AccountId: 011433970860
ContactId: 37962f70-79bc-4c22-a245-d3e13e077a06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 579640 ms
Total Talk Time (AGENT): 235334 ms
Total Talk Time (CUSTOMER): 261609 ms
Interruptions: 8
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/37962f70-79bc-4c22-a245-d3e13e077a06_20250228T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I work with Gentry Financial Group. We have, um, y'all manage several of our districts with the cancer insurance. So I have a question about, um, some billing from Curran's ISD.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], so you said that your last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] My last name is [PII]. I work at Gentry Financial Group, yes.
[AGENT][NEUTRAL] Oh, [PII]. Oh, I'm sorry, I misunderstood. OK. All right, and you have a question regarding a group's invoice?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, so they have an employee that termed on [PII].
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] And I go in and do the billing each month and I adjust in your online system and so when they send me the bill at the end of December I'm paying December billing so the employee termed [PII], her name is [PII].
[CUSTOMER][NEUTRAL] So she called to support her policy.
[CUSTOMER][NEUTRAL] In January and she was told that January was already paid and they said call back later.
[CUSTOMER][NEUTRAL] So she called back in February to port the policy because she wanted to keep it and they told her that January had been refunded.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] She wasn't paid for that, but the district didn't send me any money for her in January so I'm just kind of wondering.
[CUSTOMER][NEUTRAL] How what's going on here?
[AGENT][NEUTRAL] OK. So, um, OK, so what I can partially help you with this, what I'm gonna need to do for you, [PII], is to verify several things, uh, first for security, and then once I can take a look at it a little better, then I can get you connected with someone to further assist you in looking at that, OK? Um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is this not billing?
[CUSTOMER][NEUTRAL] Because yesterday I talked to my rep and they sent me the billing and I called the billing phone number and then I got you on the phone so I assumed I was talking to the billing. I'm sorry.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it all comes, that's OK. It all comes into the same place and depending on, you know, sometimes we can help with everything, but if there is an issue where it was paid and then the refund had been issued, then that is something, yeah, that I need to get you connected, but first I need to verify some things with you. So first off, what is a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And do you have a member's policy number?
[CUSTOMER][NEUTRAL] I'm sorry, say that again?
[AGENT][NEUTRAL] Do you have this, mhm.
[CUSTOMER][NEUTRAL] The oh the policy, yes.
[CUSTOMER][NEUTRAL] The policy for currents is 22426.
[AGENT][NEUTRAL] OK. Do you have Miss [PII]'s policy certificate number for herself?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I do not.
[AGENT][NEUTRAL] OK, so if you could verify your email address for me, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see if I can locate her policy.
[AGENT][NEUTRAL] OK, so, and if you could please verify Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh hang on let me look her up in the system. Give me one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And give me a moment to look at a few notes please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now I see that this policy is only paid to 11.
[CUSTOMER][NEUTRAL] It's page 211.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, so there was not, it doesn't show that it was.
[AGENT][NEUTRAL] Pay beyond, you know, the end of December. Mhm. It was termed.
[CUSTOMER][NEUTRAL] OK, so she's wanting, OK, so she's wanting to port that and of course now she's out of that 30 days so how does she do that? Because when she called she was told that it was paid through the end of January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then she got up again and she was told oh we've issued a refund so now it wasn't paid through January.
[AGENT][NEGATIVE] He told her that a refund had been issued. I don't.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, she, uh, I don't know, she didn't tell me but I got a letter from APL.
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it had a check for $119 saying refund of premiums submitted on behalf of the low listed employees, and it listed 5 employees and I'm not even I'm not really sure why I even got that because I should um these employees were paid through I I don't know why I got that that honestly because the last time I would have had [PII] on billing was in December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And like like you said she's paid through [PII].
[AGENT][NEUTRAL] Mhm. And that is what I said now I do show that she called in and spoke to uh someone and they explained to her that she, you know, she was aware that she owed the two month premium and that, you know, um, we would have to have all of her information back no later than [PII].
[AGENT][NEUTRAL] That would be the absolute last day that we could receive her information back and she said that she would be sending the payment via mail for January and February.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And again that was on the [PII], so you know, with it being mailed.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That was when?
[AGENT][NEUTRAL] 226 2 days ago mhm so yes ma'am, we would have to receive all of that back by.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The [PII], which will be next Friday.
[CUSTOMER][NEUTRAL] OK, me by [PII] for.
[AGENT][NEUTRAL] And receiving all of her portability information and no [PII], [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but if she needs to send January February premiums, um I'm saying by [PII]. OK, OK.
[AGENT][NEUTRAL] Correct. Uh-huh, and she was, yes, ma'am, and she was aware of that.
[CUSTOMER][NEGATIVE] And so she's been told all that. OK, well, it sounds like she's called you back since, um, I was able to reach you out. I've tried for a couple of days and I kept getting leave your number, we'll call you back, but I never did get a call back. So today was the first day I've got um someone to answer this. Yes, I have tried for this is my 3rd day, um, to try and get y'all. So I've been calling the billing number the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] That's strange.
[AGENT][NEUTRAL] That's strange. OK.
[AGENT][NEUTRAL] That's our main number, yeah, that's our main number that's not directly to billing that's our, that's our main number and it is all gonna come into one location and then if it has to get routed.
[CUSTOMER][NEUTRAL] Well, OK, so.
[AGENT][NEUTRAL] Out then.
[CUSTOMER][POSITIVE] OK, that's funny because we have new reps and it's um is it oh what's her name? So [PII] I know has moved up um so it's oh he was our new rep.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Where did I put that?
[CUSTOMER][NEUTRAL] So [PII] and [PII] and so I had emailed [PII] and then she emailed me and said well you'll need to talk. I talked with her on the phone and she said I can't answer that for you need to talk with billing and then she gave me this number for billing, the one that you said is the main number.
[AGENT][NEUTRAL] Uh, right, that's because, yeah, that's our, yeah, if it's it, there's not a direct number to reach any of the departments specifically, so that is the that is the best number you should have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. All right. Well, all right.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help and I'll get back with [PII] and just let her know we followed up but it sounds like she's already got it taken care of with y'all.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][NEUTRAL] Yeah, it, like I said, it looks like, I mean, she spoke to um to us multi well actually a couple of different times on the [PII] and
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I just wanna
[CUSTOMER][NEUTRAL] OK, so just for my purposes, so for example, when I, I paid you guys on [PII], and that would have gone for January billing, they actually sent their check late this that one month, but usually I pay right at the end of the month and it's for that month that I'm paying for. So like when I paid on.
[CUSTOMER][NEGATIVE] I mean, I'm always paying at the end of the month for that that month we're not paying ahead, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The the group pays in arrears.
[CUSTOMER][POSITIVE] OK, all right, just making sure, all right, thank you so much.
[AGENT][NEUTRAL] Uh, let's, well, you are certainly welcome. So were there any other questions?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK well then thank you so much for calling one APO and.
[AGENT][POSITIVE] I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] All right. Well, thank you. Yes, ma'am. Bye-bye.