AccountId: 011433970860
ContactId: 369fc789-587a-4b83-9c35-6ed1f286dea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 843650 ms
Total Talk Time (AGENT): 255597 ms
Total Talk Time (CUSTOMER): 265490 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/369fc789-587a-4b83-9c35-6ed1f286dea2_20250530T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I have.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I have group number oh gotta go back up to the top of the invoice I'm sorry.
[CUSTOMER][NEUTRAL] Group number 16381.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it is for the Saint Andrew's Club and I have [PII] on the line. I do see her as a user in the OSC.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and I verified the group information.
[CUSTOMER][NEUTRAL] She called asking for Amber but she never replied, so she is calling regarding her um invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And all the charges for [PII].
[AGENT][NEUTRAL] OK, let me get that
[CUSTOMER][NEUTRAL] So I did tell her that it was looks like charges going back to October, but she's stating that they paid those.
[AGENT][NEUTRAL] OK, tell me that person's name again. I'm sorry, [PII]. Is it on the? What is that person's name for you?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah, or I can give you the policy number if you want.
[AGENT][NEUTRAL] Yeah, either one is fine. What you got.
[CUSTOMER][NEUTRAL] The policy number is 2554603 since I'm not sure how to pronounce it.
[AGENT][NEUTRAL] Oh no, 2554603.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, sweet.
[AGENT][POSITIVE] [PII], OK, and I'm talking to [PII]. OK, I'll be glad.
[CUSTOMER][NEUTRAL] Yeah, that one.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Good to talk to you. Have a great weekend.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] You're welcome. You have a great weekend as well.
[CUSTOMER][POSITIVE] All right, let me get Miss [PII] on the line. Thank you.
[AGENT][NEUTRAL] No, thank you.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience. I have [PII] in our billing department I have explained what you're asking, and she's checking on that for you. Thank you.
[CUSTOMER][POSITIVE] My pleasure. You have a wonderful weekend. You do too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, [PII]. This is [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm good thank you thank you for taking my phone call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, absolutely, I understand that you're calling on this and forgive me if I don't pronounce this right, um, Mea [PII], is that right?
[CUSTOMER][NEGATIVE] Yes, uh, in my June invoice she is here several times, and I don't understand why we have been, um, she has been in my invoice for 32, 54 for, you know, I mean many months for, I mean since ever and now they say that it's for all invoices.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] OK. Yes, ma'am. I can tell you exactly what that's for. It looks like we added her dependent effective um [PII]. So what you're seeing on your end.
[CUSTOMER][NEUTRAL] But you know
[CUSTOMER][NEUTRAL] I have, I have here on my notes, uh, because I have a spreadsheet we have been paying for her, you know, she's has been in, uh, [PII].
[CUSTOMER][NEUTRAL] And forward September October November I mean she has been in every invoice.
[AGENT][NEUTRAL] Yes, ma'am. I understand what you're saying, ma'am. Let me, let me do one more thing and I can help that explain it to him. I'm double checking something, OK? Give me just a moment.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] one that I did make an addition and.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] It, it kind of talked about water under the bridge and stuff.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So what happened was, Yes, ma'am. You are correct. She has been on your invoice, but what happened was is we made a change to her coverage effective [PII], where we added her dependent. Her premium was 3254, but when the dependent was added,
[AGENT][NEUTRAL] Um, it changed the premium to $47.78 and that 1524 that you're seeing on your.
[CUSTOMER][NEUTRAL] and why, why what changed? I'm sorry, I'm sorry, hold on, let me understand why it was why it was changed?
[AGENT][NEUTRAL] It came through on on the file from the group to add the dependent.
[CUSTOMER][NEGATIVE] I don't, sorry, I, I'm having a hard time hearing you.
[AGENT][NEUTRAL] OK, let me see if I can make that better, Miss [PII]. Give me just a moment.
[AGENT][NEUTRAL] OK, Ms. [PII], can you hear me better now?
[CUSTOMER][NEUTRAL] Mm yes.
[AGENT][NEUTRAL] OK, OK, thank you. I, I apologize. Um, yes, ma'am. We received that on a file that comes from the group to add her dependent, effective 101, and that is the difference in the premium. So she was paying just 3254 for her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry about that. It's just a long.
[AGENT][NEUTRAL] And when the dependent was added.
[AGENT][NEUTRAL] It changed the premium to $47.78.
[AGENT][NEUTRAL] And what you're seeing on your invoice is the premium difference from the 4778 and 3254 from October on. That's it, that's the extra that you're paying for adding the dependent.
[CUSTOMER][NEUTRAL] For adding a dependent, adding a dependent.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And hadn't dependent and um.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] You received that information from who?
[AGENT][NEUTRAL] We received that from an.
[CUSTOMER][NEUTRAL] Did she
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Let me, let me look at it one more time, make sure I tell you correctly. Bear with me just a moment.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold? Do you mind if I place you on hold for a moment? Thank you so much, Ms. [PII]. I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] Sure, no, that's fine. That's fine, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi, thank you so much for your patience. Uh, thank you so much for your patience. OK, so your group is set up on what's called a file fee, and that information comes from a file fee. So it was on the file feed that had her to add her dependent effective 101.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, so you say that a a dependent was out since [PII].
[AGENT][POSITIVE] Yes, ma'am. That is correct.
[CUSTOMER][NEUTRAL] And you see how it was that? I'm sorry, with what kind of system? I, I barely hear you there.
[AGENT][NEGATIVE] OK, it's set up on an electronic false.
[AGENT][NEUTRAL] Which comes from the group that comes from your group and it's sent to us and the the request was only fife to add the dependent affected 10 1.
[CUSTOMER][NEUTRAL] what
[CUSTOMER][NEUTRAL] Hm? Maybe, hold on, let me see. No, yes, I am. Yeah, I got out.
[CUSTOMER][NEUTRAL] OK, alright, so, um, give me just one second, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna put you on a brief call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] that.
[CUSTOMER][POSITIVE] Alright, thank you so much for holding. Now, can I, can I, could you just spell to me what system do you say that it comes from so I can, you know, made a note in my.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, yes, ma'am, I'm here. Um, I'm trying to think, yes, a better way to explain it.
[AGENT][NEUTRAL] Let me, what is your email? I'm gonna get with our enrollment service.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh, there we go. That would be better, that would be better because uh.
[AGENT][POSITIVE] Yeah, it would be better for you to, um, understand, and I think we're having a little bit of a problem with my connection, [PII], and I'm so sorry. What I would want to do is, um, let me get your email and I'm gonna get with our enrollment service, OK? Go ahead, [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, it's just
[CUSTOMER][NEUTRAL] OK. It's, it's [PII]
[CUSTOMER][NEUTRAL] At Saint Andrews Club. [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII], let me repeat that back to you. So it's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK. Thank you so much. I will, let me, let me get with the enrollment services and they can help better assist you with this, OK?
[CUSTOMER][POSITIVE] That would be great. I appreciate it. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a great day, OK?
[CUSTOMER][NEUTRAL] OK. You too. Bye bye.
[AGENT][NEUTRAL] Is that all I can help you with?