AccountId: 011433970860
ContactId: 02724fff-7e8c-4048-ba14-23bcaafe028c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357670 ms
Total Talk Time (AGENT): 165485 ms
Total Talk Time (CUSTOMER): 169014 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/02724fff-7e8c-4048-ba14-23bcaafe028c_20250324T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I have a question. I have a um agent on the other line and
[CUSTOMER][NEUTRAL] You want me to give you the group number first?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll tell you what's going on. OK. It's 23325.
[AGENT][NEUTRAL] Um, Liberty Healthcare Corporation.
[CUSTOMER][NEUTRAL] Yes. So they just did like this mass termination and it went from like 100 employees to like 18, and she's asking me, is there a way that we can regenerate March to only reflect the 18, but I didn't know how to answer that cause I um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, no, we don't, we don't regenerate invoices for terminations. She'll need to reconcile the invoice.
[CUSTOMER][NEUTRAL] OK. What are, do I need to get her to, she's asking me my options, her options, but I don't know her options. Um, so when you say reconcile, like what?
[AGENT][NEUTRAL] Reconcile her invoice.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Go through and I mean she'd have to go through each of the ones that were terminated and take them off and deduct that premium.
[CUSTOMER][NEUTRAL] Cause she's gonna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see, do you mind, can I get her to you just in case, cause she has a lot of questions. I don't want to get stuck.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's, who's on the farm?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Her name is [PII]. She's with the broker's office.
[AGENT][NEUTRAL] All right. Was anything verified?
[CUSTOMER][NEUTRAL] Foot.
[CUSTOMER][NEUTRAL] Mhm. I verified her completely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she's going to be assisting you further, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much. You're welcome.
[AGENT][NEUTRAL] Uh, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, um, so yeah, my name is [PII]. I'm calling about the March invoice for Liberty Healthcare. Um, they had like a ton of terminations in February, but they didn't send on the file feed until like the March invoice is already generated so like on the March invoice it's like over 100 people that are being billed for, but as of [PII] they actually only have like 18 people enrolled.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I mean like normally we would tell them to just bill it as pay it as billed and like you'll get credited next month but because it's like a huge huge number of people that they would be paying extra for is there any way you guys can regenerate the March invoice showing like the people that are left enrolled.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, we don't, we don't regenerate invoices just for termination so what the group will need to do is reconcile the invoice and deduct the, the premium of each terminated insured and just send in that amount.
[CUSTOMER][NEUTRAL] OK, so they can figure out the amount themselves and OK.
[AGENT][NEUTRAL] Yes, ma'am. They can do it on the online service center as well.
[AGENT][NEUTRAL] Let me see if they've got an account with the online service center.
[CUSTOMER][NEUTRAL] OK, it's um.
[AGENT][NEUTRAL] Um, yes, um, we have [PII], I'm not really sure how to say her last name, as the contact, and she's got an online service center account that, um, she can log into and reconcile that invoice online and it'll it basically that's that's how the I guess um.
[AGENT][NEUTRAL] Regenerating the invoice kind of could be like um but it's more of real time um by using the online service center.
[CUSTOMER][NEUTRAL] OK, is [PII] the only person, the only contact with an account?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like there's several accounts um it looks like.
[AGENT][NEUTRAL] Um, it looks like you have an account, [PII]. What's your last name?
[CUSTOMER][NEUTRAL] It's called, but yeah, I'm, I'm just not with the company so I I'm with the broker so and when you say like reconcile, I don't know if you mean like.
[CUSTOMER][NEUTRAL] Pay it online or what how
[AGENT][NEUTRAL] No, I mean they can pay the invoice online, but what they'll need to do is go through the invoice and mark off.
[AGENT][NEUTRAL] The people that terminated and deduct that their premium from the total amount that needs to be paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, yeah, and it looks like the April bill actually already generated and like that's the April bill will.
[AGENT][NEUTRAL] Yeah, we generated that over the weekend.
[CUSTOMER][NEUTRAL] Yeah, that makes sense, but yeah, just to get an idea like that's what they should be paying for March essentially like those are the only people as of [PII] as well. So alright, I'll let them know, um, I just didn't want them to pay like an extra like it's $8000 to get credited so I just wanna make see how that.
[AGENT][NEUTRAL] Yeah, we would, we would much rather the group reconcile the invoices each month than than paying for them in full, um, just because.
[AGENT][NEUTRAL] If it's paid in full we never actually touch it more or less uh in the billing department because it just automatically goes straight through the system and so we wouldn't.
[AGENT][NEUTRAL] Know on the back end of credit that about $8000 to the invoice um if that makes sense so yeah we would much rather the groups reconcile their invoices each month than than paying them in full.
[CUSTOMER][POSITIVE] Got it. OK, uh, that makes sense. So thank you. I appreciate your help with this.
[AGENT][NEUTRAL] All right
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right. Thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you bye.