AccountId: 011433970860
ContactId: 1184bc2b-2f19-4191-a207-01e00a8a2b4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617900 ms
Total Talk Time (AGENT): 240924 ms
Total Talk Time (CUSTOMER): 187167 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1184bc2b-2f19-4191-a207-01e00a8a2b4a_20250306T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] and I'm calling from 90 Degree Benefits, um.
[CUSTOMER][NEUTRAL] And we have a um member uh with uh on track. Her name is [PII] uh and I'm just checking to see when her premiums are paid to in your system.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do we have her policy number?
[CUSTOMER][NEUTRAL] I have her social.
[AGENT][NEUTRAL] OK, I can pull her with that. What's that, [PII]?
[CUSTOMER][NEUTRAL] OK, that number is.
[CUSTOMER][NEUTRAL] That number is [PII].
[AGENT][POSITIVE] All right, thank you [PII] let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Take a look here one moment.
[CUSTOMER][NEUTRAL] And what is your name? I'm sorry?
[AGENT][NEUTRAL] That's OK. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And then are you able to verify the member's date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] I have to go to another screen. I'm sorry.
[AGENT][POSITIVE] Oh, no worries.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Well, it looks like from what I can see, [PII], they had the plan with us through their employer, um, and it was being deducted from their paycheck.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's not looking like
[AGENT][NEGATIVE] It's in no longer, it's no longer active with us.
[CUSTOMER][NEUTRAL] OK, well, she's on Cobra and she should be paid to [PII]. Is there any way I can speak with your billing department?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see, let me see if I see any notes in here.
[CUSTOMER][NEUTRAL] Or premium department I'm sorry.
[AGENT][POSITIVE] Yeah, no worries. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright let me see.
[AGENT][NEUTRAL] I'm just checking the group, [PII], I'm sorry. Some of these groups like it goes through because this is a staffing agency, so.
[CUSTOMER][POSITIVE] OK, sure, no problem. Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sometimes they have their own contacts.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did you say? I'm sorry.
[AGENT][NEUTRAL] Oh, I was just gonna say with billing and like continuage of coverage sometimes it goes through the third party and not us so that's what I'm double checking on here.
[CUSTOMER][NEUTRAL] OK. OK, right.
[AGENT][NEUTRAL] So, yeah, it looks like the policy continuations on these go through benefits in a card and I can transfer you to them. Do you wanna take down their number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, no, no, uh, I just need to speak with your premium department. They usually can just flip a switch and it'll be uh transferred to this, uh, the employees account, I mean, um, file, so I'm thinking that's it's there it's just hadn't been processed yet.
[AGENT][NEUTRAL] OK, let me check with uh billing. One moment, please.
[CUSTOMER][NEUTRAL] All right. You are on hold.
[CUSTOMER][NEUTRAL] Bringing
[AGENT][NEUTRAL] I don't know if this is billing though.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you doing today?
[CUSTOMER][NEUTRAL] I'm good, [PII]. How are you?
[AGENT][NEUTRAL] I am good. Um, I have [PII] on the line. She's calling from 90 Degree Benefits about a policy for an insured that's lapsed through BIC.
[AGENT][NEUTRAL] Um, is that something that it's not supposed to be lapsed? Is that something that you guys look at? She's saying that she just needs to speak with billing to fix it, but when I looked in Guru, it says they need to go through benefits in a card.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] What's the policy number? Let me just take a look.
[AGENT][NEUTRAL] No worries. It's 255-581-0.
[CUSTOMER][NEUTRAL] OK, I just wanna take a look, but yes, benefits in the car they're on a, a daily file feed. So if we go in and reinstate them and B has them as lapsed, it's just gonna keep laps in the policy.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Because she said that she's continuing she should be paid through March because she did like continuation through COBR.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so I was like, OK, and then I saw the group and I'm like, well I can transfer you to benefits and a card, and she's like, well I just need to speak to your billing department. They should be able just to switch it on and I'm like, uh, and then that's when I called you, so that's where we're at.
[CUSTOMER][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] Yes, so benefit and a card are um who it's through, so, uh, they probably would need to speak to the billing department too because we're only showing them paid up to 121, but benefits in the card is the ones who.
[CUSTOMER][POSITIVE] Administers, so it totally.
[CUSTOMER][NEUTRAL] OK. I would tell them to contact Benefit and a card because
[CUSTOMER][NEUTRAL] They are gonna have to get his policy reactivated with them and then they will fix the file feed and it will come through for us to reinstate the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, because I mean even if we did transfer them to billing and they worked out something to reactivate the policy, the file is gonna run through again tonight and the policy is gonna lapse again.
[AGENT][NEUTRAL] OK, I will explain that to her that that's why she needs to speak with benefits and a card that if we fix it, that the file feed is just gonna run tonight and it's gonna lapse again. So benefits on a card needs to communicate with us that it's paid through whatever date, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, yes.
[AGENT][POSITIVE] OK, alright, awesome thank you so much for your help. I appreciate you.
[CUSTOMER][POSITIVE] No problem. You're welcome.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you so much for your patience on that [PII]. So I spoke with [PII] over in billing, and she advised me that the file fee needs to be fixed from benefits and a card. She said if they go in and mark it active, it's just gonna lapse again tonight because in our system it shows paid through December. So we need communication from benefits and a card that it's paid through to that March date so you would need to speak with them to get it corrected.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] I'm sorry, can you hear me?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sorry, and I need to tell uh [PII] what now? Sorry.
[AGENT][NEUTRAL] No, that's OK. So she explained to me that the file feed that we have, the information we have, it shows that Isla is paid through December and so they need to communicate to us that the member is paid through through March using the COR.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Because we don't have that information, so it's just gonna continue to lapse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I will, uh, see what I can get.
[CUSTOMER][POSITIVE] Uh, to them, uh, get that information to you from B. I appreciate your help, [PII].
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] No worries. Did you want me to transfer you to them or just call them on your own accord?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll call him.
[AGENT][POSITIVE] OK, sounds good. Have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.