AccountId: 011433970860
ContactId: 1b998f06-17cb-40d2-852e-7a2db3faf0ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1070760 ms
Total Talk Time (AGENT): 350205 ms
Total Talk Time (CUSTOMER): 600491 ms
Interruptions: 11
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1b998f06-17cb-40d2-852e-7a2db3faf0ab_20250418T13:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with UTBA. Do you know if [PII] is in today?
[AGENT][NEUTRAL] Uh, no, she's out today, um.
[CUSTOMER][NEUTRAL] I need someone who can help me with web TPA. Normally [PII] helps.
[AGENT][POSITIVE] OK, well, she's in new business now and I'm, I'm working with UTBA so maybe I could help.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's a headache so um let me give you a social.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] That's all I've had this morning.
[CUSTOMER][NEUTRAL] Yeah, well, this guy, well, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me give you a social of the first guy.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see what he's got.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He has the HR21.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And the HS 21 has the web TPA on it. That's the third party that you guys use, and you guys usually send them a file on Fridays to make sure everybody's active, and he called an APL and he was told that the basically the claim would not be paid that y'all haven't active, but web TPA does not, and that's something that APL has, so I don't know why they're giving them this information and they call us back mad.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] We can't, I can't activate it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll show that he is active on our end, um, let's see, but it was reactivated, yeah, it was reactivated on the [PII], so, um, it'll go over on the file today, um.
[CUSTOMER][NEUTRAL] Right, and they, it's with TPA.
[AGENT][NEUTRAL] Should we call web TVA and let them know that it's active on our end? Would that help any or?
[CUSTOMER][NEUTRAL] She usually [PII] sends an email when do y'all send that because if it's gonna be Monday, I have one guy I think that's gonna be going to the doctor and he needs it to be.
[CUSTOMER][NEUTRAL] This guy's not going. [PII]'s not going to the doctor until Tuesday morning, so as long as he's active and they have him active on Monday, so I don't know if you need to send an email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we know what happened to him? You said on the [PII]?
[AGENT][NEUTRAL] Yeah, uh, it looks like um it was.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] Lapsed from the overdue report and then they they got some premium so we reactivated it. I don't know why um.
[CUSTOMER][NEUTRAL] Yeah, because usually y'all allow 160 something days or something or like before y'all lapse for nonpayment.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know why.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] That was done?
[CUSTOMER][NEUTRAL] Because we didn't send a term notice in or nothing.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Cause he's active.
[CUSTOMER][NEUTRAL] They were in the middle of a buyout um JLE.
[AGENT][NEUTRAL] It looks like she applied, yeah, she applied 4 months premium on, on [PII]. That's why.
[CUSTOMER][NEUTRAL] Mm, 3 months.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know if that was something that was behind on our end or if they just received it in April uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You just received it. I apologize you just received it in April?
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The group JLE was being bought out by PNS.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] So JLE was late getting their payment in because of their final whatever but usually we have a, usually we have 5 months before you guys or maybe web TP I don't know.
[AGENT][NEUTRAL] Oh, OK. That's
[AGENT][NEUTRAL] Oh, no, I think it's, yeah, I think it's 2 months.
[AGENT][NEUTRAL] 60 days.
[CUSTOMER][NEUTRAL] Mm mm my IPO mm mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I know what you're saying but they're supposed to have longer with us but with TPA doesn't have that long a time.
[AGENT][NEUTRAL] Yeah, um
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the file may have went over that I mean that may be legit that they termed them, but I need to make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He, um, if you could send an email.
[CUSTOMER][NEUTRAL] But I have another guy to go on that email to make sure they're active.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And who's the next guy?
[CUSTOMER][NEUTRAL] Uh, let me give you his social. Hold on.
[CUSTOMER][NEUTRAL] The next guy and he's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And he should have been active all along. He has not had missed the payments have been fine.
[CUSTOMER][NEUTRAL] Sorry, I'm all congested on.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, I don't show that he's been.
[AGENT][NEUTRAL] Inactive or anything.
[AGENT][NEUTRAL] Now I do show he's only paid to March [PII] and I just got a call about him just a few minutes ago.
[CUSTOMER][NEUTRAL] Right, so.
[CUSTOMER][NEUTRAL] Why, why?
[CUSTOMER][NEUTRAL] Uh-huh. Well, he called APL yesterday and then APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They transferred a call to me. I answered it, which they didn't tell me they were on the line.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, talked to this guy and I'm like we can't. They told him something about another provider. I'm like I can't activate with TPA. American public has to do that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then the lady, whoever she was, spoke up. I wish I'd have gotten her name. She spoke up listening and I'm was like, well, first of all, you should have told me you're on the phone. Second of all, that's on you, not you APL to update that file. I, I can't do that. And she was kind of a little bit snotty and I'm like, um.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. So she, she called me this morning.
[CUSTOMER][NEUTRAL] She was a little bit snotty and I'm like, uh, that y'all fixed that.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh, no. I'm so sorry.
[CUSTOMER][NEUTRAL] Well, [PII], I even told her [PII] is the one who fixes this.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And he's frustrated he's mad. He wants to call this morning wanting to know what's going on.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and I don't know why it would be laps.
[CUSTOMER][NEGATIVE] And I don't know why y'all haven't paid to March.
[AGENT][NEUTRAL] Right. Yeah.
[CUSTOMER][NEUTRAL] They told him what TPA he was not active.
[AGENT][NEUTRAL] Yeah, and we're showing he is.
[CUSTOMER][NEUTRAL] According to mhm.
[CUSTOMER][NEGATIVE] And y'all don't ever show him being active or no payment and I don't know why you haven't only paid in March.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] He's effective.
[CUSTOMER][NEUTRAL] He was effective 21 for individual and then he added his spouse effective 91.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've been paying every month. Let me see Usher, they already pay their upper April premium. Let me see. Usher, see when they paid.
[CUSTOMER][NEUTRAL] They paid March and April you said he's paid to when?
[AGENT][NEUTRAL] Uh, just through February we haven't received March or April yet.
[CUSTOMER][NEUTRAL] Uh yeah, you have.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You guys got it. We sent it on 3:10 and 414.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 310 and 4:14.
[CUSTOMER][NEUTRAL] And we pay mhm and we pay.
[AGENT][NEUTRAL] OK, I will get with [PII] and billing and see if.
[AGENT][NEUTRAL] If she can get that applied.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEGATIVE] That's, that's not good.
[CUSTOMER][NEUTRAL] It's 4 92 67 a month, right?
[AGENT][NEUTRAL] I'm sure it's 463 42.
[CUSTOMER][NEUTRAL] 492 67.
[AGENT][NEUTRAL] 463, 42.
[CUSTOMER][NEUTRAL] Uh, we pay 492. I don't know. Oh, you know what, they have a separate, you guys have it listed as two products.
[AGENT][NEUTRAL] Oh, that's, that's right. That's right. I forget.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So it's it is the 492 67. Let me make sure. I mean, uh, let me see. I'm gonna make sure he's on this file that was sent over. mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] 2925, 492 67, yes. Mhm.
[CUSTOMER][NEUTRAL] Let me make sure he's on this file sent over just to be make sure there's nothing on her added spouse. Nothing's wrong here paid every month. Let's see.
[CUSTOMER][NEUTRAL] Mhm when's the you said the last payment was that the 210 payment?
[AGENT][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so I wonder what happened to the 3:10 payment. Let's look.
[CUSTOMER][NEUTRAL] Carrier APL we send it on 311. Let me make sure he's on this upload.
[CUSTOMER][NEUTRAL] Let's see, man.
[CUSTOMER][NEUTRAL] And I forgot the name already, isn't that crazy? Fried.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me see what's going on here hold on what's going on?
[AGENT][NEUTRAL] I had never heard of a guy named [PII] before I met [PII], and now I hear it all the time.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh sure
[AGENT][NEUTRAL] Her husband's name is [PII].
[CUSTOMER][NEUTRAL] What? oh here he is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, he's on here. He's on the breakdown for 3:11 and uh we paid a payment on [PII]. We overnight it so y'all got it on the [PII] and then we paid another payment on what I say the [PII] y'all just got today actually you're gonna receive his April payment, so he should be paid to 51.
[AGENT][NEUTRAL] OK. Well, I'll
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. I will get with [PII] and, and get that taken care of.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Is that the only two that you were calling on or?
[CUSTOMER][NEUTRAL] And to make sure web TPA has them active.
[AGENT][NEUTRAL] Right, and I will get with them too.
[CUSTOMER][NEUTRAL] Is there any way you can have her someone call him to tell him that there's some kind of clerical error or something that he will be active because he doesn't believe me because he thinks because he's hearing from you guys he's not active.
[AGENT][NEUTRAL] I sure will.
[AGENT][POSITIVE] Alright, I will get, um, I will, I will get with him or get someone to get with him for sure uh just as soon as you get this premium and I emailed the web TPA and everything, get it all straightened out and then I'll give him a call.
[CUSTOMER][NEUTRAL] Well, I'm sorry.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEGATIVE] And I know it's a lot. I apologize. I just, they're bombarding me, um.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I, I've been working on UTVA all morning.
[CUSTOMER][NEUTRAL] So all the other people.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] So all the um guys that switched from JLE to PNS were sending like we were talking about that other guy all that payment on today's file that you guys sent over that should activate all those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, I don't know why he was turned off. Is there any way to research how the second guy?
[AGENT][NEUTRAL] Yeah, I can
[CUSTOMER][NEUTRAL] Got turned off? Oh, you're showing nonpayment that's why, but we paid.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, and I'm gonna get with [PII] on that, yeah.
[CUSTOMER][NEGATIVE] Yeah, I'm not sure why you're showing him not paid.
[AGENT][NEUTRAL] And I was fixing to call y'all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I is there any way you can.
[CUSTOMER][NEGATIVE] Is there any way you can email me back when that's done or just so I know it's taken care of if they call me back yelling at me?
[AGENT][NEUTRAL] I sure will, yeah.
[CUSTOMER][NEUTRAL] I can send you the email I sent to [PII] if you want, or what do you want me to do?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, if you could uh send that to me, uh, cause.
[CUSTOMER][NEUTRAL] Or do you have my email?
[AGENT][NEUTRAL] Like I said, she, she works in new business now, so it would, it, it should come to me instead of her from now on. You can always copy her on there.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, let me write your name down.
[AGENT][POSITIVE] Yeah. You can always copy her on it though, [PII].
[CUSTOMER][NEUTRAL] What was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's your last name [PII]?
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I think she's mentioned that, but we're old we haven't been doing this for I didn't can't even proper English today goodness forever that it's automatic. And what is your direct extension?
[AGENT][NEUTRAL] For forever, I know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm gonna put that on my thing so I can, OK, I'm gonna copy. I'm pretty sure I already have your email let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh let's see do I got you in here.
[CUSTOMER][NEUTRAL] I sure do and [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm gonna send that over to you and I'm gonna put his name in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII] and just if you'll let me know it's been handled that they reached out to them and that they're good I would greatly appreciate it. Do you need to talk to us about somebody else you said?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, uh-huh. I've got an exception report and this guy's got um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. The critical illness?
[AGENT][NEUTRAL] On the report it's saying that he, he chose plan one.
[AGENT][NEUTRAL] But he's got a premium of 1598 which is plan 2, so I just wanted to make sure which one he's supposed to have.
[CUSTOMER][NEUTRAL] Hold on, let's see.
[CUSTOMER][POSITIVE] buy one.
[CUSTOMER][NEUTRAL] OK, that handles those too. What's his name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Is that the first name?
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh no, that's the first name. [PII]
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Tya Supreme Auto what do you got?
[CUSTOMER][NEUTRAL] Let's see, the accent is that the GA 13?
[AGENT][NEUTRAL] Uh, GCI 21.
[CUSTOMER][NEUTRAL] Which plan?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Is that the HI21 plan one individual for 151 18.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well you got an app or you got the um.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] Let me look, hold on, let me look up.
[AGENT][NEUTRAL] I just have the file and it is showing um oh I've got I'm I'm on the next one now so I don't have it pulled up but it was showing plan one but it was showing 1598 and 1598 is plan two.
[CUSTOMER][NEUTRAL] When you say 1598 $15.98.
[AGENT][NEUTRAL] Per month.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] That's gotta be the GA 13.
[CUSTOMER][NEUTRAL] OK, so the HO 21 is individual for 15118. Then he's got the dental for 2301, and then he's got the the GA 13.
[CUSTOMER][NEUTRAL] Where is that? Let's see.
[CUSTOMER][NEUTRAL] GA 13.
[CUSTOMER][NEUTRAL] It was effective 61. Let me see, I'm looking at the app so I'm pulling it up.
[CUSTOMER][NEUTRAL] It's huh it says individual plan 1 2192.
[CUSTOMER][NEUTRAL] Let me, oh, I see GA 0121 on the document hold on.
[CUSTOMER][NEUTRAL] Hold on one quick moment for me.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] And I got a headache.
[CUSTOMER][NEUTRAL] OK, so you're saying for plan one it's 15.
[AGENT][NEUTRAL] It's 846.
[AGENT][NEUTRAL] But the file is saying that the premium should be 1598 which is plan 2 so I'm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] Kind of confused.
[AGENT][NEUTRAL] I just wanted to make sure it was right.
[CUSTOMER][NEUTRAL] What is how much is plan one again? I'm sorry.
[AGENT][NEUTRAL] $8.46.
[AGENT][NEUTRAL] Per individual.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Really? let me look at this. This is the way.
[AGENT][NEUTRAL] Is this one that's uh bundled with the HR?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] No. No. OK.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Wait a minute, we have another guy that's the same price of 2192.
[CUSTOMER][NEUTRAL] So it looks like a normal let me look.
[AGENT][NEUTRAL] Yeah, he's got one for 2192, that is the GA.
[CUSTOMER][NEUTRAL] OK, so hold on, that's the confusion. So the GA is active. What was that name again? Where did you go? Hold on, [PII]. Hold on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that is bundled with page of 21 then.
[CUSTOMER][NEUTRAL] Hold on, my computer just went.
[CUSTOMER][NEUTRAL] So the GA 13 you have 2192, that's correct. So whatever you're talking about that accident that is bundled with the HI 21.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. Critical illness. Mhm.
[CUSTOMER][NEUTRAL] Mhm, so I have 15 1 18.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the, the plan one is correct. OK.
[CUSTOMER][NEUTRAL] For both.
[CUSTOMER][NEUTRAL] Yes, are you getting that premium correct? I mean, is that premium correct 15118 for both of those?
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] For plan one, yes, uh-huh, that's right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanted to make sure it was right before.
[CUSTOMER][NEUTRAL] Yeah, it's plan one this is low. Plan 1 low 15118 that includes the HR 21 and that critical illness.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's all I needed with you. Um, is there anything else that you needed or yes mhm.
[CUSTOMER][NEUTRAL] Is that the only one?
[CUSTOMER][POSITIVE] No, just the, just the HI21 if you can get that, that would be greatly appreciated and someone reach out to him I'd appreciate it.
[AGENT][POSITIVE] All right. Thank you. And I will get that taken care of real quick.
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you. uh huh bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Goodbye.