AccountId: 011433970860
ContactId: 07ca5d62-7eeb-4a1d-9fa8-24a69071416d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 646340 ms
Total Talk Time (AGENT): 169623 ms
Total Talk Time (CUSTOMER): 372313 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/07ca5d62-7eeb-4a1d-9fa8-24a69071416d_20250206T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, is that [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], good afternoon. My name is [PII] with East Tech Telephone. Our group number is 2289. I'm actually calling on behalf of one of our employees who just retired, um, regarding the.
[CUSTOMER][NEUTRAL] Different, um.
[CUSTOMER][NEUTRAL] Products he had with, with you guys. Can you assist me with that please?
[AGENT][NEUTRAL] Yes, ma'am, I can. What's the insured's name and I can pull up his policies.
[CUSTOMER][NEUTRAL] Sure. His name is [PII], middle initial [PII], last name [PII]
[AGENT][NEUTRAL] Alrighty, let's see here. Can you verify his billing address or the last four of his social?
[CUSTOMER][NEUTRAL] Um, well, the billing address is gonna be [PII]. I don't have the social in front of me, but I can pull it if you need it.
[AGENT][NEUTRAL] His billing address is that [PII]?
[CUSTOMER][NEUTRAL] No, no, no, that this is a group deal.
[AGENT][NEUTRAL] Right, but you're calling in regards to [PII]. What's his billing address? What's the address that we should have on file?
[CUSTOMER][NEUTRAL] Oh, I don't know what address you have on file for him, but, uh, I am the administrator. My name is on the bill.
[AGENT][NEUTRAL] Yes, ma'am. I.
[CUSTOMER][NEUTRAL] 486 telephone, right.
[AGENT][NEUTRAL] Yes, ma'am. I understand. I'm just needing to verify his information.
[CUSTOMER][NEUTRAL] Well, I'm gonna give you his social because I'm not sure this is an old account and I don't know if you have his current address or not. So his social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII]. All righty. Um, I have 5 policies active for him.
[CUSTOMER][NEUTRAL] OK, but you're billing us for 6.
[CUSTOMER][NEUTRAL] You're billing and collecting for 6 on him.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have policy numbers if you need that.
[AGENT][POSITIVE] Yes, that would be good.
[CUSTOMER][NEUTRAL] OK, um, the first one is 00711968.
[AGENT][NEUTRAL] Yes, ma'am. That's the hospital, uh, no, the, uh, heart disease and stroke.
[CUSTOMER][NEUTRAL] Heart hard and stroke, heart and stroke for $38 correct?
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, the next one is 00460588. It's an A plus H for 1940.
[AGENT][NEUTRAL] That's the accident.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then we have 00460597. It's an intensive care for $18.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then we have 00460600. It's a cancer policy for 3813.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then we have policy number 00464003. It's another cancer policy for 2868.
[AGENT][NEUTRAL] Um, alright, let me pull up that one because that one's not listed under his social.
[AGENT][NEUTRAL] That is listed under a [PII].
[CUSTOMER][NEUTRAL] OK, well that must be his, I'm not sure if that's his wife or who, but it's being billed under his name on our group billing.
[AGENT][NEUTRAL] Um, it's listed under [PII] on the bill.
[CUSTOMER][NEUTRAL] Not on the bill. I'm looking at the [PII] bill and that certificate number is listed under [PII]
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEGATIVE] She is not an employee here, so we wouldn't be paying that on her behalf.
[AGENT][NEUTRAL] Mm, that's listed under a different social, um, like, I mean, I would have to assume that's his spouse, um.
[AGENT][NEUTRAL] So actually there's 1234567 policies that are being billed under his name.
[CUSTOMER][NEUTRAL] 1234567. That is correct for a total.
[AGENT][NEUTRAL] And 2 of them would be for whoever this [PII] is.
[CUSTOMER][NEUTRAL] OK. Is she the other, um, is she 00464005? Is that her as well?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that's an intensive care for $9. OK, and then his final other is gonna be 00590788, which is another cancer policy for 5144.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and they all total to 20265, in which he has been paying uh through our group billing.
[AGENT][NEUTRAL] 202-65. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK. Well, here, here's the deal, [PII].
[CUSTOMER][NEUTRAL] So he retired in January.
[CUSTOMER][NEUTRAL] We just processed the final, we just processed the [PII] bill and we are submitting a payment for that 20265 for him, but we're also sending that.
[CUSTOMER][NEUTRAL] Page with his name on that's coded D because he's retired um and I don't know if I know he attempted to reach out to you guys, but, but he was told that he only had the total of 16465.
[CUSTOMER][NEUTRAL] And so I'm not sure if he was wanting to keep these policies or not.
[CUSTOMER][NEUTRAL] In that we wouldn't be submitting the payments anymore. Do you see any kind of reference on this record for that?
[AGENT][NEUTRAL] Um, let me look.
[CUSTOMER][POSITIVE] Actually, [PII], even better. I have his number.
[AGENT][NEUTRAL] Uh, it looks like he spoke with someone in customer service today and they ordered um a method of payment letter, um, so he'll be getting that in the, um, in his, um, he'll be getting that in the mail letting him know his options.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so [PII], but they only let him know about a total of 164 55, um.
[AGENT][NEUTRAL] Correct, because the other two policies are listed under a different social and a different name. So when customer service pulled up, um,
[AGENT][NEGATIVE] The ones in the system not looking at the actual invoice, it only pulled up those 5, those original 5.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he is not gonna be getting a letter regarding the other two then, correct?
[AGENT][NEUTRAL] What I can do is I'll let the customer service rep who spoke to him earlier. I'll let her know that there's two other policies that also need to be, a letter needs to be sent out.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] Awesome, awesome, [PII]. OK, that's what I needed to hear. I cannot say thank you enough for your help this afternoon.
[AGENT][POSITIVE] No problem, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that's gonna be it. Uh, I tell you what, we, we actually had another employee retire.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Also effective last Friday, who had a policy, um, I don't know.
[AGENT][NEUTRAL] Alright, hang on one second. Let me put this note in here real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. And who's the other insured?
[CUSTOMER][NEUTRAL] Her name is [PII]. It's [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her social.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] All [PII]. I've got it pulled up.
[CUSTOMER][NEUTRAL] OK, I am just letting you know as well that she retired effective [PII], so we're gonna be submitting her final payment with our with our payment as well. um, I don't know if she has reached out yet or not either.
[AGENT][NEUTRAL] It's
[AGENT][NEGATIVE] She has not reached out to us, not according to the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, OK. Then she was given that information and so hopefully she will, um, I may touch base with her and let her know that she needs to call in regarding um if she's planning to keep those policies or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. [PII], I think that's it. I thank you again and I hope you have a great rest of the day.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a great day as well.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Right.