AccountId: 011433970860
ContactId: 8cb1d94c-694f-4cde-a711-c698b4060b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1067439 ms
Total Talk Time (AGENT): 428552 ms
Total Talk Time (CUSTOMER): 281356 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/8cb1d94c-694f-4cde-a711-c698b4060b2f_20250327T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this morning?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have um a contact with a group. Her name is [PII]. She has a question about a bill for the group. I was wondering if you could help with.
[AGENT][NEUTRAL] Yeah, what's the group number?
[CUSTOMER][NEUTRAL] The group number is 26071.
[AGENT][NEUTRAL] 11.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and we have [PII] on the line.
[CUSTOMER][NEUTRAL] Um, I can give you the invoice number if you want that.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] The invoice is 638.
[CUSTOMER][NEUTRAL] 5801.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] And she's just she's looking for clarification on why [PII] and then [PII] they're listed on there like multiple times it looks like from what I can see yeah it looks like from what I can see they just didn't pay premium.
[AGENT][NEUTRAL] Yeah, it's different.
[AGENT][NEUTRAL] Yeah, that's what it is that I can explain that to her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, um, and then the number she's calling from is a good call back.
[AGENT][POSITIVE] OK, good. Thank you.
[CUSTOMER][POSITIVE] You're welcome. Here she comes.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I understand that. Um, you had a question about your bill and um,
[AGENT][NEUTRAL] Cause there's uh [PII] is on there for uh multiple months. Is that correct?
[CUSTOMER][NEUTRAL] Yes, as well as [PII] is on there multiple months or multiple times. I'm not exactly sure what.
[CUSTOMER][NEUTRAL] This happened last month with [PII] told and then they, they figured it out and then they fixed it and then they allowed me to re download another uh invoice.
[AGENT][NEUTRAL] OK, yeah, that typically happens um because we haven't received premium for that for those months, so it will bill it um on your next invoice like it'll be billed until it's paid. So let me see what's going on.
[CUSTOMER][NEUTRAL] I know, but
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, it's like.
[AGENT][NEUTRAL] 12345 months of premium.
[AGENT][NEUTRAL] Effective date is [PII], and the policy is only paid to 121. So they have a [PII], she has an effective date of [PII]. Her policy is only paid to [PII], um, because it looks like
[AGENT][NEUTRAL] We only receive payment for.
[AGENT][NEGATIVE] We received October and November and then we haven't received any payment since then.
[CUSTOMER][NEUTRAL] Hold on a second, OK, because they're all on the same, you know what I mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So looking at the day and he was on there regularly.
[CUSTOMER][NEUTRAL] So he's been paid for January, uh, then I'm gonna go to February.
[AGENT][NEUTRAL] Are you looking at [PII], that's the one that I have pulled up right now, and then we can look at [PII] after.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I just looked at, um, I just looked at [PII] and she's on there right like just one time in January, and so is [PII] for the January bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now I'm going to February.
[AGENT][NEUTRAL] Looks like there was a rate change, and that's for a different policy number. So let me see what her old policy was.
[CUSTOMER][NEUTRAL] Does this covers like run behind or something a month behind?
[CUSTOMER][NEUTRAL] Or no.
[AGENT][NEUTRAL] No, uh, no, um, so, [PII], yeah, so if you look at the invoice that you were looking at for January, you see how she has a different policy number and a different rate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like there was a request to change the benefit amount.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Like what they
[AGENT][POSITIVE] I'm sorry, you cut out a little bit. I'm sorry.
[CUSTOMER][NEUTRAL] Is there any way for you to do what they did the last time in
[CUSTOMER][NEUTRAL] Is there any way for you to do what they did the last time to make the adjustments accordingly so that the invoice matches what the history is.
[AGENT][NEUTRAL] That's what I'm trying to explain is that so on 218, it shows uh they they lapsed this old policy that you were looking at on your January bill for [PII] says policy lapsed due to change in benefit amount from 1000 to 3000, we'll issue a new policy under the correct benefit amount. So this
[AGENT][NEUTRAL] The new policy that is on your March invoice that you're looking at where she's charged for November to now is the new policy with the new benefit amount. So that's why her rate is now 88 or $86 and before it was $22 because she elected to change her benefit from $1000 to $3000. So a new policy was issued.
[AGENT][NEUTRAL] And that new policy, we only received 2 payments for, for October and November. We haven't received any payments since then. So though that premium is owed, that's correct. So it's a different situation than what you had to do, what, whatever happens with your other bills. So, uh, there's no adjustment to be made because it is correct.
[CUSTOMER][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] But last time they gave me that it was the same exact thing with that same with that guy [PII] where for whatever reason you guys didn't catch up until now and the changes were made effective [PII] now um.
[CUSTOMER][NEUTRAL] The last time they gave me, uh, hang on one second look.
[CUSTOMER][NEUTRAL] They gave me a new invoice with the adjustments for [PII] because they had overcharged us or because we had so in other words, um I see here where we get the credit uh for the 2297 that we've been paying. So the difference is all I wanna pay. I'm not paying the whole thing because we've already paid the 2297 for her. So whatever the difference is between the 22 and the 80 something or whatever, I, that's what I want to see on the bill.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If you want I can email you the uh the one that I did for 21 and it shows where the adjustments were made where we have the difference.
[AGENT][NEUTRAL] Yeah, so you would be billed for the difference. So like say if you've already paid, but it looks like, let me make sure because it looks like they, that's how October and November were paid is that they moved the premium from the old policy to the new policy and that paid it to November, but let me double check.
[CUSTOMER][NEUTRAL] Well we've continuously continued, we've continued to pay the 2297, so whatever the difference is is what I wanna see on the invoice detail just like I'm looking at the one for February for [PII].
[AGENT][NEGATIVE] It's so gross.
[CUSTOMER][NEUTRAL] So where 6776 adjustment 2297 do 4479 for 4 months. That's what I wanna see for [PII] and for [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah, they pulled this premium.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] 8689 + 491.
[AGENT][NEUTRAL] So 9188, which is probably
[AGENT][NEUTRAL] Yeah, because this is manually applied and um.
[AGENT][NEUTRAL] Let's see. Yeah, they took.
[AGENT][NEUTRAL] 1234 months of premium from the old policy for [PII].
[AGENT][NEUTRAL] 9188, yeah. So they took the 4 months of premium for January, February.
[AGENT][NEUTRAL] November, December, January, February.
[AGENT][NEUTRAL] They took from um her old policy, 2408742, and they moved it to her new policy and applied it. So that's why, that's the only reason why her um
[AGENT][NEUTRAL] Her policy is paid to December because they moved what you had already paid the 2297 that you've been remitting from November to February. They took it out of that policy, put it in the new policy.
[AGENT][NEUTRAL] So the amount.
[CUSTOMER][NEUTRAL] But they're charged, what I'm.
[CUSTOMER][NEUTRAL] See that adjustment because right now her new policy is 8689 but we've already paid the 22.97 for all those previous months so where's the difference? It's supposed to.
[AGENT][NEUTRAL] But that's what I'm trying to say is that the 2297 that you paid has been applied to her new policy and that's why it's paid to December.
[AGENT][NEUTRAL] So we still need December, January, February, and March. Her regular premium, which is 8689, that's still owed.
[CUSTOMER][NEUTRAL] What I'm saying is that we've already paid the 2297 for all those months for her. So just like the one with [PII] for for for February, I want the difference. I don't want to. We're not paying the full amount when we've already paid the 22 something, you know what I mean? Do you understand what I'm saying?
[AGENT][NEUTRAL] But what I'm, what I'm saying is it's different because with [PII] it wasn't his premium wasn't applied to his new policy. This one, [PII], the amount that you've already paid that you're talking about was applied to his new to her new policy.
[AGENT][NEUTRAL] So we've already given you credit for that. So it's not like what you paid was wasted. We applied the 2297 to her new policy which paid a month of premium. Those four months of 2297 is 9188, and that's what was applied to her policy.
[CUSTOMER][NEUTRAL] I wanna see it. Where will I see that?
[AGENT][NEUTRAL] Well, if it wasn't applied, you'd be being charged for all the way back to October. So the fact that you're only being charged starting from December is what would tell you that.
[CUSTOMER][NEUTRAL] All the way we're 2345 charges for her at 8689.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And that just doesn't seem right to me. I'm sorry. I wanna see it. My boss, the CFO.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] [PII], why did you approve this? This, this can't be right. I need to be able to explain.
[AGENT][NEUTRAL] OK, um, so what I would recommend is sending an email to our care team so that a manager um can reach out and explain it to you, um, so that that'll make sure everyone's on the same page and if you'd like I can give you that care team email if you don't have it.
[CUSTOMER][NEUTRAL] Can we look at [PII] [PII] please?
[CUSTOMER][NEUTRAL] Because it looks like it's the same issue with him because again it's 123456 for him.
[AGENT][NEUTRAL] OK. All right. Uh, give me, I'll look into that and let me put you on a brief hold while I look at that, OK?
[CUSTOMER][NEUTRAL] Yes. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it looks like it is the same, uh, thing with [PII] and it looks like they did apply 9188 um to his new policy. So his old policy is that 2408739. They applied 9188, which is 4 months of premium from his old policy, um, but his new, um, billing rate is 12286. So his policy is only paid to November, um, because we've only received one full payment for him.
[CUSTOMER][NEUTRAL] I want to see it.
[AGENT][NEUTRAL] Yeah, that's why I said I would recommend reaching out to the care team um because the manager can uh explain that to you. They might have a report or something that they can run that would show you that, but I don't have anything like I don't have access to run those reports so um if you reach out to.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Care team at [PII] and let them know what's going on. Uh, a manager will be a billing manager will be able to reach out to you and uh get this resolved or explain why you're explain the charges to you so it's easier to understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright sounds good thanks a lot have a great day bye.
[AGENT][POSITIVE] No, no problem