AccountId: 011433970860
ContactId: 62d7c250-012b-4b64-9d27-11f6288e12e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320059 ms
Total Talk Time (AGENT): 87049 ms
Total Talk Time (CUSTOMER): 209370 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/62d7c250-012b-4b64-9d27-11f6288e12e6_20250523T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with the care team at APL. I have [PII] from um insurance underwriters, the broker's office for a group. Um, they had a question about their billing. They said that their, their, uh, April statement is 3 times higher than what it normally is. I was wondering if you could help her out with that.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 17278 Locatel USA I think is what it is.
[CUSTOMER][NEUTRAL] And she's been verified as well.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] Yeah, there it's all on vacation today. My eyes were on vacation this morning, so.
[AGENT][NEUTRAL] I know, um, OK, you can send it to me.
[CUSTOMER][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Hi [PII], I have group billing on the line. Um, would you go ahead and explain? I, I explained to them that they're getting billed 3 times higher.
[CUSTOMER][NEUTRAL] Yeah, um, so yeah, the, the, OK, you who, who am I speaking with in billing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I'm sorry thank you um my name is [PII]. I'm with um I'm with 4 quotes and um I'm with the broker's office. The group asked me to please help them out um they're not understanding, uh, their April bill um when they went to go pay they're saying they're they're getting charged triple the amount that they normally pay, and I, I do have access to the invoice online and it looks like premiums were double billed and.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And every person that's covered is listed twice and then some of the premiums, yeah, it looks like it's 3 times the amount. One of them, uh.
[CUSTOMER][NEUTRAL] Is showing like double the amount. So for example, [PII], well let me use somebody that has individual coverage. I'm gonna use [PII] as an example. Her premium is 3119, so she's getting charged one line item at 3119 and then another light item at 6238, which really it makes out for three times, but there's no explanation.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, as to why that's happening on the bill, so I, I, I, I'm not understanding. I'm hoping that you could help me out so I could go back to the client and explain what's going on.
[AGENT][NEUTRAL] OK, yeah, let me, let me take a look at that and see if we can get some answers for you. Hang on one second, let me read some of these notes and see what we got going on.
[CUSTOMER][POSITIVE] Awesome
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so according to the notes we had to sub bill for [PII] and [PII]. We never got payment for those two months in [PII], so those policies are two months behind.
[CUSTOMER][NEUTRAL] Oh boy, so it's so it's sub billing, OK, so it's you're sub billing for what are the months again? [PII] and [PII]?
[AGENT][NEUTRAL] [PII] and [PII]. Yes, ma'am.
[AGENT][NEUTRAL] That's what the note says.
[CUSTOMER][NEUTRAL] OK. Well, that helps. Um, I'm gonna go back to them.
[AGENT][NEUTRAL] Cause yeah, whenever I go down and kind of scroll down through, it doesn't look like uh the group was ever billed for [PII] and [PII] because it goes from [PII]. I'm not sure what happened or as or as to why that happened.
[CUSTOMER][NEUTRAL] Oh, I know what happened. Yeah, I know what happened. They, they, um, they changed their plan year if I'm not mistaken so when they changed the plan year maybe, you know that situation occurred, but I'm gonna go back to him and I'm gonna explain to him that and I'm gonna ask him.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To please go back to his bank records and to their, you know, accounting records to see if indeed they did or did not get billed and or did they pay for those months in that year but now it's helpful because now I know exactly, you know what hap what occurred here there's no explanation on the invoice so um.
[CUSTOMER][NEUTRAL] It's hard to tell what's happening unless you call, you know, and get the details. So alright, let me, I'll, I'll reach out to them and I'll call you all back if, if necessary, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, that sounds good, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much have a nice uh weekend OK bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Tha thank you and you have a good weekend as well.
[CUSTOMER][NEUTRAL] Bye.