AccountId: 011433970860
ContactId: 50eba591-3492-467b-9ada-ba56a345acbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513929 ms
Total Talk Time (AGENT): 213522 ms
Total Talk Time (CUSTOMER): 150544 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/50eba591-3492-467b-9ada-ba56a345acbf_20250106T18:08_UTC.wav
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[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII] in customer service um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Help. Hey.
[AGENT][NEGATIVE] Oh no, it's not.
[CUSTOMER][NEUTRAL] Will you look at a policy please, uh, and I do have the insured on the line but I don't need to transfer but I just need to ask a couple of questions, um, 239-401-3.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Miss [PII].
[CUSTOMER][NEUTRAL] Yes, and I know she is with the group, you know, um we get payment from the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now we have termed her due to um
[CUSTOMER][NEGATIVE] No payment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, but then she was, of course she's saying that's not right and I'm gonna have to tell her to get with her HR to see what happens, but she has also received like premium overpayment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Refund checks, and she's asking why that came to her and I'm like, I really do not know that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, well, let's see.
[AGENT][NEUTRAL] It looks like because it's um
[AGENT][NEUTRAL] A cafeteria plan. I would assume that's why it was issued to her and it's um employee pay that that's why they would have issued it back to her.
[AGENT][NEUTRAL] But I'm just trying to figure out why it would not have just been applied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] August.
[AGENT][NEUTRAL] That's so strange.
[AGENT][NEUTRAL] OK. So
[AGENT][NEUTRAL] I, I'm like I'm trying to figure out these notes. I apologize. I'm still learning the lingo and whatnot.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEGATIVE] Overdue. I, I see that it shows overdue and.
[CUSTOMER][NEUTRAL] I get it, yeah.
[AGENT][NEUTRAL] It says I'm allowed to apply in July.
[AGENT][NEUTRAL] And laps to apply suspense.
[AGENT][NEUTRAL] Then there's an overpayment.
[AGENT][NEUTRAL] In October, [PII].
[AGENT][NEUTRAL] Bank info added for policy. Is she now direct pay?
[CUSTOMER][NEUTRAL] Well, that's what I was trying to like, uh, I don't.
[CUSTOMER][NEUTRAL] I don't know. I mean, she says she's still employed there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm wondering
[AGENT][NEUTRAL] Let's see, yeah, it looks like we have the account set up for like direct pay.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I swear all this stuff, you know.
[AGENT][NEUTRAL] And the employee employer she's with right now is the same employer she had when she opened the policy?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I'm wondering
[AGENT][NEUTRAL] Yeah, we have ACH and routing number, all that we have an account number and routing number to set up and it says it's active.
[AGENT][NEUTRAL] I'm not sure why we would have direct pay. That's, that's more than likely the reason why she's receiving because we're, it's a direct pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] But what I don't understand is.
[AGENT][NEUTRAL] Why
[AGENT][NEGATIVE] It's not getting applied.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] Overdue.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so it says here that we were given the lapse date.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] In August of lab date of, I guess it's [PII].
[AGENT][NEUTRAL] That state deleted. O.
[AGENT][NEUTRAL] I am so sorry, honey, I am trying to figure this out.
[CUSTOMER][NEUTRAL] No, I mean.
[AGENT][NEUTRAL] [PII] looks like she's the one that did the um refunds, but other people have had their.
[AGENT][NEUTRAL] Hands in it, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Looks like the same day a laps date was put on there, it was removed.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Looks like in September it was lapsed due to
[AGENT][NEGATIVE] Overdue.
[AGENT][NEUTRAL] I just
[AGENT][NEGATIVE] Sometimes these notes don't make any sense to me.
[CUSTOMER][NEUTRAL] Right, I get that too.
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] And I, at first I wondered if they, if we wanted her to, uh, or this group was moving to that GCP 24 and they had to fill out the portability, but I'm not seeing that anywhere.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, that we see anything like that.
[AGENT][NEUTRAL] We're definitely tell her direct well we're we're drafting her directly. It's not coming from the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, because I see her ACH was put in as a deposit, you know, for direct deposit, but I was trying to think.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yeah, I, I don't see it's not being group paid. We've got a couple of invoices out there from November, December, and then now in January, but.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, before that,
[AGENT][NEUTRAL] It was like [PII], so
[AGENT][NEGATIVE] And during the time that this all happened, it was uh not being group paid.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEGATIVE] I'm, I'm just not sure why she's being refunded and then it was uh lapsed due to being overdue. That, that doesn't make any sense to me.
[CUSTOMER][NEUTRAL] Right, right. OK.
[AGENT][NEUTRAL] Um, I, I feel like [PII] would be best to answer this question, but I don't know how to get you to her directly.
[CUSTOMER][NEUTRAL] OK. I'll send her an email or something, you know, cause I don't know how to do that either. There's no way to get directly to somebody. I mean, there's got to be a way, but I don't know it.
[AGENT][NEUTRAL] 01.
[AGENT][NEUTRAL] I'm sorry. Yeah, [PII] would probably be the, she's the one that issued the refunds, so she might be able to better help and I sincerely apologize that I wasn't better help, um.
[CUSTOMER][POSITIVE] Uh, no, I appreciate it.
[CUSTOMER][NEGATIVE] Oh, no, no.
[AGENT][NEUTRAL] I just, I'm at a loss because it's showing these refunds that would have totally covered the premium.
[AGENT][NEGATIVE] Um, overpayment, overpayment, overpayment, and then she's lapsed due to overdue. I don't, I don't understand that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. I don't either.
[AGENT][POSITIVE] But it's definitely direct pay, so this is definitely being paid by the policy holder.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, thank you, thank you.
[AGENT][NEUTRAL] I'm sorry, it was a better help.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Is there anything else I can look at for you, love?
[CUSTOMER][POSITIVE] That is it. I appreciate it.
[AGENT][NEUTRAL] All right. Yes, ma'am.