AccountId: 011433970860
ContactId: 22f1fe9b-66d9-4498-ac85-bd495f208fda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513179 ms
Total Talk Time (AGENT): 206598 ms
Total Talk Time (CUSTOMER): 129829 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/22f1fe9b-66d9-4498-ac85-bd495f208fda_20250507T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am um an office manager at a clinic here in [PII] and we have um.
[CUSTOMER][NEUTRAL] Our employees that have policies with you guys and this is the 2nd bill that we've gotten and there's 2.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't even know how to word this. One of the employees is listed on here with two extra.
[CUSTOMER][NEGATIVE] Whatever it is that she did not sign up for and I scratched it out on the last bill.
[CUSTOMER][NEGATIVE] But it hasn't been corrected so I don't know what I need to do to go about fixing it.
[AGENT][NEUTRAL] OK, so have you, so you've received an invoice that has 22 different employees, is that correct?
[AGENT][NEUTRAL] That are showing
[CUSTOMER][NEUTRAL] It's, it's
[CUSTOMER][NEUTRAL] It's 1 employee that has 2 extra policies listed under her name that she did not sign for.
[AGENT][NEUTRAL] OK. All right. So, um, first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and what is your group number?
[CUSTOMER][NEUTRAL] It is 269-67.
[AGENT][NEUTRAL] OK, thank you one moment and let me get the group's information pulled up. I will have to verify the group's information with you first for security, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], so if you could please verify the um name of the group and address first off.
[CUSTOMER][NEUTRAL] Um, it's Holma Thibodaux Spine and rehab [PII].
[AGENT][POSITIVE] Thank you, also your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. And then your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your the best phone number that we should have for the group, well, actually it is the number you gave me, so that is the best number we should have on file, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is the employee's name that you're calling about?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me a moment to look at some information for you.
[AGENT][NEUTRAL] And what two policies, um,
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are the ones that you said that she's not supposed to be enrolled on?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Under categories it's the group CI and group term.
[CUSTOMER][NEUTRAL] The $537.20 dollars, the last two.
[AGENT][NEUTRAL] So she has a group cancer, or short-term disability, a group accident, and a hospital indemnity. So, which one, which two again?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's the last two that's on the statement group CI and group term.
[AGENT][NEUTRAL] Right, but I'm look.
[AGENT][NEUTRAL] OK, I don't see group CI.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 02607061
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 02607061.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what I'm gonna do for you, um, [PII] I'm gonna transfer you over to customer service first now so that they can see.
[AGENT][NEUTRAL] Why she has multiple, well, actually, let me look.
[AGENT][NEUTRAL] Let me look at something else before I do that.
[AGENT][NEUTRAL] Now, I show the 61 has a term date of [PII].
[AGENT][NEUTRAL] That policy number you just gave me?
[AGENT][NEUTRAL] I show that it shows termed 31. It's like it went, it was never really active. It has a 31 to 31, effective 31 and also a term date of 31.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And same thing with the thirty-year.
[AGENT][NEUTRAL] Those policies are showing as lapsed.
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] OK, because it's it listed on both bills that we've gotten so far.
[CUSTOMER][NEUTRAL] And I like I have a bill right now that's due and it's that's including those two policies on her under her name.
[AGENT][NEUTRAL] OK. What I'm gonna, yeah, I'm not sure.
[CUSTOMER][NEUTRAL] So I mean I guess I could just scratch it out and just send you the amount that's supposed to be there.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, yes, cause it's, like I said, this is not, let me pull up your.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Let's see if I can tell.
[AGENT][NEUTRAL] OK, so I'm not, so it's like.
[AGENT][NEGATIVE] Yes, she was canceled as of.
[AGENT][NEUTRAL] The entry was made to term that policy.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that's why it would have been on, but it was, it was like it was neither one of them were ever active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it just missed the printing of the bill I'm sure is what happened.
[AGENT][NEUTRAL] Correct. The bill, right. It looks like the bill would have printed before, um, because this note about the term was entered on again, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, you can just mark those off.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And um adjust it that way, yes. Cause I'm looking at it now and I do see that she's on there and this bill would have generated.
[CUSTOMER][NEUTRAL] OK, that sounds fine.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Before that occurred.
[AGENT][NEUTRAL] Cause
[CUSTOMER][POSITIVE] OK, that's no problem that's what I needed to check on.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I can help you with this morning?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that was all. We just needed to make sure that was taken care of. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, well, you're certainly welcome and if that is all I could help you with this morning, [PII], thank you again for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you very much. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.