AccountId: 011433970860
ContactId: 131a4db5-ac29-4953-a261-fa2961a11779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 938140 ms
Total Talk Time (AGENT): 311288 ms
Total Talk Time (CUSTOMER): 306444 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/131a4db5-ac29-4953-a261-fa2961a11779_20250513T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have [PII] with NAS and she just wanted to speak with someone in billing, um, she didn't give me a specific.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, group number, um, she stated she tried to contact um [PII] and but it's in like she's trying to do a credit on the invoice for on the OSC and she wanted to see if someone can help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I can help her with that. Not a problem. I'll be glad to. Did you get a call back number for, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I did. [PII].
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. I'll be happy to help.
[CUSTOMER][POSITIVE] You too have a great one bye.
[AGENT][NEGATIVE] You too dear. Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, this is [PII]. I work in the group billing department. How are you today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm doing great, thank you. I understand you're trying to do a credit on the, on the OSC. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to show a group. I'm trying to do a little video for the group to be able to do it, but it doesn't look like I have those right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So since I don't have those rights, I can't literally see that it works.
[AGENT][NEUTRAL] OK, what's the group number? Let me look at it.
[CUSTOMER][NEUTRAL] Um, so I wanna confirm it with you. Can you pull up.
[CUSTOMER][NEUTRAL] 118005.
[AGENT][POSITIVE] Thank you. And what's the group name?
[CUSTOMER][NEUTRAL] Place of hope.
[AGENT][NEUTRAL] Like them up. OK, let me pull their information up. Give me one moment.
[CUSTOMER][NEUTRAL] I don't want you to do it. I just wanna make sure that I got it right, so we, we have to do it.
[AGENT][NEUTRAL] Sure. Yeah. Absolutely. I'm pulling it up. OK, what invoice number is it gonna be on, [PII]?
[CUSTOMER][NEUTRAL] The, the one that's open.
[AGENT][NEUTRAL] The one that type, OK.
[CUSTOMER][NEUTRAL] You can only make changes on an.
[AGENT][POSITIVE] That's right. You're exactly right, yes, ma'am. You're exactly right. That's my fault.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, and who is it for?
[CUSTOMER][NEUTRAL] OK, so for [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Her coverage should terminate.
[CUSTOMER][NEUTRAL] [PII], which was her last day.
[CUSTOMER][NEUTRAL] Oh, OK, so she has an effective date of the [PII] of each month, uh, the [PII], so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Her termination would be the [PII], and this is all stuff that [PII] has confirmed.
[CUSTOMER][NEUTRAL] Can you hold on a moment? 1 quick second.
[AGENT][POSITIVE] Yes, ma'am, I can. Sure.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I'm sorry, give me a quick second, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry. Thank you for holding. OK. So, everything I just told you, um, [PII] had already shared with me and [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So what I need help with from you is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we're telling the group to take a credit of $30 and no, I'm sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That they have to pay $30.68 if they want the coverage to go through [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So how would they do that? Because my system doesn't let me do it, so would they put under adjustment, would they put the 3068 that they're gonna pay, or would they put a negative, the negative 606137 that they're reducing from the 9205?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well, see, we don't prorate any monthly billing, um, it would have to be the full premium if they.
[CUSTOMER][NEUTRAL] I can't hear you.
[AGENT][NEUTRAL] Yes, ma'am. We do, we do not.
[CUSTOMER][NEGATIVE] Wait, say that again, I can't.
[AGENT][NEUTRAL] OK, can you hear me now?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, I might call you back. Let, let me do this.
[AGENT][NEUTRAL] Well, you can better hear me. It's the number [PII]?
[CUSTOMER][NEUTRAL] We, no, I.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] I can hear you fine now.
[AGENT][NEUTRAL] OK, good. Thank you. I'm sorry, I just wanted to see where you can hear me. OK.
[CUSTOMER][NEUTRAL] So, so I know, I know you don't prorate we because we had a conference call where [PII] was on it and, and your, your EDI feed people were on it. We had a big huge conference call. We know you don't prorate. However, if the group wants to, if the, if the employee is only good through the [PII] and not till the end of April.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And uh [PII] told them that they had to take the credit themselves.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then they would put on the, on the comments that the termination was [PII] in this case.
[CUSTOMER][NEUTRAL] So they would have to, you guys don't tolerate, but they would have to adjust the amount.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That is
[CUSTOMER][NEUTRAL] So how, how would they enter the adjustment?
[AGENT][NEUTRAL] OK, where it says on the OSC when they open that invoice, OK?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Where it says do, you know, do you see the column where it says bill and due right there where it says do you they're gonna put the amount that they're paying and then the comments say what they're doing. Does that make sense?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So they're not gonna, so they're not gonna put anything under adjustment, it's under due?
[AGENT][NEUTRAL] Yes, ma'am. It's under.
[CUSTOMER][NEUTRAL] OK, so under due, they're gonna put the amount that they're actually paying, not the credit that they're taking.
[AGENT][NEUTRAL] That's right, yes, ma'am. And then in the comment, they're gonna say what what they pay that amount for, say credit for this because she turned on [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, so in this case, they would put the 6137, no, I'm sorry, the 3068, which is what is from 411 to 421.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then it'll automatically adjust the, so then what's gonna populate to do?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What's gonna populate to do is the amount that they, that they're paying and the adjustment's gonna show that credit.
[AGENT][NEUTRAL] And then the comment they'll put taking credit employee term 421.
[CUSTOMER][NEUTRAL] Can you tell who put that that message in there of March premium due terms 5125?
[AGENT][NEUTRAL] I, I cannot, no, ma'am, there's not, um.
[AGENT][NEGATIVE] The work didn't do it.
[AGENT][NEGATIVE] If, if they didn't do, no, if, if they didn't do it, it was someone in our department, it doesn't tell me who did it. I did go back and look. He was not on the March invoice of the March premium was not paid. The policy could have been issued after was billed for March. They did pay April, but they have not paid for March.
[CUSTOMER][NEUTRAL] I don't know that they did. I.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so wait a minute, so they didn't if they didn't pay for April, so what's her pay through date right now?
[AGENT][NEUTRAL] They did pay for April.
[AGENT][NEUTRAL] That they did pay for April.
[CUSTOMER][NEUTRAL] I mean, I'm, I mean March.
[AGENT][POSITIVE] Yes, ma'am, that's right. I just I said right. Her pay through day let me.
[CUSTOMER][NEUTRAL] So, so what's her pay through date?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's 411.
[CUSTOMER][NEUTRAL] So right now her pay through date is for 11?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Because the
[CUSTOMER][NEUTRAL] So then she doesn't need to pay on the same invoice, huh?
[AGENT][NEUTRAL] Yes, ma'am, she does because we never received a March premium. We got April premium.
[CUSTOMER][NEUTRAL] Yeah, but if she's paid through [PII].
[CUSTOMER][NEUTRAL] That's what she should be paid through. If she didn't pay March premium, then wouldn't that make her paid through [PII]?
[AGENT][NEUTRAL] You are, you are correct on that, but it's because of the way that it was posted on the April invoice that was April's premium you mean March.
[CUSTOMER][NEUTRAL] OK, so in order for her to be paid through.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What needs to be adjusted there?
[AGENT][NEUTRAL] OK, let me place you on a brief hold just to make sure I'm getting my information correct. Do you mind if I place you on hold for just a moment please, [PII]?
[CUSTOMER][NEUTRAL] Yeah, because that's not what, that's not, OK, yes, please.
[AGENT][NEUTRAL] Yes. OK. I, I wanna make sure that I'm right, just, just so I don't tell you wrong. Please just hold for a moment for me, OK?
[CUSTOMER][NEUTRAL] Sure. Sure.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hi sweetie, I'm sorry, I think I should.
[AGENT][NEUTRAL] And they were.
[AGENT][NEUTRAL] OK, it's gonna be for um on the OSC invoice for 18005.
[AGENT][NEUTRAL] I talked to [PII] earlier on this and that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] With NAS calling that [PII], OK.
[AGENT][NEUTRAL] They want to end her um employment 421.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That March premium due. I did see she was not, she wasn't billed on the March invoice. She was billed on the April invoice that she paid for 11.
[AGENT][NEUTRAL] And she said that she did speak with [PII] and [PII], and they said that they could take a credit and pay half of it to turn her 421.
[AGENT][NEUTRAL] How would they do that adjustment?
[AGENT][NEUTRAL] That's what she
[AGENT][NEUTRAL] Yeah, I thought we didn't do that.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Should I get with [PII] and just help her I'll call her back maybe.
[AGENT][NEUTRAL] They are
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I'm just very, I'm just getting confused because.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's what I'm gonna do because.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I didn't think so, and I was like, that's what I was thinking, OK, I just didn't want to tell her the wrong thing because I, I'm, I'm telling her no, we don't prorate, but then she said she has to actually stay in Amber. I'm like, I don't want be wrong, you know what I mean? OK, yeah, I'll do that. OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll do that. Thank you so much. I appreciate it. You bet. Alright, thanks girl.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hey, look, I, I'm gonna reach out to [PII] just to confirm because we don't normally typically do that. Do you have an extension or is this your direct line?
[CUSTOMER][NEUTRAL] Um, no, if you call that, I normally answer if not you can just ask for me. It's only two of us that answer the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Now, is it [PII]?
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] OK, let me reach out to her because I just wanna make sure that I tell you right because you said that you did speak with her and I'm gonna give you a call back today. OK. What time do you leave?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I leave at [PII].
[AGENT][NEUTRAL] OK, I'll call you that way before then, OK?
[CUSTOMER][NEUTRAL] OK. And tell me again your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], that's right. OK, thank you, [PII]. Have a good day.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] You're welcome. I'll talk to you soon. OK, bye-bye.