AccountId: 011433970860
ContactId: e5172a9e-f14f-40b5-aea6-272217024618
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1020979 ms
Total Talk Time (AGENT): 395887 ms
Total Talk Time (CUSTOMER): 180909 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/e5172a9e-f14f-40b5-aea6-272217024618_20250324T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you doing today?
[AGENT][POSITIVE] Hi, I'm doing well. How are you?
[CUSTOMER][NEUTRAL] All good, all good. This is [PII] with Banco the Creo de Peru. I think we spoke on the phone before, but today I'm, I'm calling about another matter. Um, can I give you the group number?
[AGENT][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So it's 25 962.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] So I was calling because I have the credits of 4 employees I was expecting to receive on [PII]'s invoice and I just received the invoice and I don't use credit. So I was calling to see if you can help me with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, let me get everything pulled up real quick, and you said your name was [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], give me just one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We have um we have [PII] as the group contact. I'm trying to get um the rest of my notes to load real quick so that I can just check and make sure um we have you listed as a contact that way we can go through and verify everything um just give me one moment let me see if I can refresh it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], yes, I see you listed here on the OSC. Can you please verify that group address and email address for me?
[CUSTOMER][NEUTRAL] Yes, the group address is gonna be um let me look here.
[CUSTOMER][NEUTRAL] I have so many answers that I forgot all the time.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK. And then the email address and phone number, please.
[CUSTOMER][NEUTRAL] And then the email address.
[CUSTOMER][NEUTRAL] Uh, it should be the one for [PII] it's so it's gonna be.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] So it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the phone number would be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So that will be [PII].
[AGENT][NEUTRAL] OK, thank you [PII] um I've got everything verified. I've got your group pulled up. I'm working on getting that invoice pulled up so that we can take a look at those credits um so those April invoices just generated over the weekend and our system, it doesn't automatically apply credits to an invoice.
[AGENT][NEUTRAL] That's something that we have to go in and manually do so I'm gonna pull up the invoices and see which members uh should have been credited and see if we have those credits on file to go ahead and apply or maybe I can see if they were already refunded um let me see uh who was it for? Did you you mentioned it was several employees.
[CUSTOMER][NEUTRAL] Yeah, it was 4 employees. I can give you the policy number for the 4 of them.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] It, that's what. The first one is 23 53 13 0.
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the next one is
[CUSTOMER][NEUTRAL] Do you need the next one or you wanna go over [PII] first?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you can go ahead and give me the next one. I'm just gonna write it down and then I'll take a look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. The next one is 2353-098. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The next one is 2,353,110. That's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last one is 2353124, and that's [PII].
[AGENT][POSITIVE] Alright, thank you for that. Let me look at each of these policies and see what we got going on.
[AGENT][NEUTRAL] OK, yes, for [PII] we have [PII] terminated [PII], um, so we have one month credit. Let me take a look and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Doesn't look like that was added to the last invoice um let's see.
[AGENT][NEUTRAL] We should still have that on file. I just need to make sure it wasn't refunded. I don't believe it was. I don't see it here. um, let me just double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'm sorry, my system is running kind of slow today. I'm not sure why.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, yes, we have a credit for [PII]. We've got [PII]. Let's see, let me see if I can add.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Let me add those. I'm gonna go in and manually add those to your bill real quick and I'll check on the other two.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the credit for [PII] is 21059.
[AGENT][NEUTRAL] Alright, and let's see [PII], it is 155 87, so let me get that one added.
[AGENT][NEUTRAL] OK, let me say that. So I've got [PII] and [PII]. I've got their credit supplied. Let me take a look at the other two policies real quick, see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for [PII], yes.
[AGENT][NEUTRAL] Now we've got [PII].
[AGENT][NEUTRAL] We have got a credit for her of $77.95 so let me get hers added.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 795.
[AGENT][NEUTRAL] OK, let me check on the last one here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, let's see, so this one was for [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] I don't show a credit for her. It looks like, um, let me just confirm her termination date we've got um that she terminated [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yeah, the issue with [PII] is we got the refund for December, but then she was charged again in January and that's the one that we're looking for for to have back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, let me take a look.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see her on here let's see where.
[AGENT][NEUTRAL] OK, um, I see that it was paid. Let me go look and make sure that we didn't issue a refund for um the January because I don't see it on file, so give me just a moment and let me check um the any refunds that we've issued real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me check
[AGENT][NEGATIVE] This refund
[AGENT][NEUTRAL] Let's see, it looks like.
[AGENT][NEUTRAL] The only other refund that we sent um after November was for um we issued a check on [PII]. Let me pull that check up and see if it included the premium for [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I'm pretty sure it's just for [PII], but you can double check.
[AGENT][NEUTRAL] I think it was. Yeah, I think it was.
[AGENT][NEUTRAL] Let me pull it up and see what it says here.
[AGENT][NEUTRAL] Yeah, that one was just for [PII] so let's see, um, OK, I'm gonna go ahead and get that corrected um let me see, I see that it was paid but I'm not sure.
[AGENT][NEUTRAL] Um, not sure why it wasn't already applied to the invoice, but let me get that taken care of real quick.
[AGENT][POSITIVE] And then we should have all of them absolutely.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Our, um, online service center is running a little bit slow today, um, uh, it usually happens when we generate an invoice, um, because that next business day, then a lot of the groups are trying to log in and open those invoices so it's just a lot of traffic and I think it, it kind of causes it to run a little bit slower so I apologize for the wait. I'm entering that credit in now though.
[CUSTOMER][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and her credit is for let me see what our premium is, it's 158 63.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I've saved that. OK, so all of those credits have been applied and I've saved the changes. So now if you go in and refresh or go in and open up that April invoice you can see um the changes that I've made at the top and your revised total will be on the right side um it's showing that your revised total is now 5,256 40 cents, OK?
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Just a second. I don't have to call you sorry.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's loading.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, it might take a minute to load um mine was doing the same thing.
[CUSTOMER][NEUTRAL] Yeah, it's still not showing so some uh looks amount bill 5800, but I'm just gonna give it like an hour.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Um, so the total you say going for your 5,256 40 cents?
[AGENT][NEUTRAL] Yes, um, so yeah, um, try to come back in a little while and refresh it, um, it could be because it's running a little slow due to all the traffic, um, but I definitely show the changes here on my side. I've already saved them, um, so try that again here in a little while and refresh it, um, and if you have any issues give us a call back and you know we'll see if we can't figure out what's going on, but it should show for you, um, I think it's just due to all the traffic on the website right now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, yeah, for sure. No, no problem. I'll check, I'll check on that later. Thank you so much for your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII]. Absolutely, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's gonna be all. Have a wonderful day.
[AGENT][POSITIVE] OK, OK, thank you so much for calling APL and you have a wonderful day as well bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, take care.