AccountId: 011433970860
ContactId: 36c3bfa7-6292-4e7c-bba5-b0904298028f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736719 ms
Total Talk Time (AGENT): 367466 ms
Total Talk Time (CUSTOMER): 168236 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/36c3bfa7-6292-4e7c-bba5-b0904298028f_20250515T20:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Millat billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I have a question. I had an employee who elected employee spouse, and it doesn't seem to be reflecting that on my bill, and I've emailed and tried re-enrolling the employee spouse several times, but it doesn't seem like the change is sticking.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And can you give me a good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you [PII] and what is that group number please?
[CUSTOMER][NEUTRAL] Um, where would I be able to find that?
[AGENT][NEUTRAL] Uh, have you, are you, oh, you're on the website? OK, I can help you with that. That's not a problem. Let's see. What about the invoice number you're looking at?
[CUSTOMER][NEUTRAL] I'm on the website.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me pull that up.
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] Or you can give me the uh employee number that you are.
[AGENT][NEUTRAL] Uh, that you're talking about.
[CUSTOMER][NEUTRAL] Here I pulled up the invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's 638.
[CUSTOMER][NEUTRAL] 7658
[AGENT][NEUTRAL] That's 638-765-8.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you, [PII]. All right.
[AGENT][NEUTRAL] So see, before we get started, let me verify some information real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you're calling about um an insured that you can't get.
[AGENT][NEUTRAL] And that's [PII], right?
[CUSTOMER][NEGATIVE] No, so I'm [PII]. I'm calling with [PII]. Her spouse is supposed to be covered, but it doesn't show that on the invoice or on the website. So I don't know if I'm doing something wrong, but I've tried to fix it. I've tried to email y'all and nothing.
[AGENT][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I'm sorry to hear that. Um, so then what's the name of the group?
[CUSTOMER][NEUTRAL] The name of the group is Sign ad.
[AGENT][NEUTRAL] OK, thank you so much and can you verify the address that we have on file please?
[CUSTOMER][NEUTRAL] Sure. Let me pull up.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So that's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Can you finish that, please?
[CUSTOMER][NEUTRAL] Oh, [PII], sorry, [PII].
[AGENT][NEUTRAL] Thank you so much. I'm so sorry. I, I just have to verify everything. And [PII], can you verify the email address too that we have on file?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So it may [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And the phone number?
[AGENT][NEUTRAL] For that group, for the group.
[CUSTOMER][NEUTRAL] So that I may have trouble with. Let me check.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying all the information so the employee that we're looking for is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you said that she wasn't.
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][NEUTRAL] OK, [PII]. Let's see.
[AGENT][NEUTRAL] And [PII] too, I was gonna let you know that the um.
[AGENT][NEUTRAL] The group number just in case you're asked any uh.
[AGENT][NEUTRAL] It is 22417.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just for your records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] You're so welcome. OK, [PII], heckle, heckle.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] It might help if I put the right information in for me.
[AGENT][NEUTRAL] OK. Let's see. So you said you have tried to change the coverage for um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Heckle, H E E K E L.
[AGENT][NEUTRAL] OK, um, now when you change it online though, I mean on the online, it's not necessarily gonna mean that um it's gonna change on your online invoice and you can change it on the online invoice I mean uh on the OSC.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] First, I mean, it just does not take up.
[AGENT][NEUTRAL] When you do it on there and on here, uh, on the online service center.
[CUSTOMER][NEUTRAL] OK, I just wanted
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] I just wanna make sure that she covered for employees spouse and even if we're back billed on a later invoice that's fine just as long as I know she is 100% covered.
[AGENT][NEUTRAL] OK, I understand that so um let me see what we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if we've received anything on that.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I do apologize for the delay on that, um.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So when was the spouse supposed to be added?
[CUSTOMER][NEUTRAL] So they went through renewal, let me double check.
[CUSTOMER][NEUTRAL] The spouse should have been added as of their renewal, which is [PII], but the earliest that we can get them started is fine just as long as they are covered.
[AGENT][NEUTRAL] OK, um, what I'm gonna have to do, and I hate to do this, but I will have to, um, so we can get this uh taken care of for you is to transfer you over to the customer service department and they will let you know what is needed to get this taken care of, I mean added and so forth because there's some information that they will need to get the spouse added.
[AGENT][POSITIVE] So they will be able to take care of that.
[AGENT][POSITIVE] For you and then of course they'll let you know how much is gonna be back bills for that as well.
[CUSTOMER][POSITIVE] OK, that's perfectly fine.
[AGENT][NEUTRAL] Alright, well, [PII], is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, just that.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day and um if you don't mind holding just a moment, I'm gonna get you transferred over to our customer service department.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], I have [PII], the bookkeeper on the phone for group 22417. She's actually calling on policy 1,612,900.
[AGENT][NEUTRAL] And what she is calling about, she said that um she was trying to change coverage um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And this is not something that we do even if it's online we don't do that um she says she's been trying to get this taken care of by adding the spouse on here and it's not taking it's not showing up on the invoice she said she has also sent emails uh or and and she hasn't had any response.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But they said the spouse was supposed to be added on their renewal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At renewal time?
[AGENT][NEUTRAL] So she said if they have to be back billed, um, that's fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I let her know that y'all would be able to let her know how much, what the difference was and how much would be back billed or what we need and what we all what all is needed.
[CUSTOMER][NEUTRAL] It looks like he was added in October and then somebody took him off in January.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ah, I see.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] [PII] took remove spouse made individual 101 premium that the group put in enrollment platform is still not correct. They have the 55 plus premium, uh.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] So what is she taking off?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But can you help her, please?
[CUSTOMER][NEUTRAL] She's taking my product.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][POSITIVE] I appreciate you.
[AGENT][POSITIVE] Thank you. Oh, and a good callback number? Her name is [PII] and a good callback number.
[CUSTOMER][NEUTRAL] All right, thank you. And what was your name again?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII]. And I only verified her on the, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Group level. I didn't verify the insured's information so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Mhm.
[AGENT][POSITIVE] Thank you, dear.
[CUSTOMER][POSITIVE] Thank you