AccountId: 011433970860
ContactId: 2f100c4e-1429-44fa-b6f6-d6e5ddc4899e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414690 ms
Total Talk Time (AGENT): 274536 ms
Total Talk Time (CUSTOMER): 208103 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2f100c4e-1429-44fa-b6f6-d6e5ddc4899e_20250204T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with Lauren Benoit's office. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing well. Um, I'm calling you about the email. The policy says not [PII]. The policy listed is not overdue, error on your part, blah blah blah, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Well, I don't know what the policy number is because [PII] is the one that sent.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Sent that email to me about please look at group LA 0125 so forth and so on so I don't know what her policy number is all I was sent was what [PII] sent me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] In the message below.
[CUSTOMER][NEUTRAL] This it was 606-349.
[AGENT][NEUTRAL] All right, yes, let me look at that one real quick.
[CUSTOMER][NEUTRAL] So [PII] had taken care of this before and everything was fine and now all of a sudden it's
[AGENT][NEUTRAL] Yes ma'am, and that one goes along with the error that that we had with the state of [PII] as a whole and it wasn't really an error it was an oversight, but all of that will be um.
[CUSTOMER][NEUTRAL] Showing laps
[AGENT][POSITIVE] Corrected.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] By the end of today I'm just waiting for customer service to.
[AGENT][NEUTRAL] Fix it on their end so I can fix it on my end.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, cool. Alright, I was just calling because I was like I can't do an email right now like it, I don't know nothing comes out right over emails, you know what I'm saying? It's like a text message like you don't know. It's like, wait, are they getting crazy with me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh no, I understand, and
[AGENT][NEUTRAL] I, I feel like at this point in time, that's me every day.
[CUSTOMER][NEUTRAL] Yes, it's, I'm like, oh my God.
[AGENT][NEUTRAL] Well, when I looked at it, when I looked at that particular policy number, I was like there's already a spouse on here and it's not technically overdue and that sort of thing and then after I sent the uh response of like that's not [PII]'s policy, then I went back after I'd already hit send then I went back and looked and I was like, I mean I guess I could have just scrolled down and.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I thought there was like a like an unsend number I mean isn't there like an unsend option on here? I thought there was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The, well, there is to an extent, um, and I think you have to do it within a certain amount of time. Like I think it like once you send it, if you or like you realize that you need to understand it right then you can, but I think after a certain amount of time it doesn't give you that option anymore and I'm just, I'm just low crazy these days. I know.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] We need to find how to change that.
[CUSTOMER][NEUTRAL] You and me both, I'm like, it's not even [PII]. I'm ready to pull my hair out already, you know.
[AGENT][POSITIVE] I know, I know, me too, me too, but yes, all of this will be fixed um by the end of today and again that was my error on my end. We, we've had a lot of changes with how we're doing our ACH's and stuff and so yeah, it was just simply my error, um, my mishap, and I, as soon as I, well, as soon as I got notification yesterday of it.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, of, of the issue. I was like oh crap. And so I was like, oh, let me hopefully get all this ches real quick.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEGATIVE] Yeah, well, that's what happens when they start changing everything. I'm like, well, it's not broke, don't fix it, you know what I'm saying, because then it, it, it creates all kind of other shit, you know, so I don't know.
[AGENT][NEUTRAL] no
[AGENT][NEUTRAL] Right, and then I got, and then I gotta change how I do everything and yeah, but.
[CUSTOMER][NEGATIVE] Yeah, and they don't care because, oh, it's how I want it. Well, that's not how I want it, you know, oh my God.
[AGENT][NEUTRAL] Well, hopefully, hopefully this will not happen again. Um, and like I said, I do apologize because I definitely understand what the insured that they, they, they get, they have an insurance policy and all of a sudden they're told that no, it's lapsed, but I'm still being payroll deducted and yes, ma'am, I'm sure you are, but it's not your problem.
[CUSTOMER][POSITIVE] No, it's no problem.
[CUSTOMER][NEUTRAL] Well it's not just with you guys.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Wait, that has been the story of my life since the first. Like, do you know how many people, because I do Delta Dental too, right? They've called usually it's the, oh, my premiums aren't coming out. That's why I don't have a policy. No, it's complete opposite. No, the premiums are coming out. They're saying I don't have a policy. I'm like, Well, where's all these policies that I just put in the first of the year, you know, none of them are showing up. Like there's a million.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, right, right, right.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][NEGATIVE] I'm like what in the hell? I'm not redoing it. I will mail it you can come pick it up and you can resubmit it [PII]ause I'm not doing it you know I don't like doing shit twice but what let me ask you this question so when you are reconciling a bill like from the state, OK, how do you reconcile your bill? like do you go to the state and pull a report like from uniform state payroll and that way you compare that to whatever money you're getting or you know what I'm saying?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, so yes, I go to the Office of Information Systems um website and I put in my username my password I download the latest um file that's out there and it matches the ACH that I have and so I, I run it in our system as what we call an electronic remit and so it posts what can be posted as far as um if it matches.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What we have in the system and then it kicks out what we call exceptions so then I have to go back and kind of research what why what the file says is this amount but we have this amount in the system so um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Yeah, but it's the majority of state of [PII] is um all posted electronically and almost instantly once I get the ACH and get the uh the file from online all I do is just go in there and run the file and then all I have to do is process what we call the exceptions on the back end.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I thought, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Office of Information, OK, and that's through the OSI website, the Office of Uniform State Payroll?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, the website that I have is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then some other letters and stuff.
[CUSTOMER][NEUTRAL] OK, that's what I thought and I keep telling me.
[AGENT][NEUTRAL] But yeah, that's where I go in and get the the file that they.
[CUSTOMER][POSITIVE] Got you, that is the most helpful, ma'am. Thank you very much.
[AGENT][NEUTRAL] [PII] each month.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] All right my dear, so I'll go ahead and let [PII] know that it'll be fixed by the end of the day and go from there.
[AGENT][NEUTRAL] Yes, ma'am. And, um, and, uh, I think I told.
[AGENT][NEUTRAL] I told, I don't remember who I talked to yesterday, which insured, um, it might have been [PII]. I can't remember. I've slept since all that since all that yesterday, um, but I did let someone know because they had got it probably was [PII], um, that I think she had a dentist appointment and
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And I'll let her know that I put a note on the policy itself that is the dental office calls back that the policy is in effect, um, and that it would be corrected to go ahead and do whatever they needed to do on their end.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're awesome I appreciate you.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, my love, you've been most helpful. I hope you have a great day.
[AGENT][NEUTRAL] All right, you too.
[CUSTOMER][POSITIVE] Thanks [PII], bye bye.
[AGENT][NEUTRAL] Alright.