AccountId: 011433970860
ContactId: d29603d4-9d6e-4ad8-9805-a8e288e07f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1000479 ms
Total Talk Time (AGENT): 309798 ms
Total Talk Time (CUSTOMER): 289476 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/d29603d4-9d6e-4ad8-9805-a8e288e07f74_20250304T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] with Bank of the Creo Peru.
[CUSTOMER][NEUTRAL] Uh, I was calling because I sent an email like last week about some pending credits from January that we were supposed to receive on the March invoice and we haven't, so I was calling to see if I could get some help with that. I can give you the group number if you need.
[AGENT][NEUTRAL] Yes ma'am, and I apologize. I didn't quite get your name. What was that?
[CUSTOMER][NEUTRAL] My name is [PII] from Banco de Credio de Peru.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] Agency.
[AGENT][NEUTRAL] All right. And what was that group number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What was the group number?
[CUSTOMER][NEUTRAL] The group number is 25962.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. Would you verify your mailing address and phone number for me, please?
[CUSTOMER][NEUTRAL] Yes, the, the mailing address is gonna be [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] And the phone number, the phone number is gonna be like the main user of the account I'm assuming that is my manager.
[CUSTOMER][NEUTRAL] Or I can give you my phone number. It needs to be the phone number associated with the account.
[AGENT][NEUTRAL] What's that phone number?
[CUSTOMER][NEUTRAL] OK, hold on one sec.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. OK, I have that.
[AGENT][NEUTRAL] All right, and you said there was some March credit you were looking for?
[CUSTOMER][NEUTRAL] Yeah, because on January we got charged for the for like 5 employees that were no longer working with us and then we follow up, send an email, and they say that we will receive you guys say that we will receive it on March, but we didn't, so I was seeing.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Alright, let's see what was the last name of the employees that um you said it was in January?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[CUSTOMER][NEUTRAL] The next one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If you have an email, I can forward you the information.
[AGENT][POSITIVE] Oh, yes, ma'am, that would be fantastic. It's gonna be my name, [PII].
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's gonna be [PII] [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I mean, no.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So you say it was [PII], it's gonna be [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] and then the last name you said it was [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] IED.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me know if you get it. I just send.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I said I didn't want to. You said the last name was, uh, well, let's do something. I'm gonna give you my email and then you can email me there and I'll then send the information to you because it's not going.
[AGENT][NEUTRAL] If um let's see here.
[CUSTOMER][NEUTRAL] Oh, mine, whenever you're ready.
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] It's gonna be B as in boy.
[CUSTOMER][NEUTRAL] [PII] as in [PII]. E as [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Add
[CUSTOMER][NEUTRAL] [PII] C P B [PII] C [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's see here.
[CUSTOMER][NEUTRAL] So it's the [PII].
[AGENT][POSITIVE] All right, that should be coming right over.
[CUSTOMER][POSITIVE] OK, I got it. I'm gonna send it to you one second.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, here we are.
[AGENT][NEUTRAL] Alright, so let's take a look at this on the January invoice.
[AGENT][NEUTRAL] OK, there we go.
[AGENT][NEUTRAL] Last one.
[AGENT][NEUTRAL] OK, so I do see all those on January. Should they have been termed at that point?
[CUSTOMER][NEUTRAL] So, all of them have been turned at that point. Um, the only one, [PII], he was, he was, he was being billed to us, but he belongs to other um company.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, he is the only one that is not there.
[AGENT][NEUTRAL] Within your group?
[CUSTOMER][NEUTRAL] No, he, he should have been like, it, it has been corrected now, so if you look for his information, he's probably already in the other bill.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright, so I'm not 100% sure about his, but let me check the other ones. Let's see.
[AGENT][NEUTRAL] I only say that because that might be something that has to be worked out between the two divisions with that money. I'm not 100% sure of that, but let me just look at the rest of these first. All right, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Lapsed
[AGENT][NEUTRAL] All right, [PII]
[AGENT][NEUTRAL] OK, so what was her term date?
[CUSTOMER][NEUTRAL] For [PII], I think it was [PII]. Let me double check.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so if that's the case, then we have a month here we need to.
[CUSTOMER][NEUTRAL] Yeah, for for [PII] was [PII].
[AGENT][NEUTRAL] All right. So let me get in here and do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] But I kind of needed her because I realized that the issue was that she was still in the employees and that's why we haven't been receiving like her.
[CUSTOMER][NEUTRAL] Premium every month and I terminated her like a few days ago, but she has been terminated since [PII].
[AGENT][NEUTRAL] OK, well, I have her paid excuse me, I have her paid until [PII], so I do have a month of premium that I should back out and I can I can send to you guys as a refund. So let's go through the rest of these here real quick, um.
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] She is now lapsed in the system, but uh um [PII] that is um so I just need to back out one of those months that was paid for.
[AGENT][NEUTRAL] OK. And then the same looks like for [PII]. What was her term date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we got the same thing for her.
[AGENT][NEUTRAL] And I apologize. I, um, I'm the one that manages this group's payment, so I, I, I have not seen that email, and I'm so sorry that I haven't gotten this done for you yet. Alright, let's see, [PII].
[CUSTOMER][POSITIVE] No, no, that's OK. Don't worry. We're getting sorted out now, that's what it matters.
[AGENT][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] OK. How about [PII]? When was his termination date?
[CUSTOMER][NEUTRAL] For who, sorry?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Oh, that's the one that we probably are gonna not gonna sort today because I'm not sure what the situation, yeah.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see and uh.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Right, here we go.
[AGENT][NEUTRAL] OK, so for [PII], I have a paid due date of [PII]. So what was her termination date?
[CUSTOMER][NEUTRAL] One second, let me double check that.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Oh, I think I found though, um, it looks like premium was backed out, so I do have, depending on her termination date, I may have um a premium available to refund.
[CUSTOMER][NEUTRAL] So, for [PII], it's gonna be [PII].
[AGENT][POSITIVE] OK, so I do have premium that I can refund on her as well. It just doesn't have to be backed up because it's already backed out. All right.
[AGENT][NEUTRAL] Let's see um.
[AGENT][NEUTRAL] All right, and let's see. The last one is, is it [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII]. That's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Here we go. I do have a month that I can back out for her as well. OK, so what I'll do is I will back out the month of premium for uh each one of these and then I already have the one for uh [PII] so.
[AGENT][NEUTRAL] What I can do is apply them to let's see what you have.
[AGENT][NEUTRAL] Oh, you don't have any open invoices, OK.
[AGENT][NEUTRAL] I can, I can either refund it, do a refund check or we can apply them to your next bill that has not generated yet and it will not generate until later this month.
[CUSTOMER][NEUTRAL] OK, we're gonna do that for then for the April invoice if that works.
[AGENT][NEUTRAL] OK, sure thing, I will make myself a note to do that as soon as those April invoices generate, but I will go ahead and back those um premiums out now so that.
[AGENT][NEUTRAL] Um, I know to get those put on that next invoice.
[CUSTOMER][NEUTRAL] You got it. Do you mind sending me like, um, yeah, sorry?
[AGENT][NEUTRAL] Now for
[AGENT][NEUTRAL] that will for the um [PII]'s about that I um.
[AGENT][NEUTRAL] I gotta think about what to do for him. Let me get back to his real quick.
[AGENT][NEUTRAL] Because that is something.
[CUSTOMER][NEUTRAL] So for [PII], it's OK. We can, because I'm not clear of his situation also and I don't wanna make any changes and affect his coverage. So I'm gonna talk with my manager so I get more clarity and then I can uh we can sort it out after.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so whatever you guys come up with this is something that we can do to help just let me know.
[AGENT][NEUTRAL] I will send you a confirmation email of those others um termination dates or the.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] The policy effective dates and um I will get those credits applied to the April invoice.
[CUSTOMER][POSITIVE] Thank you so much for that. I really appreciate it.
[AGENT][NEUTRAL] Was there anything else? I know it seems like a lot, but if there's anything else.
[CUSTOMER][NEUTRAL] No, that was.
[CUSTOMER][POSITIVE] No, no, no, that was all for today. I really appreciate your help.
[AGENT][POSITIVE] Oh, no problem at all. I'm glad I could help.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I hope you have a great rest of your week. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too, [PII]. Take care.
[AGENT][NEUTRAL] Mhm. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.