AccountId: 011433970860
ContactId: 6d906c64-4733-41aa-ba9c-3f0735b6a7dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302890 ms
Total Talk Time (AGENT): 198407 ms
Total Talk Time (CUSTOMER): 97396 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6d906c64-4733-41aa-ba9c-3f0735b6a7dd_20250318T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have.
[CUSTOMER][NEGATIVE] I don't really know what I have. OK, so the group admin is on the other line, but it's for a particular member within the group. She was showing up on the main invoice, but now she's gone. She's not showing up at all, and when you pull up the policy it's lapsed. So I didn't know if it was customer service because it's that particular policy or if it's group billing because it was enrolled, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see what's the group number?
[CUSTOMER][NEUTRAL] It's 15821.
[AGENT][NEUTRAL] OK. And who do we have on the phone?
[CUSTOMER][NEUTRAL] We have the group admin [PII].
[AGENT][NEUTRAL] [PII]. OK. And do you have the policy that she's calling about?
[CUSTOMER][NEUTRAL] Mhm. It is 219-843-8.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, so that policy lapsed in [PII].
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Hold on, let me make sure I went to the right thing because I got a few up. Hold on, I might have told you. I might have lied.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, that's right. That's the group number. OK, I just want to make sure. Wait, what?
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause she's like, she's been active since June of last year and she's been paying, but then she asked me for her ID card and I went, this is the group admin thing. She went on the group, um, she went on the OSC to get the ID card and she didn't see her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like, I wonder if customer service didn't reflect the lapse in coverage because it looks like back in March of last year, they reinstated the policy effective [PII] with the lapse in coverage from [PII]. So hold on, let me see if they.
[AGENT][NEGATIVE] They did not. That's what happened. So customer service needs to fix the paid to date because they didn't change the paid to date when, when they reinstated that policy to reflect the lapse in coverage.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so they need to fix that. Um, there should be a lapse in coverage for, let me count the month, [PII].
[CUSTOMER][NEUTRAL] July, August, September, October, November, December. So you said [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, [PII], so that's like.
[AGENT][NEUTRAL] That's like eight months, yeah, because they paid April [PII] all [PII]. Let me see if we have any suspense.
[AGENT][NEUTRAL] Um, cause she was just taking off the bill. Um, so did she happen to say if that policy should be active? Is that why she was calling and cause she couldn't find the ID card?
[CUSTOMER][NEUTRAL] Yeah, she said it it was it should be active, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we have 2 months in suspense so what what we need to do is have customer service reinstate her policy back and correct the paid to date from that lapse in coverage and then we can apply what we have in suspense um now we only have up to November, so let me check it real quick and see if they paid anything else because they might need to sub bill them too.
[AGENT][NEUTRAL] Um, I'm gonna put a note on the policy too, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Gosh.
[AGENT][NEUTRAL] We might have to um get her information and um call her back. I don't want to keep her on, I don't wanna have to transfer her so many times, but yeah, customer service is gonna have to reinstate her policy and sub bill because she hasn't been on the last couple of bills. So, um,
[CUSTOMER][NEUTRAL] We'll call back
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll put a note.
[CUSTOMER][NEUTRAL] So is this something I can tell her or this is like internal?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what I would tell her is um just tell her that we need to do some more research on the policy and that you're gonna have a member of customer service call her back um that's all I would tell her right now um and then just get her call back information and I would put a hub request in to customer service and tell them um to review the policy, give them the call back information um and then.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, tell them that the policy should be active. I'm gonna put a note on the policy too, um, with, with the information that I've found, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so you can just, yeah, no, you're fine. No, I, I know, um, just reference to when you do that hub request, just tell them to, to look at the policy notes that I've put a note also on the policy kind of explaining some more too.
[CUSTOMER][POSITIVE] Thank you so much. I'm sorry. I was just real confused.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. I will. Thank you so much, [PII].
[AGENT][POSITIVE] No problem. You're very welcome.
[CUSTOMER][POSITIVE] All right. Have a good day.
[AGENT][NEUTRAL] OK, you too, bye.
[CUSTOMER][NEUTRAL] All right bye bye.