AccountId: 011433970860
ContactId: 62a5f84d-d1c7-45bc-89fa-a538720c1509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360750 ms
Total Talk Time (AGENT): 172784 ms
Total Talk Time (CUSTOMER): 164175 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/62a5f84d-d1c7-45bc-89fa-a538720c1509_20250516T15:33_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Centerstone Insurance, doing business as Benefit Mall. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, um, I was calling on behalf of the group [PII]. The group number is 24351.
[CUSTOMER][NEUTRAL] And um this is regarding billing.
[CUSTOMER][NEUTRAL] Is there, when a person's terminate and um they elect the medical gap coverage under under COBRA, does APO create like a COA division for the billing?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We usually just ask for verification that they're on COR and then we just continue their coverage and then we just note that it's under cover under under COR status.
[AGENT][NEUTRAL] I don't think it's just not separated or anything.
[CUSTOMER][MIXED] OK, but it wouldn't be like any divisional billing.
[CUSTOMER][MIXED] OK, but it isn't in like anything.
[AGENT][NEUTRAL] No, it's, it's
[AGENT][NEUTRAL] Yeah, it's still it's still it's still attached to the group. It's just, it just won't it just won't show lapsed, it'll show that it's, you know, still, still active and then we asked for verification that, you know, they're still under COR.
[CUSTOMER][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] OK, so it'll just be noted in APL system, but the group on their end won't have anything showing that this member is now enrolled under COBR, is that correct?
[AGENT][NEUTRAL] Well, the group will notify us that they're on COBRA and send us the information showing that they've elected to take, someone will send us that whoever's handling their COBRA will need to send notification to us that they've taken a COBR election. And then when that comes into us, and we just, we just extend the coverage, um, I don't think it'll it should, it will not show that it's a COBRA extension. It'll just show that their coverage has continued until they lapse out or cancel their coverage, we don't get premiums or whatever for the COBR.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and um the reason I, why I asked is because the group was stating that they wanted to um a refund because it wasn't processed under the COR division, but I recall that like there isn't a COR division for the, in terms of billing, where it would show that. OK, so I can explain that to them then that you would just pay his bills, yeah, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, who's
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] And um they would just receive the credit once the once we notify APL that the the uh the corporate participant didn't make a payment, is that correct to say as well?
[AGENT][NEUTRAL] Right, or if we don't get a payment at some point, it would lapse if we didn't get it. But yeah, normally the group notifies us, OK, this person, they were on COBRA from this point to this point. They're no longer on COBRA. If anything was overpaid, we would, you know, refund anything that was overpaid.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, and would you be able to tell me when um the bills are generated for this group, or is it, do I have to go to a different department? because I know I call broker services I think.
[AGENT][NEUTRAL] I can give you, I can give you, I can give you an idea. Give me just a second, let me log into this.
[AGENT][POSITIVE] Syste real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because they requested, they advised APL that the group turned on.
[CUSTOMER][NEUTRAL] [PII]? I'm sorry, that the participant, we received um confirmation that APL process determination for the corporate participant.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they're like, OK, where's the refund? So I just wanna give them an idea of when they can expect the refund.
[AGENT][NEUTRAL] What's the name? What's the name of the person?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um it is [PII] for the last name.
[AGENT][NEUTRAL] They right there, OK, let me, I'll look and see. I show they lapsed it just recently, so it's probably a processing time. Hang on just a second. Let me get in here and see when the bills generate for this person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Taking a minute for this thing to load.
[CUSTOMER][NEUTRAL] And for APL it isn't self-build.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I'm sorry you cut out.
[CUSTOMER][NEUTRAL] Oh I'm sorry. I said for APL it isn't like self bill where um the group should pay as billed until they receive um a credit, right? For the adjustment?
[AGENT][NEUTRAL] Generally, generally, that's what they, that's normally what they do, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on, goodness, this thing's taking forever, sorry, um, OK, let's see.
[AGENT][NEUTRAL] Yes, this is the invoice looks like one printed [PII]. Let me see when it actually generated.
[AGENT][NEUTRAL] It looks like there are new bills generate around the [PII] of the month, so there should be another one come out around [PII].
[AGENT][NEUTRAL] So if there are any adjustments it should reflect on that bill or if they or I know those bills take a minute to adjust but sometimes it'll adjust online if they're looking if they have an online account sometimes it'll show up there a little sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I can just tell them like 1 or 2 billing cycles, they should see the adjustment.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, yeah, yeah, exactly.
[CUSTOMER][NEUTRAL] OK, and then in your system, do you see for um [PII], you see he was terminated as of [PII]?
[AGENT][NEUTRAL] Um, it does show, let me get back over there.
[AGENT][NEUTRAL] back up. Let's see, it does show last as of [PII], so yeah, it'd be Feb the last day of February, yes.
[CUSTOMER][NEUTRAL] OK. All right. Well, thank you for your help. Can I get a reference number for this call?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, we don't give out reference numbers. You can use my name and today's date. Was there any other questions you had?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No. And what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], yeah, that's what I thought. OK, sorry, [PII]. Well, thank you for your help. Have a great weekend.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, no worries, [PII]. Yeah, you too. Thanks for calling [PII], have a great day. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye.