AccountId: 011433970860
ContactId: 13795c0a-ac85-471f-9d66-68c76ad3961e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1765180 ms
Total Talk Time (AGENT): 558779 ms
Total Talk Time (CUSTOMER): 338371 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/13795c0a-ac85-471f-9d66-68c76ad3961e_20250618T17:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I noticed that on our new billing that one of the premiums for one of the employees is more than it should be.
[AGENT][NEUTRAL] OK, so you're the group administrator and you're calling regarding premium, is that correct? Alright, yes ma'am. Well, I can take a look at that and try to help you with this, and who am I speaking with?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the group number?
[AGENT][NEUTRAL] Or, yeah, first off, the group number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 22469
[AGENT][NEUTRAL] OK, thank you. So give me a moment please, [PII] to get the group's information pulled up and then I'll need to verify the group's information with you first for security and then we'll move on to the specific number, OK?
[CUSTOMER][POSITIVE] Sounds great thank you.
[AGENT][NEUTRAL] Oh, you're welcome. All right, so first off, if you'll please verify the group name and the address.
[CUSTOMER][NEUTRAL] OK, uh, Cora Leasing Inc DBA ASI [PII].
[AGENT][NEUTRAL] Thank you and then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm so sorry. Would you please say that one more time?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, um, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] OK, thank you and then the number that we have on file for the group is also the same as the one that you gave me, so that is the best number that should be on file, is that correct?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][POSITIVE] OK, thank you, alright.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have the policy number for the number you're calling about, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I for his individual.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Right, um, 02620800.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, your voice is cutting out for some reason just a little bit, so would you repeat that number again?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, 02620800.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you one moment for me to get that pulled up.
[AGENT][NEUTRAL] OK, and the employee's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is his name and I can look for his date of birth, but I don't have that on me right this second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. OK. Uh, I do need to verify that to make sure that this is the correct number. OK, thank you.
[CUSTOMER][NEUTRAL] Sure, let me
[CUSTOMER][NEUTRAL] OK, his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, now if you can bear with me just a few minutes for me to try to pull up some additional information on this, so just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your group just completed their renewal, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I can do on here um to.
[AGENT][NEUTRAL] This was uh, I, I do show a new premium rate for him.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] A 56 274.
[AGENT][NEUTRAL] Excuse me, for a 61 effective date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that's fine, but we're being charged for [PII] also and I understand why it's because he he became effective [PII], but I think that that premium.
[AGENT][NEUTRAL] [PII] I do share specific.
[CUSTOMER][NEUTRAL] I think his premium for that particular month should be $49.36.
[CUSTOMER][NEUTRAL] Because that's what the premium amount was in May.
[AGENT][NEUTRAL] Correct, so you're saying that your invoice does not show 4936 and 50.
[CUSTOMER][NEUTRAL] Correct, it shows 5627.
[AGENT][NEUTRAL] Alright, so bear with me just a second. I'm gonna have to ask a question on this.
[AGENT][NEUTRAL] You said that so on the invoice for May, it's showing 5627. Is that correct?
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Cause it should be.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] I would think it should show you 4936.
[CUSTOMER][NEUTRAL] So what happened is I, I had paid the statement or the invoice for [PII] and then I remembered oh I needed to have added him to it so what they do is if you add them after you've made the payment they just add it to the to the next bill.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if I look at this invoice 6391842.
[CUSTOMER][NEUTRAL] It shows I'm billed for him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2 times.
[CUSTOMER][NEUTRAL] At 5627.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEGATIVE] Yeah, I'm billed 2 times, but I'm billed at the rate of 5627 twice.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so just bear with me a moment.
[AGENT][NEUTRAL] My husband just uh see if they can take a look at this since the group just completed the renewal.
[AGENT][NEUTRAL] And I may have to just send a request, um, [PII] to have someone to look at this and to give you a call back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] or it can just see if it can, you can just adjust it on your end, but I need for to have someone look at one piece of this, if that's OK. Do you have just a couple of minutes? OK, thank you very much. OK, great. OK.
[CUSTOMER][POSITIVE] Yeah that'd be great.
[CUSTOMER][NEUTRAL] Yeah, either way, mhm.
[AGENT][NEUTRAL] Maybe somebody will respond to me fairly quickly, [PII], and if not, then I will, I'll send the request and I believe that um based on what I can see, you should be able to just adjust.
[AGENT][NEUTRAL] The invoice
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] So normally on the invoice you know online I could just make all kinds of changes but with this new website I'm just not sure about that so.
[CUSTOMER][NEUTRAL] Um, because it says, you know, something like submit invoice and I'm not sure if if I can still adjust it or not.
[AGENT][POSITIVE] You should still be able to, yes, yes, you should.
[CUSTOMER][NEUTRAL] If, if I
[CUSTOMER][NEUTRAL] OK, oh, we'll see if I hit, um, if I hit that button it says ACH or paper check.
[CUSTOMER][NEGATIVE] If I hit submit invoice but there's nowhere I can like make changes to this like I used to be able to?
[CUSTOMER][NEUTRAL] Oh, actually I was wrong. I pushed the button and it.
[AGENT][NEUTRAL] OK. There should be OK.
[CUSTOMER][NEUTRAL] Maybe I can so.
[AGENT][NEUTRAL] I was
[CUSTOMER][NEGATIVE] Since everything's new, I, I get nervous with this, OK.
[AGENT][NEUTRAL] Well, uh, you're not the only one. You're not the only one because it's, it's brand new for all of us and so, you know, just.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Just uh
[CUSTOMER][NEUTRAL] OK, I'm just gonna adjust that I thought I couldn't.
[CUSTOMER][NEUTRAL] Um, and actually I have another question. I cannot print one of our new, um.
[CUSTOMER][NEGATIVE] Uh, someone that just got put on the under the new open enrollment. I cannot print there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Card, is there a way you can send one?
[AGENT][NEUTRAL] Yes, and give me just a moment and let's see if I can get a response on this other question that I've asked and I'll pull that other members.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information up and take a look to see um why you are not able, if I can determine why you're not able to access the ID card for them.
[CUSTOMER][POSITIVE] OK, thank you, yeah.
[AGENT][POSITIVE] Oh, you're welcome. Sure.
[AGENT][NEUTRAL] And if you would like, there is a user guide for the groups as far as using the online service center if you would like for me to email that to you I can do that as well.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] Yeah that'd be perfect.
[AGENT][NEUTRAL] And it's with the new system, I mean, we are, you know, still working through some, some things, um, kinks, bumps in the road. So if you have any trouble with it, you know, unfortunately, that's just not avoidable in this day and time. But um
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know, if you run across something that's.
[AGENT][NEUTRAL] Seemingly not correct then please reach out to us so that we can either try and help you with it or report it if it's not something that we can resolve with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Well, I was able to adjust that since I was just nervous that it was gonna take me to the payment screen only um I did get it fixed and I did short pay it by by that um lesser premium amount but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Or you know the difference between the two, so I think that part works great.
[AGENT][NEUTRAL] OK, um, alright, well, give me just a second. I'm I'm about to send you this email, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's the email I'm about to send you is gonna just come from care team at [PII] and I did put a PO online service center in there for you.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And bear with me while I make a note on Mr. [PII]'s.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you happen to have the policy number for the other employee [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I can't get that.
[CUSTOMER][NEUTRAL] Uh, actually, let's see.
[CUSTOMER][NEUTRAL] Policy number 2641394.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And this member's name and date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me go to a different screen to get that.
[CUSTOMER][NEUTRAL] [PII] is the name and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, that may, OK, so this policy was just issued on yesterday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's why you
[AGENT][NEUTRAL] Didn't have now. Can you try and see if you can see her ID card now?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can see it now, which means you should be able to see it now.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, let me get to that.
[AGENT][NEUTRAL] To download it because it does, it takes at least 24 hours. So with that just having been processed, even though her effective date is [PII], it had to go through overnight processing and.
[AGENT][NEUTRAL] To be viewable.
[CUSTOMER][NEUTRAL] Yes, um.
[CUSTOMER][NEUTRAL] Where do I go to see the oh download ID cards OK.
[AGENT][NEUTRAL] Mhm, that's gonna say if you'll give me just a second, I'm gonna pull that user guide that you gave me.
[CUSTOMER][NEUTRAL] Whenever I click download.
[AGENT][NEUTRAL] I mean that I just emailed to you so I can try to help you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Well, if I click on download ID cards it says error unable to download ID cards if this error persists give you a call.
[CUSTOMER][NEGATIVE] So I can't print anybody.
[AGENT][NEUTRAL] Alright, one second.
[AGENT][NEUTRAL] So, OK, so when you click on download ID cards, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] It gives an error stating what again exactly [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That there's an error pulling it up and that I need to call you if the error persists.
[AGENT][NEUTRAL] Does it say nothing is available or does it just.
[AGENT][NEUTRAL] And uh if you could try that one more time to tell me exactly what the message says on the error.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Sure, yeah.
[CUSTOMER][NEGATIVE] So whenever and this is when I click on my group on that tab on the left side and then it brings me to this page that says download ID cards and if I click that it says unable to download ID cards if the error persists please contact customer service.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let me double check a couple of things on here.
[AGENT][NEUTRAL] But that's for your entire.
[CUSTOMER][NEUTRAL] Yes, the whole group.
[AGENT][NEUTRAL] I'm gonna I'm asking again these things with the online service center like this um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Trying to check to see if anyone else has spoken to, you know, a group administrator that's having.
[AGENT][NEUTRAL] That same issue to see if that's already been reported or if that's, this is something that I would need to report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's see, so this, OK, so I was just told um now so you're trying to do it for the whole group, is that correct? Not just that individual, not just Ms. [PII], you clicked on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know how to do it to just do hers, but.
[AGENT][NEUTRAL] OK, so you, you clicked on.
[CUSTOMER][NEUTRAL] It won't let me
[AGENT][NEUTRAL] OK, so, OK, so you clicked on my group I'm gonna have to be very specific, [PII], so I'm sorry for all of the questions, but I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh no, it's OK.
[AGENT][NEUTRAL] Otherwise I'll be calling you back because IT will want me to get some additional information. OK, so, um.
[CUSTOMER][NEUTRAL] I understand that.
[AGENT][NEUTRAL] OK, so you clicked on my group on my groups.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] And then my, what does it say specifically migrates and then download ID cards is that the next?
[CUSTOMER][NEUTRAL] Down download ID card, yes.
[AGENT][NEUTRAL] And that's when you get the the message that states unable.
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] To download ID cards, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I will do is I'm going to, um, I am gonna submit this since it's for the for the whole group they were they wanting to know if it was a group at the group level or just this individual person, um.
[AGENT][NEUTRAL] So do you need for me to.
[AGENT][NEUTRAL] Email her ID cards, they will go out in the mail. Obviously, they should go out in the mail to her today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, if you could email if you wanna just email it to me or.
[AGENT][NEUTRAL] And I mean she can send or she can set up her own profile in the portal.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she can access because every every member has that ability to set up their own profile where they can access all of their information you know specific to them and their claims and anything like that um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But since you can't access it, I mean, do you want me to email it to you?
[CUSTOMER][POSITIVE] Uh, yeah, that would be appreciated.
[AGENT][POSITIVE] All right, I'll be happy to do that. Let me pull that up.
[AGENT][NEUTRAL] All right. So let's see here. I'm sending this to you now, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure you get this.
[AGENT][NEUTRAL] And it's also gonna come from care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I received it.
[CUSTOMER][POSITIVE] Very good thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. So is there anything else um that I can help you with at the moment?
[CUSTOMER][POSITIVE] No, I think you've done great.
[AGENT][NEUTRAL] Or try to help you or try to help you with at the moment. So anyway, but we will look into the fact that you, um, you know, about the ID card situation in the portal.
[CUSTOMER][POSITIVE] Yeah, you've done great.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][POSITIVE] Alright then, well, if that is all I can help you with at the moment, thank you again for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Yes you too thank you.
[AGENT][POSITIVE] All right. Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.