AccountId: 011433970860
ContactId: 01a08878-baeb-4668-9f68-de576249efab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556650 ms
Total Talk Time (AGENT): 137525 ms
Total Talk Time (CUSTOMER): 156377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/01a08878-baeb-4668-9f68-de576249efab_20250122T16:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got a group admin on the line um she said that she received a letter and a check for like a refund for premium for lapsed members from us and she had several questions about it. I wasn't sure how to find letters or correspondence through Onase for groups um I thought it was customer service for that, but they sent me back to y'all so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's not a problem. I can help her. Um, what is the admin's name?
[CUSTOMER][NEUTRAL] Um, so we're speaking with her name is [PII], not who was listed on as a contact, but she was able to verify everything.
[AGENT][NEUTRAL] OK. And what's that group number?
[CUSTOMER][NEUTRAL] It is 253-09.
[AGENT][NEUTRAL] OK, 25.
[CUSTOMER][NEUTRAL] 309.
[AGENT][NEUTRAL] 309.
[AGENT][POSITIVE] And a good callback number just in case.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] OK. And you said she has a refund and she's got questions about it?
[CUSTOMER][NEUTRAL] Yes, um, I do see the note regarding it but again I don't know if that's something that I'm even able to view like a correspondence of some sort, um, and it's not a matter of why they lapsed. I thought that's what she was asking um she said that they thought they were going to be getting a refund at the beginning of last year and so they wanna see if that's what this is.
[AGENT][NEUTRAL] OK, I can help her with that. Um.
[AGENT][NEUTRAL] You can send her on.
[CUSTOMER][POSITIVE] OK all right I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] Good morning [PII]. This is Mola group billing. Um, [PII] said that y'all, you are calling about a refund that you received. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, hi.
[AGENT][NEUTRAL] OK, I can help you with that, and I understand a good call back number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last four should be [PII].
[AGENT][POSITIVE] [PII]. All right. Thank you so much. Hold on just a moment. Let me see what we have.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Hold on just a moment. I'm looking for that.
[AGENT][NEUTRAL] OK, hold on, let me see.
[AGENT][NEUTRAL] And what was the date on that check?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much.
[AGENT][POSITIVE] I do apologize. It's coming up.
[CUSTOMER][NEUTRAL] Oh it's OK.
[AGENT][NEUTRAL] And the amount of that check?
[CUSTOMER][NEUTRAL] 1,2136 and 47 cents.
[AGENT][POSITIVE] All right. And what can I do for you on that?
[CUSTOMER][NEUTRAL] No, we just wanted to double check uh the reasoning behind uh the reimbursement. I see that the policy is lapsed um for 123456 employees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, but they should have, like, based off of what are we getting this refund that it was, you know, we should have received it before, but then we received it later on in the year because I know that some of these employees didn't have the medical insurance for HMO or like the gap insurance last year so I just wanna double check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you're saying that this is the only employees that had.
[AGENT][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] They didn't, they didn't have coverage last year, but wanted to double check, just wanted to double check that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh yeah, that we were like this is a correct and valid refund.
[CUSTOMER][NEGATIVE] Like based off who get like I don't know how to even phrase this.
[CUSTOMER][NEUTRAL] I, I just wanna make sure that we have, you know, that we're receiving the, the refund correctly, uh, based on your records like that they were terminated and that's everything that we're supposed to receive.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on just a moment. Let me double check.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] OK, that
[AGENT][NEUTRAL] Yes, ma'am, that's the only refund I am showing that is due at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful and this and again this is based on terminations at the beginning of [PII], correct?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm not sure what the date is on that, but hold on just a moment and I can get that for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Laps policies that is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Wonderful.
[AGENT][NEUTRAL] All right, is there anything else, [PII], that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that'll be all. Thank you, thank you so much.
[AGENT][POSITIVE] You are so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.