AccountId: 011433970860
ContactId: d117bcb8-4192-4b09-b940-ac8d1ce86711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 971950 ms
Total Talk Time (AGENT): 390091 ms
Total Talk Time (CUSTOMER): 338071 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d117bcb8-4192-4b09-b940-ac8d1ce86711_20250206T13:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi Meet, it's [PII] with NAS. How are you?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing great, thank you. I'm hoping you can help me um figure out an invoice for one of our groups.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that group number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes, it is, hold on, I just have that.
[CUSTOMER][NEUTRAL] It is 239-82.
[AGENT][NEUTRAL] 239-82.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Just one moment. Let me get that pulled up for you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK, [PII], what's the name of that group?
[CUSTOMER][NEGATIVE] Um, I'm not gonna even try to pronounce it, P A N Y U Corp, doing business as Canoa.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and do you by chance, [PII] have um.
[AGENT][NEUTRAL] Their address?
[AGENT][NEUTRAL] If you don't, that's fine.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm looking on their bill [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, [PII], um,
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] And who do you have as a contact for them?
[CUSTOMER][NEUTRAL] Um, I don't have that, uh.
[AGENT][NEUTRAL] OK, what invoice are you looking at, [PII]?
[CUSTOMER][NEUTRAL] So it is invoice number.
[CUSTOMER][NEUTRAL] 6380125. It's the February invoice.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] So I just like uh most people are list not most there's several people on here that are listed twice. I'm assuming that's for a back premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] At first glance, that's what it's looking like.
[AGENT][POSITIVE] And I can tell you for sure.
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] [PII], yes, that's January and February.
[CUSTOMER][NEUTRAL] OK, so if the January invoice is open and [PII] is on that invoice as well.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] If they were to pay the January invoice and then pay the February invoice, they'd have a credit. Is that correct?
[AGENT][NEUTRAL] Well, let me see what's going on here. Why they billed twice.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Cause that just doesn't make sense to me.
[AGENT][NEGATIVE] Well, no, it doesn't.
[AGENT][NEUTRAL] So, but we're gonna find out.
[AGENT][POSITIVE] And we can fix that.
[CUSTOMER][NEUTRAL] And then there's one person on.
[CUSTOMER][NEUTRAL] The February invoice that's on there 123456 times.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's, uh, well, that one too. She's, that one's on there 4 times, but it's on down, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. No, I can look at that.
[CUSTOMER][NEUTRAL] So I don't know if
[CUSTOMER][NEUTRAL] 6 months' worth of premium or?
[CUSTOMER][NEUTRAL] This is, I mean, I, I, I just, I wish.
[AGENT][NEUTRAL] We're gonna, we're gonna look at that. So, let's see. So,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I wish I understood.
[AGENT][NEUTRAL] It's OK. It's OK. I mean, sometimes it gets, I mean.
[AGENT][NEUTRAL] When they're not bills like that.
[AGENT][NEUTRAL] We'll back bill them like that.
[CUSTOMER][NEUTRAL] Right, and I, I understand that. I just wish, I mean, even when I was at APL this was a complaint we always have broker resources. How come the invoice doesn't say this line is for January premium, this line is for February premium.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But it does.
[CUSTOMER][NEUTRAL] But where?
[AGENT][NEUTRAL] Um, where it says month.
[AGENT][NEUTRAL] Let me see you got the paper invoice so let me see.
[CUSTOMER][NEUTRAL] I downloaded the paper and the uh.
[CUSTOMER][NEUTRAL] Excel
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I'm just missing it.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Where it says bill period.
[AGENT][NEUTRAL] It should say, let me see, on the paper invoice.
[CUSTOMER][NEUTRAL] On the paper invoice.
[AGENT][NEUTRAL] Um, it should, uh, it's under bill period. It will tell you January.
[AGENT][NEUTRAL] February, and which, which months on that.
[CUSTOMER][NEGATIVE] Well, no, no, no, I, I get that. I, I get that. I'm talking down where like where [PII] is listed twice and [PII] is listed 4 times. How come that line doesn't say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is for
[CUSTOMER][NEUTRAL] You know, if, if that's that premium, how come it doesn't identify the month that it's for?
[CUSTOMER][NEUTRAL] Down there on the individual lines where the people are listed. It just has policy number, name, social, product, build, adjustment, due, and comments.
[CUSTOMER][NEUTRAL] There's no
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Milder Alonzo is listed twice when people get this invoice, they think, well, why did they duplicate it? Well, we know because we're on the other side that it's for 2 months' worth.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely. I, I mean, I get what you're saying. OK, so you are correct on [PII] uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That got billed.
[AGENT][NEUTRAL] An era
[AGENT][NEUTRAL] I'm gonna correct this as I go.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much for taking the time to do that, Mellette. I appreciate that.
[AGENT][POSITIVE] Oh, you're so welcome. I mean, that's what we're here for is to make sure that it's correct.
[AGENT][POSITIVE] And we're gonna get it taken care of and all right, so [PII], let me see about [PII].
[AGENT][NEUTRAL] And, uh, [PII], what is a good callback number just in case?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much. OK. Let's see, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me get my ruler here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's on January.
[AGENT][NEUTRAL] Well, let's see why they billed her back.
[AGENT][NEUTRAL] OK, now, on [PII], it looks like, um, she had been terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was going to terminate her policy?
[AGENT][NEUTRAL] And um, so they took the group said, I mean took her off with no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Laps in coverage, so we had to back bill it.
[CUSTOMER][NEUTRAL] OK, so can you tell me what month those are for?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] For December.
[AGENT][NEUTRAL] Wait a minute, let me see.
[AGENT][POSITIVE] I do apologize. I'm looking at this as we go.
[CUSTOMER][NEUTRAL] You're fine. And if Meet if you need to review all of it and then give me a call back, that's fine too.
[AGENT][POSITIVE] Well, that might be better that gives me a time enough to look at this and see and get it corrected as we as I go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] Then once I get it all corrected and everything, then you would be able to download it uh a new one so um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it should, but [PII], I mean on here like I said, it tells which months I mean I know what you're saying, but it does tell which months on here that they're down I mean that they're 4.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Um, if you're.
[CUSTOMER][NEUTRAL] Each line tells it.
[AGENT][NEUTRAL] It does. I mean like on the month on the online service center, are you on the online service center?
[CUSTOMER][NEUTRAL] I am mhm.
[AGENT][NEUTRAL] OK, if you will look where it says month it's got their, their policy, their name, their social, and then it's got the month and it'll say [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] OK, which, um, which screen are you looking on?
[CUSTOMER][NEUTRAL] So like I'm looking at the group and I'm looking at.
[AGENT][NEUTRAL] On the open invoices.
[CUSTOMER][NEUTRAL] OK, OK, hold on, let me get there. Let me get to the billing.
[AGENT][NEUTRAL] I'm sorry, I know it's different for y'all than it is for us.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, well, and I think it's even different for me than it is for the broker in the group, so.
[AGENT][NEUTRAL] Right. And I just wanted to make sure, but just so you, you're aware that it does show, so you, you'll know what I'm looking at, how I can tell which marks.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, so I'm looking at open invoices.
[AGENT][NEUTRAL] Mhm. And you're.
[CUSTOMER][NEUTRAL] And then there's 2.
[CUSTOMER][NEUTRAL] There's 2 open invoices, is that what you see?
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Pull up the February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when you say pull it up, how do you mean what do you, what are you clicking on?
[AGENT][NEUTRAL] Click on uh click on the invoice number not where it says print, not under print but invoice number and it brings everybody down at the bottom.
[CUSTOMER][NEUTRAL] Yeah, it doesn't. Oh, there it goes. It finally popped.
[CUSTOMER][POSITIVE] Meet, I love you.
[CUSTOMER][NEUTRAL] Look at that, girl, girl, I wish, I wish it would print that on the invoice. That would be so much easier. OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] It does on the paper one.
[AGENT][NEUTRAL] I don't know about the print where, where you print it. I'm not sure about that part, but I know it does on the hard copy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That they get that they receive in the mail or whatever, OK. OK.
[AGENT][NEUTRAL] It does. Yes, yes, it does. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I can, but I mean if that helps right there to know which month but like I said I'm gonna go through here and I'm gonna see what's what on here and get it corrected because.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And make sure like that one for um [PII].
[CUSTOMER][NEUTRAL] Right?
[AGENT][NEUTRAL] He was on the like you said, he was on the January, but I'm gonna make sure that these are all.
[CUSTOMER][POSITIVE] That, yeah, that I mean that makes sense. I'm, oh, I'm so glad I called so that I could.
[AGENT][NEUTRAL] Cohesive, right.
[AGENT][NEUTRAL] So, so, so, but you see what I'm talking about where I say months.
[CUSTOMER][POSITIVE] So glad.
[CUSTOMER][POSITIVE] Yeah, yeah, I, yeah, I got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome. OK, well, that would be fabulous if you can go through and look um.
[CUSTOMER][NEUTRAL] And just make sure that everything is is the way it should be, then I can let [PII] know the broker that you know the reason some of these are on here twice is because of that premium so um.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Oh, thank you so much, Mellette. You've made my day.
[AGENT][POSITIVE] You are so welcome. Well, I'm glad I made somebody's day.
[CUSTOMER][POSITIVE] Well, you, uh, you always have. I always loved when I was in Broker Resources and I got to talk to you, so I.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Oh, well, thank you. You're too kind.
[CUSTOMER][POSITIVE] Because you're always so kind, so.
[AGENT][POSITIVE] Well, I appreciate it. I try.
[CUSTOMER][POSITIVE] Well, you are successful, so, OK, I sure do appreciate you.
[AGENT][NEUTRAL] Well, I've
[AGENT][POSITIVE] Well, I appreciate you too, [PII]. Thank you for calling APL and is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, I'm good.
[AGENT][POSITIVE] All right. Well, I will give you a call as soon as I get this taken care of and review this, and we will go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII], if you, if you just wanna shoot me an email, that's fine too.
[AGENT][NEUTRAL] OK, [PII], what is your email?
[CUSTOMER][NEUTRAL] OK, so it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. So, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] All right, [PII]. Well, I appreciate it and I will look at this and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Get it taken care of for you.
[CUSTOMER][POSITIVE] Thanks, [PII]. I hope you have a good day.
[AGENT][POSITIVE] You as well, [PII]. Thank you for calling APL and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.