AccountId: 011433970860
ContactId: 63e720d2-7228-491f-ac73-e7aace7c50bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 678239 ms
Total Talk Time (AGENT): 164936 ms
Total Talk Time (CUSTOMER): 205104 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/63e720d2-7228-491f-ac73-e7aace7c50bc_20250514T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and.
[CUSTOMER][NEUTRAL] My group number is 22469.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the reason I'm calling is because I went to print off a one of the cards for one of our employees and realized that she has been kicked off of our policy for about a year.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it wasn't because I requested it and I'm the one who would do that.
[AGENT][NEUTRAL] OK, um, and, uh, who are you calling on behalf of?
[CUSTOMER][NEUTRAL] Her name is [PII]. Are are you wanting to know the company name?
[AGENT][NEUTRAL] I, I need that name too so that works out.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, and yes, the company name.
[CUSTOMER][NEUTRAL] OK so the company name is.
[CUSTOMER][NEUTRAL] OK, that was the company name is Cora Leasing Inc.
[CUSTOMER][NEUTRAL] And do you need the address and all of that info?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] First, can I get you to spell that?
[CUSTOMER][NEUTRAL] Um, C [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull you up just real quick, give me a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah, because I'm not showing her. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was on the [PII] invoice.
[AGENT][NEUTRAL] You said
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I tried to call last week and someone was supposed to return my call to look into this further but I never got a call back.
[AGENT][NEUTRAL] OK, give me one second. Let me see what I can do for you, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you happen to have her policy number?
[CUSTOMER][NEUTRAL] Yes, 1888479.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1888479. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me look her up real quick.
[AGENT][NEUTRAL] Can I go ahead and get the company um.
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] And email
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we have here on her.
[AGENT][NEUTRAL] Because it does look like she has lapsed.
[AGENT][NEGATIVE] Or she was removed from this.
[AGENT][NEUTRAL] me just a moment while I look up some things for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment. Sorry, my computer is being a little finicky today, so it's giving me just a minute to look this up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] We notified the group about this um policy being lapsed.
[AGENT][NEGATIVE] And since I don't know who received that notification, and you're saying that you didn't ever do that, let me
[AGENT][NEUTRAL] Transfer you real quick to someone in group billing to see um what who might have done that because all I see on my end is that it was a notification was given to the group that um she was removed, so give me one moment.
[AGENT][NEUTRAL] And I'll have someone in group billing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] from APL care team. I have another [PII] on the line. Um, she is calling on behalf of her group, Coral Leasing. I've already verified her as an admin. She is saying that there is a um
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] An employee named [PII], who was removed from the group about a year ago.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we received notice that she never removed her from the group.
[AGENT][NEUTRAL] And she said they were even on their March billing statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's that group number?
[AGENT][NEUTRAL] The group number is 22469.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her name is [PII] and the employee is [PII], and I have her policy number as well whenever you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that'd be great. I'm ready.
[AGENT][NEUTRAL] 188.
[AGENT][NEUTRAL] 8479.
[CUSTOMER][NEUTRAL] OK, perfect. And did you happen to verify her callback number?
[AGENT][NEGATIVE] Oh my gosh, this is my first week. I did not do that. I am so sorry. I did not get her callback number.
[CUSTOMER][NEUTRAL] Oh no, it's OK. No, it's OK. I can ask her. That's OK. I can ask her what her callback number is. I just wanted to check just in case, um, yeah, no problem, [PII], and welcome to APL. I didn't, I did not know it was your first week, but, um, yeah, welcome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] First week on the phones, yeah.
[AGENT][POSITIVE] Thank you so much for that reminder though. I really needed that.
[CUSTOMER][POSITIVE] OK, well, welcome, absolutely, no problem, no problem at all. You can go ahead and send her over to me and I'll be happy to help her.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII], are you still there? [PII] from Coral Leasing, are you still there? OK. I have another [PII] on the line from Group billing, and she will help you with [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you so much and have a great day.
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's also [PII], um, and so I understand that you were calling about [PII], right? um, about her showing up on the bills, is that right?
[CUSTOMER][NEUTRAL] Well, so what happened is.
[CUSTOMER][NEUTRAL] I went to print her insurance card. I know it's not an insurance card but the card and it I noticed she wasn't even listed as an employee on the policy and you know yes I do process this invoice every month and I didn't catch that she wasn't on there because somehow what I had in QuickBooks, the total matched and so I guess I coded one of them to the wrong you know something so anyway um but I looked and whenever we uh.
[CUSTOMER][NEUTRAL] She was listed, you know, we have a broker that helps us get the policy renewed every year. She was on that, you know, to be, to be, you know, to stay on the be issued last enrollment.
[CUSTOMER][NEUTRAL] OK, right, I see.
[CUSTOMER][NEUTRAL] OK, yeah, [PII] she was on that one, but she wasn't on any other ones after that and I believe our policy renews [PII].
[CUSTOMER][NEUTRAL] It does, um, let me look because yeah I am showing that the last premium paid was that [PII]. Let me see if I can look um and see if I'm able to access any of that renewal information from last year. Give me just a second and.