AccountId: 011433970860
ContactId: 0b5ca19f-087d-47bd-ae8d-c394e07160ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 715400 ms
Total Talk Time (AGENT): 240683 ms
Total Talk Time (CUSTOMER): 291247 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/0b5ca19f-087d-47bd-ae8d-c394e07160ae_20250507T15:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with American Bank of Oklahoma, a broker's office calling on behalf of one of our groups with APL.
[AGENT][NEUTRAL] OK, and spell your first name for me, please?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK. And do you have the group number, [PII]?
[CUSTOMER][NEUTRAL] I do 24542 Wagner County.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you say you're calling on behalf of the broker's office?
[CUSTOMER][NEUTRAL] Yes, oh, I'm, I'm with the broker's office on behalf of Wagner County, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me pull up that information.
[CUSTOMER][NEUTRAL] I may have said the other I'm yeah.
[AGENT][NEUTRAL] No, I get it.
[CUSTOMER][NEGATIVE] And I can barely hear. I'm working with an ear infection. I'm like, I'm a mess and I've got a mess I'm dealing with here.
[AGENT][POSITIVE] Uh, you're good.
[AGENT][POSITIVE] You're good. Hopefully we can find a resolution today. Now let's see, let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just gonna verify a few pieces of information real quick and then we can proceed.
[CUSTOMER][NEUTRAL] No, that's it that's OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Alright, and what is the um agent of record or broker record?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] American Bank of Oklahoma.
[AGENT][NEUTRAL] OK, and what's your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, perfect. And how can we help you today?
[CUSTOMER][NEUTRAL] OK, I'm gonna preface this by saying that.
[CUSTOMER][NEUTRAL] Most of the time we handle all enrollments terms for our groups. This particular group handles everything on their own.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Things have been missed significantly over the last year and we're just now realizing it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The this particular member in question, her name is [PII] um I don't know the best way to look her up because basically I sent information into to add her because she had a claim and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she wasn't there and.
[CUSTOMER][NEUTRAL] And then I found their audit that they did and even though we couldn't find her listed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She was on the invoice.
[CUSTOMER][NEUTRAL] So I'm confused as to why.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can take a look at it. Oh.
[CUSTOMER][POSITIVE] So I wanna make yeah.
[AGENT][NEUTRAL] Spell her last name.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] And what is the status of her account?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, so backing up, I she's listed in our portal she's now listed, but I think that's because I emailed in to enroll her because Friday when I went to find her I'm like OK she's not in here they she never got added so.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But then when I they have to send over that day at the end of the day the audit of things that that got missed and terms and ads and she's on the page.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And there is a number over to the side of her name 257.
[CUSTOMER][NEUTRAL] 4858 and I was like, how is she on there but then not on.
[CUSTOMER][NEUTRAL] Like our list our employee list.
[AGENT][NEUTRAL] Mhm. Let me see.
[CUSTOMER][NEGATIVE] That was and that that was just so bizarre.
[AGENT][NEUTRAL] OK, I see why.
[CUSTOMER][NEUTRAL] I'm like what is.
[AGENT][NEUTRAL] Yeah, so the 257-485-8, that's a Metin policy she had in 24. It's no longer, well, it, it's no longer it's, it's not active.
[CUSTOMER][NEUTRAL] She didn't get, she didn't get moved, she didn't get moved over.
[AGENT][NEUTRAL] OK, and so they did create another policy number for her. It's in process under 262-1965. That's gonna be.
[AGENT][NEUTRAL] Her policy number.
[CUSTOMER][NEUTRAL] That's the one I just because I got her added for January because I just thought she never got added so I just put her in for January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So whatever we need to do if we need to delete that and keep her on the other one.
[CUSTOMER][NEGATIVE] And just move her, get her moved over because everybody should have rolled over altogether.
[AGENT][NEUTRAL] OK, so you're saying that she should still have policy 257-4858?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] If she's on there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was waiting to hear back and I got the email this morning saying that she'd been enrolled because I was waiting to hear back from APL to see if if if somebody saw like something and then as soon as I saw the email I was like OK I'm gonna call and find out because it just said she's been enrolled so I was like, OK, nobody, nobody saw that there were 2.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So we need to
[AGENT][NEUTRAL] Is this, is this [PII]'s first time being enrolled or was she actually enrolled in [PII] as well?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] She was enrolled in obviously she was enrolled in [PII] because I found her, but I didn't know why.
[CUSTOMER][NEUTRAL] I didn't know what the reason why she wasn't showing up now what you said made sense.
[AGENT][NEUTRAL] OK, let me see. So it looked like the effective date.
[CUSTOMER][NEGATIVE] But it, but when I first got in there I panicked because I thought because they did miss because there are people that that still haven't been added that should have been.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah and I thought she was one of them.
[AGENT][NEUTRAL] Yeah, so the policy number 2574858, so that policy, the effective date is [PII], but it, the termination date is [PII] as well. So it was like it never went into effect and it says cancel policy booker per bookkeeper's request.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] And this was dated [PII].
[AGENT][NEUTRAL] The note to cancel policy per bookkeeper's request.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] It looks like a new policy number was created just recently under the one you gave me, well, the 262-1965.
[CUSTOMER][NEUTRAL] Right, that was when I, but so this 2574858 was never.
[AGENT][NEUTRAL] Reach out
[AGENT][NEUTRAL] Mhm. And I say that um because the effective date and the lap or the termination date is the same [PII] as if it never took effect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So should she have been effective in 24?
[CUSTOMER][NEUTRAL] Then we'll just leave her on.
[CUSTOMER][NEUTRAL] Yes, yes, she should have I we didn't we just didn't have all the rest of the information she just, yes she was hired and is still there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, can you do something for me? Can you, yeah, because if she was to have been enrolled in 24, can you send us an email? because we also show a note that it was canceled for the bookkeeper's request, so I don't know, uh, regarding the 22024 coverage under policy 2574858, uh huh.
[CUSTOMER][NEUTRAL] That's what I'm saying.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See, and then on.
[CUSTOMER][NEGATIVE] Yeah and on the and on the audit that that was submitted for this by her name it just says wrong build wrong amount billed.
[CUSTOMER][NEUTRAL] And the 6492 that was was that was the um or it's 6528 must be the old rate and 6492 is the correct rate.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So 6528 is under the 2574858.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which is the old
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] I see this is a mess.
[AGENT][NEUTRAL] Yeah, because under the 257485-8.
[AGENT][NEUTRAL] I'm showing.
[AGENT][NEUTRAL] December, January, February, March, April.
[AGENT][NEUTRAL] I wanna get you over to the billing team and I have invoices for each of those because it is a little confusing now and looking at the history.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so she hasn't been billed for any of those months?
[AGENT][NEUTRAL] Not in 20 for 2024, but.
[AGENT][NEGATIVE] Yeah, this is a little confusing.
[CUSTOMER][NEUTRAL] But then she was billed for 25?
[AGENT][NEUTRAL] January, February, March and April I guess that's kind of a catch up. Is she effective January under the new policy? Let me take a look and see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But she was put under the new policy, obviously, but
[CUSTOMER][NEUTRAL] But on the old rate.
[AGENT][NEUTRAL] Let's see the right under the 262-1965 says.
[AGENT][NEUTRAL] There is no amount there. I'm, I'm gonna reach out to our um group billing department.
[AGENT][NEUTRAL] And get some clarification here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'll be, I'll be right back.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Ferring