AccountId: 011433970860
ContactId: 86ab9bfa-d3e8-4bc5-bcf8-723d14288b03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 678780 ms
Total Talk Time (AGENT): 336687 ms
Total Talk Time (CUSTOMER): 282487 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/86ab9bfa-d3e8-4bc5-bcf8-723d14288b03_20250220T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][NEUTRAL] Doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm so glad it's Thursday.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I hear that.
[CUSTOMER][POSITIVE] I'm so glad it's first.
[AGENT][NEUTRAL] Almost Friday. Almost Friday.
[CUSTOMER][POSITIVE] Oh, even better. Yay for you, [PII].
[CUSTOMER][NEUTRAL] Well, I have an insured on the line. He's called several times. Um, it's on policy 215.
[CUSTOMER][POSITIVE] 0345 M. [PII], very nice lady.
[CUSTOMER][NEUTRAL] Um, she's calling because we've been deducting premium out of her disability payments.
[CUSTOMER][NEUTRAL] And she's on
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She's on a group plan.
[CUSTOMER][NEGATIVE] And she's not been refunded anywhere I mean she's pay it's been payroll deducted and then she's having it directed.
[CUSTOMER][NEUTRAL] Uh, taken out of her benefits.
[CUSTOMER][NEUTRAL] For the last 2 months, for sure.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, uh, I have no idea what to do with that one.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] They wouldn't, right? Me either. So we didn't take it out and when she was out.
[CUSTOMER][NEUTRAL] Uh, that's, that's no claim. sorry, I will hit the wrong button.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, we've taken it out both times for this most recent for 2 payments.
[CUSTOMER][NEUTRAL] On this on this claim.
[AGENT][NEUTRAL] Well, it does say in a previous note that she would get refunded once we receive reimbursement. So.
[CUSTOMER][NEUTRAL] Yeah, and I don't really know why that came where that came from and then I see where I talked to her and I don't know what was going on that day, but I just kind of see where I kind of followed suit on that so I don't really and based on I read off the notes that are on this policy, I don't know why I would have told her that first off, but anyhow.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I mean, I don't know why I would have just read that other note and followed on.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, I guess.
[CUSTOMER][NEUTRAL] And say, well, that was a year ago.
[AGENT][NEUTRAL] Let me look at.
[AGENT][NEUTRAL] Gonna pull the claim up claim documents for that latest claim.
[CUSTOMER][NEUTRAL] OK, are they being deducted.
[AGENT][NEUTRAL] Sometimes, um, sometimes the, uh.
[CUSTOMER][NEUTRAL] So we did that last year and billing had to get involved.
[AGENT][NEUTRAL] Yeah and that's what I'm thinking that uh I'm thinking it must be a billing thing, but.
[CUSTOMER][NEUTRAL] But I don't know why.
[AGENT][POSITIVE] I can ask [PII] usually [PII] is really good about putting notes in as to why she.
[AGENT][NEGATIVE] You know, why something was done that doesn't really make sense.
[CUSTOMER][NEUTRAL] Oh wait, what did I do?
[AGENT][NEUTRAL] Because I'm not certain I'm thinking that it might be a billing thing as well because.
[AGENT][NEUTRAL] I think that that's where that comes from when the uh examiner has to do that function.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I, I don't know.
[AGENT][NEUTRAL] And that's her call back there. I might have to reach out and and ask um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, I might have and she's been verified?
[CUSTOMER][POSITIVE] She has. Mhm. She's a really nice lady.
[AGENT][NEUTRAL] OK, because I might.
[AGENT][NEUTRAL] I might need to reach out. I'm thinking that this is gonna be.
[AGENT][NEUTRAL] And it's been done all along, so I'm thinking I'm gonna reach out and ask uh [PII] and then have to, I may just call her back when I have an answer in case I can't get a hold of [PII] right away, but I'm gonna attempt to do that now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes it was.
[CUSTOMER][NEUTRAL] OK, well you're the best, um, can you just, would you let me know what she says on this? I was just looking back to see why we would have ever done that, but I see that when she filed a claim back in [PII], there was also.
[CUSTOMER][NEUTRAL] In early [PII], it was also the same thing there was looks like premium.
[CUSTOMER][NEGATIVE] Was refunded back.
[CUSTOMER][NEUTRAL] February of last year.
[AGENT][NEUTRAL] Yeah, because I see, I see that, and then in March they say premium overpayment 27745 and that was made by uh [PII], I think she, yeah she billing.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah she is, but see I don't even see well I don't know what claim that was on as far as.
[AGENT][NEUTRAL] Yeah, it doesn't say
[CUSTOMER][NEUTRAL] Where that amount come from because it wasn't taken out of her.
[AGENT][NEUTRAL] Well, there's two different ones. There's 277. There's another one in February that was 240 43, so I think.
[CUSTOMER][NEUTRAL] I don't, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And you're looking at last year, right? Not 24, yeah, OK.
[AGENT][NEUTRAL] That that
[AGENT][NEUTRAL] Uh-huh, [PII], yep, mhm.
[CUSTOMER][NEUTRAL] So, yeah, I don't.
[CUSTOMER][NEUTRAL] I, I mean, I, I don't know. I don't know where that amount came from.
[AGENT][NEUTRAL] It looks like [PII], yeah, [PII] had talked to her in [PII] and had transferred her to billing because there was an overpayment on the premium, so um.
[AGENT][NEUTRAL] That's what I see here. So I guess we'll, we'll have you transfer her to me, um, and then I'll do some kind of research and then, um, hopefully be able to direct her to the right plac[PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I told her that there was a possibility, you know, that she might end up having to be transferred again. I've already given her that information but again she's really nice and if you would just let me know since I don't know why we're taking.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEGATIVE] I don't understand that. I even looked at the policy while we when she's on payroll deduction why we would be taking it out of her benefits.
[AGENT][NEUTRAL] Yeah, that would be a
[CUSTOMER][NEGATIVE] I don't understand that.
[AGENT][NEUTRAL] I don't either, but I will definitely try to find out and I'll let you know so what I'll do is once I receive a um a response, I'll just let you know I'll send you a team's message.
[CUSTOMER][POSITIVE] OK. You're so sweet. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Yeah, awesome. Yeah, that'll be fine. OK, [PII], thank you. All right, well, are you ready for Ms. [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I am mhm.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, my name is [PII], and I'm on the claim support team and I understand that you have a question in regards to an overpayment on your premium, um.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so, um, what I'm gonna do is I'm gonna get some information from you if it's OK, and I'm gonna do a little further research. It looks like this might be um the same situation that happened in uh last year in [PII], um.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if you'll allow me a little bit of time I'm gonna reach out and uh get some additional information because I don't wanna keep transferring you um it looks like it could be a billing issue so um if you don't mind I'm gonna um reach out and get some more information then give you a call back if that's OK with you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, that's, that's fine because my payment, um, they, they come out, um.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Yeah, they're payroll deducted.
[CUSTOMER][NEGATIVE] Yeah, payroll deduct. I can't, I can't get the words of my medication. I should have called before I took it. I'm sorry. And that that's what I don't understand. They don't have a problem with it when I'm working, so I don't see what the problem is when I'm off. The money still comes, yeah.
[AGENT][NEUTRAL] Yeah, you're fine
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When you're off
[AGENT][NEUTRAL] Yeah, OK, well let me do a little bit of research here and then I can call you back and the number, uh, best contact number I have for you [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's it.
[AGENT][NEUTRAL] OK, so, um, just give me a little bit of time and I'll give you a call back and and kind of direct you where or you know get some more information on the background, find out what exactly is going on and where we need to, uh, where we need to go with this.
[CUSTOMER][NEUTRAL] OK, yeah, and I, and I don't, I don't know exactly how much my payment was for for February. I, I did receive 3611 and I was trying to figure out did they take premium out of that before they paid me the 3611.
[AGENT][NEUTRAL] It does look like that, yes, so like I said we're looking at a couple of the we've got January and uh I'm sorry, let me go back, not January, let me look at this previous.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, so we have um a, a premium deduction for January and then a premium deduction for February and that total is.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] 25,890.
[AGENT][NEUTRAL] And that again is for January February and then that March benefit that you're speaking of they also deducted um here.
[AGENT][NEUTRAL] And that was the payment that just uh released on [PII] where you got the 3611 they took out 22,190.
[AGENT][NEUTRAL] On that premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So those are the two amounts in question and like I said I'm just gonna um reach out and get some additional information like I said I don't wanna have to keep transferring you and and I would like to know uh the answer too so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I will, um, definitely, yeah, go ahead.
[CUSTOMER][NEUTRAL] Yeah, and, and
[CUSTOMER][NEGATIVE] I have another question too because I'm trying to figure out what do they get their total to send me 3611. Well, it would have been 38 if they took out the deduction because I'm scheduled to return to work on the [PII] and it's only 4 days left in February.
[CUSTOMER][NEGATIVE] It'll be only 4 days left in February, so it's like they charging me $1200. I mean, I know I wasn't supposed to get the full.
[CUSTOMER][NEUTRAL] Month of February, but I don't see where they got those numbers from.
[AGENT][NEUTRAL] Yeah, it looks like it was 21 to 223, so it was 23 days.
[AGENT][NEUTRAL] For February.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And that's where the 3830 it was 383333 less the uh premium that they deducted which came to the 36 1143 and again it was for [PII] of uh in 23 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's right, that's right.
[AGENT][NEUTRAL] That's right? OK.
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEGATIVE] No, ma'am, that'll be it. I, I just wanted to stop taking my money when I'm at home sick cause I really be needing it.
[AGENT][POSITIVE] I understand I understand so let me um let me reach out and get some additional information and I'll call you back shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're welcome, Ms. [PII]. Thank you. Have a great day alright bye bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Bye-bye. You too.