AccountId: 011433970860
ContactId: 04f79571-5638-4362-a3c0-744cf1bc2a0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 432940 ms
Total Talk Time (AGENT): 178414 ms
Total Talk Time (CUSTOMER): 200966 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/04f79571-5638-4362-a3c0-744cf1bc2a0c_20250404T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, [PII], that's your name?
[AGENT][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing great. How can I help you, ma'am?
[CUSTOMER][NEUTRAL] So, as I said, my name is [PII]. I'm the director of HR from Stefan Enterprise. Uh, previous myself, it was another HR person, uh, and she already started the process requesting that they keep charging us for two people that work for us that they have Medicare.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, still charging us the $65.27. So I just, uh, we still don't have any answer and they keep still charging. We're still paying because we don't want to delay the payment when it comes to insurance and benefits. But, uh, I just need to get to the conclusion that they need to be removed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you have your grave number?
[CUSTOMER][NEUTRAL] Yeah, sure. The invoice number is 6384 46.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the group, your group number, ma'am?
[CUSTOMER][NEUTRAL] The group number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 14,960.
[AGENT][NEUTRAL] OK, and can you verify the address for me, please?
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Thank you and the email, do you have the email address, please?
[CUSTOMER][NEUTRAL] Uh, I don't know if you have my email, but you should have [PII] email says uh [PII] or
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], but I, OK.
[AGENT][NEUTRAL] That's fine. All right. And let me give you a callback number for you just in case we get disconnected. May I get your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you so much. I understand that we're billing for 2 people that are now on Medicare and you're requesting that we stop billing for them. Is that correct?
[CUSTOMER][NEUTRAL] Yes, if I, and I, uh, again this is something since last year that I've been trying to handle it that they keep charging. I don't find, let me see.
[AGENT][NEUTRAL] Yes, ma'am. Let me look at that with you. I can help you. What, what is the insured's name? Can you give me the name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The insurance name of of what again what insurance from them, from Gloria and Media?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, I just need the name of the people that, that we're not supposed to be billing for.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Ah, I'm sorry, so sorry. It's just, it hurts really far. Her, her last name is [PII].
[AGENT][POSITIVE] That's OK. No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] that one
[CUSTOMER][NEUTRAL] And the other person is [PII], sorry.
[AGENT][NEUTRAL] OK, thank you very much. Give me just a moment and I'll, I will look into this. Can you hold for me for just a moment while I check on?
[CUSTOMER][NEUTRAL] Sure, and as I said, there's a previous email from the previous HR manager [PII] that she's been trying to handle this, um, but they're still charging us for these two people.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, I do see that we, we are still charging for their um for their medley.
[AGENT][NEUTRAL] Policy. Well, I this is where I can.
[AGENT][POSITIVE] We can certainly take care of this for you. I'm gonna give you an email address, ma'am.
[AGENT][POSITIVE] And um I'm gonna need you to send an email to us and we'll get this, we'll get this straightened out for you, OK?
[CUSTOMER][NEUTRAL] OK, so you want my email address?
[AGENT][NEUTRAL] I'm gonna give you an email address to send the request to, to send us a request that we no longer need to be billing for them.
[AGENT][NEUTRAL] In the affected date.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So I have to send that request?
[AGENT][NEUTRAL] Yes, ma'am, we've got to have a reflection in writing from the group that's our policy just so we'll have something to go by, and I can give that to you when you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yes, please, but I just wanted to get a resolution because as I say, they have been trying since the beginning and they keep charging us again we pay but we didn't have the refund.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, ma'am. Well, we can certainly take care of that. So, um, the email, let me know when you're ready for it and I'll give it to you.
[CUSTOMER][NEUTRAL] OK, can you tell me?
[AGENT][POSITIVE] Yes ma'am, I sure can. It's gonna be care team.
[AGENT][NEUTRAL] [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] Heroin.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and we can we can um.
[AGENT][NEUTRAL] Send you a confirmation once that's done just request that we send you a confirmation once that's been handled and just put in there the effective date of the termination and include the insurer's name with your group number, OK.
[CUSTOMER][NEUTRAL] So I need to put the confirmation that you're gonna provide it to me?
[AGENT][NEUTRAL] Yes, ma'am. We can certainly send you a confirmation once we've completed it.
[CUSTOMER][NEUTRAL] So do you want me to send it? I'm sorry, I just, I just hear you very far away, so it's kind of hard to understand what you're telling me. So you want me to start doing the email or I need to send the email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Send, yes, ma'am. Please send the email and once we have completed the process, we can send you a confirmation that it's been completed.
[CUSTOMER][NEUTRAL] OK, so I'm gonna send the email saying since, uh, since the amount that has been charged to remove this two person because I have this Medicare Medicare, uh, insurance, and then we are requesting for the refund for all these months that has been charged. That's what you're trying to explain it to me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. That's exactly right. It, it includes, it includes the effective date of the termination of when they should have been terminated.
[CUSTOMER][NEUTRAL] OK, so I'm gonna
[CUSTOMER][NEUTRAL] OK, so the day should be terminated and then all the amount has been charged and then I'll get, uh, as soon as I send the email, I will get a confirmation saying that we're gonna refund that money, right?
[AGENT][POSITIVE] Yes, ma'am, once we have completed the process, yes ma'am, we can let you know that it's been done.
[CUSTOMER][NEUTRAL] And your name says it's [PII], right?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What did you ask me, ma'am? I'm sorry.
[CUSTOMER][NEUTRAL] What is my my last name?
[AGENT][NEUTRAL] No, ma'am, I thought you asked what my name was.
[CUSTOMER][NEUTRAL] Yes, what was your name? Yes.
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] [PII], OK, I'm so sorry. Got it. OK, [PII], so what I'm gonna, I'm gonna, I'm gonna do the email right now and then I'll wait for the confirmation. If not, I'll I'll call back.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] OK, that sounds great. Is that all that I can help you with today?
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][NEUTRAL] Were you
[CUSTOMER][POSITIVE] Yeah all good thank you so much.
[AGENT][POSITIVE] You're welcome. You have a great day, OK?
[CUSTOMER][POSITIVE] You're welcome bye bye