AccountId: 011433970860
ContactId: 60829725-3a1f-4e82-8520-fa101eb2f205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410649 ms
Total Talk Time (AGENT): 252081 ms
Total Talk Time (CUSTOMER): 171475 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/60829725-3a1f-4e82-8520-fa101eb2f205_20250213T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the broker resources team. Um, can you look at this group with me?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25003 and let me see who he's talking. So I have a broker. We sent a request over to term [PII] and [PII]. So hang on one second. So I say I see we have [PII] terminated, but he wanted him terminated on [PII], which is right because it's a [PII] term date and then on [PII] on.
[CUSTOMER][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] His policy number is 2406722. Anyway, if he wanted that one turned on [PII], but it looks like we haven't got premium in on that. Is that correct?
[AGENT][NEUTRAL] No, ma'am. Um.
[AGENT][NEUTRAL] Hang on, let me
[AGENT][NEGATIVE] Doesn't look like they originally paid the.
[AGENT][NEUTRAL] Initial premium, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] This seems like [PII] and [PII] were both terminated [PII], being the account was inactive and they couldn't be terminated at that time, can you get the coverage canceled back to the to that day and get the employer a credit?
[AGENT][NEGATIVE] Well, the, I mean, there, there's not any credit, um, hang on, I'm having to exit out of line and open it back up.
[CUSTOMER][NEGATIVE] There won't be a credit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're fine. You're fine. You're fine.
[AGENT][NEUTRAL] Yeah, um, well I can answer I can answer that um there is no credit that is due to the group, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, there wouldn't be right, because we didn't get December premiums for Babineau to cancel at the end of December and the other one was canceled correctly.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So Babineau.
[AGENT][NEUTRAL] [PII], we did receive receive December, which would have normally brought it to [PII] which there's a future lapse date of [PII] on the policy so that would.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Normally, um, turn the policy, um, let me look at one more thing, but because the group did not pay the initial premium for that insured, it's gonna be one month behind, but I'm double checking.
[CUSTOMER][NEUTRAL] Oh, so when you very, OK, when you first enrolled we were missing a month of premium from the beginning back in [PII]. OK, sorry.
[AGENT][NEGATIVE] Yes, the group did not.
[AGENT][NEGATIVE] Yeah, the group did not pay what was sub-billed for the policy. Uh, it's not [PII].
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Well, right, um, let's see that would be.
[AGENT][NEUTRAL] Oh, so you.
[AGENT][NEUTRAL] Let's look at 760.
[AGENT][NEUTRAL] like and.
[AGENT][NEUTRAL] Alright, let me look at the notes on this policy real quick, huh.
[AGENT][NEUTRAL] It looks like it was initially sub build.
[AGENT][NEUTRAL] On what invoice I have no idea the the.
[AGENT][NEUTRAL] The entry is out here on the policy, but.
[AGENT][NEUTRAL] Um, that it's not attached to a invoice number, um.
[AGENT][NEUTRAL] So the first premium that we got was on the November invoice, which was November. So that's gonna ultimately.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he has an [PII] effective date. OK, got you. So the payment that's behind, OK.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] So yeah, so with not receiving the initial premium of [PII] it's gonna put a month behind so technically unless the group pays [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's never, it, it's never gonna lapse, basically.
[CUSTOMER][NEGATIVE] There is no refund.
[CUSTOMER][NEUTRAL] OK. Oh, it won't last. He's gonna always show active. You.
[AGENT][NEUTRAL] Right, it's still gonna show active until it reaches that [PII] pay to date, um.
[CUSTOMER][NEUTRAL] OK, so didn't you say that they paid December, but because of that, that went towards November, right? Because he's been a we've been applying the premiums coming into the month before, is that what you're saying?
[AGENT][NEUTRAL] No they're they're being applied to the the invoices that the group is actually paying so the group paid December and it was on the December invoice so um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hang on, I'm making some other adjustments for on the online service center to get those two off. So who was the other insured? [PII], never mind.
[CUSTOMER][NEUTRAL] Yeah, he's turned.
[AGENT][NEUTRAL] Alright, so the January invoice for that has been adjusted. Let me double check.
[AGENT][NEUTRAL] And it, I don't know why.
[AGENT][NEUTRAL] Well, it depends on when the future lapse date was added, but I can make that.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So if he doesn't show active we're gonna continue to bill him on the statement?
[AGENT][NEUTRAL] Well, that's what I'm going to look to see when the the future lapse date was not added onto the policy until after we had already billed for all of those past months, um, but I have made those two adjustments for [PII] and [PII] on the online service in January and February invoice, but I'm gonna go ahead and, and terminate [PII]'s policy because it's never gonna reach.
[CUSTOMER][NEUTRAL] That doesn't make sense. OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Right, it's never, no, no money is gonna come in, right. Gotcha.
[AGENT][NEUTRAL] It's not gonna reach that that date um so both policies are um lapsed and the January and February invoices on the online service center have been adjusted to reflect those two terminations so basically the group needs to make sure they reconcile their invoice and don't pay those premiums.
[CUSTOMER][NEUTRAL] Don't pay the premiums that are being billed for December, OK.
[AGENT][NEUTRAL] Yeah, because as of right.
[AGENT][NEUTRAL] Yeah, because as of right now nothing's due to due to them as far as a credit or a refund or anything because they haven't paid the January invoice.
[CUSTOMER][NEUTRAL] Unless they, unless they over, I got you, OK, unless they pay the January, then then we would owe that back, OK.
[AGENT][NEUTRAL] But they need to
[AGENT][NEUTRAL] Yeah, but they need to, yeah, ultimately they need to reconcile their invoice and not include those two premiums.
[CUSTOMER][NEUTRAL] For December and January.
[AGENT][NEUTRAL] No, for January and February.
[CUSTOMER][NEUTRAL] January, February. OK, perfect. And are, are both of them showing for that or is it just Bab and no on that, OK, OK, OK.
[AGENT][NEUTRAL] Yes, I made, um, I, I made the, yeah, because the, the future last dates weren't added on both policies until after we had already billed for February, so yeah, I've made those adjustments.
[CUSTOMER][POSITIVE] Got you. Makes sense. Makes sense. OK, I will tell him. I'll tell [PII]. OK, perfect, because he's asked me and I'm like, well, I thought we take care of it. So I just wanted to make sure I had it right. So, OK, for both terms and um they need need to not pay January and February, um, premiums that have been billed, so everything is good. OK, that's all I needed. Thank you. Have a good day. Mhm bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] All righty. You're welcome.
[AGENT][NEUTRAL] OK.