AccountId: 011433970860
ContactId: 26ba4624-fd42-45e6-a72a-01c4f2a2050e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219139 ms
Total Talk Time (AGENT): 35081 ms
Total Talk Time (CUSTOMER): 146014 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/26ba4624-fd42-45e6-a72a-01c4f2a2050e_20250305T21:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with group 20939. She's the contact person.
[AGENT][NEUTRAL] 203 say the group number again.
[CUSTOMER][NEUTRAL] Have a question
[CUSTOMER][NEUTRAL] 39.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she is person and she did verify the group she's got some uh billing questions that she needs help with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so go ahead and release her to you.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Her callback number is also the correct the one she's calling from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK thanks [PII], bye bye. Yeah, no, but we had gap insurance before.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi. Um, my name is [PII]. I work for Family Advocacy and Community Training, and I manage, um, newly managed, trying to manage our benefits for our employees.
[CUSTOMER][NEUTRAL] And I'm taking a deeper dive into um.
[CUSTOMER][NEUTRAL] The the staff that have elective coverages through APL we don't have across the board um gap insurance for all of our staff, and now it's just down to the policies that are elect elected.
[CUSTOMER][NEUTRAL] And I'm kind of confused because I'm seeing that like on mine, it says it's 2850 monthly premium.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'm paying, I'm sending APL, uh, a monthly payment.
[CUSTOMER][NEUTRAL] When this should be getting deducted from people's
[CUSTOMER][NEGATIVE] Paychecks, it's not paid by fact. So somewhere there's a disconnect, I feel.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm, I'm just slightly confused on.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEGATIVE] I'm absolutely confused, so.
[AGENT][NEUTRAL] We, I mean, the, the 2850 is what the monthly premium is, how y'all are like if y'all deducted out of the paychecks that would be something y'all do on y'all's end.
[CUSTOMER][NEGATIVE] OK, it seems like perhaps our broker didn't set things up properly because if nothing's getting deducted and I'm sending you guys money then the company's paying for that when this is employee elected.
[CUSTOMER][NEUTRAL] So, that's what's happening, which is not your fault or my fault, but um,
[CUSTOMER][NEUTRAL] So when I see a uh invoice for like $4000 that's paying like we just paid $4,26668 that's for the monthly premium for the staff that are I'm seeing.
[AGENT][NEUTRAL] For the whole group.
[CUSTOMER][NEGATIVE] OK, OK, it sounds like I need to talk to our broker then because this is not.
[CUSTOMER][NEUTRAL] This is not employee elected, then this is.
[CUSTOMER][POSITIVE] Company pay for all right we'll get to the bottom of it thank you.
[AGENT][POSITIVE] You're welcome, no problem.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye