AccountId: 011433970860
ContactId: 72e95857-af54-4ea7-b399-ea7077927fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525000 ms
Total Talk Time (AGENT): 159668 ms
Total Talk Time (CUSTOMER): 168554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/72e95857-af54-4ea7-b399-ea7077927fc8_20250219T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I have group number 26787 on the line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me, OK.
[CUSTOMER][NEUTRAL] Sorry, I've already verified the information. I have [PII] on the line. I did speak with [PII] and she gives us verbal permission to speak with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's also emailing to add [PII] as a contact person.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, they're calling because she's saying that they received a spreadsheet with what should be for each employee and it is not matching the invoices and she needs some help in depth help with her.
[CUSTOMER][NEGATIVE] Seeing why it's not matching.
[AGENT][NEUTRAL] She received a uh a spreadsheet?
[CUSTOMER][NEUTRAL] Spreadsheet mhm and she said that what what they should be um taken out for each employee from their check.
[CUSTOMER][NEUTRAL] I don't know who she got that spreadsheet from.
[AGENT][NEUTRAL] If it's regarding premium that's gonna be customer service, but you can send it to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you just say that's customer service if it's regarding premium?
[AGENT][NEUTRAL] Well, uh, let me see exactly what she's referring to, um, and see what spreadsheet she's talking about. Um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, because I, I wouldn't, I don't know who I didn't even know they sent a spreadsheet.
[AGENT][NEUTRAL] Yeah, we don't, we don't send spreadsheets on on things like that. She might have downloaded the invoice in in Excel format and she might be talking about that, but yeah, we don't send spreadsheets, but you can send it to me.
[CUSTOMER][POSITIVE] Alright [PII], let me get her on the line. I appreciate it and her callback number is the number on file. Thank you one moment.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII], thank you for your patience. I have [PII] on the line in our billing department who will assist you further. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Great thank you so much. Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] This is [PII], can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the city of [PII]. Um, back in December we received like a spreadsheet that told us how much money to deduct, um, from the biweekly paychecks um for each member in the plan, um, and it is not matching the invoices that we received from January and February.
[AGENT][NEUTRAL] Um, OK, who did you receive the spreadsheet from?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You, [PII], will you ask her who she received this spreadsheet from?
[CUSTOMER][NEGATIVE] Can't either.
[CUSTOMER][NEUTRAL] OK, give me just one second. She's um trying to find.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I need to put the calculator away from reach.
[CUSTOMER][NEUTRAL] The bus
[CUSTOMER][NEUTRAL] Who? What did she say [PII] I can't hear.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, she received it [PII] from [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is, are they with APL?
[AGENT][NEUTRAL] Yeah they're not with APL that must be someone with the agent or broker's office um so I'm not sure what spreadsheet um y'all got.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] He says he's from Southeast Insurance Group.
[AGENT][NEUTRAL] OK, yeah, that's the agent broker's office. Yeah, I'm not sure what spreadsheet that that is um.
[AGENT][NEUTRAL] Uh, but I, I, mm.
[AGENT][NEUTRAL] The only thing that I could say is go by what the what what's on the invoice as far as what's needing to be deducted um.
[AGENT][NEUTRAL] Let me look at something else real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm on computer.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm on the computer. My computer just close up on me.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] So because we pay biweekly, um.
[CUSTOMER][NEUTRAL] I'm just speaking out [PII]. I'm assuming that the misconnect was between the Southeast Insurance Group and APO on the breakdown of how much to remove um from each biweekly paycheck.
[AGENT][NEUTRAL] Um, that's what I'm gonna assume because we have your group set up as a 12 month pay, um, so the premium that's listed on the invoice is gonna be like let's just go with that first one, [PII], that 8554 is for a whole month. So if y'all deduct, let's say some months would be 3 paychecks, um.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEGATIVE] You'd have to take into account those to 1 or 2 months a year as far as what to deduct, but um most months it would be 2 paychecks. It would be 42 and some change each month or I mean each page my computer seriously just froze up on me be 42 and some change per paycheck for the medli policy.
[CUSTOMER][NEUTRAL] OK, um, but what you have on your computer is right for these invoices. This is the amount that is billed and.
[CUSTOMER][NEUTRAL] was set up
[AGENT][NEUTRAL] Or at a month, at a month, yes.
[AGENT][NEUTRAL] A month rate
[CUSTOMER][POSITIVE] OK. OK, great.
[CUSTOMER][POSITIVE] All right, I will let my supervisor know, um, and, uh, she will get in touch with Southeast Insurance Group and we'll try to make a plan. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye.