AccountId: 011433970860
ContactId: d26e0ff1-4ed4-49e4-8a50-826a44967377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251740 ms
Total Talk Time (AGENT): 120422 ms
Total Talk Time (CUSTOMER): 113265 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/d26e0ff1-4ed4-49e4-8a50-826a44967377_20250117T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] Broker Resources. Can you look at this group with me?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK. It's 25003.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Motorcycles of Lafayette, have they paid anything? I think the broker's calling me, um, because their, their invoices didn't generate until 2 until [PII] for November, December and January because they had it was in renewal hold. So he's saying that they paid in November online and that he personally mailed in, uh, December and maybe January and I was just trying to see if we have any premiums in house that haven't been posted.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, let me check real quick, so yeah, you're welcome so it does look like November was paid. Let me check and see if we've got any um payments in house. Let's see.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I don't show that we have anything that's not been posted um we just received November. Let me open that up and see if it's got any information on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do show an image that's out and on base for [PII]. I just went out there and there's a check out there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that's what I'm looking at too, um, that check, um, it covered November and they
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Send that with the October invoice probably because November wasn't ready yet um but yeah I don't see anything else that we've received um if they can provide us with more information you know if it was ACH or check or if they could provide us with check numbers you know if we need to do some more research if they show that it's cleared or something if they can just provide us with that information and you know we can do some more research if we need to.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you're saying the check I got their image then that went towards November.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, so is November paid in full?
[AGENT][NEUTRAL] Uh, it is, yes.
[CUSTOMER][NEUTRAL] OK, and because he's saying that they paid online so we don't show that there was an online payment for November.
[AGENT][NEUTRAL] Right, um, it, it's been, it's showing submitted, but um, yeah, let me, let me just open the audit real quick on the invoice and make sure, um, but I mean if it wasn't available due to the renewal I doubt it was paid online but let me just double check.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well, I let him know after it was released that they could go out online and pay it, so I think that's what he's thinking they did.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me open this up. OK, no, so it looks like I actually um went in and balanced this invoice and posted it, um, so.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[AGENT][NEUTRAL] Yeah, it doesn't show, so I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure what he what they may be thinking on that one but.
[CUSTOMER][NEUTRAL] Yeah, no worries, I'll get back with him and let him know that we did get the check that was mailed in for the 1507-35 and that went to to the November payment, but we do not show an online payment from the group, um, and if they feel like they have, we need to know when they submitted it and all that good stuff with their confirmation because I get a confirmation when they pay it obviously so yeah, OK, he may just be assuming that they did.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, they do. Let me see.
[AGENT][NEUTRAL] Hold on, let me open that he might mean December let me open this one up hold on.
[CUSTOMER][NEUTRAL] Yeah, because they're supposed to pay in November, December, and January is what they're trying to pay.
[AGENT][NEUTRAL] It might mean December.
[AGENT][NEUTRAL] OK, he just paid December, so that one is the one that he paid online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so December we got December page, so we are just the aging January.
[AGENT][NEUTRAL] Yes, so it looks like January is the one that's outstanding, so they're paid to 11.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] OK, that's awesome thank you so much. I'll let him know.
[AGENT][POSITIVE] OK. All right, no problem. Bye. You too, bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thanks bye.