AccountId: 011433970860
ContactId: 71a5199f-a96e-4799-b7b2-eb887b81da8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609450 ms
Total Talk Time (AGENT): 260955 ms
Total Talk Time (CUSTOMER): 279171 ms
Interruptions: 3
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/71a5199f-a96e-4799-b7b2-eb887b81da8c_20250210T23:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm not sure if I pressed the correct option, uh, but I had a question. I received a bill saying that, uh, monthly, monthly premium was due.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my premium is paid through. I work for the state of [PII] and it is deducted from my paycheck biweekly and is and and so I just wanted to check because I had this happen. I got one of these, uh, regarding October previously and now I just got one in the mail today regarding a due date of [PII] and so would you be able to check my policy to see if.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK. Would you like my passport?
[AGENT][NEUTRAL] Yeah, I'll make sure it's all good to go um first do you mind if I can get, uh, what was your name?
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] OK, and then I can go ahead and take that policy number, [PII].
[CUSTOMER][NEUTRAL] OK, it's 00608745.
[AGENT][POSITIVE] OK, thank you and then uh can I also get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that information. Alright, bear with me just a moment, let me take a look here.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I feel like we've had a few of these lately and I think they were sent as a mistake, uh, because your policy is showing of course that it's active and good to go but just for good measure I'm going to of course double check um if you don't mindeven I'm gonna place you on a brief hold and reach out to our customer service department. I'll get right back with you OK?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, can I just tell you one thing? Uh, I just, I want to make sure I had this happen, uh, for the one that was due on [PII] also, so I got a letter a couple of months ago about, well, I guess I got it in November about [PII], and then I got this about [PII], so I just wanna make sure you had all this.
[AGENT][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Of course, yeah, no I appreciate that thank you. Alright, one moment, OK? I'll get right back with you. Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi Miss [PII] how are you?
[CUSTOMER][NEUTRAL] I'm fine.
[AGENT][NEUTRAL] This is [PII] on my care team sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you could have guessed that. I'm sorry. It's late.
[CUSTOMER][NEUTRAL] I know, dear, I know. Oh my [PII], I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Almost there almost there, 15 minutes. Alrighty. I've got, uh, or excuse me, an insured on the line. This is actually the 2nd call I've had today. I'm pretty sure it was a mistake, um, but he said that he received a letter from us, uh, stating that premium was due, um, and it's being paid through his employer, um, but it's funny that we sent it looks like, uh, [PII], but it says the due date as [PII].
[CUSTOMER][NEUTRAL] We are 15.
[CUSTOMER][NEUTRAL] But yeah
[AGENT][NEUTRAL] And it's showing active, so that's what I'm sure it was like a mistake, but just for good measure, I thought was better take a look.
[CUSTOMER][NEUTRAL] Holy cow, zones, what's that, uh, policy number?
[AGENT][NEUTRAL] It is 608745.
[CUSTOMER][NEUTRAL] OK let me get it pulled up on the screen I possibly may not be using and I'll use it anyway.
[AGENT][NEUTRAL] And I had to, I checked the group because I was like I don't know if we got an email about this and I couldn't see any that I remember.
[AGENT][POSITIVE] But showing it's good and active.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Let me look at notes and see who would have reinstated [PII] lapsed from overdue report reinstated lapsed in error lapse policy from overdue report.
[CUSTOMER][NEUTRAL] Along with providers, OK, I believe honestly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If he's getting letters mailed out to him.
[CUSTOMER][NEUTRAL] Honestly believe that's coming from billing because this is a group we do the um you know like the 23.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh, billing frequencies, billing and mode of payment, um, they do the mode of payment one if I'm not mistaken, oh dear God.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I listen, I get it confused all the time. [PII]. I hear, I, I just hear correspondence and my first thought is customer service, but
[CUSTOMER][POSITIVE] Right, I agree with you. Yes, yes.
[AGENT][NEUTRAL] But that does make sense I guess I just wasn't, I've never heard anyone that was on Motapay one like individuals getting letters about premium, um.
[CUSTOMER][NEUTRAL] You wouldn't think so. Let me, let me, if, if you'll give me just a second here. Let me see if it's in on base and if there's anything in uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I did see the letter. That's what I pulled up the letter and it's, that's what's funny is that it's, it shows it was sent the date [PII]. The date at the top says [PII], and then the due date as [PII].
[CUSTOMER][NEUTRAL] OK, I'm curious, but we're all considered customer service anymore, so it's getting confusing.
[CUSTOMER][NEUTRAL] Uh, what department sending what, you know, see that says sincerely, OK, I guess this is giving him this must be, is he still employed?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, he said that that's what he was confused about because of course it's coming from his employer out of his checks.
[CUSTOMER][NEUTRAL] Alright, let me do one more thing because it may be that it came from customer service giving him the opportunity to continue the coverage on his and he's not that behind. I mean, he, it was for February, but let's look to see where the whole group is paid to LA 0146.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The whole groups paid the 21 2024. Now let me go back and look at the group and see if they pay in arrears and if they do.
[CUSTOMER][NEGATIVE] I doubt it though, but else they wouldn't be sending these letters out.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] They need to be sitting in the group. Yeah, this is not.
[AGENT][MIXED] I can check with billing that's OK. I can check with billing no this it seems all kinds of messed up anyway with these dates and so like I'm almost positive this was a mistake but I just want to make sure.
[CUSTOMER][NEGATIVE] This is not cus yeah this is not customer service unless they're.
[CUSTOMER][NEGATIVE] Yeah, it's, yeah, I'm thinking, yeah, something's not right.
[AGENT][POSITIVE] All right. Well, I sure appreciate your help. Um, I will get with billing.
[CUSTOMER][NEUTRAL] Call me back. I'm here till [PII] if I'm wrong, and we will stumble through this. I'm the only one here, so you're gonna get me.
[AGENT][POSITIVE] I appreciate it, thank you.
[AGENT][POSITIVE] Yes ma'am, yay.
[AGENT][POSITIVE] Alright, I'll talk to you later bye bye. Thank you, bye.
[CUSTOMER][POSITIVE] All right, bye dear. Thank you. Bye-bye.
[AGENT][POSITIVE] Hey [PII], I appreciate your patience. Are you still with me?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][POSITIVE] OK, so I reached out to a certain department um I thought it was customer service because that's what the letter stated the odd thing is, of course, since your premium is being paid through your employer, um, we think this is actually something for our group billing department, so I really appreciate your patience. I'm gonna put you back on that hold. I'll get right back with you OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] There are currently no agents staffed. Goodbye.
[AGENT][NEGATIVE] Oh no. Oh no. Oh no.
[AGENT][NEUTRAL] Well, that gamut.
[AGENT][NEUTRAL] Uh, nobody.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] OK on it.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Long time no talk. It's [PII].
[CUSTOMER][POSITIVE] That's right. That's right, girl.
[AGENT][NEUTRAL] So there is nobody in billing right now, so, um.
[CUSTOMER][NEUTRAL] OK, put him through. I'm just who was this person again? Let me see if I got this.
[AGENT][NEUTRAL] He's
[AGENT][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII], all right, because he is on group page, so this really has my opinion has it to do with customer service. All right, let me talk with Mr. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I don't think so either, but uh, I sure appreciate you. Thank you. Have a good night.
[CUSTOMER][POSITIVE] Certainly did. You too, honey. Bye.
[AGENT][NEUTRAL] Alright, bye.