AccountId: 011433970860
ContactId: 22a2e605-0b1f-413b-a6d9-17aeb4ac34de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 822880 ms
Total Talk Time (AGENT): 323583 ms
Total Talk Time (CUSTOMER): 318562 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/22a2e605-0b1f-413b-a6d9-17aeb4ac34de_20241230T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good and [PII], this is [PII] in customer service. I have a group admin on the line who is um having a couple of questions about the bill. She's adjusting the bill and has a column that doesn't know what.
[CUSTOMER][NEUTRAL] It's exactly to plug in into it? Is that something that you can help her with?
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] Um, group number is.
[CUSTOMER][NEUTRAL] 6142.
[AGENT][NEUTRAL] 26142.
[CUSTOMER][NEUTRAL] Mhm. City of [PII], um, [PII].
[AGENT][NEUTRAL] And who's on the farm?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Could you verify her information?
[CUSTOMER][NEUTRAL] Uh, she, yeah, she was verified. Um, she was a she was transferred to me previously.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And that we don't show any exceptions.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] with the City of [PII]. I am
[CUSTOMER][NEUTRAL] Trying to reconcile the December bill of based on deductions and having a little bit of issues so I'm in the um APL like the secure site to be able to adjust a an invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've got policy, I've got first name, last name, and then I've got a call on this EE number.
[AGENT][NEUTRAL] You don't have to put anything there.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You are my 3rd person talking to about this and nobody has been able to tell me that I don't have to put anything there.
[AGENT][NEUTRAL] No ma'am, that's just something for our our system on our end, um, and then, and to be quite honest, I don't even know where that number even comes from, so, um, the only columns that you have to put something in is gonna be the policy, well, you don't even have to put a policy number there, but first and last name, um, the last four of the social, the product, um, the due amount and a comment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEGATIVE] OK, so let me ask you this because I, I'm kind of frustrated by an issue. Um I have a, a participant, his name is [PII] and that is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He was accidentally turned on 101. That was corrected. He was on the November bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is apparently he is now off the December bill as well and.
[CUSTOMER][NEUTRAL] I am being told that we have to send an email.
[CUSTOMER][NEUTRAL] When this has already been fixed once to reactivate this.
[AGENT][NEUTRAL] Well, I see, let me look at the notes on this policy, reactivated, turned by mistake.
[AGENT][NEGATIVE] I don't understand why.
[AGENT][NEUTRAL] It could be that um when it got reactivated, the future lapse date was not taken out.
[AGENT][NEUTRAL] Um, of the policy, um, and so it auto lapsed again. So with that being said, let me get this reactivated one more time, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the problem here's my problem is I don't know so one I am merely the accounting point of this where I'm reconciling based on deductions. I now if I have to get my HR involved, that's fine to get this reactivated, but this has already been taken care of once, so we thought.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. So,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] I don't know if he re upped for 25 like there's no way for me to know that.
[AGENT][NEUTRAL] Um, well, actually the last note that was on here, um, we get an electronic file feed, um, for your group for any kind of changes, terminations, anything like that, so it looks like that's why it keeps getting terms because it's showing up in the file feed as termed effective 51.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Well that's weirdest crap because we keep doing deductions for him.
[AGENT][NEUTRAL] Yes ma'am, so that's, that's, that's what I'm gonna assume the last time it got lapsed. I'm gonna assume that that's wise because it's still showing up, but I don't have, I don't see a note after [PII] of that, so it should be good once we reactivate it this this this time.
[CUSTOMER][NEUTRAL] OK, so let me because I, I, I'm now going to send an email to my HR so you're saying that any changes that come from our group come automatically into you guys per file feed, and that file feed is showing that [PII] as turned as a 51.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, but that was the last note that was added back on [PII]. So like I said, it could be that the file feed has been fixed since then, um, so that's, but that would be why the policy kept getting lapsed, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let's see, let me look at one other thing real quick.
[CUSTOMER][NEUTRAL] I'm just trying to make this as clear as possible.
[AGENT][NEUTRAL] Yes, I understand. um.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh wait, did it
[AGENT][NEUTRAL] I just reactivate it or did she literally just reactivate it while I'm typing?
[AGENT][POSITIVE] That was really quick.
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] Well, and you know, like I said, I have, I've talked to you are my 3rd point of contact with this, so you know.
[CUSTOMER][NEGATIVE] Um, the person that transferred me to you could probably hear my frustration about having to get everybody and their mother involved in getting this guy reactive.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] We have officially gotten it fixed on our side, um.
[AGENT][NEUTRAL] Oh, if I could type correctly.
[CUSTOMER][NEUTRAL] Oh, isn't that the worst?
[AGENT][NEUTRAL] Um, so what you'll have to do because you'll have, which I, I can add them on the January invoice, um, but, um.
[AGENT][NEUTRAL] And I see that you added them on the December, so yeah, you'll still have to add him again on the January invoice, but after that he should stay active as long as the file feed is correct.
[CUSTOMER][NEUTRAL] OK, now, since you have been super helpful with that, I have a [PII] and that's her first name is [PII] She's been termed since [PII], but she is still showing on my bill. I term her in my changes every month, but she's not coming off the bill.
[AGENT][NEUTRAL] OK, let me look at that policy.
[AGENT][NEUTRAL] OK, so this is gonna be the kind of the same thing. um, we, on, on the file feed it, it told us to reactivate the policy.
[CUSTOMER][NEUTRAL] That's weird that she is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Reactivated and we're terming my other guy.
[AGENT][NEUTRAL] Yeah, but it's, it's gonna go back to the file feed that we're receiving. But I can, I can go ahead and turn it in the system again, um, but that, but again, you'll need to double check that the file feed is showing correctly or it is updated correctly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me ask now more questions. So who can you tell me who is in control of that file feed?
[AGENT][NEUTRAL] Like, as far as who we get it from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] That might be a question I don't know the answer to. Let me see.
[CUSTOMER][NEGATIVE] Because my problem is that I don't know who to go to and say fix your file feed.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, I just asked my supervisor. Let me look and see if there's anything in the notes, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna save those changes and I'm gonna submit.
[AGENT][NEUTRAL] It could be that it's coming from the agent, but don't quote me on that. Um, let me see if my supervisor has an answer to that question. She is currently typing.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Enrollment services can look to see what they were trying on but if it is like a show.
[AGENT][NEUTRAL] person
[AGENT][NEUTRAL] Alright, with that question for that answer, let's see.
[AGENT][NEUTRAL] 838. OK, let me.
[AGENT][NEUTRAL] I am
[AGENT][NEUTRAL] Another person.
[AGENT][NEUTRAL] Come on, fingers.
[AGENT][NEGATIVE] My goodness, my fingers do not wanna work today.
[AGENT][POSITIVE] All right, bear with me. I've sent another message to another person and she should be sitting at her computer so she should be able to answer me in a timely manner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. I'll ask you another question while we're working on that so the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we have a third party payroll provider. They automatically send funds to you guys. Then I come in on the backside and I reconcile, say, OK, these are what the funds match the deductions and I upload essentially submit the invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But, but when I do that, the only two options are a select a payment or a check by mail or a one time EFT.
[CUSTOMER][NEUTRAL] I always put check by mail even though we're not sending a check because you guys should already have the funds the Friday of payroll when we submit our payroll which in this case was [PII].
[CUSTOMER][NEUTRAL] I is there a better way to do that or just leave it check by mail, because if I select the one time EFT it wants me to put an account number and the funds should already be there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, yeah, yeah, you're, you're doing it correctly, um, keep it as um a pay by check or or whatever the the option said.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Alright, so I just did that so I submitted the December invoice with those modifications, um.
[CUSTOMER][NEUTRAL] So that will take care of that.
[CUSTOMER][POSITIVE] So that's that all right perfect.
[AGENT][NEUTRAL] Alright, I think she totally got confused by my question, so I had to ask in a different way, so bear with me.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Employee navigator.
[AGENT][NEUTRAL] Is where we're getting your group's file feed.
[CUSTOMER][NEUTRAL] The employee navigator is where you're getting our group's file feed.
[AGENT][NEUTRAL] And that might be something the HR person.
[AGENT][NEUTRAL] You might know about.
[CUSTOMER][POSITIVE] Yeah they sure would, and I can get into the employee navigator.
[CUSTOMER][NEGATIVE] Uh, oops I'm in the wrong spot.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah OK all right well I will I will get a hold of my HR and ask them some questions.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome I appreciate it.
[AGENT][POSITIVE] No problem. Uh, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] All right, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thanks bye.