AccountId: 011433970860
ContactId: 810313bc-a4b4-480a-84b7-18cc58a7faad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540239 ms
Total Talk Time (AGENT): 226327 ms
Total Talk Time (CUSTOMER): 270318 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/810313bc-a4b4-480a-84b7-18cc58a7faad_20250320T15:52_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] Hey, good morning, [PII]. My name is [PII]. I'm calling you with Benefit Mall DBA Sansone. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I am good. I'm calling you in reference to group number 20764.
[AGENT][NEUTRAL] And [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Let me just get that group pulled up. How are you doing today?
[CUSTOMER][POSITIVE] Good good good.
[AGENT][POSITIVE] Good. It's getting close to Friday.
[CUSTOMER][POSITIVE] I know it can't wait.
[CUSTOMER][POSITIVE] How about you? Are you excited?
[AGENT][POSITIVE] I'm so excited
[CUSTOMER][POSITIVE] Yeah, that's awesome. Have big plans?
[AGENT][POSITIVE] No, no, I know. I think that's why I'm so excited.
[CUSTOMER][NEUTRAL] I'm gonna go home on Netflix and chill.
[AGENT][POSITIVE] That's right. It's, uh, it's gonna be a good chill binge weekend. It's kind of gotten chilly here again and gonna be rainy on Sunday, so, yup, I'm just, I'm gonna have a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I hear you. Are you watching anything exciting?
[AGENT][NEUTRAL] You know, I have so many things I'm I've got so many series I'm watching. I'm, I think I'm just gonna sit down and
[AGENT][NEUTRAL] Finish them all. I don't know.
[AGENT][NEUTRAL] I've got new seasons of the Lincoln Lawyer, you know, go ahead.
[CUSTOMER][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] My husband and I have
[CUSTOMER][POSITIVE] Oh, the Lincoln Warrior. I, I actually saw it the other day and I wasn't sure if it was any good, because the movie was so amazing.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Yeah, it was good.
[CUSTOMER][POSITIVE] That's cool. That's cool, that's cool.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Uh, we got Night Agent, um, that's a good one.
[CUSTOMER][NEUTRAL] OK, OK, OK, I saw the other day come up and I wasn't sure either.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] And they've got a new season of uh oh my gosh, what Sweet Magnolias and Virgin River and
[CUSTOMER][NEUTRAL] I just finished up that one, but I almost thought that they were kind of like wrapping it up.
[AGENT][NEUTRAL] I haven't
[CUSTOMER][NEUTRAL] But I'm not sure. I'm on the fence on that one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, well, I, I saw there was a new season on I haven't watched the new season yet, so.
[AGENT][POSITIVE] Anyway, I'm ready, I'm ready to sit down and watch it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I hear you. I hear you. I hear you, I hear you.
[AGENT][NEUTRAL] And [PII], you said that claim, that group number 20764, right?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes ma'am, it's for Hatford Holdings Incorporated.
[AGENT][NEUTRAL] Mhm. And can we verify their address just to make sure we have it correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Absolutely, um, let me go back in here.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] All right, thank you. All right. How can I help you with Hatford Holdings?
[CUSTOMER][NEUTRAL] OK, so this group has one specific question about member [PII], and I have your social security number. It's [PII].
[AGENT][NEUTRAL] I can get them pulled up.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And they want to know what is her total monthly final absolute monthly rate for you guys.
[AGENT][NEUTRAL] The premium.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I think we see.
[AGENT][NEUTRAL] Let's see, what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, what I need to do, let me get you to our billing department, um, is there a discrepancy on her premium or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I think uh based on what I'm seeing here, they're trying to figure out.
[CUSTOMER][NEUTRAL] Based on her.
[CUSTOMER][NEUTRAL] On the bill that they received for February, um, the billing situation. Because there is one bill that they received for March, that is 4687.
[CUSTOMER][NEGATIVE] 2 times. So they charged them almost $90 for her, a little bit over $90.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the month of February, they charged $70.30 for her. But then when we look, when we look at the actual list of
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Coverage premium we have in our record that it should be $70.30. So we're trying to figure out what is the discrepancy for the month of March.
[AGENT][POSITIVE] For March, right, if you don't mind holding just one moment, let me get a representative in our billing department to assist you and it's been such a pleasure if you don't mind holding for the transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. So good to talk to you, [PII]. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, don't worry. Thank you.
[AGENT][NEUTRAL] You have given
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII] I'm good how are you?
[AGENT][POSITIVE] I'm doing good, thank you for asking. I have little, little, oh, good grief.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] I just need to start over today. Nothing is working. My fingers aren't working. My mouth is not working.
[CUSTOMER][NEUTRAL] Little?
[AGENT][NEUTRAL] I'm typing wrong, I'm saying, oh my good[PII]. Anyway, OK, OK, breathe. OK, [PII] Cup it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With benefit mall I think she's one is with the agent's office regarding group number 20764.
[AGENT][NEUTRAL] Hatt Holdings. [PII]'s callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 2558. They have got some discrepancies on their invoice for policy number 259.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5154.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You see the policy is paid up to 6125. Do they pay that far in advance with this group?
[CUSTOMER][NEUTRAL] Let me see it's probably.
[AGENT][NEUTRAL] So she said they've been being charged different amounts and there's a
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, it's because, um, looks like a new policy must have been issued for this one, so this one is the 4000 plan, let me see, let me check the old one so money was paid on the old policy and moved over to the new policy so they, they changed, uh, they must have changed a benefit or something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so we moved that premium that they already paid over but for some reason it was also sub billed so they paid January and February twice and so it looks like that's why they're paid so far ahead um.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Yeah, so I'll have to, um, they're not gonna be on the the bill again until June um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So that's what they're, I think that's what she's, they're wanting to know because she said on the January bill, I believe they were charged 4687 twice and then the next bill or something it was 70 and they just wanna know what her premium is to see what's going on.
[CUSTOMER][POSITIVE] Alrighty, I can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right. OK. I can, I can go over that with them, yeah.
[AGENT][POSITIVE] All right. If you'll let me get her on the line, I do appreciate you taking care of [PII]. It's good to talk to you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mm. Good to talk to you too, [PII]. Thank you.
[AGENT][NEUTRAL] All right, thanks. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII], I have um [PII] on the line in our billing department. I just, I described what was going on, so she's um is looking that up for you and we'll be happy to assist you further.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you doing? Good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, I'm doing well, thank you. Um, so let me look here now. [PII] gave me your group information and also the policy that you're calling about. Let me just confirm that I have the right policy pulled up. Um, it's for [PII].
[CUSTOMER][NEUTRAL] [PII], yes. OK. [PII], OK, so let me see, and so she was she said that you wanted to confirm the correct rate and then as well as go over um a couple of bills.