AccountId: 011433970860
ContactId: 21585ae6-2b19-4c68-b96f-5e9d13026a2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477399 ms
Total Talk Time (AGENT): 212557 ms
Total Talk Time (CUSTOMER): 159930 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/21585ae6-2b19-4c68-b96f-5e9d13026a2d_20250203T20:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Meloya Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] again. I've got um Miss [PII] on the phone. She's with group 22967.
[CUSTOMER][NEUTRAL] And she is the contact person.
[CUSTOMER][POSITIVE] And the number she's calling from is a good call back number.
[CUSTOMER][NEUTRAL] And she is calling about policy number 2581478.
[CUSTOMER][NEUTRAL] The policy does have a few lapsed date of [PII]. She said should be lapsed on [PII], but she noticed in the online service center that it's still active and it is still active on Pyat and she's on the other line.
[CUSTOMER][NEUTRAL] To make sure it gets lapsed.
[AGENT][NEUTRAL] I can help her with that and that is [PII] with group 22967 and she's calling on policy 2581478.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] You can send her on.
[CUSTOMER][NEUTRAL] OK. All right, I'll release her.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thanks a lot. Bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[AGENT][NEUTRAL] Good afternoon [PII]. This is [PII] in group billing. I understand a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] All right. Thank you so much. And you were calling on policy 2581478. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's correct. I, I did a termination last month.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And uh but I still um see here on the bill, on the invoice.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I'm looking at that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you said that she needs to be lapsed effective when?
[CUSTOMER][NEUTRAL] Yeah, she worked until the [PII] and um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I want to, I mean, I did terminate her at the, at the end of the, I mean, [PII].
[AGENT][NEUTRAL] OK, I do see that there is a lapsed date of, uh, [PII] on here, um, and what was billed on the, um,
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] February invoice that you're talking about?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that was for January. That was her January premium. If you look on your, if your invoice, that's what we bill for is January, not the February.
[AGENT][NEUTRAL] Since her policy became active, since her policy became active after we had billed.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, for January they put it on the January invoice.
[CUSTOMER][NEUTRAL] But uh here I have the last invoice that the date of the invoice is um [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says premium period, [PII].
[AGENT][NEUTRAL] OK, but if you'll look at your employees.
[AGENT][NEUTRAL] The bill date beside it where it says uh the month it'll say [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Where the rest of them says [PII] or.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me double check myself.
[CUSTOMER][NEUTRAL] No, I don't see anything.
[AGENT][NEUTRAL] You have the paper invoice in front of you?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][POSITIVE] Oh, OK, let me, let me look at that and see where, where I can help you on that. I don't wanna tell you something wrong.
[CUSTOMER][NEUTRAL] Yeah, double check.
[AGENT][NEUTRAL] But, uh, from on the online service center, I am showing that it does show the, um,
[AGENT][NEUTRAL] That it's for January, but I'm gonna check your paper bill just to be on the safe side.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm, I have it here.
[AGENT][POSITIVE] OK, that's not a problem. I can help you with that.
[AGENT][NEUTRAL] OK, if you will look on there where it says bill paid.
[AGENT][NEUTRAL] By the employees, each employee?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, bill period?
[CUSTOMER][NEUTRAL] OK, I'm in, uh, hold on.
[CUSTOMER][NEUTRAL] I'm here, I'm the employee.
[CUSTOMER][NEUTRAL] I'm in my billing.
[AGENT][NEUTRAL] OK, so go to your open um go to where you would uh see your paid invoices.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And pull up that invoice, that invoice 6379929.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, that's the invoice that I have open, OK.
[AGENT][NEUTRAL] OK, now where it says month.
[AGENT][NEUTRAL] You know it's got policy first name last name.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go down to her name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's got 01 2025.
[CUSTOMER][NEUTRAL] OK, I don't, I don't see that here. It only says her policy number, it says her name, Social Security, the product, bill, and do. That's it. I don't have any date.
[AGENT][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] But it's OK. I mean
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Um, did you say you had your paper bill in front of you?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I download the bill from um the bill that that you told me.
[AGENT][NEUTRAL] Oh, gotcha. Gotcha. OK. OK, that's not a problem. Um, but that's what we billed for was the January, and yes, her policy will be terminated effective [PII].
[CUSTOMER][NEUTRAL] OK, that's fine. So I just want to make sure, um, she's terminated already even though we see on the bill, so I just want to, you know, confirm that it's terminated. Mhm. I have the confirmation paper, I mean the confirmation receipt that, uh, the, um, APL send me when I did the termination, but I just want to make sure.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, OK. That's not a problem. We'll make sure that it's taken care of. Is there anything else that we can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, that's all. I appreciate your help.
[AGENT][POSITIVE] Oh, you are so welcome. And, and thank you, [PII], and you have a, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Same to you. Take care. Bye bye.
[AGENT][POSITIVE] Thank you. You too. Thank you, [PII]. Bye-bye.