AccountId: 011433970860
ContactId: 6cb272f7-f7d9-4186-9d6d-995a03c32534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287399 ms
Total Talk Time (AGENT): 84573 ms
Total Talk Time (CUSTOMER): 158120 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/6cb272f7-f7d9-4186-9d6d-995a03c32534_20250214T21:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon, [PII].
[AGENT][NEUTRAL] Hey [PII], what's going on?
[CUSTOMER][NEUTRAL] Well, as well. I just wanted to check on something on one of the groups so the group is called Tooth Tails, so Tooth.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Tails.
[CUSTOMER][NEUTRAL] And I wanna check on, I got, I thought we did this um let me just share with you what happened. I think the employee's name is [PII] So if you could look her up, she should be on as employee only. We had an error on the medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And um we corrected it with Aetna. We had to take off the husband.
[AGENT][NEUTRAL] [PII], let's see, she is individual only.
[CUSTOMER][NEUTRAL] Yeah, if you see her.
[CUSTOMER][NEUTRAL] She is OK. Can you tell me if that's always the way it's been? Here's the email I got from the husband. It says there is an Alfredo Sanchez that has been on on the new policy since December. That was when they came on [PII], or renewed [PII], and I'm getting charged for it. I know I sent you the info to remove him. He is the husband of employee [PII]. Can you please have him removed and will they credit me for the months he's been there? So can you tell me what happened because I know that we termed him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, let's see, um, I wanna see if there's been any other policies for these, for these people.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, she only still has the one policy, and let me look at notes and make sure.
[AGENT][NEUTRAL] No, she's always been individual only since [PII].
[CUSTOMER][NEUTRAL] OK, so do you see anything for a guy by the name of [PII]?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, he has his own policy.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he's had a
[CUSTOMER][NEGATIVE] Yeah, he shouldn't be on there.
[CUSTOMER][NEUTRAL] He's had it since when?
[AGENT][NEUTRAL] Um, it just started [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, it's a mistake. Yeah, he's the husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, um, yeah, send us an email and.
[CUSTOMER][NEUTRAL] Yeah, so let me, let me read you what he wrote.
[AGENT][NEUTRAL] Yeah, send us an email and.
[CUSTOMER][NEUTRAL] Yeah, it says this is from the.
[CUSTOMER][NEUTRAL] Yeah, this is from the owner [PII] said. He said, [PII], there is an [PII] that has been on the on the new policy since December, and I'm getting charged for him. I know I sent you the info to remove him. He is the husband of employee [PII]. Can you please remove him? Will they credit me for the months that he has been there? So let me start by just sending you that. I'm going to forward that to you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and we won't owe anything because they're only paid the 121 so he started 12-1 and they haven't paid so there there won't be any credit given if we term him back to 121.
[CUSTOMER][NEUTRAL] OK, well, maybe he's paying now. I don't know he hasn't paid in January?
[AGENT][NEUTRAL] No, they haven't. The group has not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm gonna say that um.
[CUSTOMER][NEUTRAL] Alright, I'm just saying that I just uh spoke with APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What's this guy's name again? This guy's name is [PII].
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] That's [PII]. OK, so I'm just gonna keep this simple.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] has been
[CUSTOMER][NEUTRAL] On as an employee.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] is removing him.
[CUSTOMER][NEUTRAL] Should I say effective 121.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what should I say since you haven't paid January, well, did he pay December?
[AGENT][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] He never paid December?
[AGENT][NEUTRAL] No, the group is not, nobody's been paid for December.
[CUSTOMER][NEUTRAL] OK, alright, let me tell him he's gonna have to get a payment in right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I got it thank you thank you take care.
[AGENT][POSITIVE] Sounds good.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] But