AccountId: 011433970860
ContactId: 7dfdeb4b-51a6-4cc0-a2d9-79bec4da0eee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 774559 ms
Total Talk Time (AGENT): 333705 ms
Total Talk Time (CUSTOMER): 215490 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/2025/03/04/7dfdeb4b-51a6-4cc0-a2d9-79bec4da0eee_20250304T14:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Moro Billing. How may I help you?
[CUSTOMER][NEUTRAL] Good morning Meet. This is [PII] in customer service. I have a group admin, [PII], as well, um, with group number 24351.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They have a billing um concern.
[CUSTOMER][NEUTRAL] Um, they terminated an employee at the beginning of the year.
[CUSTOMER][NEUTRAL] I do see that the policy has lapsed, but um he is still being um listed on their invoice.
[AGENT][NEUTRAL] OK, so you got [PII] on the phone and she's calling on [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, and the policy number um or the insured she's calling you, so I missed his name here.
[CUSTOMER][NEUTRAL] [PII]. Policy number is.
[CUSTOMER][NEUTRAL] 246.
[CUSTOMER][NEUTRAL] 1815.
[AGENT][NEUTRAL] 2461815.
[CUSTOMER][NEUTRAL] Mhm. The policy is canceled already, um, but he's still being listed on their invoice.
[AGENT][NEGATIVE] It cancel effective.
[AGENT][NEUTRAL] I mean, when was it canceled in the system?
[CUSTOMER][NEUTRAL] Um, she said that it was sent to us and we, um, responded back to them notifying it was canceled.
[CUSTOMER][NEUTRAL] I see here the note um [PII].
[CUSTOMER][NEUTRAL] Um, [PII] worked it cancel policy book bookkeeper's request.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're still showing on the invoice?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's weird, but OK, um.
[AGENT][NEUTRAL] You can send her on. um, did you verify everything?
[CUSTOMER][NEUTRAL] Mhm, yes, I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing the policy so I but one with the.
[AGENT][NEUTRAL] OK, um, you can send them on, send her on.
[AGENT][NEGATIVE] That's the issue.
[AGENT][NEUTRAL] Who is, I mean, is.
[AGENT][NEUTRAL] Cause I've got [PII].
[AGENT][NEUTRAL] As our uh contact person.
[CUSTOMER][NEUTRAL] Contact. Yeah, she's not the, the person calling is not the contact.
[AGENT][NEUTRAL] Send her on. I'll see what I can do.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And we'll get him taken care of.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is Male in group billing, um.
[AGENT][NEUTRAL] [PII] said that you had an
[AGENT][NEUTRAL] Question about a bill that somebody y'all had taken someone off and y'all are he's just showing on the invoice, is that correct?
[CUSTOMER][NEUTRAL] Correct. And I'm, I'm looking at the email trail from um [PII] where the termination was processed and he was processed with the wrong termination date.
[CUSTOMER][NEUTRAL] He should have been termed as a [PII], but he they termed him as of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or at least that's what the email says, termination effective date [PII]. His higher date is [PII], so I'm not sure if the representative got confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I mean we have um.
[AGENT][NEUTRAL] What is a good contact, I mean a callback number just in case?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and we have [PII] as our contact person.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is she available? So I mean, I, I really can't discuss anything as far as this unless I got her permission.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she's our main contact.
[CUSTOMER][NEUTRAL] OK, so you need um you need.
[CUSTOMER][NEUTRAL] Permission from the group contact. I'm calling from Benefit Mall. We're the general agent for this group, but I'll go ahead and reply.
[AGENT][NEUTRAL] Oh, OK. Well, I got, OK, so you're from the agent's office. I did not get that part. So I do apologize.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Cause she, she, uh she, I was told you was the admin, so that's the reason why I was, I do apologize. So he was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Affective.
[AGENT][NEUTRAL] He's paid to 122 2025.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEGATIVE] It's not gonna work.
[AGENT][NEUTRAL] And that's for group 243511.
[CUSTOMER][NEUTRAL] And that's for what now?
[AGENT][NEUTRAL] Group number is 24351 and the name of the group is the Ventura Sara.
[CUSTOMER][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] OK. And you're, you're calling on the policy 2461815, Antonio.
[AGENT][NEUTRAL] Vega.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me see what's going on here because I do see he's terminated.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they paid the January premium on him, so they're needing a refund on that?
[CUSTOMER][NEUTRAL] The, the issue is that
[CUSTOMER][NEGATIVE] The termination date is wrong. It should be [PII], and they need a credit applied to the account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I see that. That's, that's what I'm saying there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it looks like they
[AGENT][NEUTRAL] have paid the marching boys.
[AGENT][NEUTRAL] So I can't put the credit on the March invoice, um, we can make a note to put it on the uh the April invoice.
[AGENT][NEUTRAL] But it has to be manually done, so I just just to clarify on that.
[AGENT][NEUTRAL] Or we can send a refund check.
[CUSTOMER][NEUTRAL] Um, one second, let me see what.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] If they hadn't paid it, we could have put it on the march but they just, I mean, it was like they paid it so.
[CUSTOMER][NEUTRAL] We said no, we just said please let us know if you need anything on our end for a refund. I mean you could just apply it to the next invoice and I'll just let them know that it'll be applied.
[AGENT][NEUTRAL] OK, now whenever they, if they, OK now if they look online when the April comes out this is not an automatic thing it has to be done manually so if we forget or it doesn't get done, they can take that refund on there.
[CUSTOMER][NEGATIVE] Instead of sending a refund.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So they can take.
[CUSTOMER][NEUTRAL] So what do you suggest that we do then, that they get the check instead?
[AGENT][NEUTRAL] I'm just letting
[AGENT][NEUTRAL] Oh, I'm, well, we can make a note, but just let them know that it's not when it if they look at it it's not something so once they get that notification saying that that invoice is ready and they go on there and they look at it it's not gonna automatically pop on there is what I'm saying so we have to do that after it's generated.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, the credit has to be um applied after the invoice is generated and it's a manual process is what you're saying?
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am. So just, just so they will be aware of that, that it's not just gonna automatically show.
[CUSTOMER][NEUTRAL] So is there anything
[CUSTOMER][NEUTRAL] OK, so the invoice still won't show the credit for Antonio. It'll be after the April invoice is already generated is what you're saying.
[AGENT][NEUTRAL] Correct, and then we will put it on there on the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So can we do it from March then since March was just generated?
[AGENT][NEUTRAL] Well, the only thing is is they paid March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the reason why I was saying is if they hadn't, I could have put it on there. So, um, but they've already paid March.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] But I will make a notation on here um so we can do that.
[AGENT][NEUTRAL] And, and put it on the April invoice once it's generated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, is there anything else I need then? Can I get a reference number for this call?
[AGENT][NEUTRAL] Oh we don't have reference numbers.
[CUSTOMER][NEUTRAL] OK, but well, the termination date was corrected at [PII], correct?
[AGENT][NEUTRAL] It will be, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. May I have your name then, please?
[AGENT][NEUTRAL] It's male.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go.
[CUSTOMER][NEUTRAL] OK, and the and the I'll just tell them that the credit will be applied on April's invoice since March was already paid.
[AGENT][NEUTRAL] Now what
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It's already paid in full. OK.
[AGENT][NEUTRAL] Correct. Now, his um.
[AGENT][NEUTRAL] His coverage now and I see that they paid the January, so um we'll do that.
[AGENT][POSITIVE] OK. We'll get this taken care of, so I've got it right here in front of me and we will get that done.
[CUSTOMER][NEUTRAL] OK, and what is the credit amount that they're gonna receive?
[AGENT][NEUTRAL] $76.24.
[CUSTOMER][POSITIVE] 7624. OK. All right. Well, thank you for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that was all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.