AccountId: 011433970860
ContactId: 845126e6-c4fd-49d0-98e2-3a2b834ffa21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429089 ms
Total Talk Time (AGENT): 163940 ms
Total Talk Time (CUSTOMER): 269251 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/845126e6-c4fd-49d0-98e2-3a2b834ffa21_20250107T22:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, this is [PII]. How are you doing?
[AGENT][NEUTRAL] Hey [PII]
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Oh, pretty good, um, I, I was reviewing an invoice um with Integra Solutions, and, um, you know they have the group 26696 that's the group number 26696. 1 of the employees um is in the wrong division. I, I see what happened, but I just wanted to give you guys the info and to see if we could just move him. Um, I don't know if you do you can you look at invoices yourself?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The extra one, yeah. Uh-huh. OK.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I can look at yeah I can pull invoices. Yes, who is it?
[CUSTOMER][NEUTRAL] OK, um, his, his name, he's on page.
[CUSTOMER][NEUTRAL] Uh, 9 of 12.
[AGENT][NEUTRAL] OK, let me go.
[CUSTOMER][NEUTRAL] And his name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, um, and, uh, this, let me tell you the date of this invoice I'm looking at here.
[AGENT][NEUTRAL] Oh my gosh, if I can pull a copy of it.
[CUSTOMER][NEUTRAL] This is the one that was.
[CUSTOMER][NEUTRAL] This is dated.
[CUSTOMER][NEUTRAL] I have an invoice. Oh, here it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just one second, I'm trying to get.
[CUSTOMER][NEUTRAL] So it's the [PII] invoice.
[AGENT][NEUTRAL] Let me get right here and hold it.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] You want the invoice number?
[AGENT][NEUTRAL] No, that I don't think that'll, no, I think I've got it. Let me just pull this the one for January. Let's see.
[AGENT][NEUTRAL] On it a different way.
[AGENT][NEUTRAL] Hold on, let's see where's the oh per group perboi, OK, scrolling down.
[CUSTOMER][NEUTRAL] He's on page 9 I think.
[AGENT][NEUTRAL] OK, and this is [PII]. OK, go ahead, yes.
[CUSTOMER][NEUTRAL] Yeah, and you see that um [PII] is on the page that is for IMV corporate where he should be the page prior he should be with the group prior with Greenwich.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With, uh, Greenwich, did you, OK.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Oh yeah, because the one previously had division Greenwich on it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, do I, do I see him in both places?
[AGENT][NEUTRAL] Let me see because.
[CUSTOMER][NEUTRAL] I see him on page 8.
[AGENT][NEUTRAL] Yeah, what does that say? does that one say, hang on, let's see, I am the corporate. So let me look. Oh yeah, he's on IMV corporate, [PII], so that is hang on Medlink.
[AGENT][NEUTRAL] And then up here he is on the little one that says Greenwich for Medlink also 1711.
[AGENT][NEUTRAL] Well, that's weird.
[AGENT][NEUTRAL] Wonder why it shows them in both places.
[AGENT][NEUTRAL] Because he's
[CUSTOMER][NEUTRAL] That is strange.
[AGENT][NEUTRAL] Yeah, let me do some research on that because I don't know why it would show in both places for him. I mean if he's supposed to be.
[CUSTOMER][NEUTRAL] Let me, let me ask their HR director a quick question. Hold on one quick second.
[AGENT][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Yeah, OK, I have, I, I have, um, APL on the phone and we're looking to make the correction, but what I noticed, which I thought was strange and I don't know if you picked up on it or not, the page prior on page 8 with a list of Greenwich people, [PII] is there. [PII]'s there and then um he also shows up on the next page with IMV corporate.
[CUSTOMER][NEUTRAL] I did not pick up on that, so thank you for your sharp eye. Um, yeah, and it's the same bill period because I know sometimes they do like, you know, the couple periods behind, so that is.
[CUSTOMER][NEUTRAL] Now does he have the same, does he have the same, uh, number? I mean, is he recognized as the same person there? Uh, no, he has two because I see policy cert number is different in the 22 different policy cert numbers. I see ID FS 5547 under his Greenwich and then a different ID EB 4307 under I'm the I'm sorry, I'm the corporate.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so it just it looked very unusual. So can you guys can [PII] look into that and just get him um in one place?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yeah, because he sent me billed twice for it, right, because it should just be under the one because, um, yeah, because it looks like the policy numbers are different too, 256-625-9 and 256-63185. So yeah, let me, let me do some research on that because he should just have the one Medlink policy and he's supposed to be at.
[CUSTOMER][NEUTRAL] Yeah, so yeah, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, he looks like he was double I think he was double enrolled.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, for that's what it looks like to me, so he's supposed to be on Greenwich, right, not the INV corporate, OK.
[CUSTOMER][NEUTRAL] Yes, it's yeah, it's supposed to be on, it's uh it's, yeah, it's Greenwich, like Greenwich, Connecticut, and, and, um, and then, um, you notice there's a person with the same last name. I believe that is a relationship that's that's [PII], right?
[AGENT][NEUTRAL] Mhm, yeah, [PII], OK.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, yeah, I, yeah, she's on the same one for [PII], but she's not on the other one, so yeah, OK, yes, let me, um, do some research on this and I'll get it corrected and give you a call back once I have all the email you once I have it corrected.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, another point while we're on the phone is if you look on page 7.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now it hasn't [PII] on there twice, but it's for two different billing periods. I'm just want just kind of bringing this to everybody's attention, right? Yeah, I don't, yeah, I don't know how to pronounce her last name, it starts with an [PII]
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Oh, I do the [PII] or whatever something like that, yes, I see it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For December and January.
[CUSTOMER][NEUTRAL] I'll I'll go with that pronunciation, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, OK, yeah, if you could get that straightened out and if we need to issue a credit um to Integra for that, that would be great.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK perfect we'll we'll get on it. Is there anything else?
[CUSTOMER][NEUTRAL] Now [PII], normally I tell groups to pay the invoice and any credits for adjustments then come in the following.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, invoice that has not been printed. Sometimes if we request a change and an invoice has already been printed, typically carriers don't reprint invoices, they make adjustments on the next invoice that has not been printed. Totally familiar with that and yeah we will continue processing the payment of this no worries OK alright and then you'll look for any for the credit yeah if you could just get back to me and let me know once you get it straightened out so I can communicate with [PII] we'll all be good.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] I sure will.
[CUSTOMER][POSITIVE] OK Thanks for looking out for us. Oh, you're welcome. You guys have a good evening and thank you very much. Take care bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You too thank you bye bye.