AccountId: 011433970860
ContactId: 638edb98-8afe-4f18-b5c9-d87570b3103a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 558500 ms
Total Talk Time (AGENT): 232511 ms
Total Talk Time (CUSTOMER): 189381 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/638edb98-8afe-4f18-b5c9-d87570b3103a_20250310T13:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Latin Group [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I don't have an extension for her, but I spoke to [PII] last week and I was wondering if I could speak to her.
[AGENT][NEUTRAL] I do apologize, but [PII] is out of the office.
[AGENT][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] Oh, OK, then I'll call her tomorrow because I have a little issue that she wanted to deal with.
[AGENT][NEUTRAL] I think she's off.
[AGENT][NEUTRAL] I think she's gonna be out for a week, so.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Was she out late last week?
[AGENT][NEUTRAL] Is there something
[AGENT][NEUTRAL] I could not answer that. Is there something that someone else might be able to hear?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I submitted I sub.
[CUSTOMER][NEUTRAL] She wanted to handle it herself, so that's why I don't know if maybe she was out last week and that's why um late last week maybe that's why it hasn't been done.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Like I said, I know she's out of the office today, so, and I think she's supposed to be out all week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know if you could help me. I submitted a ticket last week. It's a very confusing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have 2 employees that are married.
[CUSTOMER][NEUTRAL] One is no longer with us.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And now they have a family plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But this is as of October, but they haven't been added as a fam they terminated her and her daughter cause she had an employee and child um coverage.
[CUSTOMER][NEGATIVE] But they never, it was never, they're never put together as a family plan. We've been paying the premium.
[CUSTOMER][NEUTRAL] Since October she asked me to send in his a copy of his pay stubs um showing that we've been withholding the the premium amount and everything since October.
[CUSTOMER][NEUTRAL] And then she was gonna check with billing because we've been paying the monthly premium since then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we have to retroactively add the.
[CUSTOMER][NEUTRAL] The wife and the daughter.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] On the on the husband's plan now as a family, does that make sense?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I somewhat. So, let me see what we have here and see if there's something that I might be able to help you with. And what is your name?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Miami Arts Charter School.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, [PII] and what's a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's that group number?
[CUSTOMER][NEUTRAL] Oh, I don't have it on me one second.
[AGENT][POSITIVE] Fantastic
[CUSTOMER][NEUTRAL] Mm mm mm mm mm.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] Let me log into my account.
[CUSTOMER][NEUTRAL] Because I don't have it on the top of my head.
[AGENT][POSITIVE] That's good. That's OK. I can, I can look, I can look for it, um.
[AGENT][NEUTRAL] What would you say the name of the group was?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Miami Arts Charter School.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You might have it as Miami Arts Inc.
[AGENT][NEUTRAL] OK, we'll look and see what we have.
[AGENT][POSITIVE] Well, I can get to the right screen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I got that.
[AGENT][NEUTRAL] And you said it was Miami Arts Inc.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], can you, um,
[AGENT][NEUTRAL] Verify the address that we have on file for this group, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the email address that we have on file for this group, please.
[CUSTOMER][NEUTRAL] Um, I don't know if you have my new one or my old one. It's [PII] or [PII].
[AGENT][POSITIVE] We got they were, they were the they were [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I know that I couldn't change it because of something. I never remember which one I have it as.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] All right. So, what I'm getting is,
[AGENT][NEUTRAL] That you had 2 employees.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're married. They each had two, I mean, a separate policy, correct? All right. That's a start. All right, so.
[CUSTOMER][POSITIVE] Correct. Mhm.
[AGENT][NEUTRAL] I'm just trying to make sure I get it right. So then we, uh, one of them terminated, the husband terminated.
[CUSTOMER][NEUTRAL] No, the wife terminated.
[AGENT][NEUTRAL] The wife terminated, so.
[AGENT][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] So now wife and daughter are together with the.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Husbands as a family plan now.
[AGENT][NEUTRAL] So it should have been, OK, family coverage. Is that [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like it's been added to the invoice, the March invoice online.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I'm gonna try to give you as much information as I can and, and, and.
[CUSTOMER][NEUTRAL] OK, that's fine. It's a little confusing because the thing was I've had this same issue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With medical.
[AGENT][POSITIVE] Oh bless you.
[CUSTOMER][NEUTRAL] Um, because it's, it's a little, cause the thing is like they show up.
[CUSTOMER][NEUTRAL] As covered
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You literally have to go in and check their coverage if it's employee and child or just family plan, and that's where everybody's been totally confused, but whatever.
[AGENT][NEUTRAL] Oh, bless it. So. OK, so his policy.
[AGENT][NEUTRAL] Ha.
[AGENT][NEUTRAL] See.
[AGENT][POSITIVE] Has been fixed to family coverage.
[CUSTOMER][POSITIVE] OK, so that's showing family. OK, that's that, that's one good news.
[AGENT][NEUTRAL] OK, so it's got his wife and his child on there, the daughter.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, OK.
[AGENT][NEUTRAL] OK, so it looks like it's been fixed on the online service center, um, because I am showing that it, uh.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] go back.
[AGENT][NEUTRAL] It's what it looks like.
[CUSTOMER][NEUTRAL] Oh, perfect. OK, because I didn't get a closure for the ticket, that's why I was calling.
[AGENT][NEUTRAL] As far as I know, that's what it's looking like right here on my end. It is paid to just.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] This group, it, I mean, this policy is paid to.
[AGENT][NEUTRAL] 41
[AGENT][NEUTRAL] Of 2025, which is the whole group was, so and it looked like it was changed on the March invoice and you paid that, so it was applied to the policy and the policy is paid to for one of [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh, perfect, thank you so much. The best news I've heard so far.
[AGENT][POSITIVE] Well, see, uh, yay, I was able to help you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So, is there anything else, [PII], that I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] That's it. Thank you so much for the clarification.
[AGENT][POSITIVE] Well, you are so welcome and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][NEUTRAL] You too ma'am. OK, bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.