AccountId: 011433970860
ContactId: 1acdd73d-b87b-43d6-b0d3-ca9d2dd215db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1023650 ms
Total Talk Time (AGENT): 351919 ms
Total Talk Time (CUSTOMER): 379199 ms
Interruptions: 10
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1acdd73d-b87b-43d6-b0d3-ca9d2dd215db_20250325T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] I guess I'm just gonna get you every time I call today.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I have Ms. [PII] on the phone, um, she, oh, she's with group number 80032.
[CUSTOMER][NEUTRAL] She is calling about policy number 2508109.
[CUSTOMER][NEUTRAL] She noticed on her portal that this policy was lapsed and she said it should not be lapsed.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What's the name on that policy?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, hold on, let me finish my note.
[AGENT][POSITIVE] No worries, no worries.
[AGENT][NEUTRAL] I can look it up. I just thought maybe you had it.
[CUSTOMER][NEUTRAL] No, I can I've got it pulled up. I was just in the note section, um, all I have to do is say transfer group billing to assist and I'll be done.
[AGENT][NEUTRAL] Yeah, it looks like I did it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is
[CUSTOMER][NEUTRAL] Let's see, her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] But this is um [PII] on the phone from the group and she verified everything she's actually with the agent's office.
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] What's the, what's her callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] OK, alright, I'm ready for it and you said [PII], OK.
[CUSTOMER][POSITIVE] OK, thank you so much. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in group billing. How are you this morning?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm doing good, thank you.
[AGENT][NEUTRAL] I understand you're you have a question about someone that's been termed in our system.
[CUSTOMER][NEUTRAL] Yes, uh, well, I don't know if she's, I, I guess she has been termed. I guess that would be the right terminology for it, um, so yes, this member, it happened once before, um, back in October of last year, um, we had, we actually realized it because our the commission statement came and it was off by one person, so we figured, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, we called it in and for some reason she uh had been removed I guess when they were uh temporarily uh like canceled for um not for a late payment or something I think it was um but she was, you know, that was corrected I believe it was um yeah end of October, so she was added back on and then it just so happened she called me now because she's at a doctor's appointment and needed a copy of her ID card so when I go into the portal all of a sudden.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see her there again, so.
[AGENT][NEUTRAL] Yeah, I see that.
[CUSTOMER][NEUTRAL] Um, I don't know what occurred because we never processed a termination for her, um, at all, so.
[CUSTOMER][NEUTRAL] I don't know what is what's happened.
[AGENT][NEUTRAL] Well, it looks like, let me see, it was back in November.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I'm just looking at all the places that it could be from.
[CUSTOMER][NEUTRAL] Yeah, I don't know what's going on. Mhm. Sure.
[AGENT][NEUTRAL] It's December.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Because I'm looking and I'm actually the one that turned her back in November.
[AGENT][NEUTRAL] And it says that it was a group's request, but I'm just trying to find where.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That group request came from.
[CUSTOMER][NEUTRAL] Yeah, where? because I don't.
[AGENT][NEUTRAL] It wasn't like an automatic thing it was.
[CUSTOMER][NEUTRAL] Yeah, I don't, yeah, I don't have.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's, I don't recall. I don't recall and usually I keep notes of everything, so, and let me see, and [PII] was actually when.
[CUSTOMER][NEUTRAL] I have my last notation. She's reinstated and APO added her August and October premium onto the November invoice. That's the last I have which was from notation from [PII], so I don't know where that.
[AGENT][NEUTRAL] Well, see, that would have been after I had done that. So why is it still lapsed? Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's weird.
[CUSTOMER][NEUTRAL] Something
[AGENT][NEUTRAL] Yeah, it's definitely still lapsed.
[AGENT][NEUTRAL] Alright, so I see here.
[AGENT][NEUTRAL] On September because that was the payment for September's invoice was made [PII], and she was on there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She's on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm gonna look through my emails because I don't remember and if there was a term I would normally just process it through the portal. I wouldn't even call it in or anything like that because I, I can do it so it's just weird.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just gonna check to see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Others.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I apologize. I'm not
[AGENT][NEUTRAL] Seeing why.
[AGENT][NEUTRAL] I would have done that.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I mean
[AGENT][NEUTRAL] It looks like it was done in November, but
[AGENT][NEUTRAL] It was um termed as of [PII].
[CUSTOMER][NEUTRAL] Um, let me, yeah, that's.
[AGENT][NEUTRAL] Supplement bills be.
[CUSTOMER][NEUTRAL] Something's not right cause I called in, yeah, October because that's when we realized that she had been removed when the group had, I think here I have a note, don't know, OK.
[AGENT][NEUTRAL] I just don't know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I see here, um, [PII] or [PII] reinstated it on the [PII].
[CUSTOMER][NEUTRAL] OK, call the you so she's looking at my service.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, let me see, I don't remember how employed this.
[CUSTOMER][NEUTRAL] left out, OK, so she's looking into client services. These group had been canceled and then reinstated, but [PII], but she, yeah, um, [PII] was left out. She's reinstating her, yeah, that was when I spoke to [PII] on [PII]. She is reinstating her and there will be, uh, there will be.
[CUSTOMER][NEUTRAL] November premium for her added on to December invoice.
[CUSTOMER][NEUTRAL] I don't know why she was.
[CUSTOMER][NEUTRAL] Yeah, she was originally added for September for uh sorry, not September for [PII]. She was originally enrolled.
[CUSTOMER][NEUTRAL] So I don't know again, I don't know why.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK. So it looks like.
[AGENT][NEUTRAL] I, I apologize. I don't see the backup for why I would have.
[AGENT][NEUTRAL] Um, term that policy, but I do see that in January we sent a refund.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] On her uh policy because it was lapsed, um, you know, we were receiving money and it shouldn't have, you know, we shouldn't have received.
[AGENT][NEUTRAL] Boy, I don't know what happened here. I do apologize.
[AGENT][NEUTRAL] I'm just trying to look to see where all this went.
[AGENT][NEUTRAL] OK, so that's an email just letting them know about the addition of her, but.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] I don't go around canceling policies for nothing. I there's gotta be something somewhere.
[CUSTOMER][NEUTRAL] Um, let me check my emails again. I just, it's so strange because I, I mean, normally I would just.
[AGENT][NEUTRAL] You know what it might have been?
[AGENT][NEUTRAL] I sent an email in September to the group letting them know that we received their payment. It was short, you know, because they had the addition of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, there was a, there was a, there, there was, there was something, yes, there was a, I remember that and then they, and then he was sending the payments but then there was a confusion because somebody had been added on and um he was still sending like automatically the amount he previously was paying um but then he finally caught up I think it was in November I think is when he finally.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, made the correct payment trying to see, yeah, I don't have nothing yet.
[AGENT][NEUTRAL] And I'm thinking I had to lapse the policy in order to apply the payment that we did receive because I sent another email in October about it and.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So maybe that's what occurred.
[AGENT][NEUTRAL] I, I apologize. That's the only thing I can think of.
[AGENT][NEUTRAL] Because we had received additional it says we received additional payments for September and October, but we still need the detail to reconcile, and I don't know that I got that let me look in here and see what we got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, I never got anything and I think I had to lapse the policy in order to um apply the payment that we had received.
[AGENT][NEUTRAL] I think that's what it was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we still have let me look at the system here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] It looks like we still have some money in suspense from overpayments that would cover.
[AGENT][NEUTRAL] Some of the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, is this employer paid or 82?
[AGENT][NEUTRAL] As employer sponsor. OK, so I can apply this to get her policy up to date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, employer.
[AGENT][NEUTRAL] I think we need to maybe look at um the gentleman's policy as well that I had inquired about.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Which which was the gentleman?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What was the last name?
[CUSTOMER][NEUTRAL] OK, and which one because there's two of them in this group. There's a [PII] and there's a [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Because it doesn't look like he's appearing on the invoice either.
[CUSTOMER][NEUTRAL] [PII]. OK, I can tell you [PII] was
[CUSTOMER][NEUTRAL] Oh, OK, he, let me see, he was added, give me a second.
[CUSTOMER][POSITIVE] He was added, oh boy, he was added last year.
[CUSTOMER][NEUTRAL] Uh, he was added [PII] of last year.
[AGENT][NEUTRAL] Yeah, so that's what it is. It was the same exact time, so.
[AGENT][POSITIVE] The $221 that we have twice um in suspense looks like it should have covered two months of their um premium which I can definitely take care of. We um also refunded 1 month's premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For her, let me look about for his.
[AGENT][NEUTRAL] Yeah, so we refunded individually, um, 1 month, 1 month for each one of theirs, and then I have 2 months in suspense that I can, um.
[AGENT][NEUTRAL] Applied to their policy I can reactivate them and what I would need to do would be to update their April invoice to show um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The months that we'll need to get them caught up, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send that a copy of that updated adjusted invoice to you if you'd like.
[AGENT][NEUTRAL] Um, or just, you know, directly to the group, it can also be accessed.
[CUSTOMER][POSITIVE] That would be great thank you yeah so I can call them and let them know.
[AGENT][NEUTRAL] Yes ma'am, it can also be accessed on our online service center. Yes ma'am. Let's see, what is a good email address for you?
[CUSTOMER][NEUTRAL] Yeah. Oh yes, yes, through the portal. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. So [PII], the word [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Let me get that, that worked out and um it might be a little bit after lunch, but um I'll get that done for you today and get you a copy of that adjusted invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, can I get a reference number also?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I don't have a reference number love. I'm so sorry, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have those, but my name is [PII] and um this is my group that I, I, I handle their their payments so um if you ever have any questions, you're more than welcome to ask for me.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so you're like their case work you're like their case manager basically OK alright OK so I'll wait for that email and um from later today and that way I can explain to them.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[CUSTOMER][POSITIVE] When they get the invoice, why there's adjustments and things, OK, alright, excellent, thank you, [PII], for your help. I appreciate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, so I'm, I'm sorry about this. Yes, ma'am, we'll get this straightened out.
[CUSTOMER][POSITIVE] No, OK, fantastic. Thank you. I appreciate it.
[AGENT][POSITIVE] Thanks for calling APL. I'll I'll just discuss with you later.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Mm bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.