AccountId: 011433970860
ContactId: 18c02292-96f8-42c1-ae7b-4d0582375f8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 784539 ms
Total Talk Time (AGENT): 206473 ms
Total Talk Time (CUSTOMER): 145809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/18c02292-96f8-42c1-ae7b-4d0582375f8d_20250225T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, one of our employees received a bill. Um, his benefit is usually paid for through deductions through his payroll, and I just wanna make sure that this was sent in error.
[AGENT][NEUTRAL] OK, let's take a look. Do you have his policy number?
[CUSTOMER][NEUTRAL] Yeah, let's see, policy number is 00606338.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I can get the insured's name and date of birth?
[CUSTOMER][NEUTRAL] OK, uh, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm showing that it's a draft through payroll.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me see what the last correspondence sent out to him was.
[CUSTOMER][NEUTRAL] It's dated [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Premium date [PII].
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Was he ever on any sort of leave or anything, do you know?
[CUSTOMER][NEUTRAL] Oh, offhanded I don't know, but I don't think there's been any recently.
[AGENT][NEUTRAL] Yeah, it was premium for [PII], it looks like.
[CUSTOMER][NEUTRAL] Premium
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let me go back. I'll have to go back and
[AGENT][NEUTRAL] His policy is active. It's not lapsed or anything like that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, that's why I was just curious if you knew if he was like,
[AGENT][NEUTRAL] Maybe gone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's think.
[CUSTOMER][NEUTRAL] So it's still showing.
[CUSTOMER][NEGATIVE] That he owes money
[AGENT][NEUTRAL] Well that's the correspondence, yeah, that was sent out that I pulled up is what he got that bill for the $32.80. um I'm trying to pull up the group and see if it was on the, the bill for that month if it's, you know, something that's yeah, applicable here or not give me just a sec.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Sure, sure, no problem.
[CUSTOMER][NEUTRAL] Well dang.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Somebody doesn't realize you just pushed the button once.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Not lay on it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The original one, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] I'm having a hard time finding the invoices for this group. Give me just a second. I'm sorry.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Can I go ahead and get your name?
[AGENT][POSITIVE] Yeah, absolutely. My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Because I know they're gonna ask me, well, who did you talk to?
[AGENT][NEUTRAL] Yeah, for sure. I know, right?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, let me just I'm gonna reach out to somebody over in billing and just double check to see if this is still valid um hold the line just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I heard no documents.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's reach out to customers there.
[AGENT][NEUTRAL] And customer customer service usually right?
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. I have an insured on the line who got a bill and I was trying to figure out why, and I'm hoping maybe you could help me with that. Um, can I give you the policy number?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's 606-338 for a [PII].
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[AGENT][NEUTRAL] And I went into OnBase, um, he did get a letter from us and I, I was able to see that. It looks like it's premium from [PII], um.
[AGENT][NEUTRAL] And I'm just trying to make sure that that's valid. I'm, I'm sure it is, but I was just having a hard time confirming.
[CUSTOMER][NEUTRAL] OK, this is on payroll deductions.
[AGENT][NEUTRAL] I know, and that's why I was confused.
[AGENT][NEUTRAL] But we sent him a letter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me look and see what, what is, uh, let's that's the letter 06338 [PII].
[AGENT][NEUTRAL] Yeah, but this is, yeah.
[CUSTOMER][NEUTRAL] 123.
[CUSTOMER][NEUTRAL] the premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] uh let's see.
[CUSTOMER][NEUTRAL] It looks like the group was late paying the premiums so it lapsed and when the groups, so they sent that off group letter um that that letter in there saying you know that they didn't receive the premium within the grace period um that's an off group letter uh and it's sent out to those on payroll deductions um but anyways they've received the premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his policy's been reinstated, reactivated rather it's not reinstated, it's reactivated.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, I did see it was active.
[CUSTOMER][NEUTRAL] So it was
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEGATIVE] Issued in, yeah, the, the letter was just sent out an error I would say.
[AGENT][POSITIVE] OK, all right. Well, thank you so much for that. I really appreciate your help.
[CUSTOMER][NEUTRAL] Alright, is there anything else I can help you with?
[AGENT][POSITIVE] No, ma'am. I hope you have a good day.
[CUSTOMER][POSITIVE] All right thank you [PII] have a good day.
[AGENT][NEUTRAL] State
[AGENT][POSITIVE] Thank you so much for your patience and waiting on that. I apologize for the long hold. Um, it looks like the letter was sent in error, so [PII] doesn't need to pay anything towards the policy.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Yeah, thank you for your patience. Have a good day.
[CUSTOMER][NEUTRAL] You too.