AccountId: 011433970860
ContactId: 75866be0-0d81-4753-aa23-7857f581bc53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610140 ms
Total Talk Time (AGENT): 257574 ms
Total Talk Time (CUSTOMER): 295359 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/75866be0-0d81-4753-aa23-7857f581bc53_20250211T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] [PII] I've been getting you so much more lately. Yay, it's [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] What you got there?
[CUSTOMER][NEUTRAL] Like um, um, I've actually got a group admin on the line and she is asking about, um, one of her employees, um, premiums. She had questions about his premium that's for y'all, right?
[AGENT][NEUTRAL] Uh, yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me. All right, what's that policy number or group number or?
[CUSTOMER][NEUTRAL] It is, I've got the policy, um, it's 02586619.
[AGENT][POSITIVE] Lord, please let it be something like a meddling. Please, dear Lord, please, please. 00, thank you, [PII]. Thank you for, I mean, for really small favors. I, I know you got bigger issues, but, but thank you, thank you, thank you. OK, let's see. Tap tap tap. Louis, he is [PII] and meddling 4G1 is even better. And that is 17111. Medley 421.
[CUSTOMER][NEUTRAL] It is a med link, it's a meddling.
[CUSTOMER][NEUTRAL] I, I get it.
[AGENT][NEUTRAL] And you got the 5000 plan and.
[AGENT][NEUTRAL] He is what, 68 individual and it's 9173. OK. And what's her name?
[CUSTOMER][NEUTRAL] So her, her uh [PII] and she is the uh contact we've got that she's verified and everything um she said that they have a lot of members that were grandfathered into specific prices and his just hiked out of nowhere and that's what she was wondering about.
[AGENT][NEUTRAL] [PII], hiked out of nowhere.
[CUSTOMER][NEUTRAL] That's what she said. She said it was like, I think she said like 30, 40 something, and then it went to 90.
[CUSTOMER][NEUTRAL] But that's why I see this policy is effective as of this year, so.
[AGENT][NEUTRAL] Oh, I see what she.
[AGENT][NEUTRAL] They changed, they got a rate change.
[AGENT][NEUTRAL] I think, wait. Oh my goodness, do on it. [PII]
[AGENT][NEUTRAL] Come on darling.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] OK. All right, I'm trying to figure out. All right, I'll just tell her I'll have to have review this. I'm trying to think this out loud. I'll have to review it. OK, thank you, dear.
[CUSTOMER][NEUTRAL] OK. OK, sure.
[CUSTOMER][NEUTRAL] All right, you ready for her?
[AGENT][NEUTRAL] I am
[CUSTOMER][POSITIVE] Alright thanks [PII] have a great rest of your day.
[AGENT][POSITIVE] You too, honey. Bye.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is [PII] in customer service. How are you today?
[CUSTOMER][POSITIVE] Very well, [PII]. Thank you.
[AGENT][NEUTRAL] Good, good, good. So you're calling today to check on, uh, Mr. [PII]'s premium, is that correct?
[CUSTOMER][NEUTRAL] Yes, I have the invoice and before I make this adjustment to the invoice because I have not submitted it yet. I wanted to confirm um because.
[CUSTOMER][NEUTRAL] Um, we have the system employee navigator where I make the corrections and then they should show up on the next bill, but I know that with you guys I can go in and make the correction and then submit the invoice so for [PII].
[CUSTOMER][NEUTRAL] My question is if you have any information on there in your records that he is to be grandfathered in the raid.
[AGENT][NEUTRAL] OK, I see he has a year of lapsing coverage.
[CUSTOMER][NEUTRAL] Do you see anything?
[AGENT][NEUTRAL] So he was a new enrollee on [PII]?
[CUSTOMER][NEUTRAL] No, he was not. Let me see. [PII]. Let me look, take a look. I'm so sorry, honey.
[AGENT][NEUTRAL] Because his original, cause he got a new policy number, his original policy termed 11 [PII].
[CUSTOMER][NEUTRAL] How weird is this? I'm telling you.
[CUSTOMER][NEUTRAL] Systems are sometimes.
[CUSTOMER][NEUTRAL] OK, I'm looking at his profile in our.
[CUSTOMER][NEUTRAL] Just bear with me one minute.
[CUSTOMER][NEUTRAL] OK, look
[CUSTOMER][NEUTRAL] That's what I wanna make sure because they uh all the enrollments are done electronically. They come in and I have no idea what they talk about or what they select until I start to see the.
[AGENT][NEUTRAL] Uh, I'm sorry, I can't hear. Are you speaking to me?
[CUSTOMER][NEUTRAL] Yeah, yeah, that when they now I like um enrollments are done electronically so now they do their own stuff and they sit with the enrollers and I don't know until I get the invoice.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, so [PII] supplemental.
[CUSTOMER][NEUTRAL] I have them in our system.
[CUSTOMER][NEUTRAL] As 1560.
[CUSTOMER][NEUTRAL] Why is he in there?
[CUSTOMER][NEUTRAL] And you don't have them showing?
[AGENT][NEUTRAL] I'm showing that
[CUSTOMER][NEUTRAL] You have them showing as a new?
[AGENT][NEUTRAL] Right, that he's been, he lapsed his policy for a year and then came back as a new enrollment.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going to go ahead and question this to our broker.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because, um, I'll leave it now my question is I have to ask what they did because they have them in here as employee only at 3379.
[CUSTOMER][NEUTRAL] Of course, when you go by his age, it should be the rate that you have.
[AGENT][NEUTRAL] Right. When he was initially enrolled on that first policy, he was [PII] of age and that was [PII]. And he had that policy from [PII] [PII]. So the policy lapsed for a year.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he came back a year later and re-enrolled, and that gave him a new uh age of this issue.
[CUSTOMER][NEUTRAL] OK, alright, so I'll check on this one. If I leave it like this and I don't make any adjustment and then our broker sends you guys a correction for some reason I should see it on the next bill, right?
[AGENT][NEUTRAL] Yes, ma'am, it should show up if we can show because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If there's any adjustments, yeah, I'll have them mhm. Can you check one more for me if you don't mind, please? Thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Certainly.
[CUSTOMER][POSITIVE] Thank you so much. So let me see, let me see.
[AGENT][NEUTRAL] What's the next policy?
[CUSTOMER][NEUTRAL] The next policy is.
[CUSTOMER][NEGATIVE] You know what he's not on the invoice he's missing on here.
[CUSTOMER][NEUTRAL] His last name is [PII]
[CUSTOMER][NEUTRAL] He's missing on this invoice but um.
[AGENT][NEUTRAL] Oh let's see.
[CUSTOMER][NEUTRAL] He in in [PII], he's always had the gap.
[CUSTOMER][NEGATIVE] But there was an error system, a system error, and they did not.
[CUSTOMER][NEUTRAL] Attach his gap, but it was reinstated so I think I'll probably see it on the next invoice.
[AGENT][NEUTRAL] So let me see if we can find him.
[CUSTOMER][NEUTRAL] Mhm, I don't have his policy.
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I found Mr. [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And how, what, OK, what kind of issues are we having with Mr. [PII]?
[CUSTOMER][NEUTRAL] Do you show him active?
[AGENT][NEUTRAL] Yes ma'am, I do show him active. He is paid to [PII].
[CUSTOMER][NEUTRAL] But you know I'm looking at our February invoice and he's not on there.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] [PII], yeah, I'm looking at here February invoice my travel.
[CUSTOMER][NEUTRAL] How weird is that?
[AGENT][NEUTRAL] Right, he is due for January and February actually. And it looks like he wasn't even billed for January or February. Let me
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I'm looking at our February invoice.
[CUSTOMER][NEGATIVE] And he's not on here my child, my child, no.
[AGENT][NEUTRAL] OK, so let me go in here.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But you know what, he, I'll tell you something. He, um.
[CUSTOMER][NEUTRAL] He added his, um, he added his spouse, which would say, which would mean his plan changed from employee to spouse.
[AGENT][NEUTRAL] Right, he is showing couple coverage. Uh, let me see, but what it is, I don't think he was billed.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Because I'm not showing a bill for January or.
[CUSTOMER][NEUTRAL] Yeah, something happened.
[AGENT][NEUTRAL] might pay to
[CUSTOMER][NEUTRAL] OK, let, I'm just I'm not going to make any adjustments, uh, I'm think I'm just gonna pay as is.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, he is being, OK, he should show up on the next invoice. I do see where they have a sub bill added here.
[CUSTOMER][NEUTRAL] On the next one, OK.
[CUSTOMER][POSITIVE] OK, OK. Something must have happened with him. OK, perfect. That's all I needed.
[AGENT][NEUTRAL] Right, for September, I mean, I'm sorry, for January and February, he does have some bills added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So then I'll see it in March. Perfect.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][POSITIVE] All right. That was, that's all I needed, [PII]. Thank you so much.
[AGENT][POSITIVE] You're welcome. Anything else, Ms. [PII], we can help you with?
[CUSTOMER][POSITIVE] No, this was it. Thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye