AccountId: 011433970860
ContactId: 183cd476-d0fe-4aac-9e33-7639f1318b69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283440 ms
Total Talk Time (AGENT): 82097 ms
Total Talk Time (CUSTOMER): 91328 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/183cd476-d0fe-4aac-9e33-7639f1318b69_20250226T13:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I was calling just to see the status of a, um, email that I sent on [PII] that I haven't gotten a follow up on just yet for the group Hickory Mechanical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what did you say that group name was?
[CUSTOMER][NEUTRAL] Hickory mechanical.
[AGENT][NEUTRAL] Hickory.
[AGENT][NEUTRAL] OK. And what did you need to know about it?
[CUSTOMER][NEUTRAL] So, um, there were 3 individuals that the group admin said were showing up on their invoice that were terminated or were showing enrolled in benefits that they um did not elect and I was just trying to get that corrected for them and then get it credited back.
[AGENT][NEUTRAL] OK, and who was the first one?
[CUSTOMER][NEUTRAL] Um, [PII], they were terminated on [PII], and they were still showing on their invoice.
[AGENT][NEUTRAL] Uh, they've been pain, [PII].
[AGENT][NEUTRAL] They've been paying for him all along. Is there a reason they've been paying for him?
[CUSTOMER][NEUTRAL] Yeah, um, I guess so because she just noticed that they were on their invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And where did you send this email to?
[CUSTOMER][NEUTRAL] I sent it to [PII].
[CUSTOMER][NEGATIVE] In the same day I got a confirmation that it was submitted to the billing department and that I would get a response when it was completed, but I never got anything back since the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said you sent this on [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It looks like.
[AGENT][NEUTRAL] [PII] is still on there.
[AGENT][NEUTRAL] So let me check the next one.
[AGENT][NEUTRAL] [PII] had of had Medlik. So [PII] was terminated, so both policies need to lapse. [PII] is still on the billing.
[CUSTOMER][NEUTRAL] Then
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] It's still on the bill. I'll go ahead and I'll submit those myself and uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get that squared away for you, OK?
[CUSTOMER][NEUTRAL] OK, is there any way to get it escalated since the group's been waiting for so long? OK, I appreciate it.
[AGENT][NEUTRAL] And can I
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'll go ahead and put that in and am I talking to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll just respond to your email that you sent on the [PII], OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, is there anything else I can do for you while I have you on the phone?
[CUSTOMER][NEUTRAL] I don't think so, but let me double check because I know that.
[CUSTOMER][POSITIVE] I think she sent a couple other things. Let me make sure I got them all.
[CUSTOMER][NEUTRAL] No, this was the only one that was, yeah, that one was taken care of.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, it looks like
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's the only one that is still outstanding.
[AGENT][NEUTRAL] Yeah, so he's got everything but midline. OK, alright, I'll get that put in right now and let you know as soon as it's done, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, thanks so much for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.