AccountId: 011433970860
ContactId: 5f577254-b113-4f14-901b-99221685af10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 661960 ms
Total Talk Time (AGENT): 191776 ms
Total Talk Time (CUSTOMER): 363269 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5f577254-b113-4f14-901b-99221685af10_20250602T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, are you in billing?
[AGENT][NEUTRAL] No, I'm not.
[CUSTOMER][NEUTRAL] OK, OK, uh, this was just a phone number I had and it was so I tried to call our agent and she was off this afternoon.
[CUSTOMER][NEUTRAL] We're with y'all company we've been with y'all a long time since [PII] or [PII], and today we received our June bill, but our Blue Cross Blue Shield open enrollment was in April. Well, the agent, she called me and she, and I don't see your April bill out there, and she said, can you send me.
[CUSTOMER][NEGATIVE] Copy I said I don't have one either and we thought it was just maybe prolonged because of adding the people that we had to add and they got all the changes on the bill I got today but this is a June bill and you know I don't want nobody not to get their claims paid, but we have not received the April or a May bill.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] And changes with the my name is [PII]. I'm with JCG Contractors, and our group number it's a uh gap and life insurance group and it's uh 11655.
[AGENT][NEUTRAL] OK, let me get that pulled up, [PII].
[CUSTOMER][POSITIVE] They that care team is the one that you know shows me all effective for one that's all I get.
[CUSTOMER][NEUTRAL] Back, you know, like emails back from them showing them after [PII] made the agent made the changes with them.
[AGENT][NEUTRAL] OK. And [PII] is, is your agent?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I deal with the [PII] there, but she was off today and I just want it to be known because like I said, I don't want y'all mad at us. I don't want nobody not getting any claims paid or.
[AGENT][NEUTRAL] No, I understand, I understand. Uh, let me get into the group itself.
[CUSTOMER][NEUTRAL] And they may not have gotten around to billing and I just want to make sure that it was known they were overlooked.
[AGENT][NEUTRAL] Yeah let me see.
[AGENT][NEGATIVE] Bear with me just a little bit longer. I had to open up another system to look at billings.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it's OK.
[CUSTOMER][NEGATIVE] I just dialed this number and you picked up. I didn't even put an extension number or anything.
[AGENT][NEUTRAL] No, it's, you're fine.
[CUSTOMER][NEUTRAL] Uh, this lady was a long time ago helped me. Her name was [PII]. I don't know if she's even still with y'all.
[AGENT][POSITIVE] Oh my gosh. So [PII] and I worked together we worked together years ago.
[CUSTOMER][NEUTRAL] It was a
[CUSTOMER][NEUTRAL] Yeah, it was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your phone number still works.
[AGENT][NEUTRAL] So [PII] left APL, oh gosh, probably 12 years ago.
[CUSTOMER][NEUTRAL] Wow, and the other the other contact name I had was [PII], but I think she retired in [PII].
[AGENT][NEUTRAL] She retired last year. Yeah, she retired last year.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEGATIVE] And then the rest I have is from the care team and it's a do not reply deal.
[AGENT][NEUTRAL] OK dokey let's see.
[CUSTOMER][NEUTRAL] You know, when we start holding
[CUSTOMER][NEUTRAL] Money from people's paychecks. Of course the company pays APL, but like Blue Cross and Blue Shield because it became effective [PII], you gotta make sure your bills are being paid.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] All right, let's see score one.
[AGENT][NEUTRAL] OK, so I can send you.
[AGENT][NEUTRAL] I've got May here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well I can tell you how long I've been with JC Cheek if you were carry all those years ago. I've, I've been here for 35 years.
[AGENT][NEUTRAL] Well, I've been here with APL for 29. It'll be 328 or 29. It's been a long time.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Well, I know sometimes she, I, you know, I say I'll be retirement age in August and sometimes you weigh the ups and the downs and the down side is of course my mother has dementia very, very bad and she lives with me and I have a full time sitter for her, but I think sometimes if I get a little disgruntled around here and have a rough day, I weigh the options I'd rather be at work.
[CUSTOMER][MIXED] And I love my mother very much and I haven't put her in a home, but I just can't deal with that constant repeat.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am, so I too am retirement age and have been weighing back and forth. My mom's got stage 4 cancer.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] But she also repeats and repeats and repeats. It's like, holy cow, mom, we just talked about this a couple of hours ago.
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, mine's about 2 minutes or 30 seconds and it will kind of drive you crazy even though I write it down. She's got to talk to me about it every 30 seconds.
[CUSTOMER][POSITIVE] But again she's here and I, I do do my best. I'm home every night with her and I have a sister that's retired, lives 45 minutes away, and I can count on one hand how many times she's been down here this year.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] And it's, it's sad.
[AGENT][NEGATIVE] It, it is sad, [PII], um.
[AGENT][NEUTRAL] My brother, so my mom actually lives in [PII]. I'm in [PII].
[AGENT][NEUTRAL] And when she was diagnosed.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I was out there for a month.
[AGENT][POSITIVE] My husband said you go take care of your mom. Mom comes first. We're good.
[AGENT][POSITIVE] And we have 5 kids and 12 grandkids, and our kids all said go take care of grandma.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] My sister and brother.
[AGENT][POSITIVE] I called and said, OK, guys, I've been here a month. Some somebody gonna come and relieve me for a little bit?
[CUSTOMER][NEUTRAL] Gosh
[AGENT][NEUTRAL] And my sister informed me that she was getting ready to go to [PII] and she couldn't. And I said, when are you going to [PII]? And she said, in 2 weeks. I said, good.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Be here next week.
[CUSTOMER][NEUTRAL] Did she come?
[AGENT][NEUTRAL] She did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For one, for one week.
[AGENT][NEUTRAL] And then my brother came
[CUSTOMER][NEGATIVE] And and my sister don't even call me because she, because she knows she's gonna get the 3rd degree when she calls me and mainly because my mother doesn't even remember her, OK? And that's what and then she wonders when she gets around her and she'll cry when she sees her like that and I said if you want her to remember you, you got to come see her, OK? And, and of course one day she called me, she says I'm on, she was leaving town, she says.
[CUSTOMER][NEGATIVE] I'm just gonna start coming to see her more often because I know it ain't gonna be real long before she remembers me and she'll be crying and then when she does this and it's been months like 54 or 5 months now and I, you know, when I try to call her she don't call or call me she don't answer my calls because she knows I'm calling to give her a third degree.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Because we're the only two left, my, my little brother died of a heart attack when he was [PII], and my mother doesn't even remember him at all anymore, and, um, but and that's why I tell [PII] I said, you know, we're siblings, that's all we got, and I said, but you need to spend some time with her where she'll know who you are.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Because that's not gonna last much longer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], so the email we have on file is [PII]. Is that where you want me to send these billings?
[CUSTOMER][NEUTRAL] OK, we need to change, no, no, no, ma'am. I'm, I'm gonna give you I'm the controller and I'm the one. I think my name's even on this bill if I'm not mistaken, but you can send them to our accounts payable department. It's [PII].
[CUSTOMER][NEUTRAL] But you do have them both posted?
[AGENT][NEUTRAL] I'm, I'm attaching both of them. um, I pulled them from another system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They, they may, uh, and we can go to the US Postal Service, but if they tried [PII]'s been gone, her parents actually both got COVID and passed away, and she'd gone back to [PII] to care for the mother after the dad passed away and then the mother passed away about
[AGENT][NEUTRAL] Now, if
[CUSTOMER][NEUTRAL] At [PII] and she just decided to stay there.
[AGENT][NEUTRAL] OK, um, I'll have our customer service go ahead and update that email address then because we've got you listed as the contact but the email is.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] To LEET.
[CUSTOMER][NEUTRAL] If you, if you got room for a second, I mean you can send them to me and I'll forward them to her, but she's just the accounts payable department and she come in here with this bill because she knew we had not got a bill because I went when [PII] was looking, I went and asked her. I said, you don't have American public bill, do you? and she said no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just sent that um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The April and the May.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now if there were any changes, they may or may not be reflected on there um actually let me go in and see.
[CUSTOMER][NEUTRAL] They got they got the, the, the [PII] is correct. Now May may have had like two months. April they may not have got on there. They, they were all effective [PII] though.
[AGENT][NEUTRAL] OK. You can make the adjustments on there when, when you go to pay. So if somebody is on the June bill and they need it to be on the April, go ahead and make the adjustments.
[CUSTOMER][NEUTRAL] The changes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, we will.
[AGENT][NEUTRAL] To the April, OK?
[CUSTOMER][NEUTRAL] Because they, they were gonna retroact it back to [PII], I think they finalized it. I think my email was stated maybe [PII] or something when they got it all figured out and done but I thought they would, you know, like last time on open enrollment April was normal. May they like double billed everybody it should have been April May.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So I'll figure it out, darling thank you so much for taking my call and good luck with your mom and I, I, I know this is a rough battle. You have a great day OK?
[AGENT][NEUTRAL] Well, same to you, [PII].
[AGENT][POSITIVE] All right. Thanks so much for calling APL. You have a great afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Thank you uh huh you too bye bye.