AccountId: 011433970860
ContactId: 59f7e1a9-7925-4e02-b414-5302142e71a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166360 ms
Total Talk Time (AGENT): 46159 ms
Total Talk Time (CUSTOMER): 85539 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/59f7e1a9-7925-4e02-b414-5302142e71a0_20250324T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in Broker Resources. I've got a broker's office on my other line. Uh, can you look at this bill real quick? I have a, she has a question about why we billed this person for several months. She didn't know if we were just behind on applying the premiums or if we actually billed for that match. Can I give you the group number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 20939 with family advocacy.
[AGENT][NEUTRAL] Alright, and are they asking about their April invoice?
[CUSTOMER][NEUTRAL] Yeah, the last one that just went out, she's asking about [PII]. She's got a cancer and a HI policy and it looks like we have December, January, February, March, and April on the HI policy, so she was questioning that.
[CUSTOMER][NEUTRAL] I shouldn't know if like the enrollment was on hold or something and we're just now applying the premiums I can't really tell from the notes.
[AGENT][NEUTRAL] Oh, it's uh because her policy activation date.
[AGENT][NEUTRAL] Policy effective date is [PII] and uh we haven't received any.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, because it looks like this is the first bill that she appeared on, so she's saying December through March.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] OK, so she was just applied to the bill.
[CUSTOMER][NEUTRAL] For her enrollment.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Yeah, it looks like enrollment probably just now finished uh her enrollment, so that's why she was billed for the first time this week.
[CUSTOMER][NEUTRAL] OK. OK. That's what she was asking. OK. And then, OK, perfect. And then on [PII], is that the same thing with [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Probably.
[AGENT][NEUTRAL] Yep, looks like it, yeah, effective date [PII], yeah, so it's just enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so both of those were just added to the bill. OK, they're getting caught up on enrollment and then she had a question on [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought that was the other one, so the group December, I'm sure it's the same thing that's gonna be on her disability.
[CUSTOMER][NEUTRAL] Over January, February March April, yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, same thing.
[CUSTOMER][POSITIVE] OK, that's what I'm gonna tell her thank you so much. I appreciate your time.
[AGENT][POSITIVE] No problem. Bye.
[CUSTOMER][POSITIVE] Have a good day, bye.