AccountId: 011433970860
ContactId: 184dd03c-e3ee-4d3e-b19c-a2d1e501d07b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451559 ms
Total Talk Time (AGENT): 156355 ms
Total Talk Time (CUSTOMER): 187541 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/184dd03c-e3ee-4d3e-b19c-a2d1e501d07b_20250305T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me OK?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK, you're breaking up a lot so I didn't know if I was breaking up too, um, I have a couple of questions um on.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I guess finance is basically um where I work we have several employees including myself, who have elective coverage with APL.
[CUSTOMER][NEUTRAL] Um, I'm taking a deeper dive into it though for an employee, so I pulled up my account as a reference.
[CUSTOMER][NEUTRAL] And I'm looking at my monthly premium, but I'm not seeing my monthly premium being deducted from my paychecks.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. All right. Um, let me, um, get your name and your policy number.
[CUSTOMER][NEUTRAL] Sure. My name is [PII]
[CUSTOMER][NEUTRAL] The policy number is 242-5011.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[CUSTOMER][NEUTRAL] And I'm kind of new to managing this, so, um, me trying to look into it for someone else as a new feet, um, but I'm looking at my own here and I'm looking at my pay stub and I'm like, where, where is this getting deducted because I don't see it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, Ms. [PII],
[AGENT][NEUTRAL] Are you the group contact person?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] Uh, where would I find that on one of my invoices maybe?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, let me just pull up an invoice.
[CUSTOMER][NEUTRAL] Uh, let's see here, the group number is 20939.
[AGENT][NEUTRAL] OK, let me pull up your group real quick.
[AGENT][NEUTRAL] OK, Miss. [PII], um, just to verify your group, can you please give me your email address and your physical address for the group?
[CUSTOMER][NEUTRAL] My email address is [PII] and the address is [PII].
[AGENT][NEUTRAL] Thank you and then what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII].
[AGENT][NEUTRAL] Alright, so we're gonna go back to your policy.
[CUSTOMER][NEUTRAL] Yeah, I've got a couple different screens open. I'm looking, I'm using like employee navigator. It's showing APL plan type cancer 2425 cancer level one.
[CUSTOMER][NEUTRAL] Um, cost per pay is 0, but then I go to.
[CUSTOMER][NEUTRAL] Uh, your site and I see it should be.
[CUSTOMER][NEUTRAL] Uh 2850.
[CUSTOMER][NEUTRAL] A monthly premium.
[CUSTOMER][NEUTRAL] And I'm just wondering
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] How your
[AGENT][NEUTRAL] Looking at, mhm mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] Oh no, I'm just really confused, sorry.
[AGENT][NEUTRAL] OK, no, that's OK. So looking at your policy specifically.
[AGENT][NEUTRAL] I do show that on [PII] we received 2850.
[AGENT][NEUTRAL] Through the online service center remit, so the invoices are being paid through the online service center.
[AGENT][NEUTRAL] The portal
[CUSTOMER][NEUTRAL] Right, I understand that. I make those payments, but.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] What I'm not understanding if this is a lack of coverage, that shouldn't be paying for this.
[CUSTOMER][NEGATIVE] This should be deducted from people's paychecks, no?
[CUSTOMER][NEUTRAL] If it's an elective coverage.
[CUSTOMER][NEUTRAL] Am I missing something?
[AGENT][NEUTRAL] Um, actually, what I'm gonna
[AGENT][NEUTRAL] Right, um, that's, that's a good question so what I'm going to do is let you speak to somebody in group billing.
[CUSTOMER][NEGATIVE] OK, and maybe I'm missing something but I just kind of inherited some of this responsibility, but that's why I want, I need to take a deeper dive because, and I'd like to use my own account, you know, as a guinea pig because I was like, wait, who's paying this? Because if it's a lack of coverage, well, then I should be paying for this, not.
[AGENT][POSITIVE] That can assist you further than I can because they can.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] My employer.
[CUSTOMER][NEGATIVE] OK, we'll get to the bottom of it. I just, um, I got a big wrinkle in my forehead right now.
[AGENT][NEUTRAL] I, I, I understand. OK.
[AGENT][POSITIVE] Well, hopefully we'll get that smoothed out for you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright Miss [PII], it's gonna be a brief hold while I transfer you over to group billing and um I'm gonna let them know that you already verified your group so you won't have to do that again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're very welcome. Thanks for calling. I'm gonna transfer you now.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with group 20939. She's the contact person.
[CUSTOMER][NEUTRAL] 203 what say the group number again.
[AGENT][NEUTRAL] some questions
[AGENT][NEUTRAL] 2039.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 20939.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is contact person and she did verify the group she's got some uh billing questions that she needs help with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, to go ahead and release her to you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Her callback number is also the correct the one she's calling from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks [PII], bye bye.
[CUSTOMER][POSITIVE] You're welcome.