AccountId: 011433970860
ContactId: 804efbf2-53c2-4ccc-aaf5-dcf3814708a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716090 ms
Total Talk Time (AGENT): 263778 ms
Total Talk Time (CUSTOMER): 251743 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/804efbf2-53c2-4ccc-aaf5-dcf3814708a9_20250512T17:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you today? My name is [PII].
[CUSTOMER][NEUTRAL] And the reason I'm calling is regarding uh invoice for the group. When you're ready let me know please.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, [PII], may I have a good contact number in case we're disconnected and the group number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the group number whenever you're ready.
[CUSTOMER][NEUTRAL] 24, 24, 5.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Take your time. Thank you for your help.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so I have the policy here. I'm sorry, with the group here. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK. It's for ACA Worldwide. The reason I'm calling is this, in this group number in the invoice, there is one participant under the name of [PII], the policy number 2,615,890.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She's been charged 2 times and her name is showing on the invoice 2 times as well.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I'm holding. Has she ever been charged.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she had been shot twice.
[CUSTOMER][NEUTRAL] Do you want me to give you the invoice number?
[AGENT][NEUTRAL] Um, you can, but I'm looking through the, um, I'm looking through her policy now, but you can give me the invoice number as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 638.
[CUSTOMER][NEUTRAL] 793 7.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just for the call, can you verify her date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] You know, I gave you the pol her policy number. I believe it's
[CUSTOMER][NEUTRAL] It's more than enough for the group, no?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And hold on one moment.
[CUSTOMER][NEUTRAL] I asked her what was the effective date and has she been billed prior to this.
[CUSTOMER][NEUTRAL] Because her hire date is [PII].
[AGENT][NEUTRAL] Well, first, let's verify the policy. Is [PII] available?
[CUSTOMER][NEUTRAL] No, I'm the agent.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We are, I'm calling on behalf of the agent, the agent of this group.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] is the one in in charge for them but not the agent.
[AGENT][NEUTRAL] Right, I just wasn't sure who I was speaking with, so I need, needed to verify, but I get it.
[CUSTOMER][NEUTRAL] And she's the one sending us.
[CUSTOMER][NEUTRAL] Yeah, she's the one sending us the email requesting why her name is showing 2 times and when it's effective.
[AGENT][NEUTRAL] 2 times. OK.
[AGENT][NEUTRAL] This policy has been effective since [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And she's been charged 2 times. Can you verify this, please?
[AGENT][NEUTRAL] Yes, is it alright if I place you on just a brief hold? I'm just pulling up the invoices so I can get caught up.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK, I'm gonna uh ask you for a huge favor if you have the [PII] contact to please answer her her back explaining, clarifying, uh, why her name is showing twice and you're gonna eliminate it for the following, uh, invoice please if necessary.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, I understand. Yes, I understand what's needed. I just mentioned [PII] because your name wasn't on here, but you're calling with the with the agent, so that makes sense now. So hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me go to Guru.
[AGENT][NEUTRAL] Oh, I know they changed the name of that 10 God.
[AGENT][POSITIVE] It was perfect.
[AGENT][NEUTRAL] Now we got to find the cards.
[AGENT][NEUTRAL] All I had to put was billing discrepancies and it came right up.
[AGENT][NEGATIVE] Golly, it's frustrating group.
[AGENT][NEUTRAL] Let's do that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What is the invoice number.
[AGENT][NEUTRAL] 6387937.
[AGENT][NEUTRAL] It is [PII].
[AGENT][POSITIVE] I don't know enough about this to be doing that. That's good.
[AGENT][NEUTRAL] What now? This is crazy.
[AGENT][NEUTRAL] Employees enrollment, OK, she's been, wait a minute.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She was enrolled [PII]. OK. Employees enrollment was received after the month [PII].
[AGENT][NEUTRAL] This needs to go to group billing. I don't know. This is research.
[AGENT][NEUTRAL] Now, group really can probably look at this, give them the answer and be off the phone.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I don't know. I don't even know what I'm looking at. Was she not billed in?
[AGENT][NEUTRAL] April, I mean, was she not on the April invoice? I don't know.
[AGENT][NEGATIVE] Why are we doing this? This is not level one.
[AGENT][NEUTRAL] She's the only one that was billed for what is that?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What does mode S mean? Why, why are we doing this? What does modes mean?
[AGENT][NEGATIVE] Supplemental bill. I have no idea how to help this lady because I don't know what I'm looking at.
[AGENT][NEUTRAL] Because I'm not group billing.
[AGENT][NEUTRAL] And what does guru say?
[AGENT][NEUTRAL] Nothing.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] So what?
[AGENT][NEUTRAL] The April bill was already.
[AGENT][NEUTRAL] Out
[AGENT][NEUTRAL] So we billed when she enrolled, so she had to pay for April and May. I'm gonna say I think that's what it is, but let me call billing just to make sure because.
[CUSTOMER][NEUTRAL] Deferring
[AGENT][NEUTRAL] I'm not them.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Thank you for calling ATS. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey, I was humming to the whole music. How you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm good. Um, can you look at this invoice with me?
[CUSTOMER][NEUTRAL] I'm good. Um, can you look at this invoice with me? Yeah, I have.
[AGENT][NEUTRAL] I have an agent on the line.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] Um, 242-45.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] 2424
[AGENT][NEUTRAL] And is the, which invoice is this?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May
[CUSTOMER][NEUTRAL] OK, what's up?
[AGENT][NEUTRAL] So they're wanting to know why [PII] was charged twice.
[CUSTOMER][NEUTRAL] So they're wanting to know why [PII] was right.
[AGENT][NEUTRAL] Is it because she enrolled on [PII] and April was already built?
[CUSTOMER][NEUTRAL] Is it because she enrolled on [PII] and April was already? Yeah, uh, that's probably what it is. Yeah, that's probably what it is. Uh, if she has an activation date that's April, then yeah, she'll have to pay April and May.
[AGENT][POSITIVE] That's it. I did right.
[AGENT][NEUTRAL] OK, that's what it is.
[CUSTOMER][NEUTRAL] Um, let me see. OK.
[CUSTOMER][NEUTRAL] Let me make sure she wasn't on the one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's, that's what it is.
[AGENT][NEUTRAL] OK, I was like, I don't know what I'm looking at, but I think that's what it says.
[CUSTOMER][NEUTRAL] Look at you, you might as well be billing them.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, that's exactly the reason.
[AGENT][POSITIVE] All right, well, I'll let them know. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Bye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hm. Hey, you're back.
[AGENT][POSITIVE] Hey, thank you so much for holding. I'm sorry for that wait. I had called over to group billing just to
[CUSTOMER][NEUTRAL] No, no, no, no, big. Yeah, tell me, my dear.
[AGENT][NEUTRAL] Well, thank you. All right, so she was charged for April and May because she enrolled on [PII], but the April bill had already been billed. So she, that's why she's the only one that has April and May, because the April bill had already came out.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. So you're gonna go ahead and answer [PII], right?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Oh, well, I never saw anything from [PII]. Her name is just listed on the policy and, and it just wasn't [PII], so I was asking who is [PII], but she said something as well.
[CUSTOMER][NEUTRAL] OK, oh, OK, you know what I'm gonna ask.
[CUSTOMER][NEUTRAL] OK, I'm gonna ask you a little favor. Can you send an email uh to [PII]?
[CUSTOMER][NEUTRAL] Just, uh, you know, clarifying that so I can go ahead and forward it and explain to [PII].
[CUSTOMER][NEUTRAL] To let her explain to [PII] the, the reason, OK, because they're both panicking.
[AGENT][NEUTRAL] Yeah, so just, just basically just a little synopsis of what why the bill is like that.
[CUSTOMER][NEUTRAL] Yeah, so please can you just send it to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, and we have that email here, so I can go ahead and email it to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help and have a great week.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] No, thank you for today.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] Waiting on your confirmation. Thank you bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.