AccountId: 011433970860
ContactId: 15b81ad8-8712-445b-8bf1-5e7cea0eaa8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593849 ms
Total Talk Time (AGENT): 263430 ms
Total Talk Time (CUSTOMER): 214523 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/15b81ad8-8712-445b-8bf1-5e7cea0eaa8a_20250220T17:11_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] with employee retention Benefits.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Um, I just, uh, wanted to check on a client, um, whose policy, uh, lapsed, and we have it back that they lapsed in December, but then there was payments after that, so I just wanted to check and see if the payment that was sent in, uh, reinstated their policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][POSITIVE] Good question um.
[AGENT][NEUTRAL] It's OK if you don't, you can tell me the name of the employer and I can look it up that way.
[CUSTOMER][NEUTRAL] Um, that would be us employee retention benefits or ERB.
[AGENT][NEUTRAL] Oh, it's for you? OK, OK, no problem, let me look that up.
[CUSTOMER][NEUTRAL] We're the broker.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And this is one of our LA County employees, no, excuse me, LA City employees, sorry about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] LA City, do you have the name of that? Is it in a specific employee that you're asking about?
[CUSTOMER][NEUTRAL] Yes, uh, her name is [PII].
[AGENT][NEUTRAL] OK, what
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Or do you need her?
[CUSTOMER][NEUTRAL] Yes, would you like her employee ID number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, I don't think I can look it up that way, but I can look it up for her name. Let me just go that route real quick. I should be able to look her up that way.
[AGENT][NEUTRAL] I'm just waiting on my system to pull up the name. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, on, um, we used to use, uh, Ease, and ease, it was listed under LA City 2022.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but now we're using Employee Navigator and that is.
[AGENT][NEUTRAL] Oh, enough, yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The electronic file feed.
[CUSTOMER][NEUTRAL] Uh, it's different.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think I found her. Let's see. It was what product was it for? Was it for disability or was it?
[CUSTOMER][NEUTRAL] Uh, critical illness.
[AGENT][NEUTRAL] OK, critical illness. Let's see. So, let me pull this up. It looks like it's lapsed, but let me go pulling this up.
[AGENT][NEUTRAL] Let's see, there's disability disability CI 121. So what policy is that? 2,307,790. I pull this up.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, the LA City.
[CUSTOMER][NEUTRAL] Um, employees, they haven't been moved to Employee Navigator yet, so she's still just in.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] In the regular? OK.
[AGENT][NEUTRAL] Just trying to get to her account. Bear with me just one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] Alright, 23 or something like that there we go.
[AGENT][NEUTRAL] Group 25464.
[AGENT][NEUTRAL] 25464 so she works for Union Bank and Trust Company, is that right?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] No, uh, oh, just she says she works for LA City as a secretary.
[AGENT][NEUTRAL] Oh, OK, well that's weird. Yeah, yeah, give me your date of birth, make sure that's the only one I pulled up. What's her date of birth?
[CUSTOMER][NEUTRAL] I have her date of birth and her social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, give me a second here.
[AGENT][NEUTRAL] Come on, sorry, my system's being so slow. OK, here we go. Let's see. So the critical illness, [PII].
[AGENT][NEUTRAL] Do you know what the last 4 of her social is?
[CUSTOMER][NEUTRAL] Yes, but I'm, I was scrolling and I found a policy number. Would you like that?
[AGENT][NEUTRAL] OK, yeah, give me that.
[CUSTOMER][NEUTRAL] 2,307,790
[AGENT][NEUTRAL] OK, that's why I had up.
[CUSTOMER][NEUTRAL] I was reading through
[AGENT][NEUTRAL] OK, hang on, it came up under that Union Bank thing, so, OK, good to know I did have the right one and let me pull them back up [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Get back over to her account.
[AGENT][NEUTRAL] OK, so, so her disability is active, but the critical illness, critical illness is showing terminated back in [PII]. Is that the one you were talking you were asking about?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It, it shows nonpayment on [PII], and I know that our, uh, TPA Sydney administrators sent one payment for July through I believe it was September or October he sent that I, I think it was July through September and he sent that in uh in September um so in that payment she wasn't listed in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can't, uh-huh, go ahead, I'm sorry. No, go ahead.
[CUSTOMER][NEUTRAL] Cause he literally just
[CUSTOMER][NEUTRAL] OK, because he literally just asked [PII] how much do we owe you? I'm gonna send you that full amount.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I thought that's, you know, that would have brought her current, but it didn't apparently.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's, let's see, so this is an electronic enrollment. So hang on just one second. I may have to pull some let's, I think we should probably pull somebody from our billing department on the phone just to make sure, um, because you're saying that he sent that you they sent a payment from July up through October.
[CUSTOMER][NEGATIVE] Sept[PII] I believe because I I remember uh for um for us for all our clients and I don't have a phone number or an extension for [PII] who's normally our billing person and this client is extremely irate because of the letter so that's why I was.
[AGENT][NEUTRAL] 4, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Oh, is that who you need? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me see if I can get [PII]. Hold on just a second.
[AGENT][NEUTRAL] Issues a recount, yeah, absolutely, definitely want to get it resolved for you because that's not fun enough.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Let's uh let's see, recounts. Let's see, stay on the line actually she's way before desk, OK.
[AGENT][NEUTRAL] Let me, she's probably at lunch. Let me um let me get with her and let her know what the circumstance is. What's the contact number for you?
[CUSTOMER][POSITIVE] Uh, my cell is the best. It's area code [PII].
[AGENT][NEUTRAL] OK, I just sent her an IM asking her to reach out to me as soon as she gets back, so I will let her know what's going on with this group that we need to review this lady's account to see if we have premiums for her critical illness in house because it's showing the pay date. Let me just verify my pay date on this other screen with her. Just one second, let's see. [PII], OK, her disability is on here. Her disability is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] flip over to the lapse screen because I swear it said 712024, so we need to validate.
[AGENT][NEUTRAL] Where the premiums are that were sent in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't know why my computer is being so slow.
[CUSTOMER][NEGATIVE] And, and, and it was our TPA, our, our third party administrator, whatever he is, um, [PII] administrators, they, they send out the one check and I could have sworn that they're starting to just send out whatever you guys need, uh, to make these clients, yeah, it's not itemized per client anymore. It's just one big check to make sure it's all current, and I've asked him for the records of the payment, uh, but he hasn't responded. It's been.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Need the billing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Couple of weeks and I have the CEO involved in conversation saying please respond so um that's why I'mbuing you guys. I apologize.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, yeah, it's a hot, OK, yeah, OK, yes, I see we did term it [PII], so let me, let me get with her. I'll pull her billing statements too because if she's term, she won't be on any of the bills that are going out either. So, um, yeah, let me get with Bree, we'll get back with you, um, ASAP, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And your name again?
[AGENT][NEUTRAL] My name's [PII].
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] [PII]. Mhm. Yeah, it's [PII] and [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Oh, you're most welcome, [PII]. Absolutely. We'll talk to you soon, OK? Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Mhm bye bye.