AccountId: 011433970860
ContactId: 5aa344b4-5c40-4769-80f0-11528fa00793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292880 ms
Total Talk Time (AGENT): 119353 ms
Total Talk Time (CUSTOMER): 143860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5aa344b4-5c40-4769-80f0-11528fa00793_20250425T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Hey [PII], this is [PII]. I was on hold for a long time, and then I got dropped here. Um, I'm trying to, I was calling regarding, um, governmental management services, and I was put on hold for like ever and I'm just trying to see where we're at status wise on this case.
[AGENT][NEUTRAL] that
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me, um.
[AGENT][NEUTRAL] So [PII] was saying that it was people that were not supposed to be enrolled, is that right?
[CUSTOMER][NEUTRAL] Yeah, what happened was there's a bunch of about 14 or 15 people with an HSA account that got enrolled because we got the employer to pay, you know, for the, um, for the APL for all the employees, and I guess mistakenly or somehow they didn't realize that or they chose to take the APL even though they have a a health savings account which makes it, you know, ineligible like you would never pay claims on an HSA account, you know what I'm saying?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, so we're trying to find out what I'm basically trying to do is see if we can get like a premium credit for those 14 employees. I mean there's like 180 employees, so it's a nice size case, so, um, there was zero claims paid and and would not be any paid obviously. So that's where I'm trying to figure out what we can do here to, you know, keep the client happy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, and so you sent in people that needed to be termed from this group, is that correct?
[CUSTOMER][NEUTRAL] Yeah, but what I'm trying to do is just go backwards so that they get some premium credit because they were enrolled, you know, improperly or they should have never been enrolled, I guess, and there was other people that needed to be enrolled that weren't, so we're just trying to fix this thing up, so I just didn't know who was dealing with it or who had to make the call on some premium credit or whatever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, so premium credit would be up to the billing department. Um, I can see if somebody, I, I can put you on hold really fast and see if I can get somebody out of billing to see. Um, I'm sure [PII] have put the request through, um, but as far as uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they probably already have they probably already have. I'm just trying to see if, you know, we can get, even if I get a verbal like, yeah, we're working on it, yeah, we're gonna give you guys, you know, the credit back or something, at least I can tell the client because she's a little pissed off the lady and I don't want her to get her too mad, you know.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure. What's the um group number?
[CUSTOMER][NEUTRAL] And not your guys' fault, but
[CUSTOMER][NEUTRAL] Um, it is, yeah, I just had it up.
[CUSTOMER][NEUTRAL] Um, looks like it is.
[CUSTOMER][NEUTRAL] 21302.
[AGENT][NEUTRAL] Uh, governmental management services. OK, give me just a minute and then, um, what did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm [PII]. I'm the actual broker and owner of the agency, so yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, let me put you on hold and let me see if I can get somebody from billing OK?
[CUSTOMER][POSITIVE] I appreciate it thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good morning how are you?
[AGENT][NEUTRAL] I'm well. I'm wondering if you can help, um, [PII], who is on the phone. He is the broker for um group number 21302.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Government.
[AGENT][NEUTRAL] Yes, so it's probably with you guys through the hub I guess he sent um.
[AGENT][NEUTRAL] A few people who are not supposed to be enrolled.
[AGENT][NEUTRAL] And some people didn't get enrolled so that's obviously new business but now the problem is is I guess the like the group is super upset and he's wanting to know if he's getting premium back for those people like so basically a credit or a refund. I said that I would have to get with I was like it's it's up to billing regardless when we put those terms through so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure, no, you're right, you're not right. So, um, so what he's asking for is they're gonna get refunds for the terminations, correct? I just wanna make sure that I'm understanding.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][POSITIVE] OK, yeah, I'll help you.
[AGENT][POSITIVE] Yeah, OK, thank you, I appreciate you.
[CUSTOMER][POSITIVE] OK. You're welcome, [PII]. Have a good day.
[AGENT][POSITIVE] You'll have a good weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hey [PII], I have [PII] from billing on the phone and she's gonna help you from here, OK?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][POSITIVE] Oh great.
[CUSTOMER][POSITIVE] Thank you so much. Hey, [PII] [PII]. How are you?
[AGENT][NEUTRAL] Of course.