AccountId: 011433970860
ContactId: 743d2a38-a9f5-40b1-83e5-0e8bc881fc6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130839 ms
Total Talk Time (AGENT): 90458 ms
Total Talk Time (CUSTOMER): 53448 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/743d2a38-a9f5-40b1-83e5-0e8bc881fc6d_20250127T15:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Glad to hear it. I've got uh an insured on the line in short, um, she received her claim from us uh for disability and a portion of it went to her premium and she stated that you know she's really confused because it's being paid through her employer um I guess I've never really wondered, um, is it because that we didn't receive it for the date of service and it would be reimbursed to her?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, what, well, the way it works, her premium come in through a group. It's like paying a light bill. They don't take her individual premium and send it to us. They send it as the whole group and it's like they pay a bill, so it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The time to process her claim, the group must have had not sent in the premium and the only way we could pay her, we had to take our premium. Now if premium is paid, then it would be refunded back to her. But what's that policy number so I can tell you if it's been paid or not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, OK, that's uh 02150345. That's what I was thinking, but I didn't wanna tell her without being certain.
[AGENT][NEUTRAL] Uh, OK, so now it's paid to 21 and it's paid to 21 because I had to take out premium to, no, I took out premium to pay, yeah, to 21. So as of right now they have not paid anything yet, but if the group process, you know, pre premium come in and it waives her up, then it would be uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, refund it back to her, but that would go through billing, you know, it wouldn't be through claims, you know, they would have to get through with billing and next time I get ready to pay her, if it has not, if you like say they say come in today and they roll it and then they pay her premium back and it's still at 21 when I get ready to pay her for February, it needs to be paid the 31. So if it's not paid the 31, I'm gonna have to take it out again, but you can just explain it to her. That's the way it works, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] I completely understand. OK, yes, that, that clears that up. I really appreciate your help with that. So I will let her know. Thank you, [PII].
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] OK. You're welcome. You have a great day. All right. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.