AccountId: 011433970860
ContactId: 8905c1e8-9421-438c-98cf-fbd5db0c9a94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 754140 ms
Total Talk Time (AGENT): 335743 ms
Total Talk Time (CUSTOMER): 378807 ms
Interruptions: 11
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8905c1e8-9421-438c-98cf-fbd5db0c9a94_20250207T16:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Mach Meyer Concrete.
[CUSTOMER][NEUTRAL] Um, let me give you my group number is 25639.
[AGENT][NEUTRAL] OK, and are you the group admin, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, really quick, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, and bear with me just a moment what was the name for the group?
[CUSTOMER][NEUTRAL] Ma my concrete.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment, um, OK, and would you mind, uh, verifying the address for the business please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Water Tower Road.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. What can we do for you today, [PII]?
[CUSTOMER][NEUTRAL] OK, so I've got a situation here. I was doing the reconciliation and that is that for quite some time now. I have one of my team members that he has like a duplicate shot. I'm gonna give you the background of the story. He, he entered his own Social Security incorrect in the system.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] And then he fixed it, but by the time I guess that that was fixed, it never, well I never called and fix it on your side, so for quite some time we didn't uh duplicate charge for him. I can give you his um.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] Oh yeah, it's been a while, and I'm like, uh, I keep thinking it was like a, you know, like, oh, sometimes when I do the reconciliation, sometimes I don't want tell me if I want for the previous month. I'm like, but now I'm like, when I started looking, I'm like, oh no, and I see the how he transposed the number, oh my gosh.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, OK, please, yes.
[CUSTOMER][NEUTRAL] I give you his name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is, uh, maybe I should give you both of his policies number here. Uh, because the last name, yeah, it's 226.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0170
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] S or be in 230.
[CUSTOMER][NEUTRAL] 3889.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] And then let me double check this right social security number.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, stop. Mhm. I went back all the way to
[AGENT][NEUTRAL] This was [PII] you said?
[CUSTOMER][NEUTRAL] Yes, [PII], yeah.
[CUSTOMER][NEUTRAL] I went all the way the way back to like the July invoices June they all had that picture and it's just for the hospital in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just for the hospital indemnity, um, but you've been getting duplicate charges since June you said?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did not go far enough, to be honest with you.
[AGENT][POSITIVE] Oh no, oh my goodness, so it could be more than that oh man.
[CUSTOMER][NEUTRAL] Yeah, that's what I
[CUSTOMER][NEUTRAL] It could be, let me, let me, let me, I will, OK, so he started with us in [PII]. He will have been eligible that year. Give me one second. I can tell you exactly as soon as I open.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me see if he had um let me have some information. Let me see because I think we just.
[AGENT][NEUTRAL] I've got this I've got this policy's effective date at uh [PII].
[CUSTOMER][NEUTRAL] OK, that sounds right, yes, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, it should have had back in hospital and then it is fine, fine, fine. But then um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the, like I said, is the Social Security. He transformed the number. So the correct Social Security is the one ending on [PII].
[CUSTOMER][NEGATIVE] The other one should be canceled. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you give me that pol or that uh social one more time? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm it is um let me give you a full social.
[CUSTOMER][NEUTRAL] I come here. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] [PII]. That's the correct one. That's the correct.
[AGENT][NEUTRAL] OK. Let me make sure that that's what we've got for him.
[AGENT][NEUTRAL] [PII]. Yes, OK, so that is what we've got, uh, for the hospital indemnity. Let me go ahead and check the other, oh, he's got 4 policies with us.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEGATIVE] I, I can give you the other one that is incorrect.
[AGENT][NEUTRAL] Oh, yes, please.
[CUSTOMER][NEGATIVE] The one that is incorrect is the same numbers is the last four digits that are wrong. 0987.
[CUSTOMER][NEUTRAL] That's the one that is in [PII].
[AGENT][NEUTRAL] Oh, OK, I don't even see that one listed um could I don't see that one listed at all. OK, um, what was it again? I'm so sorry that was so it was 2303.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah, I see it, yeah.
[CUSTOMER][NEUTRAL] Uh, oh, which one? The, the correct one or the?
[AGENT][NEGATIVE] The one that is incorrect, please, the one that's incorrect.
[CUSTOMER][NEUTRAL] The one that I think 226.
[CUSTOMER][NEUTRAL] 0170.
[CUSTOMER][NEUTRAL] I look at something here.
[AGENT][NEUTRAL] 70 OK, yeah, I don't see that one listed under any of his give me just a moment.
[CUSTOMER][NEUTRAL] You see we go by now.
[CUSTOMER][NEUTRAL] Hold on, let me look up because you guys did send me a check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That might be because of.
[CUSTOMER][NEUTRAL] Corporate things and.
[AGENT][POSITIVE] Oh my, that's interesting.
[AGENT][NEUTRAL] OK, yep, so that's, this is the duplicate then OK I got you.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, so on this one.
[AGENT][NEUTRAL] The last four are incorrect for the social. Oh my goodness, yes, this is one because this one also shows that it's been effective since [PII]. So, oh man, yeah, this is a bit of a predicament, huh?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] I, I, it, it was, um, you did me having to call and be like, oh my [PII], this is gonna sound so confusing.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, no, OK, we're on the same page now, it's all right, we, we've got it so clearly this policy has got to go, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alrighty, [PII] if you would, um, I really appreciate you giving me all this information give me just a moment I'm going to put you on a brief hold and I'm going to uh reach out to our billing department um see what we can do for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, good. In the meantime, I'm gonna go grab some pills. I have a headache.
[AGENT][NEUTRAL] Alright.
[AGENT][NEGATIVE] Oh, I don't blame you. I, I bet you've had a headache for a while dealing with this.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Don't ask.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh, ma'am.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Uh thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Then all right, so this one is a busy um I have a group admin on the line and they apparently they just realized that one of their members has two policies that are identical um one has incorrect the incorrect social, um, but they've been charged for this other policy, um, it both of them say that it's been effective since [PII].
[AGENT][NEUTRAL] Um, so I can, I'm not sure if this would be through y'all or for customer service.
[CUSTOMER][NEUTRAL] Um, well, we first need the correct social.
[AGENT][NEUTRAL] I do have the correct social. One of the policies is completely correct. Um, the other one again, same effective date and everything, it just has the wrong social, but I do have the right one.
[CUSTOMER][NEUTRAL] What, what's the policy number?
[AGENT][NEUTRAL] Um, so the, the one that has the correct information is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What's the other one?
[AGENT][NEUTRAL] The incorrect one is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright, [PII] is the correct one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] What they're gonna, we're gonna need uh I don't know if we can, well, I don't, because it's got two different addresses too.
[AGENT][NEGATIVE] I know this one's a mess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So the address that we have on [PII] is the correct one?
[AGENT][POSITIVE] Yes, I believe so.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] We'll have to, I'll get the [PII] lapse and get that premium refunded back to the group.
[AGENT][POSITIVE] OK, OK all right thank you I appreciate it I'll I'll let her know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much, [PII].
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Alright, bye bye.
[AGENT][NEUTRAL] Hey [PII], sorry about the wait. Are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so just wanting to confirm, um, so while the um.
[AGENT][NEUTRAL] The correct policy number the incorrect policy, um, obviously the incorrect one has the wrong social but they both also have different addresses, um, so I'm assuming the one I'm assuming the one with the correct uh social is also the correct address, is that right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yes, he moved, yes.
[CUSTOMER][NEUTRAL] Let me, uh, I can, I can give you, yeah, I know that he recently changed it because I actually help him with that. So is the address in [PII]?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] That's the one that I have.
[AGENT][NEUTRAL] [PII], yes, so that's the correct address?
[CUSTOMER][NEUTRAL] Yeah, OK, yeah.
[AGENT][POSITIVE] Awesome OK I thought so so I did go ahead and reach out to our billing department um she said that she will have that other one, the wrong one, terminated and you will get refunded for all of that back premium, um, so that a lot simpler than I thought it would be so you are good, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, I was like that's what I was. I was like dreading in the cold like oh they're gonna give me so I'm gonna have to prove it.
[AGENT][POSITIVE] No, no, you, I know I was kind of like, oh man, this one's gonna be a lot, she's just like, no, yeah, it's fine, we'll get it so small victories we're good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And he's such a
[CUSTOMER][NEUTRAL] It was so weird because, you know, it's like how they sometimes I'm like, OK, you can switch out some numbers, but he totally transformed all the numbers in the wrong places and I like, I remember I was doing open enrollment and, and he came to me and he said, oh.
[AGENT][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] Oh man, and from [PII].
[CUSTOMER][NEGATIVE] Yeah, I had to, to redo all these benefit cards and everything, but, and I never thought about APL. I should have done it here too. I mean, I, I don't know what I was thinking. So, so that's how I remember this, this so clearly and it happens in August because I, I was like, how do, how and then he was laughing like I don't know, I'm just, I'm not good with this. I'm like, OK.
[AGENT][POSITIVE] Oh my gosh, yeah.
[AGENT][NEUTRAL] No, it makes it so much worse that he's got multiple different policies too, but so I'm sure that's how it's easy to overlook, um, because you're used to seeing multiple names. Oh my goodness, well, at least it's resolved now we're through is fine. You can take a breath, [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes. Yes.
[CUSTOMER][NEUTRAL] Yeah, mhm.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Beautiful, thank you very much. No, no, thank you very much. You have been wonderful.
[AGENT][POSITIVE] All right, oh, you're very welcome. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too, I hope your Friday goes fast.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Right.