AccountId: 011433970860
ContactId: 959f2158-8060-42fd-93d3-a027f15cebf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608179 ms
Total Talk Time (AGENT): 238815 ms
Total Talk Time (CUSTOMER): 286016 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/959f2158-8060-42fd-93d3-a027f15cebf2_20250513T12:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I you.
[CUSTOMER][NEUTRAL] Hi there [PII], this is [PII] calling from Place of Hope, and I have a few questions about our um company bill and um how they get adjusted when an employee is termed, for example, will you be able to help me with that?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Um, yes, so there's employees that were terminated and you're wanting to see how to get the bill adjusted.
[CUSTOMER][NEUTRAL] Just, yes I see activity on our I see comments for example and just general questions about how to handle the bills that we're seeing um will you be able to help with that? OK, great so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a few questions so we can start with our most recent bill.
[AGENT][NEUTRAL] OK, hold on one second. So [PII], may I have a good contact number in case we're disconnected and your group number?
[CUSTOMER][NEUTRAL] Um, and it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh sure, uh, contact number is [PII].
[CUSTOMER][NEUTRAL] OK, and our group number is 18005.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's coming up now. Hold on one moment.
[AGENT][NEUTRAL] I just want to be able to look with you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry, your name [PII]?
[AGENT][NEUTRAL] Yes, it is. And then if you need my um initials of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so there's a few things. I
[AGENT][NEUTRAL] [PII] available?
[CUSTOMER][NEUTRAL] [PII], she's our HR director, um, she can be available, um.
[CUSTOMER][NEUTRAL] Did you need to
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Well, the reason I'm asking is because she's the only person listed as the as a contact for the group and someone named [PII]. Um, so it
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's me. Oh, [PII] [PII] is here with me. Um, she's our, um, accounts manager. I'm the CFO of Place of Hope, um, but I have [PII] here with me. Hi [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hey, how are you doing?
[CUSTOMER][POSITIVE] Fine thank you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So [PII], for us to add you to the um policy, just send an email to care team.
[AGENT][NEUTRAL] At
[AGENT][POSITIVE] [PII], [PII], and whoever y'all want to be contacted or to be able to call on behalf of the group just list their name and um email address and we'll put them for the group for you so you won't have any more trouble.
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] Oh super, thank you for that um we'll get that done great.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then Ms. [PII], um, can you just verify the group's address and phone number and your email address?
[CUSTOMER][NEUTRAL] So it's [PII]. Number is [PII] and what was the other one?
[AGENT][NEUTRAL] Your email.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. OK, so what questions do you all have?
[CUSTOMER][NEUTRAL] OK, so, um, first, when I'm looking at an invoice I see the premium period, um, for example, it says [PII] confirming that the invoices are for that month listed as premium so the this invoice that I'm looking at is for the month of April, correct?
[AGENT][NEUTRAL] Let me pull up April, sometimes they're in arrears. Hold on one second.
[CUSTOMER][NEUTRAL] Oh OK, OK, so I'm looking at invoice 6,384,700.
[AGENT][NEUTRAL] Hold on one moment, where's my invoice?
[CUSTOMER][NEUTRAL] How do I get to that um.
[CUSTOMER][NEUTRAL] Just um.
[AGENT][NEUTRAL] Just waiting for the invoice to pull up here hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] OK, wait, no, this is your check hold on let me get the invoice.
[AGENT][NEUTRAL] OK, so I have the invoice here. It's coming up now. It's about 6 pages. Let me see, so it looks like.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for y'all, yes, this is, this is for [PII], [PII].
[CUSTOMER][NEUTRAL] It's [PII]. OK, so we're in the, um, I guess billing or admin portal and I'm noticing in the billing details there's some, um, adjustments and comments made. Curious who enters those who has access is that somebody on ATL side? Is it our, um, you know, health insurance broker that has access? Just curious where.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Those adjustments come from.
[AGENT][NEUTRAL] Um, that would be from APL.
[CUSTOMER][NEUTRAL] OK, so APL, so in essence, um, you're receiving our our termed employee um dates and then making adjustments. So what we're finding in essence is that we're pulling a bill and then realizing um maybe a couple weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Later or maybe even months later we get there's an adjustment to that same invoice so we're just trying to get a better understanding of who has access who is making the adjustments so we could all be um you know we we have an invoice yeah yeah just we pull an initial in with one amount and then later it's changed so um if you could help us understand the process.
[AGENT][NEUTRAL] On the same page.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So this is what I'm gonna do. Let me go ahead and get a member of group billing on the line, um, only because this is their, this is what they do. So they'll be able to break it down more in detail for you, and I just want you to have a clear answer. Um, so let me get a rep for you and then I'll connect you two together and then they'll be able to answer all your questions for you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Great thank you.
[AGENT][NEUTRAL] You're welcome. Um, before I do that though, [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think it it all all my questions are um pertaining to billing in general and term dates and adjustments. Would it just be the billing, um, group billing department?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the, that, mhm.
[CUSTOMER][NEUTRAL] That could answer all of OK.
[CUSTOMER][POSITIVE] Great, OK, that's it then.
[AGENT][NEUTRAL] Alright, well, thanks for calling APL. Hold on one moment while I get a rep for you and then I'll be right back on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII] how are you doing?
[AGENT][POSITIVE] I'm doing good. Um, I have a group.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Well, a group admin, a group contact, and the CFO. They are all on the line.
[CUSTOMER][POSITIVE] OK, well, that's good.
[AGENT][NEUTRAL] Um, they're trying to understand like the billing and how the adjustments are made and who puts the comments on there, like they just have a lot of questions about their bills and I
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Um, it's 18005.
[CUSTOMER][POSITIVE] Thank you, ma'am. And who am I talking to, honey?
[AGENT][NEUTRAL] OK, so you have [PII], she's not on there, but they're about to send an email to add her. Um she's the CFO and then there's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, that's the main person, [PII], I believe her name is. She's on at um OSC admin, she verified.
[AGENT][NEUTRAL] And um who's the other person on the phone? I think it's just them two now because the other person left.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, and that's [PII] right, huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Did you get did you get did you get a callback number honey?
[AGENT][NEUTRAL] Mhm. It is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII], and I'm talking to [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, I'll be glad to help. Well, thank you so much.
[AGENT][NEUTRAL] You're welcome. Oh, and I did not write your name down. I was about to call you [PII], and I know you didn't say [PII]. Can you tell me your name?
[CUSTOMER][NEUTRAL] No, it's [PII]. It's [PII]. Is, is the name of this group Place of Hope?
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, alright, I got it thank you dear I appreciate it.
[AGENT][NEUTRAL] You good?
[AGENT][POSITIVE] OK, hold on one moment. Have a good day.
[CUSTOMER][POSITIVE] OK. You too, [PII]. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Hi there.
[AGENT][POSITIVE] Hey, thanks so much for holding. I have [PII] on the line with your billing and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Super thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi [PII].