AccountId: 011433970860
ContactId: 37812b9a-5da0-4072-8013-7daae5904a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509239 ms
Total Talk Time (AGENT): 190582 ms
Total Talk Time (CUSTOMER): 197317 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/37812b9a-5da0-4072-8013-7daae5904a09_20250515T12:07_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], my name is [PII] with the City of Goose Creek Group number 26142. I have a question about a refund check that I received yesterday.
[AGENT][NEUTRAL] OK, sure, let me get your group set up [PII] hold on one moment for.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you
[AGENT][POSITIVE] I'm still here. I'm waiting on my system. I, I apologize. Thank you for your patience.
[CUSTOMER][NEUTRAL] Morning.
[CUSTOMER][POSITIVE] Morning. No problem.
[AGENT][NEUTRAL] OK, thank you. OK, can you verify the address of the group one, please?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK, and what is your email, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], but if I can update that with you, I would appreciate it because we are changing our emails.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure you can update that with me. Um, let me get your, let me get your callback number real quick, [PII], in case I lose connection with you please.
[CUSTOMER][NEUTRAL] Um, let me give you my cell phone. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, thank you, [PII]. OK, so you have a question about a refund check you received, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, it was received yesterday for the amount of $59.08 for a.
[CUSTOMER][NEUTRAL] Policy lapse.
[AGENT][NEUTRAL] OK, that means that was an overpayment on the policy that was no longer active.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me figure out what what policy that was let me look.
[CUSTOMER][NEUTRAL] Looks like maybe the cancer policy.
[AGENT][NEUTRAL] Yes, ma'am. I'm trying to see if I can find out whose policy it was. Give me just a moment. I have to check.
[CUSTOMER][NEUTRAL] Um, it was according to records it looks like it was for [PII].
[AGENT][NEUTRAL] Yes ma'am, let me pull up her account. [PII], there she is. OK.
[AGENT][NEUTRAL] Yes, ma'am. He termination was on um [PII] and that was the premium that was sent for April.
[AGENT][NEUTRAL] So we're just refunding that back to you because she terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She terminated on [PII].
[AGENT][NEUTRAL] Yes, ma'am. Well, that's the, that was a paid, we, we, we're on the full month. She couldn't, I don't know the exact termination date, but that's what her policy was paid to. Um, it could have been sometime within the month of March that she terminated, but that's what we're refunded back to you with the April premium.
[CUSTOMER][NEUTRAL] OK, so let me ask this. I was under the impression that.
[CUSTOMER][NEUTRAL] Once coverage is elected they have to terminate during open enrollment, is that not the case?
[AGENT][NEUTRAL] It is unless is she still is she still employed there?
[CUSTOMER][NEUTRAL] Yeah, well, unless something changed as of yesterday, but I mean her other policies are active.
[AGENT][NEUTRAL] Yeah, I.
[AGENT][NEUTRAL] OK, so is this an error, so she still be active with this cancer call?
[CUSTOMER][NEUTRAL] Uh, let me give me just one second to get logged into the system.
[AGENT][POSITIVE] Yes, sure, you're fine. Take your time. I'll research as well to see if I see anything else that would help.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I have nothing that indicates that she has been terminated, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see her accidental um I see her gap and I see her critical are all still active on her account as payroll deductions.
[AGENT][NEUTRAL] Yes, ma'am. I see that as well.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, so, well I mean I see it on our, I'm sorry, I see it on our payroll side is active deductions so let me look at this and see what we've got going on with this invoice because this invoice this is the April.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I show that all of you know for the invoice number 6385843.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I show all three policies active. Let me, I've got the invoice that came out on 51.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Show only the two policies for the 51 invoice, the med link and the group accident. I do not show the critical, so I'm curious as to why, how it was canceled, who canceled it because my understanding was that these changes had to be made during open enrollment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You are correct. Yes, ma'am. You are correct on that. And I'm looking at it. She was on the April, on the April invoice, so I'm not sure where, but we can, we can fix this, um.
[AGENT][NEUTRAL] Do this for me so we can have it in writing. Write down this email address for me.
[AGENT][POSITIVE] And to send the request, OK, it's [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just, um, say on that email that this policy should be active, not terminated, and we'll get that reinstated.
[CUSTOMER][NEUTRAL] And you said that's [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And that's no worries, but can you tell me how or why it was canceled?
[AGENT][NEUTRAL] That's what I'm looking for.
[AGENT][NEGATIVE] And I'm not able.
[CUSTOMER][NEUTRAL] And the reason I say this is because
[CUSTOMER][NEGATIVE] This seems to be an ongoing issue, not with her. This is the first time she's been on my radar, but where they're saying there, it's like policies are being lapsed and I'm having to go through this kind of cycle.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Monthly or at least every other month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can get our enrollment services to check into this because I see that it's on a file to see if there's something going on with the file. Um, let me contact them. Can I call you back on your cell phone number that you gave me and we'll, and when I find out, um, is that [PII]. Let me do that because like I said, I'm not able to see anything.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, on my end as to why it was canceled, but I can find out and I'll be glad to call you back and let you know, OK?
[CUSTOMER][POSITIVE] I, I would appreciate that because.
[AGENT][NEUTRAL] Where
[CUSTOMER][NEGATIVE] Every time they're they're saying that it's the file upload.
[AGENT][NEGATIVE] We don't want it, we don't want this to be had.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, go ahead, [PII], I'm sorry.
[CUSTOMER][NEGATIVE] No, they're just every time they're saying that it's a file upload but nobody can give me an answer of how to fix it.
[AGENT][NEUTRAL] OK, let me get with my enrollment this enrollment services and we'll certainly get to the bottom of that and let me give you a call back. Would that be alright?
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][POSITIVE] OK, I'll, I'll call you back today. OK, [PII]. Thank you so much. I'll speak with you soon. You're welcome. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.