AccountId: 011433970860
ContactId: 8bf65f0f-2420-4de3-a0b8-b2b17dddf6a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442380 ms
Total Talk Time (AGENT): 172656 ms
Total Talk Time (CUSTOMER): 199326 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8bf65f0f-2420-4de3-a0b8-b2b17dddf6a7_20250211T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Hey, I'm good um I have a [PII] on the line she said that she needs to speak to somebody in billing she's with, um, National Agency solutions. She didn't really say what it was about. She just said she talked to somebody in billing she had been working, I guess, with [PII], but [PII]'s on break it looks like.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] Alright, here she comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from National Agency Solution, and I need to um
[CUSTOMER][NEUTRAL] To look into an actual one of our group's accounts.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] Are you in billing?
[CUSTOMER][NEUTRAL] OK, the group is
[CUSTOMER][NEUTRAL] Place of Hope, and the group number is 18005.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The February invoice has one employee listed twice and has another employee that according to the group um it's supposed to be termed.
[AGENT][NEUTRAL] Mm let me get the.
[AGENT][NEUTRAL] Come on
[AGENT][NEUTRAL] Mm, has the termination request been sent to us?
[CUSTOMER][NEUTRAL] Let me see, um, I'm assuming that.
[AGENT][NEUTRAL] Or who's the insured?
[CUSTOMER][NEUTRAL] The insured is [PII]
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what was the termination date? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have that one fixed on the online service center.
[CUSTOMER][NEUTRAL] What was the mistake? Did they make the mistake?
[AGENT][NEUTRAL] Um, well, when it was entered into the system.
[AGENT][NEUTRAL] It was entered with um an [PII] effective date so it's never gonna reach the [PII] termination date because of how it was originally entered as the effective date. So the date paid is only gonna be [PII].
[CUSTOMER][NEUTRAL] OK, did they, did they pay for her through January?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, they paid January invoice all on [PII].
[CUSTOMER][NEUTRAL] OK, and they don't because she, she has on her email I will keep an eye out for a refund. So I'm wondering, you're saying, I thought this group just.
[AGENT][NEGATIVE] A refund for what?
[CUSTOMER][NEUTRAL] That's why I'm saying, I, when does this show, when does this group show active for you?
[AGENT][NEUTRAL] Like the whole group.
[CUSTOMER][NEUTRAL] I thought they just moved.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, actually they have a lot of invoices so they've been there for a while. OK let me let me.
[AGENT][NEUTRAL] Yeah, I'm not really.
[AGENT][NEUTRAL] I'm not really sure what the original effective date was.
[CUSTOMER][NEUTRAL] Let me confirm.
[CUSTOMER][NEUTRAL] OK, I'm gonna confirm with her, with her, what you don't see anything that references that her termination date was [PII]?
[AGENT][NEUTRAL] Yes, that's what I was that's, uh, yeah, that's what I said the termination date is [PII], but because of her effective date being entered as [PII], it's never gonna reach that termination date because of um it not being entered as like [PII] so it's always gonna have that 11th date in there.
[CUSTOMER][NEUTRAL] OK. OK. All right. So, OK, so then that, I just wanted to make sure that you didn't get the 21 just from me, that you had something else that showed.
[AGENT][NEUTRAL] No, it's on the policy. Yeah, it's on the policy.
[CUSTOMER][POSITIVE] OK. OK, perfect. And then what about [PII]?
[AGENT][NEUTRAL] And then who's that other insured listed twice?
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I see her twice, but I didn't see any notes around her.
[AGENT][NEUTRAL] 21.
[AGENT][NEUTRAL] Let me look to see why they so you.
[AGENT][NEUTRAL] Policy reinstated effective one with no lapse in coverage.
[AGENT][NEUTRAL] OK, I'm not sure. I mean, it was lapsed after we had already billed for January and they paid for that was an oversight or an error on customer service part. um, I've made that adjustment on the February invoice on the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I look at it right now, I just wanna check while I'm with you on the phone, um.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK, hold on, let me, give me a second, [PII].
[CUSTOMER][NEUTRAL] Oh yeah, yeah, OK, so then.
[CUSTOMER][NEUTRAL] Oh, you know what? She, hold on. OK, so Peak is only, is only once, and then that other one was Madera's, you took her off. Now, you know, looking, looking at this invoice I see [PII] twice. Can you check that one? She didn't mention it, but I just noticed it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, that's a newer policy number, so it got subbilled for January and February.
[CUSTOMER][NEUTRAL] Was that correct? He wasn't supposed to be built in Jan I mean, he, he wasn't billed in January?
[AGENT][NEUTRAL] He was not he was not entered into the system until after we had already billed for January.
[CUSTOMER][POSITIVE] OK, so that one's correct then.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just in case she asked me, OK.
[CUSTOMER][POSITIVE] All right. I think we're good. Thank you so much, [PII]. I appreciate you taking the call.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, before I let you go, I'm trying to anticipate. So how about [PII]?
[AGENT][NEUTRAL] Uh, again, that's gonna be a newer policy number. So the policy was issued after we had already billed for January. So it's being billed for January and February premium.
[CUSTOMER][NEUTRAL] Is that the?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then what about [PII]?
[AGENT][NEUTRAL] Same thing with [PII]. It's a newer policy number, so it's being billed for January and February.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, so if they go on the online service center right now they can pull up an updated invoice, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. No problem. Thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye bye.
[AGENT][POSITIVE] Thank you, bye.