AccountId: 011433970860
ContactId: 680b40a1-bd8d-4edf-bdbf-5974cf5e926a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268790 ms
Total Talk Time (AGENT): 108637 ms
Total Talk Time (CUSTOMER): 128975 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/680b40a1-bd8d-4edf-bdbf-5974cf5e926a_20250425T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Access Insurance in [PII]. How are you?
[AGENT][POSITIVE] Good. How are you, sir?
[CUSTOMER][POSITIVE] I'm doing well. I have a billing question.
[AGENT][POSITIVE] OK, I will do my best.
[CUSTOMER][NEUTRAL] OK, now this is easy so we we have a client that has an HSA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, we, we just recognized that they have been.
[CUSTOMER][NEUTRAL] Submitting people onto the APL plan.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] That were HSA for months.
[CUSTOMER][NEUTRAL] And but they're they're ineligible, uh, they can't be on the APL plan but they've been paying premium so my question is is how far back can we give them a credit?
[AGENT][NEUTRAL] Oh, I, that is an actual billing department question, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me do some research and get back to you on that. What is the group what's the what's the group name?
[CUSTOMER][NEUTRAL] It's called governmental management services.
[CUSTOMER][NEUTRAL] The group number is 21302.
[AGENT][NEUTRAL] 21302. OK. And so, let me just verify the question again. So you have people that have been paying for APL that are not eligible for APL?
[CUSTOMER][NEUTRAL] Correct because they're HSAs.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's not compatible. So but what happened was the employer pays 100%, right? But so I not knowing and I, I don't even know how many years they've been doing this but um so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They've just been taking the bill and paying the bill and adding the people.
[CUSTOMER][POSITIVE] Like, no, no, you, you can't do that and it was funny because we were kinda.
[CUSTOMER][NEUTRAL] Going through uh uh when I turned in their application.
[CUSTOMER][NEUTRAL] I actually was looking at this and like why is why is your number so much bigger than the number it should be and then doing some research what we realized yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So and they've never audited it or never thought they had to because it was 100%.
[CUSTOMER][NEUTRAL] Like, oh jeez, so I, I'm just trying to, yeah, so.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, and what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] Do you think you
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK, and what is a good phone number for me to call you back at?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] you said? OK, um.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK and then last but not least, what is the name of your agency again?
[CUSTOMER][NEUTRAL] Sure, it's Access Insurance underwriter. The agent of record is [PII], the owner.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me do some research, um, and get back to you and the group number one more time is 21302. Is that correct?
[CUSTOMER][POSITIVE] Yeah, correct, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um do you have an idea of how many employees have been incorrectly on this?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh yeah, one second.
[CUSTOMER][NEUTRAL] Uh, those Excel spreadsheet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've got yours on.
[CUSTOMER][NEUTRAL] I, I think it was something around like 17.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was in that neighborhood.
[AGENT][NEUTRAL] OK, all right, um, let me do some research and I will get back to you, um, in regards to this issue.
[CUSTOMER][NEUTRAL] OK, and what was your first name?
[AGENT][NEUTRAL] Uh my name is [PII] Um I'm gonna give one of my senior associates a call and she'll be able to kind of guide me and we'll get back to you probably within the next couple of hours at least with an update, you know, as to what what we're doing and what needs to be done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you, sir.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][POSITIVE] Have a good day talk to you soon bye bye.