AccountId: 011433970860
ContactId: 81f1616c-a6c4-4084-b8df-b83e3ef0b6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 576330 ms
Total Talk Time (AGENT): 381968 ms
Total Talk Time (CUSTOMER): 168913 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/81f1616c-a6c4-4084-b8df-b83e3ef0b6e6_20250219T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, can I please have [PII], please?
[AGENT][NEUTRAL] Um, [PII], let me see, uh, may I ask who's calling?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's [PII] from [PII].
[AGENT][NEUTRAL] OK [PII] um it looks like [PII] is out I think she's on lunch um she hasn't made it back yet. Can I take a message for her? Is there anything I can help you with?
[CUSTOMER][NEUTRAL] OK, can you pull, are you in billing?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you pull um Mr. [PII] for me?
[CUSTOMER][NEUTRAL] Um, the group number is, hold on, let me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][NEUTRAL] What the heck is it? OK, so, oh, there it is. OK, um, document. I'm sorry.
[AGENT][NEUTRAL] Let me see, I can look it up. No, you're fine.
[CUSTOMER][NEUTRAL] OK, so the group number is 26773.
[AGENT][NEUTRAL] You said Mr. [PII].
[AGENT][NEUTRAL] 267-73. OK, [PII], yes, I've got the group pulled up um so what what can I help you with?
[CUSTOMER][NEUTRAL] OK, so we're trying to figure out what the group did here because they were with their their start date was [PII]. Is that what you show as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, [PII] mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so then if you look at the December invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She took, or somebody took, for [PII], who is now deceased, she took a credit of $119 indicating she was taking it for December and November.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, right, let me see.
[CUSTOMER][NEUTRAL] But she wasn't with you guys in November. She was with a different company.
[AGENT][NEUTRAL] Hang on, I'm gonna pull it up. Yes, [PII], yeah, she put November on here. Um, let me pull the policy up real quick because um.
[CUSTOMER][NEGATIVE] I'm surprised you guys didn't catch that because it looks like she underpaid the policy itself, the whole thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the invoice is still um it's still under submitted it hasn't fully posted yet but let me see, he's got so it looks like she took the credit on the accident, yeah and we haven't.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] On both of them. You took it on both of them.
[AGENT][NEUTRAL] Yeah, I see that accident and Medli yeah so we need to fix that.
[CUSTOMER][NEUTRAL] And then if you look at January, in January she took credit again.
[AGENT][NEUTRAL] Let me see, yeah, they've got an EFT scheduled. It looks like it's not processed, um.
[AGENT][NEUTRAL] OK, wait, no, that was for February let me see, January already posted yeah, January they just removed them off of the invoice so they didn't pay January um, December is the one that's still it hasn't fully posted yet. Let me go look at their payment um because it shows that it was submitted by check so let me pull up a payment for them.
[CUSTOMER][NEUTRAL] Sometimes
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] And just so you know, they're, they're now, they're now trying to pay it so that accident claims can be paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm trying to figure out what do they need to pay.
[AGENT][POSITIVE] Yeah, let me see what this is we've got one outstanding here.
[CUSTOMER][NEUTRAL] And can they have accident and not that?
[AGENT][NEUTRAL] Can they what now?
[CUSTOMER][NEUTRAL] Can they have accident and not gas?
[AGENT][NEUTRAL] You mean for the whole group or for an individual?
[CUSTOMER][NEUTRAL] No, for him, for him, yeah.
[AGENT][NEUTRAL] For him, um, I think, I think they can, um, I might need to check on that for you just to make sure, um, but let me look. I got the check pulled up here. Let me make sure this is December this isn't December, this is, yeah it is, so they sent a check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, not.
[AGENT][NEUTRAL] OK, they sent us a check, um, we just received it actually today they put February's invoice number on it, but we don't have anything we don't have a check for for December, so we haven't received anything for December so it looks like they have this in-house to apply to December since that invoice hasn't been paid yet and they've got February scheduled for an EFT.
[AGENT][NEUTRAL] Um, so we were going to apply this to December, but it looks like.
[AGENT][NEUTRAL] We need to get that corrected. Let me see how much they paid. They paid 13,35357, so they, so I can adjust this bill here to to take that credit off for um [PII]. Let me open it up real quick. So you said he was, he was deceased, right? So we just need to remove him for December.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, no, he was deceased in January.
[AGENT][NEUTRAL] January, OK, so we need to pay for for December, OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So they need to pay for December and January because they wanna get the accident benefit in January.
[AGENT][NEUTRAL] OK, yes, so then we need to charge 2 payments on this December invoice to fix that since they didn't pay January. Let me, let me adjust this real quick.
[AGENT][NEUTRAL] So that'll be 119 for Medlink.
[AGENT][NEUTRAL] For both of those, let's see December and January.
[CUSTOMER][NEUTRAL] But are you saying that, so I'm guessing they don't.
[CUSTOMER][NEUTRAL] You know what? I don't know. Just tell me what they owe for the gap and the um.
[CUSTOMER][NEUTRAL] For the gap and the accident separately.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for just his policy?
[AGENT][NEUTRAL] Or for the whole bill? OK for his policy, let me see, I'm calculating it, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, to cover for December and January for accident, they would owe $40.16.
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] To cover for December and January for the Medin they need to pay 119.
[CUSTOMER][NEUTRAL] OK, 119.
[CUSTOMER][NEUTRAL] And that's for January and December and January 119 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, 119 even.
[AGENT][NEUTRAL] And then December and January for accident is 4016 and so the total will be 159 16 and I've got it adjusted on this invoice on the invoice here let me save it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we have enough actually with this check that that we just received today to cover that um.
[AGENT][NEUTRAL] Let me see it looks like they we've got a note like I said we just got the payment in today um we've got a note on here to actually make a call to the group, um, to go over the payment with them since they have February scheduled for an EFT but you know they put February's invoice on this check so um I think we need to kind of talk through with them how they want us to apply it.
[AGENT][NEUTRAL] Um, and we can let them know that we've adjusted the invoice for [PII] to reflect January and December, so, um, I think we just kind of need to talk with them on how to apply this payment they sent us.
[CUSTOMER][NEUTRAL] And can you also make sure you guys referenced that she tried to take the credit for a month that wasn't yours?
[AGENT][NEUTRAL] Mhm, yes, I'm gonna put a note on here.
[AGENT][POSITIVE] Real quick.
[CUSTOMER][NEGATIVE] I don't understand how you have enough money if she took an over credit.
[AGENT][NEUTRAL] So what she did, it didn't post um the December payment it didn't post because we didn't we didn't get the payment for it we don't have another check um we just got this check today um and it doesn't, you know, it doesn't balance to the invoice, so they paid 13,35357 on this check and with these changes that I just made on December they only owe 13,0044, so it's still the check is still over so.
[AGENT][NEUTRAL] We need to see um to who, you know what the average is for um because they didn't send anything with their check.
[AGENT][NEUTRAL] So we gotta get with them too on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so will somebody clarify with them just the, the whole Oscar stuff too, um, and do you mind having whoever does that get back to me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am, let me see, um, which group is this [PII].
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] I'm just looking up whose group this is. Yes, so, um, we, I'm gonna have [PII] look at this, um, and make sure to reach out to the group, and I'll also get her to confirm too, um, and, and include you on any anything that she sends to them, um, so that we can kind of all be on the same page, um, but I'll, um, pass this along to her as soon as we get off the phone so she can um start taking a look at that.
[CUSTOMER][NEUTRAL] That's right, so.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] OK. Yes, ma'am. You're very welcome. Is there anything I can help you with?
[CUSTOMER][NEUTRAL] Have
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK perfect well thank you for calling APO [PII] and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too sorry my dog have a good one.
[AGENT][POSITIVE] That's OK. Thank you, bye bye.