AccountId: 011433970860
ContactId: 0dd849bd-a217-4ced-b73b-660ebc5f87aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282750 ms
Total Talk Time (AGENT): 155795 ms
Total Talk Time (CUSTOMER): 132595 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0dd849bd-a217-4ced-b73b-660ebc5f87aa_20250210T23:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII] how are you?
[AGENT][NEUTRAL] I'm fine.
[CUSTOMER][NEUTRAL] This is [PII] my care team sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you could have guessed that. I'm sorry it's late.
[AGENT][NEUTRAL] I know, dear, I know. Oh my God, I know.
[CUSTOMER][NEUTRAL] Almost there almost there, 15 minutes. Alrighty. I've got, uh, or excuse me, an insured on the line. This is actually the 2nd call I've had today. I'm pretty sure it was a mistake, um, but he said that he received a letter from us, uh, stating that premium was due, um, and it's being paid through his employer, um, but it's funny that we sent it looks like, uh, [PII], but it says the due date out of [PII].
[AGENT][NEUTRAL] We are [PII].
[AGENT][NEUTRAL] Which guy
[CUSTOMER][NEUTRAL] And it's showing active so that's what I'm sure it was like a mistake, but just for good measure I thought was better take a look.
[AGENT][NEUTRAL] Holy cow zones. What's that, uh, policy number?
[CUSTOMER][NEUTRAL] It is 608-745.
[AGENT][NEUTRAL] OK, let me get it pulled up on the screen I possibly may not be using and I'll use it anyway.
[CUSTOMER][NEUTRAL] And I had to, I checked the group because I was like I don't know if we got an email about this and I couldn't see any that I remember.
[CUSTOMER][POSITIVE] But showing it's good and active.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Let me look at notes and see who would have reinstated [PII], lapsed from overdue report, reinstated, lapsed in error, lapsed policy from overdue.
[AGENT][NEUTRAL] A with providers, OK, I believe, honestly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If he's getting letters spelled out to him.
[AGENT][NEUTRAL] Honestly believe that's coming from billing because this is a group we do the um you know, like the 23.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's, uh, billing frequencies, billing and mode of payment, um, they do the mode of payment one if I'm not mistaken, oh dear God.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I listen, I get it confused all the time. [PII] I hear, I, I just hear correspondence and my first thought is customer service, but
[AGENT][POSITIVE] Right, I agree with you. Yes, yes.
[CUSTOMER][NEUTRAL] But that does make sense I guess I just wasn't, I've never heard anyone that was on Motapay one like individuals getting.
[CUSTOMER][NEUTRAL] Letters about premium um.
[AGENT][NEUTRAL] You wouldn't think so. Let me, let me, if, if you'll give me just a second here. Let me see if it's in on base.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And if there's anything in uh.
[CUSTOMER][NEUTRAL] Uh, this is the letter that's what I pulled up the letter and it's, that's what's funny is that it's, it shows it was sent the date [PII]. The date at the top says [PII], and then the due date is [PII].
[AGENT][NEUTRAL] OK, I'm curious, but we're all considered customer service anymore, so it's getting confusing.
[AGENT][NEUTRAL] Oh, what department sending what, you know, you see that says sincerely, OK, I guess this is giving him this must be, is he still employed?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, he said that that's what he was confused about because of course it's coming from his employer out of his checks.
[AGENT][NEUTRAL] All right, let me do one more thing because it may be that it came from customer service giving him the opportunity to continue the coverage on his, and he's not that behind. I mean, it was for February, but let's look to see where the whole group is paid to LA 0146.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The whole groups paid the 21 2024. Now let me go back and look at the group and see if they pay in arrears and if they do.
[AGENT][NEGATIVE] I doubt it though, but else they wouldn't be sending these letters out.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] They need to be sitting in the group. Yeah, this is not.
[CUSTOMER][NEUTRAL] I can check with billing that's OK. I can check with billing. No, this, it seems all kinds of messed up anyway with these dates and so like I'm almost positive this was a mistake, but I just want to make sure.
[AGENT][NEGATIVE] This is not cus yeah this is not customer service unless they're.
[AGENT][NEGATIVE] Yeah, it's, yeah, I'm thinking, yeah, something's not right.
[CUSTOMER][POSITIVE] Alright, well I sure appreciate your help um I will get with billing.
[AGENT][NEUTRAL] Call me back. I'm here till [PII] if I'm wrong, and we will stumble through this. I'm the only one here, so you got to get me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I appreciate it, thank you.
[CUSTOMER][POSITIVE] Yes ma'am, yay.
[CUSTOMER][POSITIVE] Alright, I'll talk to you later bye bye. Thank you, bye.
[AGENT][POSITIVE] All right, bye dear. Thank you. Bye-bye.