AccountId: 011433970860
ContactId: 46dc4201-49ee-4390-bdf2-6ae800ba19b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 717559 ms
Total Talk Time (AGENT): 226466 ms
Total Talk Time (CUSTOMER): 157228 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/46dc4201-49ee-4390-bdf2-6ae800ba19b2_20250603T16:24_UTC.wav
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[AGENT][NEUTRAL] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][NEUTRAL] Good thank you um I have a question please could we take a look at one of our employees? I need to see why we're charging her $73.
[AGENT][NEUTRAL] OK. What's the group number?
[CUSTOMER][NEUTRAL] Uh, the group number is um.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It doesn't show me here your site is new now, so I'm I'm learning.
[AGENT][NEUTRAL] Yes, ma'am, no worries. Let's see here. What's the group name?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's uh the dental care, uh, Glickman and Mars DBA Dental care Group.
[AGENT][NEUTRAL] Would you spell that first word for me? I'm gonna do uh search here so I can find that number.
[CUSTOMER][NEUTRAL] G G L I C K S M A N.
[AGENT][NEUTRAL] Dental care group, OK. 18537.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, and if you could just make sure I could have the right group here, would you give me the uh street address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the phone number and a a good call back number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that. All right, let's see here.
[AGENT][NEUTRAL] And is it the most recent invoice? June?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] Alright, who on there is it that's duplicated or the overcharge?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], let's see here we are 7336. Let's pull that up.
[AGENT][NEUTRAL] 7875.
[AGENT][NEUTRAL] All right, looks like there's a premium change back in November of last year. Let's see what made that change.
[AGENT][NEUTRAL] Insured was updated to a new policy.
[CUSTOMER][NEUTRAL] no
[AGENT][NEUTRAL] So it looks like it actually went down in November.
[AGENT][NEUTRAL] From 117 to 73.
[CUSTOMER][NEUTRAL] Yeah, because I think they had it.
[CUSTOMER][NEGATIVE] Set up incorrectly. I'm trying to find my.
[CUSTOMER][NEGATIVE] I could have sworn her policy was a $500 policy.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] It says um
[AGENT][NEUTRAL] Date
[AGENT][NEUTRAL] I guess that state of service was entered wrong as [PII].
[AGENT][NEUTRAL] I've been [PII].
[AGENT][NEUTRAL] I think that was just a claim.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you're saying that it should be less.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Looks like it's an individual policy.
[AGENT][POSITIVE] Apologize, I'm still learning how to read these uh screens when it comes to the benefits.
[AGENT][NEUTRAL] Well it looks like who did you set up.
[AGENT][NEUTRAL] Check this out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so for what we have, it looks like it's the correct premium, but you're saying that it should be a different policy?
[AGENT][NEUTRAL] Because it shows here back in November of uh it says actually it's 23. I'm not sure if that was the one that was.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, so, oh, I apologize. I was thinking it was [PII] of last year, but it was actually [PII] that the policy changed. Um, it says here that.
[CUSTOMER][NEUTRAL] No, our policy renews November, um.
[AGENT][NEUTRAL] Well, yes.
[CUSTOMER][NEUTRAL] [PII] of every year, so we should have.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I apologize. I, I didn't mean to uh confuse you. The, the type of coverage changed in [PII], and I'm sure it just renewed in 24, but um it went from the premium being 11738 down to 7336 in [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It says uh.
[AGENT][NEUTRAL] You know billing to transfer premium, yeah, and it's just been that since so.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] What is the amount of her of her deductible because she should, she should, her medical policy is a $500 in-network deductible. I thought that the um gap insurance had to match the medical.
[AGENT][NEUTRAL] Uh, I apologize. That is, I'm group billing and I sincerely apologize. I am not completely sure about the benefits, so let me see if I can find that here.
[CUSTOMER][NEUTRAL] Uh, can you, uh, uh, for the policy that, that she has.
[CUSTOMER][NEUTRAL] Is it a $5000 deductible or is it a $500?
[AGENT][NEUTRAL] It is 5, it says plan 5000. I apologize. I feel like that might be what you're looking for the benefit amount is 5000.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, does it matter if her medical policy is only a $500
[CUSTOMER][NEUTRAL] Premium?
[AGENT][NEUTRAL] I apologize. I would have to get you to someone else in order to answer that question. I don't want to misguide you.
[CUSTOMER][NEGATIVE] OK, OK, that's fine just whoever can answer the question I don't want her to be paying for something that's not gonna be beneficial to her.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely understand that. Let me uh get you to someone that can answer those questions.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi sir, it's [PII] in billing. How are you?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] Uh, so I have a, a group admin on the phone. She's asking about benefits for an individual. Um, she's talking about deductible and coverage, and I just, I'm billing and I don't know anything. I don't wanna misinform her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, no worries, [PII]. Do we have the um insured policy number?
[AGENT][NEUTRAL] Yes, ma'am. So the policy number is 243.
[AGENT][NEUTRAL] 7875.
[AGENT][NEUTRAL] For Miss [PII]enez.
[CUSTOMER][NEUTRAL] All right, [PII], I'm sorry. Read that one read it one more time. My, my.
[AGENT][NEUTRAL] Sure, 4 243.
[AGENT][NEUTRAL] 7875. I think there's a slight delay. I apologize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's OK. My phone's been like the like all day.
[CUSTOMER][NEUTRAL] OK, [PII]. OK. And um who are we talking to with?
[AGENT][NEUTRAL] So I have [PII].
[AGENT][NEUTRAL] [PII] is on the phone with the group and I've already um verified her and everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome you can go ahead and send him on over.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hi this is [PII] over.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] This is [PII] in billing. I was just gonna let you know I've got [PII] on the phone with our care team and she's gonna help you out with those questions.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Thank you. Have a great day.