AccountId: 011433970860
ContactId: 7cc6d125-8fbd-4e7b-ae45-07cb98b1e50c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 924549 ms
Total Talk Time (AGENT): 208766 ms
Total Talk Time (CUSTOMER): 396669 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7cc6d125-8fbd-4e7b-ae45-07cb98b1e50c_20250610T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], uh, from Rosa Gynecology at Peachtree City OBGYN.
[CUSTOMER][NEUTRAL] Um, I have this is my 3rd month in a row calling regarding um.
[CUSTOMER][NEUTRAL] Um, I'm, I'm paying the um.
[CUSTOMER][NEUTRAL] Policy, um, and I was dropped. I worked here and I was dropped from the policy because of um.
[CUSTOMER][NEUTRAL] It was a 20 year term policy.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And y'all dropped, but I reinstated it and I've been paying the monthly payment through the practice for the past 3 months or 2 months whatever but this is the 3rd month I've called and that when I get the bill my name is still not on the on the invoice and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know what to do.
[CUSTOMER][NEUTRAL] I was wondering if you could look at the group policy for me.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, um, can I get your call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure [PII]. My extension is [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number or the group number?
[AGENT][NEUTRAL] Um, are you calling on behalf of your policy or the group invoices?
[CUSTOMER][NEUTRAL] Well, well, it's the group because it y'all were supposed to add my name back to the to the group policy.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] 10811.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can I get you to verify the address of the employer and your email?
[CUSTOMER][NEUTRAL] Sure, uh, [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your name isn't on any of the invoices?
[CUSTOMER][NEUTRAL] Well, um, not, not these, but the last one it was on, I think was let me see if I've got it here, March, probably March or April.
[CUSTOMER][NEUTRAL] It was in there in Mar uh April, no [PII], I think probably was the last one.
[CUSTOMER][NEUTRAL] For February because the premium period was for February but the um the invoice um.
[CUSTOMER][NEUTRAL] Effective date was oh that's an effective date. I'm sorry [PII] so.
[AGENT][NEUTRAL] OK, I mean, look.
[CUSTOMER][NEUTRAL] So I think first is whenever the it was a 20 term policy, I mean a 20 year term policy.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, and the 20 year term policy is your personal policy?
[CUSTOMER][NEUTRAL] Yes, through the practice.
[AGENT][NEUTRAL] OK. Can I go ahead and get that policy number and I'll check it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is it policy certification?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it looks like it's 00611161.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's look into it.
[AGENT][NEUTRAL] All right, let me look.
[AGENT][NEUTRAL] Alright, let me put you on a brief hold while I talk to someone in billing, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a [PII] on the line. Uh, she is a group admin, but she is also, but she is calling on behalf of her own policy, um.
[AGENT][NEUTRAL] She's showing she's looking at their invoices and she's not showing her name on the invoices, but I looked on her policy and she is mode of payment one would that still be she'd still be able to see her name on the invoices correct if she's still getting billed through the group?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, what's the um what's the group number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] The group number is 10811.
[CUSTOMER][NEUTRAL] What invoice is she referring to?
[AGENT][NEUTRAL] She said she hasn't been on the invoices since March or April.
[AGENT][NEUTRAL] But she's still getting the premiums coming out.
[CUSTOMER][NEUTRAL] Um, well, we haven't even built the group April.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she was on the March invoice.
[AGENT][NEUTRAL] She was on the March invoice? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But we haven't billed for April.
[CUSTOMER][NEUTRAL] They must be in um.
[CUSTOMER][NEUTRAL] Renewal.
[CUSTOMER][NEUTRAL] Um, let me look at this a little bit further. Hang on one second.
[AGENT][NEUTRAL] Yeah, yeah, and I didn't, I don't see it as in renewal, but I don't know.
[CUSTOMER][NEUTRAL] 1811.
[CUSTOMER][NEUTRAL] Come on here.
[AGENT][NEUTRAL] And I don't know how to see the invoices since we can't use the new OSC.
[CUSTOMER][NEUTRAL] You can pull it up in on base.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, but also on BKPHI it shows you.
[CUSTOMER][NEUTRAL] The invoice numbers and what dates it's for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Why is my computer? Why is this being slow? Come on now.
[AGENT][NEUTRAL] Yeah, I'm still fairly new, so I'm trying to figure out if it's not the way that I know how to do it, I don't know the other ways on how to do it yet.
[CUSTOMER][NEUTRAL] Computer, computer, computer, come on.
[CUSTOMER][NEGATIVE] Both of my screens are frozen. Let's exit out and try this again.
[CUSTOMER][NEGATIVE] Why is my line even gonna work?
[AGENT][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] So in on base do I go to custom queries and then um.
[CUSTOMER][NEUTRAL] No, you can just go to retrieval.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And you'll click um you'll do um APL dash billing and collection.
[CUSTOMER][NEUTRAL] And then click on billing invoices and that's where you'll put in the group number.
[AGENT][NEUTRAL] OK, all I have is ATL-1099.
[CUSTOMER][NEUTRAL] 0.
[AGENT][NEUTRAL] Maybe it's, maybe it's because I'm in care team.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] You should be able to pull invoices but um.
[CUSTOMER][POSITIVE] OK, I was able to get a line pulled up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Why have they not billed for?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And what in the world is going on with this group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] too.
[AGENT][NEUTRAL] I was finally able to pull up an invoice, but it was it's only showing one person.
[CUSTOMER][NEUTRAL] Yeah, something's going on with this group and so.
[AGENT][NEUTRAL] I'm not crazy.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] This is probably gonna be something that needs to be researched because something's weird going on with this group.
[CUSTOMER][NEUTRAL] Oh, I like Amber, OK.
[AGENT][NEUTRAL] And would that go to billing or would it go to claims if I put in a hub request?
[CUSTOMER][NEUTRAL] I mean, is she initially asking about a claim?
[AGENT][NEUTRAL] Oh no, I guess it would be billing um I just couldn't remember where the, I think I've only ever used claims research, so I didn't know if billing had one too.
[CUSTOMER][NEUTRAL] Yeah, for, yeah, um, uh, OK, I, I, I don't know what's going on with this group. Yeah, this, um, send a hub request because, um, this, this group needs to be looked at because.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's not a um
[CUSTOMER][NEUTRAL] There's not a future lapse date on the lady's policy.
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Something's working to get premium rolling correctly.
[CUSTOMER][NEUTRAL] OK, so there was a future lapse they called insured called about policy lapse laps due to age out, but insured would like to keep policy. OK, so this might actually be a customer service issue.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so according to the notes on the policy.
[CUSTOMER][NEUTRAL] Her life policy is expired and explained that a letter was sent with this info. She hasn't gotten it yet, but we do have the correct address. Did you want more info on continue transfer to [PII] customer service. So this, so her policy.
[CUSTOMER][NEUTRAL] I don't know why it's still active um or actually let's see.
[AGENT][NEUTRAL] Yeah, she kept saying she kept getting kicking, kicked out of it and um she wanted to keep it.
[AGENT][NEUTRAL] But I wasn't able to see, she's saying she's still getting paid for it or still paying for it.
[CUSTOMER][NEUTRAL] Yeah this is gonna be this is gonna be a customer er well this is gonna be a customer service issue, um, because if she's wanting to continue it on her own, um, it'll need to come off of the group deal, um, so that she won't be able to pay it with at the group level, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I, I would recommend getting customer service on the phone because um.
[CUSTOMER][NEUTRAL] I'm not seeing
[CUSTOMER][NEUTRAL] I'm not seeing who actually reactivated the policy, um.
[AGENT][NEUTRAL] OK. Yeah, I think I have to put in a hub request because I don't think we're allowed to, to call them, um, but I can put in a hub request for it.
[CUSTOMER][POSITIVE] But customer service has been.
[CUSTOMER][NEUTRAL] Yeah and in the meantime I'm gonna try to figure out what's going on and why it's how how it's still active at the moment.
[AGENT][NEUTRAL] Alright, so do you want me to transfer her or just let her know that we'll call her back?
[CUSTOMER][NEUTRAL] Um, but yeah, I.
[CUSTOMER][NEGATIVE] Yes, customer service is gonna end up having to call her back because.
[CUSTOMER][NEUTRAL] If she's wanting because according to the notes the policy cannot be active at the group level.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From what I'm reading on the notes.
[AGENT][NEUTRAL] OK, um, so I will just, um, put in the hub request and have her, um, expect a call back. I don't need to transfer her to you, correct?
[CUSTOMER][NEGATIVE] No, ma'am, because there's nothing I can do for her.
[AGENT][POSITIVE] OK, that's OK um thank you for helping me with that. I'll let her know.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][POSITIVE] All right, thank you, bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And it looks like I'm gonna need to have someone from customer service call you back, um, because I can't see everything on why you got reinstated and what you need to do. Um, I was unable to look up the invoices to see, um, so I'm gonna have someone from customer service call you back so that you can continue your policy, OK?
[CUSTOMER][NEUTRAL] So it's not been continued after they've told me it was?
[AGENT][NEGATIVE] Oh, no, it is continued, but I'm not able to see why you're not, why you're having the issues that you're having.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and you've got the [PII] correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK