AccountId: 011433970860
ContactId: 4db52e04-1341-4ead-89c9-307042492622
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1089260 ms
Total Talk Time (AGENT): 469010 ms
Total Talk Time (CUSTOMER): 461426 ms
Interruptions: 11
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4db52e04-1341-4ead-89c9-307042492622_20250404T16:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How about yourself?
[CUSTOMER][NEUTRAL] Doing all right thank you. I have a group admin on the line who said that she just has questions regarding an invoice and I do have that invoice number.
[AGENT][NEUTRAL] OK. Have you got the group number, dear?
[CUSTOMER][NEUTRAL] Yes, that is uh 20939.
[CUSTOMER][NEUTRAL] We are speaking with the admin, uh, [PII].
[AGENT][NEUTRAL] 20939. All right. Let me pull that up real quick, hun.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said you got [PII] on the phone?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And she's got questions on an invoice.
[CUSTOMER][NEUTRAL] Yes, uh, I've got that invoice number she didn't tell me which month it was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, that's 6,382,310.
[AGENT][NEUTRAL] OK. 6,382,310 and you got [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what is a good call back number for [PII], please?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]. All righty. All right. You can send Ms [PII] over and I'll get her taken care of.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's it.
[CUSTOMER][POSITIVE] Alright, I'll send it over thank you have a great rest of your day.
[AGENT][POSITIVE] You as well. Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in group billing. [PII] said that you had um questions on invoice 6,382,310 and a good call back number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] All right, [PII], thank you. And that is on family advocacy community training, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. And what can I do for you?
[CUSTOMER][NEUTRAL] I have a line item and I'm not exactly sure what it is. I'm trying to reconcile these invoices, um, on page two I've got uh a 10 year renewable con convert term for 10,850 is the first one. What does that mean?
[AGENT][NEUTRAL] The renewable, uh, when, uh, the 10-year renewable?
[AGENT][NEUTRAL] Convert term.
[CUSTOMER][NEUTRAL] Yeah, what is that? Mhm.
[AGENT][NEUTRAL] I think that that is a, um.
[AGENT][NEUTRAL] A term life policy.
[CUSTOMER][NEUTRAL] Hm I was told that our
[AGENT][NEUTRAL] Hey, what policy?
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] Oh sorry, I was told that our um life insurance policies that our staff elected for voluntarily were moved to a different carrier. That's why I'm concerned seeing these on the bill. I see another one, a 30 year renewable convert term, a 20 year and another 30 year.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And these are
[CUSTOMER][NEUTRAL] These are being, no, I just need to know what they are because I and and I need to talk to our insurance broker, I suppose, but these are life insurance policies.
[AGENT][NEUTRAL] Wait a minute. Let me, wait, wait, wait, let me, uh, let me double check. Let me double check because I could be wrong.
[AGENT][NEUTRAL] And I have been before, so I just want, I'll say that and maybe I didn't let me double check.
[CUSTOMER][POSITIVE] Yes thank you.
[AGENT][NEUTRAL] So, so what you're saying is that um you have life, the life insurance policies on the whole group have been
[AGENT][NEUTRAL] Transferred over elsewhere is that what you're saying?
[CUSTOMER][NEUTRAL] That's what it sounded like for our insurance broker.
[CUSTOMER][NEUTRAL] Our group was paid by fact is manage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have 123456 people that have this type of 10 year, 20 or 30 year renewable convert term.
[CUSTOMER][POSITIVE] Yeah, we were told that those voluntary life because we have uh a company paid life insurance policies for the entire staff.
[CUSTOMER][NEUTRAL] I was told that these voluntary ones were APL was no longer gonna be the carrier on those so we're doing a deep dive and I'm going through every invoice for the past few months and comparing it to payroll deductions and I.
[CUSTOMER][NEGATIVE] Don't see this coming out of anyone's paychecks so I was a little bit concerned.
[AGENT][NEUTRAL] OK, not a problem. I can help you with that. Um, OK, so I did just to reiterate, we're making sure that there is, the term life policies on these invoices have been terminated. They have been moved to a different carrier.
[CUSTOMER][NEUTRAL] Well, I'm, I'm not even sure. I'm just looking at a bill honestly I don't even know what they are, so I guess before I terminate anything I need to probably insert another step here and alert our insurance broker to this because I'm just going through things with a fine tooth comb. I don't wanna say what my findings that. Now, hold on, I'm, I, we're kind of tag teaming this now on the April bill I show [PII].
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEGATIVE] And that amount's not there. He's 2223878. I have cancer.
[CUSTOMER][NEUTRAL] Hospital indemnity.
[CUSTOMER][NEUTRAL] What is this one?
[CUSTOMER][NEUTRAL] GH 22238
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group hostel indemnity. Why did you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 332 93.
[CUSTOMER][NEUTRAL] Where's this 222?
[CUSTOMER][NEUTRAL] Well, those, those are for two different people.
[CUSTOMER][NEUTRAL] OK, so I have 22238.
[CUSTOMER][NEUTRAL] For [PII]. Mhm. That's hospital indemnity. Yeah. I have $78 for cancer.
[CUSTOMER][NEUTRAL] Bear with us one second.
[AGENT][POSITIVE] Oh, that's fine. I'm, I'm double checking as y'all, it, it, I'm double checking as well. So just, that, that is perfectly fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 1684.
[CUSTOMER][NEUTRAL] Mm, not here.
[CUSTOMER][NEUTRAL] So she is 1234. That's 123.
[CUSTOMER][NEUTRAL] It looks like that one's going on.
[CUSTOMER][NEUTRAL] Because I don't show this.
[CUSTOMER][NEUTRAL] $10 yearly renewable on the April.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But that's as of April in March we had it. OK, I think we figured it out.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, just give us, we might have one additional question. Hang on, we're just gonna look at this other spreadsheet. Thank you so much.
[AGENT][NEUTRAL] OK, that's fine, not a problem.
[AGENT][POSITIVE] Oh, you're so welcome. I'm glad I'm able to help.
[CUSTOMER][NEUTRAL] OK, in February I paid additional.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So we're paying for 2 from 2 different companies, yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think we figured it out. We just, we, oh hang on, we didn't I just want to check these.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] 14.
[CUSTOMER][NEUTRAL] So just taking.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Why do I not see [PII] on to call because this was taken away.
[CUSTOMER][NEUTRAL] And she's not on it anymore, so it's disappeared from here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have cancer only, so that's gone.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She's gone.
[CUSTOMER][NEUTRAL] But only as of last month. That's a different story. Do we need them for anything? I just want to confirm these last two.
[CUSTOMER][NEUTRAL] [PII] cancer, so that's gone and [PII].
[CUSTOMER][POSITIVE] It's gone, yes, OK, I think we got our question answered. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] All right. When was this supposed to be in effect? I mean, the terminations?
[CUSTOMER][NEUTRAL] I'm gonna have to check with our insurance broker. I don't know the answer to that, but we're finding a lot of issues and discrepancies and um not having a lot of fun with this, so just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I do see, right, and, um, I do see that.
[CUSTOMER][NEUTRAL] You know, one of those deep dive.
[AGENT][NEUTRAL] We have on those terminations, the reason why I ask is because I do see that there was a credit that it looks like 12.
[AGENT][NEUTRAL] Of I mean of December, the [PII] that they went away.
[AGENT][NEUTRAL] On those. I'm just double checking here because we owe you.
[AGENT][NEUTRAL] Um, and
[AGENT][NEUTRAL] A refund will be sent to you on these.
[CUSTOMER][NEUTRAL] Was that refund in the works or only from my call in today?
[AGENT][NEUTRAL] No, no, no, well, it will, I mean we see there's a credit on here, so it was and, and credits are not automatically put on the um invoice that's something that's manually done, um.
[AGENT][NEUTRAL] Now if you had an open invoice I could have put that on there um but we can issue a refund unless you want us to put it on the next invoice but that's.
[CUSTOMER][NEUTRAL] And then.
[AGENT][NEUTRAL] You know, like I said, that's something that has to be done manually.
[AGENT][NEUTRAL] Um, so either way.
[CUSTOMER][NEUTRAL] So I'm just trying to, so nothing has been done at this point?
[AGENT][NEUTRAL] I'm seeing that a credit was, I mean, it was taken out, I mean, the policies when they were terminated and we were notified, um.
[CUSTOMER][NEUTRAL] That were being billed every month. They were she said December, OK.
[AGENT][NEUTRAL] Right, I do see.
[AGENT][NEUTRAL] I would have to research that and see um on that it's just that the process has not been finished on this as far as that now the policies have been terminated and a check just has not been cut out yet, so that's what it is.
[CUSTOMER][NEUTRAL] When were you notified?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] OK, so I guess what I'm asking if I would not have called in today, when would that check have been cut?
[AGENT][NEUTRAL] Well, it's in process so it um I have not looked at it to see so.
[CUSTOMER][NEUTRAL] OK, do you, in your experience, do you think that that process, I'm just trying to figure out like our, our broker was supposed to maybe do something and didn't. If they notified you in December, would it take 4 months for that, or does it seem like more like it wasn't done in December?
[AGENT][NEUTRAL] But yes, ma'am.
[AGENT][NEGATIVE] No, ma'am. No, ma'am. It would not. It should not. No, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what I'm trying to get. I just, I just, OK.
[AGENT][NEUTRAL] No, ma'am. That is not the case.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, don't, don't get me wrong now. It, it can, it can happen, but that is not the case in this situation, so.
[CUSTOMER][NEUTRAL] OK, that's what I'm trying to get at.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] OK, so what are my options at this point?
[CUSTOMER][NEUTRAL] To keep this process going.
[AGENT][NEUTRAL] Now, um, y'all are familiar with our online service center, correct?
[CUSTOMER][NEUTRAL] You know what I'm having to do so much online service center and self service that's part of the issue, um, is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I can't, I can't manage everything myself. I have my job to do so.
[AGENT][NEUTRAL] I understand that and that's not a problem. That is not a problem. So, um, but I mean, anytime you have um
[CUSTOMER][NEGATIVE] Last time I went on to do self service it wouldn't let me submit and just span around and span around and span around so I had to submit my request via email so that's the other issue with the self service.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh, I hate that. I hate that. I'm sorry. So, and your other issues.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] And what was your other
[CUSTOMER][NEGATIVE] Uh, the other issue got.
[CUSTOMER][NEGATIVE] Oh that was terminating an employee. It wouldn't let me do that through the portal.
[AGENT][NEGATIVE] Oh, no, I hate it, I don't know what happened there, but normally it's really, really easy. Um, I, I don't.
[CUSTOMER][NEGATIVE] Yeah, it seemed like it it just the submit button wouldn't, wouldn't take it and it just span around so two days of that and then I finally just emailed and then I did get confirmation so with this.
[AGENT][NEUTRAL] And I understand that, so that's not a problem. And I do, um, I hate to, you had that issue, um, but we will take care of this for you and get this refunded, um.
[AGENT][NEUTRAL] So, so that way you're not waiting on it.
[AGENT][NEUTRAL] Uh, to be put on your next invoice.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] A credit on the next invoice.
[AGENT][NEUTRAL] So that's yeah I mean now either um well since you hadn't got an open invoice I can't put that credit on there. The next one that generates will be the May invoice and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since you've already uh
[AGENT][NEUTRAL] Waited this long, I'm not gonna make you wait anymore so we will request that check for you on those laps policies for the um term policies as far as the.
[AGENT][POSITIVE] The life policies that you were talking about, I will go ahead and get that taken care of for you.
[CUSTOMER][NEUTRAL] What is the
[CUSTOMER][NEUTRAL] OK, and one more question, one of the line items says A plus H. What does that mean?
[AGENT][NEUTRAL] Sure, honey.
[AGENT][NEUTRAL] Where, let me see.
[CUSTOMER][NEUTRAL] The category or the category is A plus H.
[AGENT][NEUTRAL] A plus H.
[AGENT][NEUTRAL] That's a new one.
[CUSTOMER][NEUTRAL] Like from Maggie
[AGENT][NEUTRAL] Um, if you can give me a policy number, I can look at that real quick for you.
[CUSTOMER][NEUTRAL] I have a policy certificate number. Policy certificate number?
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] For invoice notes.
[CUSTOMER][NEUTRAL] 02491668
[AGENT][NEUTRAL] And that's how Maggie.
[AGENT][POSITIVE] Is that correct? OK. Just wanna make sure I got that correct thing.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, $70.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's the accident policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good.
[CUSTOMER][POSITIVE] I think that should take care of everything, thank you and you said you are gonna send a check, right?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. On your term on those term policies, uh, for the life policies, yes, ma'am.
[AGENT][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][NEUTRAL] All right, um, [PII], and 2, if you have any anybody that has, um, before I let you go, um, that has terminated or needed to be terminated, and you can send an email to our care team.
[AGENT][POSITIVE] And, uh, OK, awesome. We can, if, if you do that, then we can get that taken care of as well. And um
[CUSTOMER][NEUTRAL] That's what I did, yes.
[AGENT][POSITIVE] Yeah, if you have any questions, just please let us know and we'll be glad to help you in any way we can.
[CUSTOMER][POSITIVE] Awesome I appreciate it thank you have a good weekend.
[AGENT][NEUTRAL] All right, [PII], uh, is there anything else then?
[CUSTOMER][POSITIVE] No, thank you so much. Bye-bye.
[AGENT][NEUTRAL] Well, I had