AccountId: 011433970860
ContactId: 6ef63ae0-5c06-403c-be8c-88bb1c04b27d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204850 ms
Total Talk Time (AGENT): 76594 ms
Total Talk Time (CUSTOMER): 87830 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6ef63ae0-5c06-403c-be8c-88bb1c04b27d_20250224T16:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims department. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII]. uh Ms. [PII], how are you today?
[CUSTOMER][NEUTRAL] I'm doing well so I have a question in regards to uh I think it's for billing but I'm not certain we had a um a question from the group admin about deducting a premium from uh a disability claim, and I'm not sure where I need to send this information to.
[AGENT][NEUTRAL] Oh, give me one moment.
[AGENT][NEUTRAL] Uh, how are you?
[CUSTOMER][POSITIVE] Doing well.
[CUSTOMER][NEUTRAL] It's Monday.
[AGENT][NEUTRAL] Girl, ain't that the truth.
[AGENT][NEUTRAL] Let's see I have payment claims.
[AGENT][NEUTRAL] A review every 2 weeks his premiums were received for my payment has uh premium was paid so they were refund the payment to the employer.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like you may have to transfer to group billing. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number 2283867.
[CUSTOMER][NEUTRAL] That's what I thought I pressed on the option because usually you know if you're on a call you can go ahead and and connect but because I'm not on a call it was actually an email request um from the uh group admin excuse me.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're asking as far as premium being deducted because.
[AGENT][NEGATIVE] Looks like we just received a claim. I don't see any premium.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right, so what they're requesting is when she wants all of her premiums deducted from her claims because she apparently she was told that she could do that so that's what the question is from the group um is asking if we can set this up so that the premiums come out of any uh you know claim uh benefits that are paid if we can just deduct the premiums.
[AGENT][NEUTRAL] Yeah, I would say to contact group billing because I would think.
[AGENT][NEUTRAL] That they can
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For disputing.
[AGENT][NEUTRAL] To claimants, they review the report every 2 weeks. See if premiums were received from the employer for a month which deducted and find the premium was paid at the same period, they refund the premium to the employer. Yeah, I would say um contact group billing.
[CUSTOMER][NEUTRAL] Would you be able to transfer me?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Or not.
[AGENT][NEUTRAL] What they should do. I can hold on one second, OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bring.