AccountId: 011433970860
ContactId: 01faad5e-cc79-49a2-a92b-5363b38c6749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380950 ms
Total Talk Time (AGENT): 131482 ms
Total Talk Time (CUSTOMER): 112865 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/01faad5e-cc79-49a2-a92b-5363b38c6749_20250506T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] in the claims department. I have a Mr. [PII], the group admin for group number 18537 on the line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When it 7
[CUSTOMER][NEUTRAL] Yes, with a callback number of [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and she's calling in regards to um.
[CUSTOMER][NEUTRAL] Healing and I, I.
[AGENT][NEUTRAL] Tell me, tell me her name again, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sorry,
[AGENT][NEUTRAL] What's her name again?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][POSITIVE] OK, you can send it to me. Thank you so much.
[CUSTOMER][NEUTRAL] OK thank you one moment please.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] Yes hi how are you?
[AGENT][POSITIVE] I'm doing great. This is [PII]. I work in the in [PII] department. How are you doing today?
[CUSTOMER][POSITIVE] Good thank you.
[AGENT][POSITIVE] Good. How can I help you today? You have a question about a bill?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] An employee
[CUSTOMER][NEUTRAL] Um, and I can give you, I guess the last four is 1188.
[AGENT][NEUTRAL] What's the employee's name?
[CUSTOMER][NEUTRAL] I'm being charged like 300.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you, can you give me the employee's name, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. OK, you can continue. You're being charged 300 you say?
[CUSTOMER][NEGATIVE] Um, I'm being charged like I'm being charged like $301.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, for her, I, I need to see what that is for, please.
[AGENT][NEUTRAL] Yes, ma'am. Let me review this. Give me just a moment if you don't mind, OK?
[CUSTOMER][NEUTRAL] All right, I'm gonna put you on hold for a moment.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling the Dental care group. Your time is important to us. While you're holding, we're playing a quick round of.
[AGENT][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] [PII], can you hear me?
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Umbrella.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] Yes. OK, OK. Yes, ma'am. I was able to figure that out. OK, so the reason that you're being charged the extra, she had a coverage change effective [PII] or her dependents were added. OK. So, um, that her old premium was 7336. The new premium is 149 53. So that's a difference of $76.17.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You see nobody like
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that was so billed for March and April on your um on your May invoice.
[AGENT][NEUTRAL] It's the difference in cream.
[CUSTOMER][NEUTRAL] OK, so the 76, the 76 is for the added, the added um coverage.
[AGENT][NEUTRAL] That's correct, yes, ma'am. That's the difference in premium because we retroact it to 31, we've got to collect the payment for the March and April. So that's why it's showing up on this bill. Going forward, her, her new premium is 149.53. That's where the dependents added, and that's what it will be going forward.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question. The, the, the dependent that was added is she's a small child.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I, I don't know if it's worth having the extra premium.
[CUSTOMER][NEUTRAL] And I don't know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] What I would recommend.
[AGENT][NEUTRAL] Yeah, that would just be up to, I guess.
[AGENT][NEUTRAL] If she's wanting.
[CUSTOMER][NEUTRAL] The the the patient itself.
[AGENT][POSITIVE] Yeah. Right, yes, ma'am. I would, you know, if she has any questions, of course, you're welcome to call us back, but she can call us back and we can review it with her if it would make if it would kind of ease her mind. But yes, ma'am, I would definitely just kind of give with her and see if that's something that she really wants to do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is that all I can help you with today?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yeah, that was it. I just needed to know what those charges were for, so the 149 is May and then the other two is March and April, the added premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] Yes, ma'am. That's different from the premium. That's correct, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much alrighty bye bye.
[AGENT][POSITIVE] Uh, you're welcome. You have a great day. All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.