AccountId: 011433970860
ContactId: 8cfd6a70-f0b1-40ee-9eb6-b1098b8e3b55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1171069 ms
Total Talk Time (AGENT): 498313 ms
Total Talk Time (CUSTOMER): 445533 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/8cfd6a70-f0b1-40ee-9eb6-b1098b8e3b55_20250114T20:34_UTC.wav
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[CUSTOMER][NEUTRAL] So you have
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. How are you today? Pretty good. I've got [PII] with NAS on the line. Um, she is calling about two groups. They are related, um, Goodwill, and it's 15434.
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] And 18123 she is just needing some check numbers for payments that we received for December and January. Can you help her with that?
[CUSTOMER][NEUTRAL] Um, so I would take columns.
[AGENT][POSITIVE] Yes, I can help her with that.
[CUSTOMER][POSITIVE] OK, I'm gonna join you in.
[CUSTOMER][NEUTRAL] [PII], I have my list.
[CUSTOMER][POSITIVE] Hi. Thank you.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm doing fine, [PII]. Thank you. How are you?
[CUSTOMER][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] Um, I need help.
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Group number 118123.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They are saying that they did not send in two separate payments, one for December and one for January, so I'm hoping you can give me check numbers or copies of checks that I can go back to the group and say yes you did.
[AGENT][NEUTRAL] OK, just a moment they send ACH's and I know exactly what happened.
[CUSTOMER][POSITIVE] Oh, that's right.
[AGENT][NEUTRAL] I know exactly what happened on their December.
[CUSTOMER][NEUTRAL] OK, we'll have
[AGENT][NEGATIVE] Now, they're not gonna be able to pay it online.
[AGENT][NEUTRAL] Now would they they can go ahead and send the ACHs but as far as going online to look at it and to.
[AGENT][NEUTRAL] See what's what.
[AGENT][NEGATIVE] They're not gonna be able to do that because it's gonna show that it's paid and it really has not been paid because what they did, they had sent an ACH and then I think that ACH was like on the [PII].
[AGENT][NEGATIVE] And then they sent one on the [PII], but they rescinded it.
[CUSTOMER][NEUTRAL] OK, so which one did they resend?
[AGENT][NEUTRAL] The, uh, for both groups.
[CUSTOMER][NEUTRAL] Wait a second. So, but, OK.
[AGENT][NEGATIVE] They sent it one day and then turned around the next day and, um, took it back.
[AGENT][NEUTRAL] But it had already been processed, the bill itself.
[CUSTOMER][NEUTRAL] OK, which one?
[CUSTOMER][NEUTRAL] Which was the one they
[CUSTOMER][NEUTRAL] I'm sorry, which was the one they took back? The, the one for invoice 6,374,450 or 46376956?
[AGENT][NEUTRAL] Let me go back to the other one, I'm sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Wait just a minute. I don't got myself confused.
[CUSTOMER][NEUTRAL] Does it tell you who submitted.
[AGENT][NEUTRAL] But I know they took one back. I mean they took it back and let's see.
[CUSTOMER][NEUTRAL] Yeah, cause I told them they got paid.
[CUSTOMER][NEUTRAL] I told them that they they don't have any outstanding invoices so she's clapping back saying.
[AGENT][POSITIVE] She's right that
[AGENT][NEUTRAL] So, so let me, hold on.
[CUSTOMER][NEGATIVE] And that's what I, I need to call her back and tell her that I was wrong, but explain to her what happened.
[AGENT][POSITIVE] That is fine. That is fine. That is not a problem. Hold on just a moment. Let me make sure I get my duckies in a row too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Might help if I pull up the right one.
[AGENT][NEUTRAL] There.
[AGENT][POSITIVE] I do apologize. I'm talking to myself, but I wanna make sure I get this right for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On group 15434, they sent a total of 20.
[AGENT][NEUTRAL] I mean $2,084.90.
[AGENT][NEGATIVE] That was a duplicate payment on December. They took it back the same day, but it it actually went through our account and then come back out. It got applied before it come back out and before it got rescinded.
[CUSTOMER][NEUTRAL] OK, so that's on the other group that's 154, hold on 15434.
[AGENT][NEUTRAL] 34.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So let me look at that. I was on the other one, hold on.
[AGENT][NEUTRAL] So on the portal is gonna show that it looks like they paid it.
[AGENT][NEUTRAL] But it didn't, I mean, er in it since admitted status, but it did not apply the premiums to that group.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, that's why it's still on submitted status.
[AGENT][NEUTRAL] Right. So the other one.
[CUSTOMER][NEUTRAL] OK, so the submitted payment, which would have gone to what? January?
[AGENT][NEUTRAL] That is the submitted that that January is the submitted payment.
[CUSTOMER][NEUTRAL] OK, and that one's the one that will not get processed because it was rescinded.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that the one that they paid, they actually paid it twice?
[AGENT][NEUTRAL] So they
[AGENT][NEGATIVE] Right, they paid it twice, but they took it back in the same day, but it went through our account and the next day it come out and when it come, I mean when it come through the first time it got applied to that policy, those policies in error.
[AGENT][NEUTRAL] And then they took it back. So that did not
[CUSTOMER][NEUTRAL] OK, so then,
[CUSTOMER][NEUTRAL] But the one
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I'm sorry, the one I see submitted is for $11,768.08.
[AGENT][NEUTRAL] Right, that's what I'm saying it did not get applied to that invoice.
[AGENT][NEUTRAL] It did, but it didn't. It it just kind of like a wash right there.
[CUSTOMER][NEUTRAL] OK, OK, so let me clarify in terms that I can understand and and relate to her invoice number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Invoice number 6,374,180 shows paid for 208,490. Is that one actually paid?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so then in.
[AGENT][NEUTRAL] For 15434 for that invoice 6,374,180, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, OK, so then invoice 6376706 payment was rescinded, so that one will not go through that one is due.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Right, that one is due.
[CUSTOMER][NEUTRAL] So how would they pay it? They can submit the ACH but what?
[AGENT][NEUTRAL] They right they they go ahead and send the ACH it'd be fine.
[AGENT][NEUTRAL] It's fine. They send the ACH is fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like they've been doing that is.
[CUSTOMER][NEUTRAL] And it would be 17176808.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right? OK. All right.
[AGENT][NEUTRAL] Just make sure I'll.
[AGENT][NEUTRAL] I want to make sure that there's no.
[CUSTOMER][NEUTRAL] Cause according to her, they had some new enrollments for January that she wasn't seeing and needed to be adjusted.
[AGENT][NEUTRAL] OK, so do they need that invoice opened back up to add those people on there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Male, that's right. We've spoken before.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now I have opened that up.
[CUSTOMER][NEUTRAL] OK, so that's, let me see if it shows it to me.
[AGENT][NEUTRAL] May have to refresh it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] It's been working slow today.
[AGENT][POSITIVE] That's OK. I'm, I, I'm, I'm with you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's been one of those days.
[CUSTOMER][NEUTRAL] Oh I know, and it's only Tuesday.
[AGENT][NEUTRAL] I know.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] But we will survive.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Yeah, we will, we will. OK, so um 15434 we've got cleared. December was paid. January will did not go through and needs to be paid, and I see that you reopened it perfect. OK, now can we go to 18123?
[AGENT][NEUTRAL] Now that one is gonna be a different story.
[CUSTOMER][NEUTRAL] Tell me the story.
[AGENT][NEUTRAL] That one.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] The reason why that one did go through on that that it that the bill did process is because that premium there was not a premium difference on there.
[AGENT][NEUTRAL] Say on the.
[AGENT][NEUTRAL] They actually owe the 56554 on the.
[AGENT][NEGATIVE] For January, it got processed in error.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So here's my question. Did they submit that one as well and resend it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So the 5.
[AGENT][NEGATIVE] They took but but it got processed in error so that January did get processed in error.
[CUSTOMER][NEUTRAL] OK, so they're asking if that could be undone because it also has, it cannot.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] No, once it's been, uh, once it's been, um, submitted like that, it cannot be opened.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do apologize for that, but that is it, they are due for the 565 and I will, and then I'm the one who does the ACHs, so I'll be able to see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a minute, wait a minute, wait a minute, wait, wait, wait, let, let, let, back up. I thought with this one they are not do the 565 because both of them went through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, no, no, no, it got processed in error see when once it gets processed I thought.
[AGENT][NEUTRAL] And they take they where they submitted the payment just like they did with the other.
[CUSTOMER][NEUTRAL] Oh, you're saying they took the payment back but it still shows paid so they still owe the amount?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK. So,
[AGENT][NEGATIVE] And so once it gets paid, I can't undo the pay. I mean it won't let me do that, but it's still an outstanding.
[CUSTOMER][NEUTRAL] OK, so in that sense, they owe for January for both groups.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you have a way of knowing who was the user that submitted it twice and then resended it?
[AGENT][NEUTRAL] Who sent the ACH's and took it back? No, ma'am, I do not have that information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, and then, so then what does she do with the additions? Can she add them to Februaryville?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. All right. I might be calling you screaming so sit down, hold on tight.
[AGENT][NEUTRAL] Well, I mean, if she has, has she got additions on this particular group as well?
[CUSTOMER][NEUTRAL] Yeah, I believe she has them up. Let me see, um, hold on, because her email was here it said.
[CUSTOMER][NEUTRAL] Um, do do do do.
[CUSTOMER][NEGATIVE] I'm soon cancellations and additions have been processed and the January total premium is 2442.96%, which that's not correct. The invoice invoice received by mail, this is from, yeah, that's uh OK, so no, it looks like they have not, they're not on there. There's people with new coverage.
[CUSTOMER][NEUTRAL] That we're adding an open enrollment for [PII].
[AGENT][NEUTRAL] OK, so she has new people that added on to the 18123?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or just the 15434.
[CUSTOMER][NEUTRAL] I know that
[CUSTOMER][NEUTRAL] You know what? I can't tell you.
[CUSTOMER][NEUTRAL] I'm so confused by now because she didn't put the group numbers in her strings, so I've got to kind of like go back and forth trying to fit OK, so here, wait, so I got it on this, so and I sent this email to to um Broker Broker Resources. So most employees with the new gap coverage effective [PII] are included in the group. However, three new employees effective [PII] are missing. That's for group 18123.
[CUSTOMER][NEUTRAL] For group 15434, she says there are 11 cancellations, 23 new enrollments effective [PII], and 4 coverage changes that are not included in the invoice. I submitted the invoice assuming that the open enrollment changes were already reflected.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] So, but you did undo the invoice for, for 15434 which is what she wanted and she's asking if she can get an updated invoice for 18123, but you're telling me no because it got processed in error.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So how does she get an updated invoice?
[AGENT][NEUTRAL] OK. Now, she can, what she can do is she can add those in there. Um, let me see. Hold on just a minute.
[CUSTOMER][NEUTRAL] I think there are feed.
[AGENT][NEUTRAL] Oh, then that, that, that, that will pick up on the February invoice.
[CUSTOMER][NEUTRAL] I'm almost sure that it's a feed, I think.
[AGENT][POSITIVE] I think you may be right.
[CUSTOMER][NEUTRAL] Because that's
[CUSTOMER][NEUTRAL] Cause I think that's why she thought it had been uploaded.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] Yes, and I do apologize. So she had 123 people.
[AGENT][NEUTRAL] Add it to the 12345.
[CUSTOMER][NEUTRAL] The 18123.
[AGENT][NEUTRAL] Let's see, I'm seeing one.
[AGENT][NEUTRAL] 234.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] About 6 people that were added to that group.
[AGENT][NEUTRAL] It's something.
[CUSTOMER][NEUTRAL] What's your emai[PII] address, [PII]?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Dot Douglas.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Wait, [PII] Oh, there it is. I knew I had emailed you before.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] OK. I'm just gonna send you this so you can, I don't know how you are, but I need to see it. I'm a visual.
[AGENT][NEUTRAL] I hear
[CUSTOMER][NEUTRAL] I'm just sending you um the text of what she was saying that 11 cancellations, 4 auditions, whatever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but in the meantime I am gonna tell her that you were able to open up the 15434 the January invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And since the other one didn't get, I mean that got processed in error, I couldn't open it up.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I'll tell her.
[CUSTOMER][POSITIVE] All right. Wish me luck.
[AGENT][NEUTRAL] So, let's see, I'm gonna say something real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because they may have scheduled it to to bill for February, their January editions, they probably, I wanna make sure because most of the time they will include it on the next invoice, yes, those for the 18123.
[AGENT][NEUTRAL] Have I, I, I can see have been um they will be supplemental supplemental bills on the February invoice so if she sees those people double on her February invoice that's the reason why.
[CUSTOMER][NEUTRAL] That's what it's for. OK, OK, but what about?
[AGENT][NEUTRAL] Yes, and the same goes with the same goes with the other invoice if they're not included then more than likely is that any time we bill or we have new apps after we bill they'll get entered on.
[AGENT][NEUTRAL] The next invoice.
[AGENT][NEUTRAL] So it'll show up twice like it'll say February I mean January and then I'll have February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That makes sense, [PII]. Did I confuse you more?
[CUSTOMER][NEUTRAL] All right. I will tell her.
[CUSTOMER][POSITIVE] No, no, that actually makes sense.
[AGENT][NEUTRAL] Also.
[CUSTOMER][POSITIVE] It actually makes much sense. I will let you know if I need this cream, OK?
[AGENT][NEUTRAL] That's fine, [PII]. Go, go for it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank