AccountId: 011433970860
ContactId: 2d275413-855d-4dfe-baa1-9909fd4669fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372799 ms
Total Talk Time (AGENT): 156125 ms
Total Talk Time (CUSTOMER): 138166 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/2d275413-855d-4dfe-baa1-9909fd4669fd_20250121T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm the administrator on the plan. Um, I had a quick question about, um, our recent bill that we received regarding the premium amount, um, for an individual.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we can take a look at that invoice and see what is going on. One moment, uh, [PII], first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then uh what was the group number?
[CUSTOMER][NEUTRAL] Um, 17177.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And I'm sorry, you are the admin correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This was uh Broward Metropolitan planning.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I don't see you as our contact, [PII].
[CUSTOMER][NEUTRAL] It should be on there somewhere under [PII].
[AGENT][NEUTRAL] OK, I do see [PII], OK.
[AGENT][NEUTRAL] Are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that and just to make sure um the callback number you gave me it was [PII], right? Or was it [PII]?
[CUSTOMER][NEUTRAL] Yup.
[CUSTOMER][POSITIVE] Mhm, that's right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, just wanted to make sure appreciate that all right um and what was, do you have the invoice number this was in regard to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, let me take a quick look here, invoice number is 637.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 686 4.
[CUSTOMER][NEUTRAL] And let's see, it looks for billing.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For January, OK, and you said that um you just had a question regarding the premium for one of the individuals.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what was that member's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], if you don't mind, I appreciate you uh verifying giving me all of that information. I'm going to put you on a brief hold while I look into this. I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You got it thank you.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going today?
[CUSTOMER][POSITIVE] It's good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a group admin on the line uh she had a question about one of their invoices uh regarding one of the individuals uh premium amount.
[CUSTOMER][POSITIVE] That's gonna be customer service.
[AGENT][NEUTRAL] Is that, OK, thank you. Get it so confused. I think.
[CUSTOMER][NEUTRAL] Unless it's that well unless it's like they were double billed or something like that then we could help but.
[AGENT][NEUTRAL] No, it's this premium amount I know I hear bill on invoice and I'm like billing.
[CUSTOMER][NEUTRAL] Uh, no, any, any time it's regarding the actual premium or coverage type, the, uh, that's gonna be customer service.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, appreciate it. Sorry. Thank you, bye.
[CUSTOMER][POSITIVE] No problem. You're welcome. All right.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, I have a group admin on the line, um, and she had a question about on one of the invoices uh regarding the premium for one of the individuals.
[CUSTOMER][NEUTRAL] Mhm. All right. Uh, what is the policy number?
[AGENT][NEUTRAL] Um, let me get that. Sorry, I have a group number pulled up and I got the name. I did not get the policy number. Sorry, hang on.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] Lucy, just a minute.
[AGENT][NEUTRAL] Hopefully they don't have a lot. OK, cool, they don't.
[AGENT][NEUTRAL] OK, so the policy number is 19.
[AGENT][NEUTRAL] 216.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat it just to make sure I have it correct. 198216.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 1988216.
[CUSTOMER][NEUTRAL] OK. OK. I thought we were missing a number um.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] And it's for [PII].
[AGENT][NEUTRAL] Yes, um, and we're speaking with, uh, [PII] she's a group admin.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] She did give me the invoice number that she's looking at it was just this last one for January.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know exactly what her, she just said she had a question regarding his premium.
[CUSTOMER][NEUTRAL] All right, um, unfortunately I'm not able to see invoices that will be group billing, but if it's.
[AGENT][NEUTRAL] I just called them and they sent me to you.
[AGENT][NEUTRAL] So much.
[CUSTOMER][NEUTRAL] OK. OK, it must be an enrollment change or something. I'm gonna just um ask her uh what we have with him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But mhm yes if it's something with the invoice that they have to correct I will probably just have to send it to them but but if it's an enrol[PII] I'll I'll take care of it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I see. OK, OK.
[AGENT][NEUTRAL] OK, are you ready for her now?
[CUSTOMER][POSITIVE] Mhm. I'm ready.
[AGENT][POSITIVE] All right I appreciate it thank you bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.