AccountId: 011433970860
ContactId: 17672b2c-0181-4199-8253-811d0cc6c080
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275369 ms
Total Talk Time (AGENT): 177222 ms
Total Talk Time (CUSTOMER): 103598 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/17672b2c-0181-4199-8253-811d0cc6c080_20250106T14:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hello, my friend. How are you doing? [PII].
[AGENT][POSITIVE] Happy [PII]. I heard APL Spanish and I'm like, what?
[CUSTOMER][NEUTRAL] I'm, I, I'm, I'm, I'm confused.
[AGENT][POSITIVE] OK. Well, I'll try to help you out. What's going on, girl?
[CUSTOMER][NEUTRAL] Can you help me
[CUSTOMER][NEUTRAL] So I have a Mr. [PII] on the line. Now the policy number he gave me is 246-576-1, and this is the city of [PII] employee.
[AGENT][NEUTRAL] Oh yeah, I'm working on that right now they had open enrollment, um.
[AGENT][NEUTRAL] Let's see, yeah, um, it shows that he is termed since [PII].
[CUSTOMER][NEUTRAL] So this, I don't know what's going on, but that's not true. They had a claim for March processed on this this policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] However, there's another policy 1842027 that was active through [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] That was effective [PII].
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Yeah, um,
[CUSTOMER][NEGATIVE] It's kinda all it it kind of looks like it got in a blender and didn't get didn't get.
[AGENT][NEUTRAL] It, yeah.
[AGENT][NEUTRAL] It did. It looks like um the pay to date rolled up too far on that [PII], but it should be under that first number you gave me.
[CUSTOMER][NEUTRAL] Well, he's saying that he's still paying of course and.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He's lap since one winter [PII]. Um.
[AGENT][NEUTRAL] And they ran the files just uh uh Thursday of last week I believe it was and.
[AGENT][NEUTRAL] I see, I don't he wasn't on the file because he didn't issue a new policy.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's gonna have to talk to his HR.
[AGENT][NEUTRAL] Yeah, he needs to go to HR because um.
[AGENT][NEUTRAL] It would have issued him a new policy had he been on the file, the new file for [PII] unless the Social Security numbers are messed up, um, he's on city of Hilea active.
[CUSTOMER][NEUTRAL] And see he's got a
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on, give me just a second, let me look at something.
[AGENT][NEUTRAL] I happen to be working on that group. hm. I know it. Let's see quiz.
[CUSTOMER][POSITIVE] How about that budget? Thank you, [PII]. Hm.
[CUSTOMER][NEUTRAL] Little, another little nugget today.
[AGENT][NEUTRAL] Uh-huh, um, [PII].
[CUSTOMER][NEUTRAL] Little God nugget.
[AGENT][NEUTRAL] Yeah, he's not on there he's not.
[AGENT][NEUTRAL] Mm he's gonna have to go to there, go there and see what's going on because he is not um.
[CUSTOMER][NEGATIVE] And he's got a claim for 11:20 that's not gonna be paid well, I don't know if it'd be paid anyway, but.
[AGENT][NEUTRAL] I was looking
[AGENT][NEUTRAL] 11:20. Mm. Yeah, he's gonna have to go there because uh he, he's not active and
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] In fact, they never paid a premium.
[CUSTOMER][NEUTRAL] But the premium, it looks like it was issued on that 2027 policy because it paid through 324.
[AGENT][NEUTRAL] On him.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It looks like it went to the wrong policy or something maybe I don't know I don't know how that works.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, but if he had a claim for November, it's still.
[CUSTOMER][NEUTRAL] Wouldn't have been, yeah.
[AGENT][NEUTRAL] It wouldn't have been, yeah, I'm gonna get um I'll get billing to look at that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, 1842027 and [PII] and see if they can if what happened on the premium on that one but yeah it still wouldn't have been paid. I don't know if they just failed to pay him or what but he needs to go to HR his HR and talk to him about it.
[CUSTOMER][MIXED] I'll tell them, well, I appreciate it. Now that just kind of was like something just doesn't feel right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it ain't job, is it?
[CUSTOMER][NEUTRAL] I needed some help, some expertise advice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I hate it for him, but yeah, that's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'll um I'll write that down and send them and, and see if somebody can help with that.
[CUSTOMER][POSITIVE] I appreciate it. I hope you have a great day.
[AGENT][POSITIVE] Well, no, I hope you have a good day too. You be good.
[CUSTOMER][POSITIVE] Thank you, my friend. You too. Take care. Bye-bye.
[AGENT][NEUTRAL] OK, you too. All right. Bye-bye.