Um, you know, that is a good that's a good question.
[AGENT][NEUTRAL] If not,
[AGENT][NEUTRAL] If not
[AGENT][NEUTRAL] That's OK. I can look it up by name.
[CUSTOMER][NEUTRAL] I have, I, I do have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, uh, one of them is 18735.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Home Comfort Enterprise. All right, let me look and see.
[CUSTOMER][POSITIVE] That's so, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Alright, here we go. Let's see. OK, so they renewed [PII]. Let's see if I can see if they've paid their bill on here. Let's see.
[AGENT][NEUTRAL] 28 active coverages.
[AGENT][NEUTRAL] Let's see, so everybody, well, looks like the pay date of January, so I don't see that we've posted the January premiums just yet. Um, if it's possible that they could be in-house. I'd have to check with our billing department or group billing department, which I can do for you if you'd like.
[CUSTOMER][POSITIVE] That'd be wonderful and uh can you, can you also check [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is elite services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, sure, let me pull that one up really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That one also has a paid to date of [PII], so I will check on both of these 108823 and then can I, what's the number I can reach you at?
[CUSTOMER][NEUTRAL] So they pay January you're telling me.
[AGENT][NEUTRAL] I'm showing I'm showing they're paid through December because it says they have a pay today through as of [PII], so nothing's been posted as of [PII]. So I'm looking for the January premiums, which means we could have them in, maybe they just we just haven't posted them yet. If you want to hold, I can call billing really quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That'd be great thank you so much.
[AGENT][NEUTRAL] OK, yeah, sure, hold on just one second.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I'm Broker Resources. Um, I have a broker on the other line. I wasn't gonna transfer him through. He just wants to know if we've received the January premium for these two groups. Can you look and see if we received the premiums?
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 18735.
[AGENT][NEUTRAL] Home Comfort Enterprise.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Last payment we get.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Why did it not be for January?
[AGENT][NEUTRAL] Uh, is it a renewal.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't think so. Maybe well, maybe it is renewal hold. OK, OK, so it is still in renewal hold, but that's weird because it's OK.
[CUSTOMER][NEUTRAL] Yeah, it was.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, the
[AGENT][NEUTRAL] Because it says it's active as of [PII], so I thought maybe it was taken off it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well that that's where I'm kind of running into an issue because if it's put on renewal hold no invoices should be generating but a February invoice was generated so it didn't generate a January invoice so.
[AGENT][NEUTRAL] Oh it was really.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it says, uh, says it was released from renewal on [PII]. OK, I see that now. OK.
[CUSTOMER][NEUTRAL] Yeah, so, um,
[CUSTOMER][NEUTRAL] If this customer service needs to request to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Bill for January. Yeah, uh, call there said this effect to it, blah blah blah and sure blah blah blah they address blah blah blah. OK, that's not what I'm looking for. Colt renewal is still on hold at the new insured on later.
[AGENT][NEUTRAL] A bill to go for it. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it looks like it was released from.
[AGENT][NEUTRAL] Yeah, on [PII], OK, uh-huh.
[CUSTOMER][NEUTRAL] Hold on the [PII], um, and the only thing that I can say, uh, assume is actually I can go and look to see if it's actually been done.
[CUSTOMER][NEUTRAL] Um, let's see, where do I need to go.
[AGENT][NEUTRAL] Probably wonder if that's gonna be the problem with this other group he's got.
[CUSTOMER][NEUTRAL] Where is.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] 187.
[CUSTOMER][NEUTRAL] 8 735.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Says it was the January was generated on the [PII], but I'm not seeing it, um, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh da da da da da, hang on.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Yeah, I'm not seeing that so that needs to be.
[CUSTOMER][NEUTRAL] What needs to take a look at that because she's the one that generates those invoices or supposed to let me see whose names on that or if there is a name on it.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 18735 request [PII] requested it.
[CUSTOMER][NEUTRAL] 18735 reporting.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright, well that's gonna have to look at that one. What's the other group number?
[AGENT][NEUTRAL] The other one is 18823 for elite service providers. Looks like it was released from renewal, hold on.
[AGENT][NEUTRAL] 12:18, so I do see a bill out here during our regular billing process, we discovered the following bill is outstanding, well that was December.
[CUSTOMER][NEUTRAL] Um, yeah, January and February have been generated. The last payment we got was for December and it was received or processed on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that was for the December payment. So we're still needing the January payment and that bill has been in February was sent out. OK, and what date was that sent out? [PII]? Is that what that was, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] January and February, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, the December was received on [PII]. Let me look to see.
[AGENT][NEUTRAL] OK, got you. So February.
[CUSTOMER][NEUTRAL] When that invoice was generated.
[AGENT][NEUTRAL] I see one on [PII]. I was just looking to see what's going.
[CUSTOMER][NEUTRAL] January was generated on [PII] so it went out on its regular scheduled time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, and then February when I see it out here it looks like you're on the [PII]. OK, OK, so we're going to follow up you're following up with Male on the 18735, um, about, um, getting the bill generated because it didn't generate for some reason and this one has generated but we haven't received the January, um, or February premium. OK, that's all I needed thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye.
[AGENT][NEUTRAL] Sorry about that long hold, [PII]. OK, here's what I found out. So the 18735, which was the Comfort, um, company that went for some reason, um, the bill didn't generate, so the lady that I spoke with [PII] and billing, she's asking to have that generated because she's not sure it was, it was in renewal and when it got taken out of renewal, it was supposed to generate a bill and it didn't for January so we're working to get that released so the group did not get a bill for January.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then on the other group, the 18823, that one, the December, we've got the December payment we did bill for December, I mean for January and February, but we haven't received the premiums uh for January yet for for the elite service provider.
[CUSTOMER][NEUTRAL] OK, uh, did I get paid on the December?
[CUSTOMER][NEUTRAL] Payment
[AGENT][NEUTRAL] Um, I, I'm not sure. Let me look. I got her.
[CUSTOMER][NEUTRAL] So you got access to.
[AGENT][NEUTRAL] Yeah see if I can
[AGENT][NEUTRAL] I think I can pull um oh goodness, don't tell me my license, my networks. Hang on just a second. I should be able to pull the statement. I'll see you're talking about for did you say December?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me go ahead and see if I can.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Goodness gracious.
[AGENT][NEUTRAL] Waiting on my computer to respond, bear with me just a second.
[AGENT][NEUTRAL] OK, finally goodness, OK, and what's your tax ID?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Wow. That's a good question.
[AGENT][NEUTRAL] I can look it up. Hang on, let me see what we have here under.
[CUSTOMER][NEUTRAL] I think I'm just doing this as a sole proprietor.
[AGENT][NEUTRAL] So, OK, let me.
[CUSTOMER][NEUTRAL] So, probably, probably just be my social.
[AGENT][NEUTRAL] OK, let's just see, let me see what we have you under. It should be what we have you under in here.
[AGENT][NEUTRAL] Is that the number ending in [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, I got like 3 corporations and and.
[AGENT][POSITIVE] Yes, you have a lot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Since some of them I hadn't touched in years. One of them I hadn't touched in a couple of years. I mean, yeah.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] Yeah, I get it.
[CUSTOMER][NEUTRAL] It's just [PII] and we.
[AGENT][NEUTRAL] And keep up with all that stuff.
[AGENT][NEUTRAL] Sure it's hard to keep up with that stuff sometimes. Let's see, I'm trying to pull the first part of.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] see what's going on.
[AGENT][POSITIVE] Oh here we go. I found you. Let's see what I've got.
[AGENT][NEUTRAL] So I do see we paid 12 uh payment on 12-1 to 1215. Let's see statement period beginning balance 665 10 total commission earned during the period 315-14.
[AGENT][NEUTRAL] And that was for Home Comfort Solutions 18735.
[CUSTOMER][NEUTRAL] Right, but the other one for elite, they, they, they just got a statement in last week.
[AGENT][NEUTRAL] Mhm, yeah, they just pay, she did, yes, they just paid the December bill on [PII] um for December, so that's why.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I should be getting a commission check in the next day or two for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, you should, yeah, let me just look and see if there's anything out here just uh I think I just have the first part out here. We don't have the second part of January out here just yet, so.
[CUSTOMER][NEUTRAL] How do you get all that information? You, you got access to some, some heavy duty information.
[AGENT][NEUTRAL] Oh, I don't know. I, I mean.
[CUSTOMER][NEUTRAL] Like you're with the CIA or something. God damn, man, you, you, you got some security clearance over there.
[AGENT][NEUTRAL] No, I'm not the CIA.
[AGENT][NEUTRAL] No, I just figured out, hey, I can go in this system. People ask for their commission statements all the time, so I have a place where I can just go pull them, so.
[CUSTOMER][NEUTRAL] I can't imagine why.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well those are important questions that you guys need answers to.
[AGENT][NEUTRAL] Yeah, I don't have, I don't have all the January commission out here just yet, so it should be showing up. I would like you said here pretty soon because that was paid on the [PII]. So, um, I don't see the, I don't let me see, hang on one second, just make sure I'm overlooking.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] If y'all had that money since the [PII], I, I, I'm, I'm, I'm gonna need my commission.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, right, yeah, so, um, I'm sure it's generated. I just don't have access to that just yet. It probably just hasn't populated out here just yet. Do you have online access to see your stuff?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] No, not to see my stubs. I, I have it to see my, uh.
[CUSTOMER][NEUTRAL] You know, when the commission shows up.
[AGENT][NEUTRAL] Yeah, that's what I meant. So you have, uh, so have you been online to see if you can see your commission online or you probably can't if I can't because usually it's.
[CUSTOMER][NEGATIVE] Uh, I, I was scared to go online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, when before it goes online they send out an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, then it's not out there.
[CUSTOMER][NEUTRAL] Because your commission statement is available.
[AGENT][NEUTRAL] OK, OK. Yeah, so it's not out here just yet because I, I can't see it either. I think as soon as it's available, we can see it as well. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But sometimes, sometimes out of desperation, even when that little email has not been sent, I'll go check.
[AGENT][POSITIVE] Oh, OK. Well, it's always good to go check for sure.
[AGENT][NEUTRAL] Yeah, you just better safe than sorry.
[AGENT][POSITIVE] Definitely wanna make sure you're getting your commission.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, I don't, my, my, my, uh, income may not be fixed, but it's, I sure am broke. I mean, I, I.
[AGENT][NEUTRAL] No, I understand. Everything's expensive these days.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] And getting the price of eggs is crazy.
[AGENT][NEUTRAL] Isn't it?
[AGENT][NEUTRAL] Yeah, everything costs a lot more these days for sure, but yeah, but I'm gonna, she's um I'm working to get that other bill released so as soon as I know that the bills are released on that, um, the other group, I'll, I'll let you know, um, as soon as she gets that corrected, OK? Was there anything else that I can help with or anything else you needed?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Groovy
[CUSTOMER][POSITIVE] That all hold me, that should hold me. Thank you so, so much.
[AGENT][POSITIVE] All right. All right. You have a great day, [PII], and we'll talk to you later.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye-bye.