AccountId: 011433970860
ContactId: 8e98b709-f263-4946-ba2c-f1fdd5595d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385130 ms
Total Talk Time (AGENT): 161201 ms
Total Talk Time (CUSTOMER): 91288 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/8e98b709-f263-4946-ba2c-f1fdd5595d40_20250407T18:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is in the care team.
[CUSTOMER][NEUTRAL] I have um Miss [PII] on the phone. She is with group number 13727.
[CUSTOMER][NEUTRAL] And she is calling because she has a member coming back that was on the group before but they got off group and now they're gonna come back on group and she wants to see about premium to to make sure it's added to the invoice so that they can pay.
[AGENT][NEUTRAL] OK. Um.
[AGENT][POSITIVE] I think that's gonna be customer service.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well she said they're back on group again.
[CUSTOMER][NEUTRAL] Coming back on group again.
[AGENT][NEUTRAL] OK, but if it, OK. I, I'll see what I can do. Um, you said 137313727?
[CUSTOMER][NEUTRAL] And she didn't give me the member's name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and it's [PII] and I have verified her.
[AGENT][NEUTRAL] OK, and what's a good callback number just in case for [PII].
[CUSTOMER][NEUTRAL] Yes ma'am it's [PII].
[AGENT][NEUTRAL] OK, um, you can send her on.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Sorry, I couldn't hear anything. Um, I do apologize. Um.
[AGENT][NEUTRAL] [PII], this is [PII] in group billing, and I understand that you are calling from uh a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And this is for.
[CUSTOMER][NEUTRAL] So watch County.
[AGENT][NEUTRAL] OK, and she said that you are calling because you have someone coming back on the group, is that correct?
[CUSTOMER][NEUTRAL] That's correct. So we had an employee named [PII] who was on his wife's medling policy. She has terminated. He has not, so he's going to pick up his own medling policy, but I need to know how much that premium will be and when do I start withholding that premium.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that. So, um, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And when was this effective?
[CUSTOMER][NEUTRAL] Um, his wife's policy ended.
[CUSTOMER][NEUTRAL] The end of March I believe.
[AGENT][POSITIVE] OK. OK. Not a problem.
[CUSTOMER][NEUTRAL] So his was going to affect [PII].
[AGENT][POSITIVE] OK, that's not a problem.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So you're wanting to add it on to the April invoice, is that correct?
[CUSTOMER][POSITIVE] Correct, the one going the one for next month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can do that. That's.
[CUSTOMER][NEUTRAL] I think you guys got
[AGENT][POSITIVE] That's not a problem. I can do that. Um.
[AGENT][NEUTRAL] And that's for [PII].
[AGENT][POSITIVE] I'm looking on here and I'm gonna get this added.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And [PII], can you verify, um.
[AGENT][NEUTRAL] The last four digits of [PII], um.
[AGENT][NEUTRAL] Social.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you so much and.
[AGENT][NEUTRAL] OK, now the amount for his premium is going to be $100.67.
[CUSTOMER][NEUTRAL] 100.67.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I have added it onto the invoice.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So if you go online you'll be able to see it add it uh that I have added added it to the invoice for you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, Miss.
[CUSTOMER][POSITIVE] I appreciate it thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, this is it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.