AccountId: 011433970860
ContactId: 88490af1-76a5-440d-8dc2-563c1a3b98bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347260 ms
Total Talk Time (AGENT): 87268 ms
Total Talk Time (CUSTOMER): 184749 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/88490af1-76a5-440d-8dc2-563c1a3b98bf_20250106T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] I've got um Ms. [PII] on the phone. She is the contact person for group number 26064.
[CUSTOMER][NEUTRAL] And she has called because she has some discrepancies in her invoice with an insured and she needs help.
[AGENT][NEUTRAL] OK, you said her name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good day.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Hello.
[AGENT][NEUTRAL] Hi, so I understand that you um had some questions about your bill, um, there may be a discrepancy or two. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I just want yeah because I noticed when I received the invoice that um one of the employees wasn't included for some reason so I I went ahead and like manually added I haven't submitted the invoice yet but I just wanna make sure I'm doing it right and also I wanna know why he was not included. I hope he's not canceled or anything.
[AGENT][NEUTRAL] Um let me see, just give me an invoice. Well that is it for the January invoice?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And who is the employee that was not included?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, the policy, do you need the policy number or the name?
[AGENT][NEUTRAL] Uh, you can give me either. The policy number is fine.
[CUSTOMER][NEUTRAL] OK, yeah, the policy is 2404602, it's [PII].
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] It looks like it may be because they it was the status they changed it to pending for some reason um on the command.
[CUSTOMER][NEUTRAL] Oh, so yeah, he in October, in October like when our open enrollment he signed up for, for family and I made the change. I clearly remember but then the other day I'm looking in November in the December invoice I'm looking at the invoice and it still says employee and child so I went ahead and updated it again.
[CUSTOMER][NEUTRAL] And I sent in the extra money in December, so I don't know I guess can someone look into that or or who can assist me to make sure it's not pending because he should have had employee 00 OK OK.
[AGENT][NEUTRAL] It's not pending now. Yeah, it's.
[AGENT][NEUTRAL] It's not pending now.
[CUSTOMER][NEUTRAL] So he's covered, right? I don't, yeah, he's covered. I just wanna make sure I don't want any.
[AGENT][NEUTRAL] But I was saying that maybe, yeah, that may be why he didn't.
[CUSTOMER][NEUTRAL] Oh, OK, so I can manually, um, I entered him manually. I haven't sent the invoice and I put 8412 as the adjustment to include it for January is that and so am I doing it correctly?
[AGENT][NEUTRAL] Yeah, that's that's, um, exactly correct. That's the, the premium that we have now in the system is 8412.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK, perfect. Alright, so there, OK, if there's any issue, I guess you guys can contact me that, but I just wanna make sure I do see him as a listed as my employee like in the employee section, so I just wanna make sure he's not canceled or something. It was strange that it didn't take it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, his policy is active. Yeah, he's actually to January right now, so then say this he'll be paid to February, yeah, but just make sure you, uh, click save changes after you do it, so before you.
[CUSTOMER][POSITIVE] OK, excellent.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, yeah, I don't know what happened I did like the other open enrollment changes I made are there and then I noticed it when I was doing the December billing. I go, oh no, and then he's a little picky so I was like, oh no, I don't want a problem with this file and I right away changed it and added the wife too so I just wanted to make sure I don't know what happened because other bills, I don't know. I didn't even, I have to go back and see because I always thought it was fam that he had, you know, the November bill but.
[CUSTOMER][POSITIVE] Either way I changed it and now I'm going to pay for it like add them in the invoice now so I think it should be good, right?
[AGENT][POSITIVE] Yeah, everything, uh, should go yeah, his policy is active. We have a great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I'm gonna submit this invoice OK perfect thank you so much for your assistance and for looking into it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, no problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, no, thank you, you answered all my questions. I appreciate it.
[AGENT][POSITIVE] Alright, awesome well it's been a pleasure assisting you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.