AccountId: 011433970860
ContactId: d060dca0-4193-417b-88a0-25031252dfbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 550539 ms
Total Talk Time (AGENT): 148924 ms
Total Talk Time (CUSTOMER): 289093 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d060dca0-4193-417b-88a0-25031252dfbe_20250317T19:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Could you repeat your name one more time? I couldn't get it.
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing today?
[AGENT][POSITIVE] Hi, I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] All good, all good. I was calling, I can give you the group number. I need some billing help.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead with the billing number.
[CUSTOMER][NEUTRAL] The group number is 25962.
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, for sure. My name is [PII].
[CUSTOMER][NEUTRAL] The size
[CUSTOMER][NEUTRAL] And a good callback number is gonna be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And you say your name is [PII]?
[CUSTOMER][NEUTRAL] No, [PII]. I'm the other contact person in the company.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me look at the notes real quick.
[AGENT][NEUTRAL] OK, OK, and may I have the mailing address on file and the name of the group for verification?
[CUSTOMER][NEUTRAL] You want the mailing address?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and how may I assist you with the billing?
[CUSTOMER][NEUTRAL] So, I need help because we have been deal for one employee uh named [PII].
[CUSTOMER][NEUTRAL] And he doesn't belong to our group like Banco de Credito, Miami. He doesn't belong to that group, and we fixed the issue to move him to the billing group that he belongs to, but we didn't receive those credits that we were charged from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, my, the help that I need to see is seeing how can I get those credits but without terminating that employee because he, he's active but not with our organization. I don't know if that makes sense.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so he's active but not with this group, um, is he supposed to be under another group?
[CUSTOMER][NEUTRAL] Yeah, in other billing, no hours.
[AGENT][NEUTRAL] OK, so he basically needs to be removed from your, go ahead.
[CUSTOMER][NEUTRAL] As you, if you check the.
[CUSTOMER][NEUTRAL] Sorry, I said that he was removed from our bill. He was removed in February, so he doesn't appear in February, March. We haven't received April, uh, but he does appear in December and January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] December and January, OK.
[AGENT][NEUTRAL] Uh, you want to check on the credits for those 2 months for him, for Mr. [PII]. OK. Uh, let me check with your billing department and see what we can do and see if we have a credit coming to you or how you can get that credit applied, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] Hi, I'm good, thank you. Um, I have a group on the line that she said that um they're supposed, well, they already removed the person from the policies, but she said there's supposed to be like a credit for two months that she don't see the credit and she wants to know how is this gonna be applied or is it gonna be sent to her or what can we do about that credit. Um, but um the group number is 259-62.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she said her name is [PII]. She has spoken with us before. Um, I fully verify her. The callback number for her is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the member, the last name of the member is [PII], um.
[AGENT][NEUTRAL] I don't know if you need the first name. I can get it for you, but yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what was the last name?
[AGENT][NEUTRAL] For the member [PII] is the last name.
[CUSTOMER][NEUTRAL] about that, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Yeah, um, yeah, I'll find them. You can go ahead and put her through, and I will see what we can do about that credit.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, Miss [PII]. Here she comes.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Ms. [PII]. I got Miss [PII] on the line. She's in the group billing department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing?
[CUSTOMER][NEUTRAL] Hi [PII], all good, all good. How about yourself? Good. I'm doing well, thank you. Um, so I did speak with Soul and she gave me your group's information, so I do have your group pulled up, um, she did let me know that you were calling about a member who had terminated, um, and I believe she said that termination was processed but that you were inquiring about the months that were supposed to be credited, is that right?
[CUSTOMER][NEUTRAL] No, not quite right. So the employee is [PII]. I can give you his number, his policyholder number if you need.
[CUSTOMER][NEUTRAL] OK, yes, what's his num what's his policy number?
[CUSTOMER][NEUTRAL] It's gonna be 25.
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] 523.
[CUSTOMER][POSITIVE] OK, thank you. Let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got [PII] pulled up.
[CUSTOMER][NEUTRAL] So thank you. So what happened with him, he was uh initially in our bill for the month of December and January, but he doesn't work with us, he works with another company, so he was removed from our bill so he won't appear in the month of February and March.
[CUSTOMER][NEUTRAL] Uh, so I was calling to see how can I get those credits, but he hasn't been terminated because it's, it wasn't an issue being terminated or not. It's just being in the wrong group.
[CUSTOMER][NEUTRAL] OK, OK, I understand so let me see.
[CUSTOMER][NEUTRAL] So so it looks like we've already placed him with the correct group um let me look.
[CUSTOMER][NEUTRAL] One second and let me, so February and March, let me look at the notes and make sure they have that reflected um for.
[CUSTOMER][NEUTRAL] February, let's see, so we moved him from 259-62, which is the group you're calling about over to 259-69 so we need to credit back it's for February and March, right?
[CUSTOMER][NEUTRAL] No, the credits I need back are from December and January, OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It looks like you guys don't have um an invoice that's currently open for me to credit so what I can do is I can issue a refund for the.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?