AccountId: 011433970860
ContactId: 82b1c376-888f-4a50-aca0-9b7d497417ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686979 ms
Total Talk Time (AGENT): 384024 ms
Total Talk Time (CUSTOMER): 230260 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/82b1c376-888f-4a50-aca0-9b7d497417ec_20250320T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you for asking. I have little, little, oh good grief.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Little?
[CUSTOMER][NEGATIVE] I just need to start over today. Nothing is working. My fingers aren't working. My mouth is not working.
[CUSTOMER][NEUTRAL] I'm typing wrong. I'm saying, oh my goodness. Anyway, OK, OK.here. OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This this mall I think she's one is with the agent's office regarding group number 20764.
[CUSTOMER][NEUTRAL] Hat Bert Holdings [PII]'s callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 331.
[CUSTOMER][NEUTRAL] 2558. They have got some discrepancies on their invoice for policy number 259.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5154
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see that policy is paid up to 6125. Do they pay that far in advance with this group?
[AGENT][NEUTRAL] Let me see, it's probably.
[CUSTOMER][NEUTRAL] So she said they've been being charged different amounts and there's a.
[AGENT][NEUTRAL] Let's see.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] Oops.
[AGENT][NEUTRAL] Yeah, so I'll have to, um, they're not gonna be on the, the bill again until June, um.
[CUSTOMER][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.
[AGENT][POSITIVE] All righty. I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right. OK. I can, I can go over that with them. Yeah.
[CUSTOMER][POSITIVE] All right, if you let me get her on the line, I do appreciate you taking care of [PII]. It's good to talk to you, [PII].
[AGENT][NEUTRAL] OK OK.
[AGENT][POSITIVE] Mm. Good to talk to you too, [PII]. Thank you.
[CUSTOMER][NEUTRAL] All right, thanks. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi 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][POSITIVE] OK, thank you so much. I appreciate it. Thank you, [PII]. Take care. Bye-bye. You too. Bye bye.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you doing?
[CUSTOMER][POSITIVE] Good. How are you, [PII]?
[AGENT][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][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, alright, so, 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 where it looks like we billed multiple charges, is that right?
[CUSTOMER][NEUTRAL] Yeah, because they're sending me the bill for this group which is Hatford Holdings. Uh, the group number is 20764, and there is a discrepancy between the February invoice and the March invoice, which in the [PII] they only charged one time for $70.30 which is what we have in our system for her monthly premium, but then in the in the March invoice they charged us or you guys charged.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3 times for her for the amount of 4687.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so let's go, it looks like our premium changed from $70.30 to $46.87. Let me look at the policy notes and see what that changes for.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, OK. So that was um an error, um.
[AGENT][NEUTRAL] We had to get it changed. There was, um, it's because of the age at issue we honor the age at issue, um, and so we had to get that corrected. So her age at issue, let's see, was [PII], and so we have her premium, uh, her monthly premium is 4687, so that's why we corrected that from [PII]/30.
[CUSTOMER][NEUTRAL] OK, so her age banded.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. She would stay at that age at, at initial issue, which was [PII].
[CUSTOMER][NEUTRAL] OK, so hold on one second, let me see if I I'm understanding this correctly. So the premium changed from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7030.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] [PII], how much? I'm sorry?
[AGENT][NEUTRAL] 4687.
[CUSTOMER][NEUTRAL] 4687. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and this is because of her age, correct?
[AGENT][NEUTRAL] Right, right. It issued incorrectly um when the policy issued and so we had to get that corrected um since it's age banded.
[AGENT][NEUTRAL] So her correct premium is 4687.
[AGENT][NEUTRAL] And then when you're ready we'll go we'll look at the duplicate charges just let me know when you're ready.
[CUSTOMER][POSITIVE] OK perfect no I, I already made the note um OK so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a question though because since I'm not really sure when she was enrolled but she was paying an overage because obviously from 46 to 70 there is a discrepancy amount so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She should have uh
[CUSTOMER][NEUTRAL] Kind of like a balance on her favor.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so I'm looking here, so.
[AGENT][NEUTRAL] Looks like, let me get her previous policy pulled up. It looks like there was a plan change. Hang on just a second and let me get her previous policy pulled up so that I can look at both of them.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Just taking a minute. I'm sorry.
[CUSTOMER][NEUTRAL] And that was the policy that was written for the 70/30 correct?
[AGENT][NEUTRAL] Um, so it was actually the 6348. I got it pulled up now, so, um, it looks like, let me look at the notes and see what changed, um.
[AGENT][NEUTRAL] It looks like there was a benefit change, um, or no, let's see like a plan change. I'm wondering if it might have been like due to like um a renewal or something. um I can look more at the group notes and see what changed, um, but so her policy changed at [PII]nuary 1, 2025, um, and so that's why a new policy was issued and so this new policy issued at 70/30 incorrectly, um, because we're still gonna go by her age.
[AGENT][NEUTRAL] So we, that's why we changed it to 4687. So, um, she did, they did pay on the previous policy they had already paid January and February, and on this new policy we billed again for January and February, so they are overpaid and it looks like we did credit on the March invoice that just got paid yesterday. Let me take a look and see how much was credited.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like we credited $46.86 but we have more because this policy is still paid ahead. Let me see, so that was just one month.
[CUSTOMER][NEUTRAL] You recorded
[CUSTOMER][NEUTRAL] You credited $46.87.
[AGENT][NEUTRAL] Yes, so let me see. So, and that was just for the initial overpayment um from the previous policy, but it looks like we still have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, the policy is paid to 61, so we can either leave the policy as it is and she will not appear on the bill until the June bill, or I can go ahead and issue a refund now and it will be for 2 months of premium.
[AGENT][NEUTRAL] So it'll be for.
[CUSTOMER][NEUTRAL] OK, hold on a second, so she can be paid off up to 61 or we can.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And that's after the credit they already took. We already gave them um a credit of 4686, but they have this additional 9374 since the policy was paid, since we.
[CUSTOMER][NEUTRAL] Request to.
[AGENT][NEUTRAL] Since we billed for January and February again after they already paid it, um, we either owe those two months back or, you know, if they choose, they can leave it as is and then she just won't appear on the bill again until the June bill.
[CUSTOMER][NEUTRAL] Um, you know what?
[CUSTOMER][NEUTRAL] I think I'm just gonna leave it like that. Um, I'm just gonna say that she stayed up until 61.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I like I can place a note too, um, just in case anybody, you know, calls in or looks at it again, um, but, but yeah, um, and if if they're wondering, you know, if why she's not on the next bill that's gonna be the reason is because she's already paid to 6 months, so you know she doesn't have any premium due until June.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] And that's just because of that overpayment from where we double billed January and February by error.
[CUSTOMER][NEUTRAL] So she won't show on the on the bill until July, right?
[AGENT][NEUTRAL] Uh, until the June bill because she's paid the 61, so she'll be on the June bill.
[CUSTOMER][POSITIVE] OK, perfect. Uh awesome and would you happen to have a reference number for this conversation?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't, but I'm gonna make sure that I leave notes, um, at the group on the group, and I'll also leave notes on her policy as well just explaining, you know, why it's paid so far ahead and why she won't be on the bill.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, Lily. Is there anything else I can help you with? Do you have any other questions?
[CUSTOMER][POSITIVE] Uh, no, I think that actually covers it for me. Thank you very much.
[AGENT][POSITIVE] OK. You're very welcome. Well, if you need anything else just give us a call, OK?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] No problem. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.