AccountId: 011433970860
ContactId: 298812cd-e72d-4653-9d69-5830570e5406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369260 ms
Total Talk Time (AGENT): 141199 ms
Total Talk Time (CUSTOMER): 151560 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/298812cd-e72d-4653-9d69-5830570e5406_20250219T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I have a group admin, um, a group contact on the phone inquiring about an invoice they were thinking they should have received a credit for an insured since they are on the January bill, but they're on the February bill when they changed from individual to the spouse, and they're charged twice for January.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17177.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm, I can
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] It's Ms. [PII].
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][POSITIVE] All right. All right. Thank you so much. Have a great one.
[AGENT][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, my name is [PII]. I'm the administrator of our plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um this month we received a bill for one of our employees and it looks like it has a retro for the month of January.
[CUSTOMER][NEUTRAL] He had added his spouse to the coverage effective [PII].
[CUSTOMER][NEUTRAL] And we had paid for the individual coverage in January, so the retro payment that came on the February bill shouldn't have been the full amount it should have been the difference. Can you pull up the bill and I'll kind of show you where it's showing up.
[AGENT][NEUTRAL] What's the insured's name?
[CUSTOMER][NEUTRAL] [PII] is the last name. First name is [PII].
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEGATIVE] Please don't freeze up again there we go.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, yeah, you paid the 128 28.
[AGENT][NEUTRAL] For January.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then if you look at the February invoice.
[AGENT][NEUTRAL] OK, alright, so instead of um submitting the the payment or the the invoice as a paid in full, you could have made that uh that correction to be just the premium difference for January um so what will happen is.
[AGENT][NEUTRAL] Oh God yeah.
[CUSTOMER][NEUTRAL] It should show up as a credit for the next bill because I think our payment's already gone out.
[AGENT][NEUTRAL] It won't, it won't be an automatic credit, um, we don't, we don't issue credits on the invoices, um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Do you need me to email you?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What will happen is once the invoice is posted we'll then have to turn around and refund the $75.28 overpayment back to the group.
[CUSTOMER][NEUTRAL] OK, that's fine, so maybe we'll just show a credit of the refund for the month of March.
[AGENT][NEUTRAL] Well, nothing will show on the online service center or the invoices it'll just simply be a refund check.
[CUSTOMER][NEUTRAL] Oh, you send it as a check in the mail.
[AGENT][NEUTRAL] Yes ma'am, because we won't, we don't have a um we don't have an invoice to attach that credit to right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understand. OK, um, so just for our documentation purposes, um, do I send you something in writing or um just wait until we receive the check and then we'll just know to credit it for this I guess.
[AGENT][NEUTRAL] What I'll do is I'll send the processor um an email and let her know what's going on and so when the um invoice posts through the nightly process um she'll she should be able to get that uh premium refunded by the end of the week so um you, you should expect it within about 714 business days just depending upon the mail.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK perfect and so I have one other question can you give me the total again what you said it was just so I can write it down?
[AGENT][NEUTRAL] It'll be $75.28.
[CUSTOMER][POSITIVE] 7528 perfect.
[CUSTOMER][NEUTRAL] OK, and let me check here I think.
[CUSTOMER][POSITIVE] Can I give you my email address just so you can copy me and that way I have a documentation that proves I spoke with you about it and it's being fixed.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, hang on one second.
[CUSTOMER][POSITIVE] OK doke thank you so much.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, it's it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey [PII], when you're done, I have a quick question for you.
[AGENT][NEUTRAL] Alright, the email that um I will be, I can, uh, the only email that I can um send it to will be the email that we have on file is the contact which is [PII].
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Oh, OK, I see.
[CUSTOMER][NEUTRAL] OK, could I give you my email?
[AGENT][NEUTRAL] That's the only one that I can send it to.
[CUSTOMER][NEUTRAL] OK great if you can just send it to him then um and I will send him a message and let him know that that's what he's getting and to please forward it.
[AGENT][NEUTRAL] All right, I sure will.
[CUSTOMER][POSITIVE] OK thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, all is good. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.