AccountId: 011433970860
ContactId: c94b6982-f3da-4096-ab4b-48bfd92ebab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 671900 ms
Total Talk Time (AGENT): 181375 ms
Total Talk Time (CUSTOMER): 253689 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c94b6982-f3da-4096-ab4b-48bfd92ebab8_20250128T14:14_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] with billing. How may I help you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes good morning can I please speak to um.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] or [PII], please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] I can help you with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Has to be uh.
[AGENT][NEUTRAL] Just one moment, let me get that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there something that I might be able to help you with?
[CUSTOMER][NEUTRAL] Um, probably so. OK, so I received an email yesterday from both in regards to risk of termination for ML Automotive Florida location.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And OK, so the group has confirmation that APL received their premium payment via FedEx on the [PII], um, they provided yes, but somehow [PII] yesterday, uh, [PII] confirmed that somehow payment is not in house and may have gotten lost.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the, um, what is that group number?
[CUSTOMER][NEUTRAL] 21401.
[AGENT][NEUTRAL] 24101.
[CUSTOMER][NEUTRAL] 21401.
[AGENT][NEUTRAL] 21401.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Just a moment, I'm
[AGENT][NEUTRAL] Check everything out.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh huh as our contact.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, she's the main contact. Yes, I'm calling from the broker's office.
[AGENT][NEUTRAL] OK, I just wanna make sure I've got everything right here. Can you verify the um.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] Your email or?
[CUSTOMER][NEUTRAL] Mine, yes, [PII].
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] And do you have the um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Group address by chance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, hold on
[CUSTOMER][NEUTRAL] The [PII] location um.
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that the one that you have?
[AGENT][NEUTRAL] That the [PII].
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking to see what we have.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, [PII], I'm just checking on everything else just to make sure we've got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], what is a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when did you say they mail you said on the [PII]?
[CUSTOMER][NEUTRAL] On the [PII] was received from APL's office.
[AGENT][NEUTRAL] And which office?
[AGENT][NEUTRAL] Uh, I mean, where at? I mean which address did you send it to?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or did they send it to?
[CUSTOMER][NEUTRAL] They send it to OK they send it to [PII], and it was delivered on the [PII] at [PII] It just has a digital thing.
[AGENT][NEUTRAL] OK, now we're no longer at that address. That's not our.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] But you said
[CUSTOMER][NEGATIVE] So that's not the correct address.
[AGENT][NEGATIVE] No ma'am, that is not the correct address, so that's probably the reason why we haven't gotten it.
[CUSTOMER][NEUTRAL] Hold on, so they have a pay to the order of PO [PII].
[CUSTOMER][NEUTRAL] But I see it was delivered.
[CUSTOMER][NEUTRAL] To a different address.
[CUSTOMER][NEGATIVE] And these are not uh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, so then, OK, so this is the address that she and this is not the.
[CUSTOMER][NEUTRAL] But that's weird because how how long ago was the address?
[CUSTOMER][NEUTRAL] This is not the address. How long ago was it updated?
[AGENT][NEUTRAL] No, I it's been.
[AGENT][NEUTRAL] Uh, December.
[CUSTOMER][NEUTRAL] December of last year?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that may be it because they're sending November, December, January and OK so that's not the correct address and was I not OK and was the group notified of the different address payment payment address?
[AGENT][NEGATIVE] That is not the correct address.
[AGENT][NEUTRAL] They've been notified on the invoices has our correct address on there.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, so then that has to be stopped. OK, so standard mail. I see it's the PO box this OK.
[CUSTOMER][NEUTRAL] Is it the [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so who would be in this location? Is there anyone in that location, the [PII]?
[CUSTOMER][NEUTRAL] It or is that not in um American Public Life?
[AGENT][NEUTRAL] It's not American Public Life.
[AGENT][NEUTRAL] Anymore.
[CUSTOMER][NEUTRAL] So they received it.
[AGENT][NEUTRAL] There is another
[AGENT][NEUTRAL] You said that they received it on the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct, it was, it was received there's a digital.
[CUSTOMER][NEUTRAL] Proof of um that somebody received it.
[AGENT][NEUTRAL] Did you, does it say who received it?
[CUSTOMER][NEUTRAL] No, it doesn't. I have proof here but it's just a signature. It doesn't say who.
[CUSTOMER][NEUTRAL] On the copy that the group provided I'm scrolling down just in case.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so this is not the correct one. OK, so then let me reach out to them because I did let me reach out to um send an email to [PII] and [PII] because they did notify that if payment is not received by the [PII], by the [PII] at [PII] the group was going to be terminated.
[AGENT][NEUTRAL] OK, um, just let them know, I mean, if you give them the information, I mean, as long as we have it in writing and give us the information that you just gave me as far as that and let us know so we can research and did they say if it was forwarded or anything?
[CUSTOMER][NEUTRAL] I'm sorry, repeat that again?
[AGENT][NEUTRAL] Did they say if it was forwarded?
[AGENT][NEUTRAL] But um, OK.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEGATIVE] No, the cash has not been even cleared at all.
[AGENT][NEUTRAL] Oh, no, ma'am. Um, all right. Um.
[CUSTOMER][NEUTRAL] OK, so let me get with the group then.
[AGENT][NEUTRAL] And I'll check on this end as well, [PII], um.
[AGENT][NEUTRAL] Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, no, that'll be all thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII], and I'll look into, uh, look at this as well, and, and we can.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do that.
[AGENT][NEUTRAL] See what's going on with that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect thank you alright bye.
[AGENT][POSITIVE] And thank you so much and you have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You too