AccountId: 011433970860
ContactId: 3682ed78-41e3-43f7-9f3a-a43220a8d84f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512619 ms
Total Talk Time (AGENT): 185233 ms
Total Talk Time (CUSTOMER): 147768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3682ed78-41e3-43f7-9f3a-a43220a8d84f_20250612T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from NAS. Um, do you have the ability to, um, look up on billing or do I need to, I tried [PII], but I got her voicemail.
[AGENT][POSITIVE] Yes, I'm in the great billing department. I can look at billing.
[CUSTOMER][NEUTRAL] Oh, you are? OK. Who am I speaking with?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. So, um,
[CUSTOMER][NEUTRAL] Back in May.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I worked with
[CUSTOMER][NEUTRAL] [PII] on, it was either [PII] or [PII] regarding a member of Cowi CAWY bottling company number 15583.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I guess he fell off the major medical, so they, um, I'm trying to find the email. I just lost it. Oh my [PII], so frustrating.
[CUSTOMER][NEUTRAL] Um, so they had looked into it and he had fallen off the medical in February, so he wasn't eligible. So they had indicated that they canceled him and that a check would be cut and sent on the following Monday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that was back in May. The guy called today APL and was told he is still, he still has active coverage.
[CUSTOMER][NEUTRAL] So I'm trying to find out what's going on and whether the check ever got mailed.
[AGENT][NEUTRAL] OK, I can look at that for you. So, the reason why it is, according to the notes, the reason why it is still active or got reactivated, uh, the note says insured enrolled in Medicare as of [PII].
[CUSTOMER][NEUTRAL] OK, hold on 2125.
[CUSTOMER][NEUTRAL] And when they enroll in Medicare, they can have gap.
[AGENT][NEUTRAL] I, I'm gonna have to assume so. Um.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah, I'm gonna have to assume they can, but I'm not, uh, that, that would be a customer service, uh, question, but I would have to assume that they could, otherwise the policy wouldn't have been reactivated.
[CUSTOMER][NEUTRAL] I thought they couldn't.
[CUSTOMER][NEUTRAL] When was it reactivated?
[AGENT][NEUTRAL] Uh, [PII], or that's when the note was put on here.
[CUSTOMER][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] OK, who worked on it, do you know?
[AGENT][NEUTRAL] Uh, [PII]'s name is on it.
[CUSTOMER][NEUTRAL] [PII], OK. So on [PII] they got see I thought only COR allowed them to keep that. I thought Medicare, um, they were not. So, 5-16, it was reactivated back to [PII] because of Medicare, so the check never went out to him, I'm guessing?
[AGENT][NEUTRAL] Um, that, let me, let me check on that one.
[CUSTOMER][NEUTRAL] Um, to the group.
[AGENT][NEUTRAL] Let me check on that one real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And did you say [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think we've spoken before too.
[AGENT][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] I'm on the computer.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEGATIVE] That's not what I wanted up there.
[AGENT][NEUTRAL] Um, yeah, it looks like the check was issued on [PII] and mailed out, but it is still showing outstanding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] And it was mailed to the address of the group on record.
[AGENT][NEUTRAL] Uh, you're la la la. Let me see. Yes, [PII].
[CUSTOMER][NEUTRAL] OK, and the amount of the check was?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] 380.
[AGENT][NEUTRAL] And 4 cents.
[CUSTOMER][NEUTRAL] So by all intents and purposes, if he was reactivated, then they owe that money back.
[AGENT][NEUTRAL] Um, yeah, but let me, let me let me double check on that because that just doesn't make sense as far as, uh, because I'm kind of with you. I didn't think that.
[AGENT][NEUTRAL] You could carry this under Medicare. So, hang on one second and let me look.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it could just simply be an error on our end as far as it's still being active, um, but I, I'm double checking that for you. Hang on one second.
[AGENT][NEUTRAL] All right, someone answer me.
[CUSTOMER][NEUTRAL] Yeah, I'm I'm messaging [PII].
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, as far as the refund check, the the group should have already received it by now, um.
[AGENT][NEUTRAL] But I'm checking with.
[CUSTOMER][POSITIVE] But it's, but it's outstanding.
[AGENT][NEUTRAL] It's right. They haven't, they haven't deposited it yet.
[AGENT][NEUTRAL] Alright, one of y'all needs to answer me, come on now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I just asked one of our sales guys and he says no.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah this could just simply [PII]'s finally write me back let's see.
[AGENT][NEUTRAL] This could simply just be an error on our end where the policy didn't get lapsed after the refund was issued and it looks like the group didn't reconcile their June invoice and paid premium. I'm not sure why I wouldn't cancel the policy we'll do that now refund the month of premium just paid. OK, yes, so it looks like it was just an error on our end. [PII] is gonna get the policy lapsed and also refund the premium that the group paid on the June invoice.
[AGENT][NEUTRAL] Um, so that check will go out. It'll get issued today, it'll go out in the mail tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the group should receive it by Monday or Tuesday.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks, thanks, bye.