AccountId: 011433970860
ContactId: 7394d7dd-0f46-41bd-9b73-a769c12c7be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 916590 ms
Total Talk Time (AGENT): 299966 ms
Total Talk Time (CUSTOMER): 388427 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7394d7dd-0f46-41bd-9b73-a769c12c7be4_20250402T14:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you um so I've got a group admin on the line and she's stating that um they're looking at their April invoice and from what they're seeing, um, the billed amount it does match the deductions of the employees and they kind of want just like a breakdown explanation of that invoice.
[AGENT][NEUTRAL] OK. What's that
[CUSTOMER][NEUTRAL] It's 20939.
[AGENT][NEUTRAL] What's that the name of the person on the phone?
[CUSTOMER][NEUTRAL] So we uh have [PII] on the phone we're also speaking with uh her name is [PII].
[AGENT][NEUTRAL] So there's [PII] and [PII] on the phone?
[CUSTOMER][NEUTRAL] Both of them are on the line.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Correct, I've been mainly been speaking with [PII]. I think [PII] is just there to verify.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The uh callback number?
[CUSTOMER][NEUTRAL] Yes, that's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, they've paid it so why would they pay it if they had questions? OK.
[AGENT][NEUTRAL] Uh, OK, you can send him on over.
[CUSTOMER][NEUTRAL] I'm not sure, yeah, and they just said that they were looking at the spreadsheets and it's just not matching or something like that so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, go ahead and send them on over.
[CUSTOMER][POSITIVE] Alright, well thank you. I'll go ahead and hand them. Alright, thanks bye bye.
[AGENT][POSITIVE] Thanks, bye.
[AGENT][NEUTRAL] Hi, this is [PII] in billing. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm well. Is this [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] All right, um, so I was told that you are having some questions about your, um, April bill.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I've got it pulled up and she said that it's not matching the deductions that you guys were taking out?
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] I, I, I'm not quite sure if I'm being very honest with you. I can identify all the cancer, I can identify the hospital indemnity. Can you tell me what the code GRP D like [PII], I like indigo stands for?
[AGENT][NEUTRAL] Uh, I believe that's group disability. Uh, let's see.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] I'm just pulling up all the policies here.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] She told me that I am.
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Uh back in life, it doesn't.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What, uh, I apologize, what did you say that it was the the product it was called?
[CUSTOMER][NEUTRAL] It uh the the category on your bill is G like George, R Romeo, P Paula, D David, I indigo.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me verify. This is group 20939?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I just wanted to make sure that.
[CUSTOMER][NEUTRAL] So on our April bill as an example, if you look at [PII].
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][NEUTRAL] I'm paying $60.84.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] For category GRPDI.
[CUSTOMER][NEUTRAL] Would the product be easier for you?
[AGENT][NEUTRAL] It, it, it looks like it's group disability, yes ma'am. I just, I was looking on a different at a different place.
[CUSTOMER][NEUTRAL] When you say group, is that the voluntary short term disability?
[AGENT][NEUTRAL] I want to apologize. I am not 100% sure. I'm still fairly new and I'm learning these codes. Uh, let's see here, disability.
[AGENT][NEUTRAL] Products.
[CUSTOMER][NEUTRAL] Can, can I ask this a different way?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I show that the coverages we have through APL are hospital indemnity.
[CUSTOMER][NEUTRAL] Cancer, short-term disability, and accident.
[AGENT][NEUTRAL] Yes ma'am, so that's gonna be, it's gonna be the short term disability I believe.
[CUSTOMER][NEUTRAL] And all of those
[AGENT][NEUTRAL] But I do see that, let's see here.
[AGENT][NEUTRAL] Short
[AGENT][NEUTRAL] Let me, let me group these real quick just to make sure.
[AGENT][NEUTRAL] Deputy
[AGENT][NEUTRAL] Cancer
[AGENT][NEUTRAL] Yes ma'am, it looks like it's just short term dis group disability on here.
[CUSTOMER][NEUTRAL] OK, so could you look at, uh, and I just wanna make sure I'm calling everything the right thing. Could you look at employee [PII] She should be the first person listed on our bill.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, let's see. Let me out by last name again. OK, yes ma'am, I have her pulled up.
[CUSTOMER][NEUTRAL] OK, I show her.
[CUSTOMER][NEUTRAL] Hospital indemnity is $59.17.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you agree with that?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I show her cancer is 2860.
[AGENT][NEUTRAL] Cancer 2860, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I show.
[CUSTOMER][NEUTRAL] On my records that there should be a charge for short term disability and accident, but I don't see them on the bill.
[AGENT][NEUTRAL] No ma'am, I don't see them either. Uh, let's see, let me pull up her.
[AGENT][NEUTRAL] Let's 2,608,050.
[AGENT][NEUTRAL] OK, so I do see cancer, hospital indemnity, and short term disability.
[AGENT][NEUTRAL] As active policies.
[AGENT][NEUTRAL] Let's see why.
[CUSTOMER][NEUTRAL] What about the accident for $10.80 that she's being charged?
[CUSTOMER][NEGATIVE] I don't see any of those charges on this bill.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So the 3 policies that I see um.
[AGENT][NEUTRAL] I guess that's accident CPA.
[AGENT][NEUTRAL] I apologize. I
[AGENT][NEUTRAL] Don't know all these acronyms, but I think that, that the CPA is the accident. Let me look at here.
[CUSTOMER][POSITIVE] You're fine. Take your time.
[AGENT][NEGATIVE] It's bad when you don't realize how much you don't know until you're asked a question.
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] school.
[CUSTOMER][NEGATIVE] Don't want to think I'm doing.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEGATIVE] No, if we need 3 monitors we've used mine. We've used my account login to go into TV the invoices. No, this isn't a one person job.
[CUSTOMER][NEUTRAL] If everything was in line and then even them telling me.
[CUSTOMER][NEUTRAL] to what they told me I should do I terminate it makes sense. So if I terminates I run through that which I did. I'll have an option to go in.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I need to go.
[AGENT][NEUTRAL] Here we are.
[AGENT][NEUTRAL] OK, so yes, the CPA 2200, that's a cancer policy. So I do see that.
[AGENT][NEUTRAL] Oh, she should have it. We're charging, we got the 2860.
[AGENT][NEUTRAL] So that's what that one was. I apologize, I'm more thinking out loud.
[CUSTOMER][NEUTRAL] Hold on. 2860 I agree with. I see that.
[CUSTOMER][NEUTRAL] No, you're fine, you're fine. I agree with you on cancer and hospital indemnity for 5917.
[AGENT][NEUTRAL] So it's the accident you're uh questioning.
[CUSTOMER][NEUTRAL] And I see that we are being, they are retroactively charging us for 12345 months.
[AGENT][NEUTRAL] That hospital name ma'am.
[CUSTOMER][NEGATIVE] So why are we just now being charged 5 months?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, I'll have to look at that particular one, but I do not see an accident, uh, policy for her. I see the cancer, hospital indemnity, and the short-term disability.
[CUSTOMER][NEUTRAL] For that
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Do you show an accident policy at all for a fact?
[AGENT][NEGATIVE] Not for her, not for [PII].
[CUSTOMER][NEUTRAL] OK, not running. How about
[AGENT][NEGATIVE] Not even a lapsed one like it.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me pull that up.
[AGENT][NEUTRAL] 1834238.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] So we should not even have.
[AGENT][NEUTRAL] Alright, for [PII], I see two active policies, the cancer and hospital indemnity.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And there was one.
[AGENT][NEUTRAL] That was lapsed at the end of [PII].
[AGENT][NEUTRAL] I'll have to look that one up.
[AGENT][NEUTRAL] To see what type it was.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That's so it was a life policy, but it's been lapsed as of [PII].
[AGENT][NEUTRAL] So the two policies I see active for [PII].
[CUSTOMER][NEUTRAL] It changed
[CUSTOMER][NEUTRAL] OK, that's fine, yes, that went to a different group.
[CUSTOMER][NEUTRAL] Could you look one more up for me, a newer person to see if maybe that's the [PII], last name [PII].
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] on.
[CUSTOMER][NEUTRAL] Yes, so they're paying for this and for taking an elected.
[CUSTOMER][NEUTRAL] No, she's talking about a voluntary life, right, but this is an accident policy.
[AGENT][NEUTRAL] OK, I do see 4 policies for Maggie, uh, short-term disability, accident, cancer, and hospital indemnity.
[CUSTOMER][NEUTRAL] OK, it's that cancer, uh, when I go to [PII].
[CUSTOMER][NEUTRAL] On my bill.
[CUSTOMER][NEUTRAL] I'm not being charged for the.
[CUSTOMER][NEUTRAL] For the uh.
[CUSTOMER][NEUTRAL] She has 40, she has uh.
[CUSTOMER][NEUTRAL] 4493, which is the short term disability she has 4470 which is cancer, and she has 33293, which is the hospital indemnity, but I don't see a charge for the accident insurance. Well, there's something here that's called A and H.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, that's probably, yeah, that's it if it's $70.20 that you're looking at, that's gonna be the accident policy.
[CUSTOMER][NEUTRAL] What is that for 7?
[CUSTOMER][NEUTRAL] Is that per month or are we playing catch up on that one?
[AGENT][NEUTRAL] Um, this one looks like it's just for April, so I would think that's monthly. Let me just look at the premium is 7020, and that is monthly. Yes, ma'am.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] And 105.
[AGENT][NEUTRAL] It looks like it's for family coverage.
[AGENT][NEUTRAL] Pa pa pa.
[CUSTOMER][NEUTRAL] OK, but I guess my concern is I have a whole lot of people that I'm deducting from their pay for this policy, but I'm only being charged for [PII] and [PII]. Oh, there's one [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see an accident hospital indemnity and group or the short term disability.
[AGENT][NEUTRAL] And you're saying the cancer is missing?
[CUSTOMER][NEUTRAL] Um, hold on, you have what for [PII]? You have accident?
[AGENT][NEUTRAL] Uh, Mr. [PII], accident, mhm, hospital indemnity and the short-term disability.
[CUSTOMER][NEUTRAL] That's TD
[CUSTOMER][NEUTRAL] What about his cancer policy?
[AGENT][NEUTRAL] I don't see one on the bill. Let me look at his in the system real quick.
[AGENT][NEUTRAL] 2549615.
[CUSTOMER][POSITIVE] I really like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I don't trust him if I'm being honest with you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] And we have 3 policies for him in our system. Uh, it looks like the life uh was there also, but it's been lapsed, so it's just.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Let me ask [PII] a question real quick. Do you, are we, do we have the ability to go into APL and see per person what every single charges? I believe so. OK, uh, I think that's what I need for now and I really appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely no problem, let me look at Miss uh [PII]'s real quick to see why we um had to supplement bill this one real quick.
[CUSTOMER][NEGATIVE] I just terminated her today we just terminated her today so it may not even be.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, dear. Thank you so much.
[AGENT][POSITIVE] Well, if you have any more questions, you're more than welcome to give a call back and hopefully the next person you get to be a little more helpful.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, we appreciate your time, dear.
[AGENT][POSITIVE] Yes, ma'am. I hope you have a great day. Thanks for calling APM.
[CUSTOMER][POSITIVE] Take care and you bye bye. Mhm bye bye.
[AGENT][POSITIVE] Thanks, bye bye.