AccountId: 011433970860
ContactId: d175b258-3d54-45c4-aace-85269dfe7b68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 65155 ms
Total Talk Time (CUSTOMER): 85823 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d175b258-3d54-45c4-aace-85269dfe7b68_20250217T19:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, I can barely hear you. Who is this?
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over Broker Resources. Can you look at a group with me? They're, um, questioning if they're behind on their bill. It kind of looks like they do, but then some other people are paid up a little current than others, so it's an old group. I just wanted to get someone else's eyes on it to make sure I'm looking at it correctly.
[AGENT][NEUTRAL] OK, um, what's a good number?
[CUSTOMER][NEUTRAL] Correct number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I just.
[CUSTOMER][NEUTRAL] It looks like most of them are paid through December, but then there's a couple of us paid up to March, I think, but I just wanna make sure.
[AGENT][NEUTRAL] Can you find my email can I just send it.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Something going on with that I have to eat.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] They have a payment, um, so are they, let me see.
[CUSTOMER][NEUTRAL] You know, the broker's office. I was just wanting to know they want to check back to see if this group was behind on their payments so like it kind of looks like they are, but I want to make sure.
[AGENT][NEUTRAL] Yeah, we have a January payment that we can't process because since we don't have the backup. Let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So we do have the January premiums we're just waiting on additional information before we can.
[CUSTOMER][NEUTRAL] Post the premium
[AGENT][NEUTRAL] For only
[AGENT][NEUTRAL] Actually we don't have it. I thought.
[CUSTOMER][NEUTRAL] I know, I, you know, I went and looked out in the
[CUSTOMER][NEUTRAL] Um, then on base it look like it comes in a different way. It's like gonna this one is lockbox thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see that.
[AGENT][NEUTRAL] It's just the ACH. I'm saying that works so.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, lockbox is like how we get paid. It's like the ACH thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we're still
[AGENT][NEUTRAL] We're still waiting on January, but I thought
[AGENT][NEUTRAL] I thought that we had their premium.
[AGENT][NEUTRAL] Cause I remember needing a backup.
[AGENT][NEUTRAL] But I don't see it.
[AGENT][NEUTRAL] Cause we are waiting on January and February for that.
[CUSTOMER][NEUTRAL] OK, so we haven't received any premiums for January?
[AGENT][NEUTRAL] I guess not, but I like remember asking [PII] about a backup like a week or two ago, but I don't see it in my work flow now, so I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK. Well, I can call her and ask her. That's not a problem. You talked to [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can reach out to her and see just to make sure because I don't wanna go back and tell them that we're behind if we actually do because then they'll go to the group that don't cause any problems. So yeah, I'll ask [PII]. She may and see if she has any information on it, not a problem.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] Mm bye bye.