AccountId: 011433970860
ContactId: 42b8ceb4-6903-4316-9709-73d91e33a3d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 647369 ms
Total Talk Time (AGENT): 175152 ms
Total Talk Time (CUSTOMER): 327474 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/42b8ceb4-6903-4316-9709-73d91e33a3d8_20250507T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was on hold and I was with [PII]. She was trying to get to the billing department.
[AGENT][NEUTRAL] OK, that's me. What can I help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I thought she was, hold on just a second. See if that's [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Well, I, I think we got disconnected. I got disconnected from her and she was trying to get to you, um.
[CUSTOMER][NEUTRAL] My name's [PII]. I'm with American Bank of Oklahoma, and she was helping me, um, sort out a mess. Hold on just a second. Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, she's waiting for you. She said she accidentally disconnected you.
[CUSTOMER][NEUTRAL] Can you tell her I've got [PII] on the line? OK, hold on. [PII] it was [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I've got, I've got now [PII] is on hold, so let me see what she's telling me because she might, so I'm gonna put you on hold just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII], do I have you now?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm sorry, she, I just wanted to clarify with her that we were that we were done. She said she was trying to transfer us and then she wanted to get back with me to let me know and then we got hung up, OK.
[CUSTOMER][NEUTRAL] Um, I didn't know if if she gave you any information before or she just, OK, all right, well, we'll start from scratch again, um, and see what you need from me. I'm, my name's [PII]. I'm calling from a broker's office. It's American Bank of Oklahoma on behalf of one of our clients with a completely messed up situation here.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] And the group number is 24542.
[AGENT][NEUTRAL] Wagner County.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, member in question, last name is [PII]
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] We thought this member had not been added because there are several members who have not been added and several members who need to be termed.
[CUSTOMER][NEUTRAL] In an audit that we were given late Friday after we had added her again we realized she was on there and when I was speaking to [PII] she said it looked like she had been added so I've got a number 257-485-8.
[CUSTOMER][NEUTRAL] Where it looked like she was added and then turned on the same day.
[CUSTOMER][NEUTRAL] But yet
[CUSTOMER][NEUTRAL] Her billing carried over.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Into [PII] but it was the old billing.
[AGENT][NEUTRAL] Yeah, the 222572574858 um was a Medlink 6 policy had effective date of [PII]. Um, there was a new policy issued, um, 2621965, which is a Medin 9 which has an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, when was OK.
[CUSTOMER][NEUTRAL] But she never when I looked her up on Friday she was not in our portal.
[CUSTOMER][NEUTRAL] So I assumed she had not been added.
[AGENT][NEUTRAL] Uh, the 257485-8 that was issued back in December, but it looks like it was.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Uh, um, well.
[CUSTOMER][NEUTRAL] Yeah, I'm
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] But that one in particular, let me look somewhere. I'm not sure why that one.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Um, and, but then the new policy was just issued yesterday.
[CUSTOMER][NEUTRAL] Right, and, and that was and that was me because I, I submitted that because we didn't think she was issued at all and she had a claim.
[CUSTOMER][NEUTRAL] But like I said, then I, but I submitted that and then right and then I, but after I sent that email out on Friday we received their audit and then I saw her on the audit and I was like how is she on here when she wasn't showing up on our in our portal and Toa explained that that was because that was the old.
[AGENT][NEUTRAL] Yeah, this one got issued yesterday, yeah.
[CUSTOMER][NEUTRAL] Um, meddling benefit so it wouldn't be showing up current.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in a nutshell.
[CUSTOMER][NEUTRAL] Do we deactivate the current, the one that we just added and that the one that the old one, do we just keep what do we need to do? Keep that and then just get her transferred over, make sure she got rolled over to 11.
[CUSTOMER][NEUTRAL] With that policy
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The one that was started in November because because she is still actively working she was hired and I we I don't know what happened.
[CUSTOMER][NEGATIVE] I know that this group they there's there's been a lot of issues they handle all of their own paperwork and it hasn't been handled efficiently.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And we're trying to
[AGENT][NEUTRAL] That's February
[AGENT][NEUTRAL] Let's change
[CUSTOMER][NEUTRAL] I just when I get ready to upload her information for her claim I just wanna make sure it goes to the right place.
[AGENT][NEUTRAL] I can't, well, so I have November and December in house so I can get that that old 2574858 reactivated and that premium applied and then I have January and February premium in house on the new policy so um it looks like I mean it looks like the group is remitting the premium because they're getting it from I guess the paycheck, um, so I don't think there's anything that needs to be done on.
[AGENT][NEUTRAL] The groups and um.
[CUSTOMER][NEUTRAL] Yeah they and they and they pay they OK so yeah.
[CUSTOMER][NEUTRAL] 2574 because on the um this audit there's what they're saying is wrong amount billed because they're being billed for the old policy rate for her.
[AGENT][NEUTRAL] Well, the policy that was issued back in November, that premium was the Medlink 6 policy, which is a premium of 6528, um, each month. And then the new policy, the Medlink 9 has a rate of 6492 and that's what is now being received from the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, and um if she was active in December.
[CUSTOMER][NEUTRAL] As a whole, everybody should have been rolled over to them at like 9.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And we were told APL did that.
[CUSTOMER][NEUTRAL] So I don't know if she got missed at that time.
[AGENT][NEUTRAL] Yes, it looks like policy, yeah, it looks like Medlink non policies are.
[AGENT][NEUTRAL] Have all been issued.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But was she not issued the Medli 9?
[AGENT][NEUTRAL] Yes, that is the 262-1965.
[AGENT][NEUTRAL] And the rate is 6492.
[CUSTOMER][NEUTRAL] OK, give me that policy number again please. I'm sorry.
[AGENT][NEUTRAL] 2621965
[CUSTOMER][NEUTRAL] OK, and that's not the one that was just issued, correct?
[AGENT][NEUTRAL] 2621965 was just issued yesterday.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] I'm saying that we that was issued because we didn't think she was enrolled at all.
[CUSTOMER][NEUTRAL] So should we just keep that one?
[AGENT][NEUTRAL] Yeah, the 2621965 is effective [PII], so that will,
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Once it goes through the nightly process, that'll go into active status.
[CUSTOMER][POSITIVE] OK, alright, that works.
[CUSTOMER][NEUTRAL] That works then.
[AGENT][NEUTRAL] And then the 2574858, I'll reactivate and apply the premium that we received and lapse it back so the 2621965 will stay active.
[CUSTOMER][NEUTRAL] Alright, I just wanna make sure that when we.
[CUSTOMER][NEUTRAL] OK perfect perfect and that's her, that's her um meddling 9 policy OK and so then when we upload her her um her claim everything will go to the 2621965, the correct one.
[AGENT][NEUTRAL] 2, yes.
[AGENT][NEUTRAL] Yes, as long as that's on the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, but we might be speaking soon. I'm just just saying so anyway.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Alright. Have a good rest of your day. Alrighty, bye bye.
[AGENT][POSITIVE] You too, and thank you for calling APL.