AccountId: 011433970860
ContactId: 89108102-3146-4d18-8cc8-74acc1c72723
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487899 ms
Total Talk Time (AGENT): 242552 ms
Total Talk Time (CUSTOMER): 186903 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/89108102-3146-4d18-8cc8-74acc1c72723_20250516T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. How are you doing today?
[AGENT][POSITIVE] Hey, I am good, girl. How are you?
[CUSTOMER][NEUTRAL] I'm hungry and sleepy.
[AGENT][NEUTRAL] I know me too
[CUSTOMER][POSITIVE] I like usual, as usual.
[AGENT][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] But um I have a broker on the phone but I don't know if y'all will be able to help him, but he's calling about a group. He said he received an email from the group um admin that we sent a letter stating that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policies have lapsed, but we're showing in, he's showing in on base that we're showing policies are still active, so I'm not sure what information you're receiving as far as the email.
[AGENT][NEUTRAL] Yeah, I mean what what.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 24542.
[AGENT][NEUTRAL] OK, that's um.
[AGENT][NEUTRAL] Wagner County. OK. OK, I know this. I know this group, yeah, I can help you. What, what's his name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], OK, and did you get a callback number for him, sweetie?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, you can send him to me. I'll see if I can help him. Thank you.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great day.
[AGENT][POSITIVE] You're welcome, you too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I work in the grip billing department with APL. How are you doing today?
[CUSTOMER][NEUTRAL] I'm a little confused. I've got the county clerk at this group calling me absolutely livid, so I'm trying to get everybody calmed down and see what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see if I can help you. What's going on? They got a letter.
[CUSTOMER][NEGATIVE] Uh, there's no, they're not, I don't think it was a letter. They're, they're acting like because they got a refund that their policies are termed. I can't see anything official that's been sent to them.
[AGENT][NEUTRAL] Let me see what's this in here. Give me just a second. I can find that.
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] No, no, sir, I don't need anything. Let me look. I'm gonna see what what they're referring to. I can find it. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] And it looks like their group contact has got a long email chain with several billing discrepancies going back to when the policy changed from Medin 6 to Medli 9, some people being billed incorrectly, uh, some people not being added and looked like she had sent in the Excel sheet to correct those, but I don't think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that we are, we are the process of working on that. I, I'm remember that spreadsheet so that is being worked on. So we have received that. This is actually one of the groups that I work on. So yes, sir, we are in the process. We've been, we've had an email going back with her and um another one of my colleagues, so we are working on that.
[CUSTOMER][NEUTRAL] They were done and then she got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] So do you think they're seeing somewhere that the Medlink 6 was canceled and that's got them confused?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, yes, sir. The, the, the med 6 was dropped. It looks like it open enrollment. Let me see what they have now.
[CUSTOMER][NEUTRAL] There should be a meddling 9.
[AGENT][NEUTRAL] I'm I
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, sir. It is now Meli 9. So it went from Meli 6 to Meli 9. The policies are still active.
[AGENT][NEUTRAL] Um, I'm not sure. I'm looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They did get a refund check, OK, and these were.
[AGENT][NEUTRAL] It was some payments that we received that from some policies that were uh lapsed. That's not saying that the whole group is slashed, but it was just an overpayment on certain policies that they received that, um, letter on. And there were some premium.
[CUSTOMER][NEUTRAL] OK. So those laps policies.
[AGENT][NEUTRAL] They are no longer active.
[CUSTOMER][NEUTRAL] Were those lapsed policies reinstated?
[CUSTOMER][NEUTRAL] Are they termed or were they reinstated?
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] They return and I'm assuming that's.
[AGENT][NEGATIVE] Employees that no longer work there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, that I'm double checking that information. Give me this moment I have to get to another screen. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna pull up one and see if I can tell. OK, so this is right.
[AGENT][NEUTRAL] That we received like for that I'm looking at one that's on that letter they got from the [PII].
[AGENT][NEUTRAL] And yeah, we, we have, we got an off-ro letter from them that her policy turned 3-1-2025 and the group sent it back. So that's so in that case that would be someone that's not employed. Now, all their policies are still active for their current employees with the Medlin9. I'm thinking like you that they're thinking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Get the meli 6 and Mali 9, maybe have some confusion, but they did change to a different product. It's the medley, all the me.
[CUSTOMER][NEUTRAL] Yeah, we, we changed it at.
[CUSTOMER][NEUTRAL] Right, we changed that [PII] and I think.
[CUSTOMER][NEUTRAL] I think there was some overlap around the change maybe in billing or policies, um, just like there always is, and I think they're just now getting some of that reconciled. But you guys are working on an audit to get everything reconciled.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] We are. Yes, sir. We are. I'm actually working on that with one of my colleagues. So we did receive that spreadsheet, yes, sir. We actually had an email with them yesterday. So yes, I'm very familiar with it. So we are working on all that to get that reconciled for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think what they wanted was, let's see, I'm gonna find this email.
[AGENT][NEUTRAL] I'm gonna pull up the email today. Let me pull it up. I got it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] See, it came from Ms. [PII].
[AGENT][NEUTRAL] It was the group the group contact.
[AGENT][NEUTRAL] Yeah, I see your policy.
[CUSTOMER][NEUTRAL] Yeah, and she sent me a list. She sent me a list of 5 employees that needed, she had questions on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Man, I don't know. Some of these go back to [PII], um.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Do you want to email it to me and let me look at it?
[CUSTOMER][NEUTRAL] Uh, I'm gonna email you what I have right in front of me, see if you can maybe send me a response too.
[AGENT][NEUTRAL] Would that be helpful?
[AGENT][NEUTRAL] OK, that's fine. Let me, let me look at it.
[AGENT][NEUTRAL] Sure, I'll be glad to. um, let me know when you're ready for my email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my mom went. OK, hang on. My mom went like, goodness gracious. OK, it's [PII]. yeah.
[CUSTOMER][NEUTRAL] Fire away.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh sorry, [PII]
[AGENT][NEUTRAL] Yes, sir. [PII]. Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, [PII]. [PII]. I can barely hear you, sir.
[AGENT][NEUTRAL] I'm sorry, I have a bad connection. Let me see if I can help. Is that better right there?
[CUSTOMER][NEUTRAL] A Little bit, yeah.
[AGENT][NEUTRAL] OK, it's [PII], [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] All right, there's some attachments and or some so it's like 5 or 5 employees you needed help with trying to figure out an explanation for. I'm sending that over to you right now. All righty, I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me take a look at it and I'll be in contact. You're welcome, [PII]. Is that all I can help you with?
[CUSTOMER][NEUTRAL] No, that's, that's what I needed. I just need to reassure the uh county clerk that he 200 or whatever, 170 employees all have policies. All right.
[AGENT][POSITIVE] Sure, definitely do that.
[AGENT][POSITIVE] Please do that. Either mind. You have a great weekend, OK, [PII].
[CUSTOMER][POSITIVE] All right. All right. All right, you too. Thanks.
[AGENT][POSITIVE] All right, thanks. Thanks so much. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye.