AccountId: 011433970860
ContactId: 21e5872e-1c1f-4c51-ba73-a36083fbc571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553400 ms
Total Talk Time (AGENT): 200556 ms
Total Talk Time (CUSTOMER): 192961 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/21e5872e-1c1f-4c51-ba73-a36083fbc571_20250506T18:06_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'd like some help with a uh invoice for a group called Family Advocacy Community Training.
[AGENT][NEUTRAL] OK, you just need an invoice as far as like a.
[CUSTOMER][NEUTRAL] No, I have an invoice we are reconciling that invoice and comparing it to enrollment and there are some premiums that appear to be wrong. I just need to find out where the discrepancy is.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] What do you have a group number for? I can find it if you don't have it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, that's the invoice number, yeah, hang on one second.
[AGENT][NEUTRAL] OK, I got it 20939.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I guess tell me what you're looking for and I'll see what I can do. I might have to.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Look at different.
[CUSTOMER][NEUTRAL] Well, let me give you let me just give you an example. I've got several of these, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] One of them is for uh let's say policy number 183578-6.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like you're charging $200.14 for this AI.
[CUSTOMER][NEGATIVE] And it's evidently she should have been charged for the [PII] old rate.
[CUSTOMER][NEUTRAL] So I just need to know if there's, did you buy this policy a couple of years ago or?
[CUSTOMER][NEUTRAL] What's the deal?
[AGENT][NEUTRAL] So you're saying that it should be higher?
[CUSTOMER][NEUTRAL] Well, yes, because it'd be for a [PII], right? Right now she's being charged. Mhm.
[AGENT][NEUTRAL] While the
[AGENT][NEUTRAL] Go ahead, yeah, depending on if, if she was, and I'll double check, but if she was here whenever the policy was bought and the policy was written or the, you know, policy or proposal, however you want to look at it, was purchased at attained age, then she will keep whatever she enrolled in at the time of purchase. So she'll never, yeah, I'll never move up with her in age.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, and that's
[CUSTOMER][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] And that's and that's fine. I just need to I just need to confirm that is the case, so that's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, give me
[AGENT][NEUTRAL] Just a second, let me see if I can find a.
[AGENT][NEUTRAL] And this is for HI specific.
[CUSTOMER][NEUTRAL] And we actually have 2. There are actually 2 HI plans in there. So if you can tell me which one is attained age or if both of them are, then I can answer my own question.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, let me see if I can find.
[AGENT][NEUTRAL] Of course, it's not gonna be easy just to find.
[AGENT][NEUTRAL] AI proposal.
[AGENT][NEUTRAL] Yeah, it looks like she's had this since [PII], so I'm gonna guess that it's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, attained age, um, on her specifically. Now, as far as
[CUSTOMER][NEUTRAL] Oh, wouldn't it be that
[CUSTOMER][NEUTRAL] Wouldn't that be the way for the policy, so any policy that was written under that?
[AGENT][NEUTRAL] Yeah, like as far as like [PII], is that what you're saying?
[CUSTOMER][NEUTRAL] Well, the same plans in place.
[AGENT][NEUTRAL] Sure, yeah, that, no, I just was confirming that's what you were saying.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she's had this
[AGENT][NEUTRAL] Yeah, it looks like let me switch to.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So HI [PII], so there's one.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] how many people are on this one?
[AGENT][NEUTRAL] Yeah, so it looks like whenever I switch it back and forth, there's an HI [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That looks like it's option 2.
[AGENT][NEUTRAL] And most of them have had it since [PII]. There's one that um elected that in [PII], so that one might be different.
[AGENT][NEUTRAL] And then there's a plan one that most of them enrolled in in [PII].
[AGENT][NEUTRAL] They should
[AGENT][NEUTRAL] It might, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If I could, I might have to look just a minute. I'm not finding the proposals um let me see if I can find them and then I can email you or I can give you a call back if that's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] to let you know which plan.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] Because you wanna know which plan is attained age and if it's if the other one is written differently, correct?
[CUSTOMER][NEUTRAL] Correct, or uh either they're both the same age or.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One is not so whichever the case is so we can figure out.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what the rate should be, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I believe I have your email so I will.
[AGENT][NEUTRAL] Um, yeah, I have it right here. So yes, I will look into that and then I will let you know.
[CUSTOMER][NEUTRAL] Alright, sure, uh, why don't you call me back because I have some other questions about this so we can, we can talk about those when you call me back.
[AGENT][NEUTRAL] Sure. Yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Do you wanna, do you wanna talk about him now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the next, the next individual I have is.
[CUSTOMER][NEUTRAL] Uh, he's on policy number 24921997.
[AGENT][NEUTRAL] 249-2197. OK.
[CUSTOMER][NEUTRAL] On a Ganzer.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Rans um.
[CUSTOMER][NEUTRAL] Let me look summary. She has a hospital indemnity plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it looks like she has the whole family signed up.
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] 498 no she has an employee and spouse signed up only.
[AGENT][NEUTRAL] I was gonna say employing spouse, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So she changed her election this year to employee only.
[AGENT][NEUTRAL] OK, did was that change sent in?
[AGENT][NEUTRAL] The estimate or was it made?
[CUSTOMER][NEGATIVE] Well, it should have been made.
[CUSTOMER][NEGATIVE] It probably wasn't sent to you. It was made in, it was made in January.
[AGENT][NEUTRAL] OK, so she wanted to go to employee only in January?
[CUSTOMER][NEGATIVE] Yeah, when does, when is this a premium she's been charged for the entire year?
[AGENT][NEUTRAL] It looks like it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 225.
[AGENT][NEUTRAL] And we would just need some sort of documentation if if we need to change hers to employee only so that we can send that to.
[AGENT][NEUTRAL] Um, customer service to change.
[CUSTOMER][NEUTRAL] OK, let me make a note.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think the rest of them.
[CUSTOMER][NEUTRAL] And that was probably the same so I need to confirm that there's there's another issue there, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I think that's it. The most of most of the questions were about the ages, so if you get back to me, that should answer about 5 different individuals.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK perfect yeah I'll look into that and I'll let you know.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, of course, have a great day.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right.