AccountId: 011433970860
ContactId: 27b4fd57-66d7-429d-8a4f-ed4c3cbe1bab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324320 ms
Total Talk Time (AGENT): 182987 ms
Total Talk Time (CUSTOMER): 103505 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/27b4fd57-66d7-429d-8a4f-ed4c3cbe1bab_20250128T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], good afternoon. How are you doing? This is [PII] from claims.
[AGENT][POSITIVE] Hey [PII], I'm good how are you?
[CUSTOMER][POSITIVE] Very good, thank you for asking. I have a question for you. Um, I have an issue on the phone under policy 246-576-1.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let.
[CUSTOMER][NEUTRAL] I'm not sure if you can pull up his information.
[AGENT][NEUTRAL] Hang on, let me get to that policy. 246-576-1, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, Mr. [PII] is on the line stating that his policy should be active. I noticed that there is another policy that it was active from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just wonder, have you guys received any premium after [PII] or, or not?
[AGENT][NEUTRAL] OK, let's take a look. Let me look and see real quick. Um, I'm gonna look at that other policy, the 184 because it looks like, um, it looks like the one that you gave me, it, it doesn't have any premium applied, so let me take a look at this other policy and see why it lapsed. There's a note or anything on it. Let me see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK so it looks like.
[AGENT][NEUTRAL] It was reactivated back in June. I'm not sure there's no other notes after that on um why it was lapsed. Let me go see what we're what we're getting from the group if they're sending anything. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the video June.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Yeah, um, I don't see any premium, um, that, that we're receiving. I don't, we don't have anything in suspense, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me take a look at the notes on the other policy and see why it was lapsed. Are they, so he's saying that his policy is supposed to be active.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, he, it looks like on the policy 246-576-1 he called.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see what he called. Let me go back to the notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He called on the [PII] of this month and he stated that the policy should be active. [PII] um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Advise him that he needs to speak with the HR department.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So they can call us regarding the eligibility, but he's calling now and he said he's stating that he called or he spoke with uh HR department and they told him that that the policy should be active, that there's no reason why it shouldn't be.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that's it.
[AGENT][NEUTRAL] So, um, he's he's probably gonna need to have them reach out to us then, um, because.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I, I don't see that they're sending. I'm gonna check their invoices real quick and make sure um I don't see anything in suspense um but let me just double check the invoice um and make sure that they're not paying.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] I do not see it on here. It's not being added to the um invoice that they pay um.
[AGENT][NEUTRAL] So really what what we need to do at this point is um just let him know again you know that he's gonna have to reach out to his HR department um and have them contact us um but I'll also get with um this is [PII] I will get with the uh billing person that handles the Florida group and have them also reach out to the group um since this is something that he's called about before but they're not adding the premium in um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To their invoices so that's why it's not being applied so um that needs to be addressed with the group so um is he on the phone?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, he is.
[AGENT][NEUTRAL] OK, so yeah we just need to let him know to reach out to his HR department um and have them contact our uh group billing department um and that way we can go over the premium, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then like I said I'll also have um somebody reach out to the group as well um just in case and um let them know that he's calling about that and um we can.
[AGENT][NEUTRAL] We can ask him if he's supposed to be active as well, um, but that's really all we can do at this point just because we don't have any premium in house for his policy.
[CUSTOMER][POSITIVE] Mhm. Absolutely. Understandable. All right. I'm glad I called you. Thank you very much, [PII]. I appreciate you.
[AGENT][POSITIVE] OK. No problem. You're welcome. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.