AccountId: 011433970860
ContactId: 30c101d7-0325-4670-938c-f52c823107ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466029 ms
Total Talk Time (AGENT): 198525 ms
Total Talk Time (CUSTOMER): 170103 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/30c101d7-0325-4670-938c-f52c823107ac_20250114T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] Hey, I'm wonderful. It's Tuesday, so you know we're just doing good.
[CUSTOMER][NEUTRAL] Hey, I, um, have a group rep on the line, um, and maybe you can help her maybe I need another department um she got a check for overpayment and she doesn't understand how she overpaid and she said that there was also a lapsed employee but she said that employee like never had insurance with them so I'm not really sure.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at 23479 and I'm so sorry there's somebody driving so mean right next to me.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And it's [PII] that I have on the line.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] All right, I'll take her. Oh, is the number that she gave for call back the one on the screen?
[CUSTOMER][NEGATIVE] Actually it is uh the last two digits are [PII] [PII] is what I got for callback.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] And I'm so sorry you said your name was [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] [PII], I'm so sorry. I don't, I feel so embarrassed. This is why I write it down typically when people say it.
[AGENT][POSITIVE] No worries. I, uh, my sister's [PII], so I, I respond to that.
[CUSTOMER][POSITIVE] Well, I'm gonna, I'll, uh, I cannot talk. I'm so sorry. I'm gonna introduce you when we join.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] My pleasure.
[CUSTOMER][POSITIVE] Hi Miss [PII], are you still there with us? I am. Hey, thank you so much for your patience. I have [PII] on the line she's with our billing department she's gonna take over the call and she should be able to provide you some insight, OK?
[CUSTOMER][POSITIVE] OK, thank you. Hey, it's my pleasure thank you so much you enjoy your day.
[AGENT][NEUTRAL] Hi [PII], it's [PII] in billing. I understand you have a question about a refund check.
[CUSTOMER][NEUTRAL] I do, um.
[CUSTOMER][NEUTRAL] Are you able to see the check I'm talking about?
[AGENT][NEUTRAL] I, I do, I'm, I'm in the middle of pulling that up right now. I do see in the notes where it was done, was it the $120.01? OK, let me just pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yep.
[AGENT][NEUTRAL] All right. So I have a refund on [PII], [PII] and Brittany Strokes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, which one was in question?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I'm not sure about.
[CUSTOMER][NEUTRAL] All three, [PII] and [PII], I'm not sure the overpayment what that was for because I pulled like the last couple of months of bills.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't see where.
[CUSTOMER][NEUTRAL] You know we were charged too much or.
[AGENT][NEUTRAL] OK. Let me see here.
[CUSTOMER][NEUTRAL] So I'm not sure where that one's stemming from.
[CUSTOMER][NEGATIVE] And then strokes um it says lapse policy but I'm not showing her being signed up for medical for this year.
[AGENT][NEUTRAL] OK. Well, I'll tell you what, let's look at um strokes real quick, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, let's see, Miss [PII].
[AGENT][NEUTRAL] Where are you?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Maybe it's under home there we are.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like, well, she's had a policy since uh [PII]. So it was at some point in there. Let's see here.
[AGENT][NEUTRAL] It might have been the last one. Let's see.
[CUSTOMER][NEUTRAL] I think she did have coverage last.
[CUSTOMER][NEUTRAL] Um, you know, last year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then her husband.
[CUSTOMER][NEUTRAL] She got married. Her husband had insurance and she went with.
[CUSTOMER][NEUTRAL] You know his work insurance.
[AGENT][NEUTRAL] Well, I have her paid through 91 of 24 and it's possible that on the September invoice I'm gonna look real quick that uh.
[AGENT][NEUTRAL] It y'all paid before we knew that it was lapsed and that's probably what it is so I'm gonna just check that real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did only go back to October, so.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] Well that's August.
[AGENT][NEUTRAL] I don't think I, here we go. 23479.
[AGENT][NEUTRAL] All right, now that I have the right group up, I apologize my system didn't update. OK, yes, ma'am. So it was paid in September when we had a, a lapsed date of [PII], so that's the that was the uh refund for her.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me just make sure on the next month here that it wasn't the case again.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah I have the October bill. I don't see her on.
[AGENT][NEUTRAL] Yeah, so that's what it was for her.
[CUSTOMER][NEUTRAL] The October bill OK.
[AGENT][NEUTRAL] OK, so we got that one. Let's go to [PII]. Let's see here.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And it could be.
[CUSTOMER][NEUTRAL] You know something in between there too.
[CUSTOMER][NEUTRAL] I may just not have went back far enough.
[AGENT][NEUTRAL] Now for her, it looks like in [PII] last year, she changed her coverage, um.
[AGENT][NEUTRAL] It might be, let's see the notes.
[AGENT][NEUTRAL] Coverage change. Let's see. Drop the spouse and changed to individual care. So what it was is we billed for the updated amount and you guys paid for both and so that amount was refunded um because that was the difference or maybe it was.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's probably the case on both of them.
[AGENT][NEUTRAL] Yeah, so y'all paid the 7903 for the month that she changed and it was actually only 3805 and it's just likely that we billed prior to receiving the notification of the coverage change and so um we just refunded the difference on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, we just wanna make sure we were.
[AGENT][NEUTRAL] Let me just check on the other one just to be sure.
[CUSTOMER][NEUTRAL] We were actually supposed to get it, OK.
[AGENT][NEUTRAL] Oh, yes, ma'am. I'm just gonna look at um Miss [PII] real quick just to be on the safe side.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, looks like the same exact thing on the same month, so, um, the 7903 was paid and we only used the 3805.
[CUSTOMER][NEUTRAL] All right well we'll take it.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with while we're on the phone?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, you have a great rest of your week. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK thank you OK bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.