AccountId: 011433970860
ContactId: 5a998098-0e01-419b-a8c2-cb020ce59a39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519967 ms
Total Talk Time (AGENT): 237128 ms
Total Talk Time (CUSTOMER): 147367 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5a998098-0e01-419b-a8c2-cb020ce59a39_20250121T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, I have a group admin on the line um and she had a question about on one of the invoices uh regarding the premium for one of the individuals.
[AGENT][NEUTRAL] Mhm. All right. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] Um, let me get that. Sorry, I have a group number pulled up and I got the name. I did not get the policy number. Sorry, hang on.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] Let's say just a minute.
[CUSTOMER][NEUTRAL] Hopefully they don't have a lot. OK, cool, they don't.
[CUSTOMER][NEUTRAL] OK, so the number is 19.
[CUSTOMER][NEUTRAL] 8216.
[AGENT][NEUTRAL] OK, I'm gonna repeat it just to make sure I have it correct. 198216.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 1988216.
[AGENT][NEUTRAL] OK. OK. I thought we were missing a number. Um.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Yes, um, and we're speaking with, uh, [PII], she's a group admin.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great [PII].
[CUSTOMER][NEUTRAL] She did give me the invoice number that she's looking at it's just this last one for January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know exactly what her she just said she had a question regarding his premium.
[AGENT][NEUTRAL] Alright, um, unfortunately I'm not able to see invoices that will be group billing, but if it's.
[CUSTOMER][NEUTRAL] I just called them and they sent me to you.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] OK, OK, it must be an enrollment change or something. I'm gonna just um ask her uh what we have with him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But mhm yes, if it's something with the invoice that they have to correct, I will probably just have to send it to them but but if it's an enrollment, I'll I'll take care of it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I see. OK, OK.
[CUSTOMER][NEUTRAL] OK, are you ready for her now?
[AGENT][POSITIVE] Mhm. I'm ready.
[CUSTOMER][POSITIVE] All right I appreciate it thank you bye bye.
[AGENT][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, this is [PII] in customer service. I was just advised that um you have a question about the premium of Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. What, how can I help you with?
[CUSTOMER][NEUTRAL] I was just asking what the premium was based on um.
[AGENT][NEUTRAL] Are you still there, Ms. [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, um, his premium based on
[AGENT][NEUTRAL] On his age or the plan he elected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I'm asking you what is it based on?
[AGENT][NEUTRAL] OK, so it will depend, um, it depends on what um he elected and based off his age, um, the group, let's see really quick.
[CUSTOMER][NEUTRAL] Is it the age that he first received the coverage or is it the age that he is now?
[AGENT][NEUTRAL] The age, let me see here really quick. Um, it depends on the policies that we have. Let me just a second here.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Depending on the plan, sometimes um it will change once they turn [PII] plus, um, the rate will go up, but sometimes um the plan um respects that age, um, if they were under [PII], um, and it will remain always like that unless they um finish their coverage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, are you still there, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I think that's how our plan works. I was just double checking.
[AGENT][NEUTRAL] OK, OK, um, give me just a second. I'm having a little bit of um connection issues.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, let me just a second to pull up his policy back again.
[AGENT][NEUTRAL] OK, so his coverage is um $100.38 with a meddling plan of $5000 benefit amount. Um, it covers him and his wife and his wife.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help with?
[CUSTOMER][POSITIVE] Nope, I think I'm all set. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Have a nice day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, actually I do have one more question. I apologize. um, could I check one more individual on their coverage? Um, let me see here, the last name is [PII], um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, [PII] all right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And what is his date of birth?
[CUSTOMER][NEUTRAL] Hold on and I'll get that for you. Give me one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, I, I see him here. Um, he has family coverage and his premium is 2020355 cents.
[CUSTOMER][NEUTRAL] OK 1 2nd.
[CUSTOMER][NEUTRAL] OK, so he should be listed as family coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Second, I'm just looking here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There he is.
[CUSTOMER][NEUTRAL] And how much is his premium again?
[AGENT][NEUTRAL] Uh, 2020356 cents.
[CUSTOMER][NEUTRAL] 20356 because on the invoice I'm showing 128 28.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 128, 28. Let me see. Um.
[AGENT][NEUTRAL] I believe, OK, yeah, I see that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] His house was just added at the beginning of the year, um, so the policy changed from
[AGENT][NEUTRAL] Um, employee and children to employee plus family.
[CUSTOMER][NEUTRAL] That would have been effective [PII], so are you gonna charge us the difference?
[AGENT][NEUTRAL] Mhm, yes, um, but let me check really quick because if it was processed after the bill was sent to y'all, um, the diff uh pre premium, um, remaining won't be charged until, um, February's bill or invoice. Mhm.
[CUSTOMER][NEUTRAL] That's fine. That's probably what's gonna happen. OK, I just wanted to check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so his will have a correction in February. No problem, we will make a note of it so that we can um check the bill when it comes in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Is there anything else, Miss [PII] I can, I can help with?
[CUSTOMER][POSITIVE] Nope, I think I'm all set. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. I hope you have a nice day.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thank you, bye bye.