AccountId: 011433970860
ContactId: 78cd84f8-6d18-42d1-82fe-369104fc27e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549039 ms
Total Talk Time (AGENT): 245403 ms
Total Talk Time (CUSTOMER): 215360 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/78cd84f8-6d18-42d1-82fe-369104fc27e2_20250610T15:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with UTBA, and I'm calling in regards to one of our insured, um, his pay due date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I give you a social, can you pull that up?
[AGENT][NEUTRAL] I think I just noted the policy. Is it for Mr. [PII]?
[CUSTOMER][NEUTRAL] It is when do you show his last payment?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, hold on one moment, let me go back to that screen.
[CUSTOMER][NEUTRAL] Because we sent one last week. I'm wondering if that was included, the one we sent last week.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Just since it's a new call, can you verify the date of birth for me?
[CUSTOMER][NEUTRAL] Oh gosh, I went out of it. Hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So it looks like we received 17264 on [PII] of this year, which paid them up to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on [PII]. I sent premium on [PII]. Let me see when I sent that. Let me just double check.
[AGENT][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] That premium recon open for APO.
[CUSTOMER][NEUTRAL] Carrier.
[CUSTOMER][NEUTRAL] ABL.
[CUSTOMER][NEUTRAL] We sent it on [PII].
[AGENT][NEUTRAL] June.
[CUSTOMER][NEUTRAL] Uh, you guys received it on the [PII]?
[CUSTOMER][NEUTRAL] Let me just make sure how much we sent you guys in here. I just wanna know if that's counted or not.
[AGENT][NEUTRAL] I'm not showing it, but I can get with billing and see if maybe they, they have it on their end still maybe.
[AGENT][NEUTRAL] How it was for the same amount?
[CUSTOMER][NEUTRAL] Hold on let me see.
[CUSTOMER][NEUTRAL] Hold on, that's what I'm trying to uh open for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What product did he have?
[CUSTOMER][NEUTRAL] It was 128 25.
[AGENT][NEUTRAL] 128, 25.
[AGENT][NEUTRAL] OK, um, it's not showing on the ledger, but if you like, I can definitely check with group billing and see if they um have maybe, you know, the payment on their side just hasn't posted yet.
[CUSTOMER][NEUTRAL] So how much do you show, so right now you haven't been paid to the end of um May I'm sorry, end of April or March?
[AGENT][NEUTRAL] And uh well,
[AGENT][NEUTRAL] You want to pay too much, so that's the end of March.
[CUSTOMER][NEGATIVE] I paid the end of March, no money in suspense.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this 128 let's see so painted.
[AGENT][NEUTRAL] Not that I see, but I don't, I, I don't know if group billing has more access than me.
[CUSTOMER][NEUTRAL] Yeah, like.
[CUSTOMER][NEUTRAL] So right now you have 328 or 329?
[AGENT][NEUTRAL] Hm. Wait, say that one more time.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] His pay to date?
[AGENT][NEUTRAL] It's 329 of 25.
[CUSTOMER][NEUTRAL] OK, and you don't know if there's money in suspense.
[AGENT][NEUTRAL] Um, but I can check.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Sure, and then the 128 25 obviously isn't posted, so yeah, if you don't mind checking to see.
[AGENT][NEUTRAL] Sure, hold on one second, OK?
[CUSTOMER][NEUTRAL] How much money he has in suspense?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And suspense. Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] Well, I'm good, but I'm confused right now. Can you help me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I have, let me just give you the policy number first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 249-5024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] At first, I, I got off the call with the wife, uh, yeah, she was um trying to figure out why the policy was lapsed all that, so I sent to the UTBA because I couldn't talk to her. So now UTBA is on the line. Um, they're saying that they mailed or they sent in a payment on [PII] of $128.25. I don't see that. And then she asked me if there's any amount in suspense and I'm like,
[AGENT][NEUTRAL] Let me check and see if group billing can help me because I don't even know.
[CUSTOMER][POSITIVE] Yeah, that's good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because I, she asked me the last payment that I saw and I looked and I saw [PII] for the [PII]. I told her that paid up until [PII].
[AGENT][NEUTRAL] So that [PII], does that mean the month of March is paid or is that saying April is paid?
[CUSTOMER][NEUTRAL] Uh, that is March, um, that's like a, well, no, it means that the month of February was paid, so February paid to, um, [PII]. So then if they pay March then that'll pay to April. I wanna go on if that makes sense.
[AGENT][NEUTRAL] March, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it's like in arrears, the March pace of February and then.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] It's not in arrears like that's just how we bill so like, like, um, so right now we're billing we just billed for June so when um groups pay their June invoice it'll pay them until July.
[CUSTOMER][NEUTRAL] And then in a couple weeks we're gonna bill for July so then July is gonna pay for August.
[AGENT][NEUTRAL] Oh, OK, so this.
[AGENT][NEUTRAL] But this is, I guess they, I understand our billing, but this, is this different because they're behind?
[CUSTOMER][NEUTRAL] Uh, let me see, we do have their payment, um, it's in suspense.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The 1 28 25 we have his payment and that'll pay him to what?
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] That's 3 months. So yeah, that'll pay him current because that'll be March, April, May, so that'll pay him until uh [PII]. So we do have it, um, that's one of [PII]'s groups, um, so I'll just get with her and ask her to apply it.
[AGENT][NEUTRAL] OK, so let her know that we received it and that pays him up until [PII], so the next payment will be July.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind holding just, oh, I don't know if she's gonna throw me more curveballs. Uh, can you?
[CUSTOMER][NEUTRAL] Yeah, that's fine. I'll hold and I'm, I'm gonna, uh, message [PII] while you, uh, tell her that just in case she needs me again.
[AGENT][NEUTRAL] OK, because if she has any more questions, I'm gonna ask her if she wants to speak to y'all or is that all right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I, I feel like I got it when you explain it, but when she started asking questions, I'm like, well, hold on, that's not what she said. OK, hold on one second, OK?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, so I just checked with group billing. She said, yes, they received the payment. Um, [PII] is going, is getting ready to apply it now and that pays him up until [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is in it was in suspense demo.
[CUSTOMER][NEUTRAL] Oh, there was money in suspense.
[AGENT][NEUTRAL] The 128 25 was in suspense, she said.
[CUSTOMER][NEGATIVE] But if it was only 128 25, that's not enough to pay it to June unless she had more in suspense.
[AGENT][NEUTRAL] Well, I told her to hold just in case you had other questions because I don't, I wanna, you want to speak to group billing.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, let me, can I, am I able to talk to her? Yeah.
[AGENT][NEUTRAL] Sure. OK. Well, her name is [PII]. I told her to hold on just in case.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, hold on one second, OK?
[CUSTOMER][NEUTRAL] OK. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she does want to, she has more questions. She said, well, that's not enough for all those months unless she had more suspense. So is it OK if I give her to you?
[CUSTOMER][NEUTRAL] Yeah, I'll talk to her. What's her name?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK, yeah, I will, uh, uh, yeah, I'll talk to him.
[AGENT][NEUTRAL] Thank you. OK, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][POSITIVE] All right. I have [PII] on the line with group billing and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is