AccountId: 011433970860
ContactId: 3555b9a1-47d2-49b7-8cfb-bb105523a37f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185880 ms
Total Talk Time (AGENT): 87945 ms
Total Talk Time (CUSTOMER): 79358 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/3555b9a1-47d2-49b7-8cfb-bb105523a37f_20250423T19:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], this is [PII] on the care team, and I've got a broker on the line who was checking on um eligibility status for a member, so she's saying that I I show the policy terminated in [PII], but she's saying that PayLogic was the third party who's collecting his premium.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she says he should still be active so I'm trying to figure out who I can get her to to help sort this out because I'm not sure if it's billing or customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at the policy. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 2488014.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so I see that it lapsed. It looks like it has a, had a future lapse date on it. Let me see who added that.
[AGENT][NEUTRAL] Um, OK, looks like Mole did. Hang on just a second, let me see if I can find what she received to.
[AGENT][NEUTRAL] To do that
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Now it looks like she
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hang up
[AGENT][NEUTRAL] Um, OK, did she happen to leave you her phone number?
[CUSTOMER][NEUTRAL] She did, um, it's [PII].
[CUSTOMER][NEUTRAL] [PII] she's broker [PII], she was with Fidelity, so she was the with the group that wrote the policy for this employer um and I I do show the group is still active, but this particular policy terminated back in [PII] so and she's adamant that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Premiums have been deducted ever since then and she thinks Pay logic's dropped the ball, but uh I can't tell if there's a third party if maybe that's their third party enrollment platform.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, since she hung up, I'll make sure that we get back to her. I do actually have uh a notice here some correspondence that was uploaded on base from [PII] asking to cancel this member's policy effective [PII], so it looks like we had written communication to do so, um, so, um, I'll make sure that we call her back and let her know, um.
[AGENT][NEUTRAL] Not sure what we'll need to do after that if she's saying the policy is supposed to be active um but we'll we'll address that I guess, um, she, I'm assuming she'll need us to provide us with this correspondence that we have but um like I said I'll give her a call back and see if we can get it sorted out.
[CUSTOMER][POSITIVE] OK, well I appreciate you so much. Thank you so much.
[AGENT][POSITIVE] Yeah, absolutely, no problem. Thank you.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][NEUTRAL] Uh huh bye bye.