AccountId: 011433970860
ContactId: 96ecfa31-e3e9-47d2-ae25-31ef2a0b7259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 703289 ms
Total Talk Time (AGENT): 243412 ms
Total Talk Time (CUSTOMER): 326834 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/96ecfa31-e3e9-47d2-ae25-31ef2a0b7259_20250318T20:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from CP Franchising Cruise Planners. Wanted to check on the reinstatement of one of our employees.
[AGENT][NEUTRAL] OK, so you want to make sure the policy is active?
[CUSTOMER][NEGATIVE] Yeah it should be but it's not showing in the system and she's been paying for it since June of last year.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh. OK. Well, I'm definitely sorry for that. I'll be more than happy to look for you. So, June of last year, OK. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy number is hold on don't have that a memory uh gap group number I have a group number of 15821.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], I'm pulling up the group now. What's the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good
[AGENT][NEUTRAL] And can you verify her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She hasn't even been on the invoice that's how she asked me for a card and I went to pull a copy of her card for her and she's not an invoice but she's been enrolled.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Exception report. I'm just looking through the notes. Hold on one second.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] So matter of fact she was on the [PII] invoice and then she was not on the [PII] invoice and she's been enrolled.
[AGENT][NEUTRAL] OK, so this is what I'll do. Let me see if I can get a member of group billing on the line, um, to see how we can deal with the, how they, you know, how we can correct this discrepancy. First, I'm gonna look and see if there's another way to handle it, but hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Uh oh, that's not what I wanted.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] We need that billing discrepancy card back.
[CUSTOMER][NEGATIVE] You are on hold.
[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] Hey [PII], I'm good how are you?
[AGENT][POSITIVE] I'm doing good. I have
[AGENT][NEGATIVE] I don't really know what I have. OK, so the group admin is on the other line, but it's for a particular member within the group. She was showing up on the main invoice, but now she's gone. She's not showing up at all, and when you pull up the policy, it's lapsed. So I didn't know if it was customer service because it's that particular policy or if it's group billing because it was enrolled, but
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see what's the group number?
[AGENT][NEUTRAL] It's 15821.
[CUSTOMER][NEUTRAL] OK, and who do we have on the phone?
[AGENT][NEUTRAL] We have the group admin [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And do you have the policy that she's calling about?
[AGENT][NEUTRAL] Mhm. It is 219-843-8.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Um, so that policy lapsed in [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Hold on, let me make sure I went to the right thing because I got a few up. Hold on, I might have told you, I might have lied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, that's right. That's a group number. OK, I just want to make sure. Wait, what?
[AGENT][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because she's like, she's been active since June of last year and she's been paying, but then she asked me for her ID card and I went, this is the group admin thing. She went on the group, um, she went on the OSC to get the ID card and she didn't see her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so it looks like I wonder if customer service didn't reflect the lapse in coverage because it looks like back in March of last year they reinstated the policy effective [PII] with the lapse in coverage from [PII], so hold on, let me see if they.
[CUSTOMER][NEGATIVE] They did not. That's what happened. So customer service needs to fix the pay to date because they didn't change the paid to date when when they reinstated that policy to reflect the lapse in coverage.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, so they need to fix that. Um, there should be a lapse in coverage for, let me count the month, [PII].
[AGENT][NEUTRAL] July, August, September, October, November, December. So you said [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, [PII], so that's like.
[CUSTOMER][NEUTRAL] That's like eight months, yeah, because they paid April [PII] all the way to [PII]. Let me see if we have any suspense.
[CUSTOMER][NEUTRAL] Um, because she was just taking off the bill, um, so did she happen to say if that policy should be active? Is that why she was calling and because she couldn't find the ID card?
[AGENT][NEUTRAL] Yeah, she said it was, it should be active, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we have 2 months in suspense so what what we need to do is have customer service reinstate her policy back and correct the paid to date from that lapse in coverage and then we can apply what we have in suspense um now we only have up to November, so let me check it real quick and see if they paid anything else because they might need to sub bill them too.
[CUSTOMER][NEUTRAL] Um, I'm gonna put a note on the policy too, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Gosh.
[CUSTOMER][NEUTRAL] We might have to um get her information and um call her back. I don't wanna keep her on. I don't wanna have to transfer her so many times but yeah customer service is gonna have to reinstate her policy and sub bill because she hasn't been on the last couple of bills, so um.
[AGENT][NEUTRAL] To a call back
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll put a note.
[AGENT][NEUTRAL] So is this something I can tell her or this is like internal?
[CUSTOMER][NEUTRAL] Um, let me see what I would tell her is, um, just tell her that we need to do some more research on the policy and that you're gonna have a member of customer service call her back, um, that's all I would tell her right now, um, and then just get her call back information and I would put a hub request in to customer service and tell them um to review the policy, give them the call back information um and then.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, tell them that the policy should be active. I'm gonna put a note on the policy too, um, with, with the information that I've found, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so you can just yeah no you're fine no I I know um just reference to when you do that hub request just tell him to to look at the policy notes that I've put a note also on the policy kind of explaining some more too.
[AGENT][POSITIVE] Thank you so much. I'm sorry. I was just real confused.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I will. Thank you so much, [PII].
[CUSTOMER][POSITIVE] No problem, you're very welcome.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too, bye.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] Alright, thank you so much for holding. I apologize for that wait. So we did figure out um what what happened, um.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Basically, customer service um needs to change this pay due date from when it was reinstated. So they're getting ready to do that now and I'm going to have a member of customer service give you a call um to let you know that everything is, is done and that she's reinstated and it, you know, everything's on the right path, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we have any idea what kind of turnaround we have on that because she literally reached out to me because she wanted to file a claim. She's like, I don't have a card. Do I have a card somewhere? Where's my card?
[AGENT][NEUTRAL] So I'm gonna make it urgent. It's 3:[PII] here. So if
[AGENT][NEUTRAL] If they can, because some people are here until [PII]. So if they can give you a call back tonight, they will. If not, it'll definitely be tomorrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I can tell you that at [PII] I'll be here but the phones will be down at [PII] our time so we're, you're an hour behind us.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so if they can call me like, you know, if they can [PII] Eastern is, is when our phones go down, but if they can, they can certainly give me a call tomorrow if they're not able to do it today not saying to push it back. I'm just saying, yeah.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, I put [PII] Eastern time, the phones go down, um, and then is this is the [PII]. I'm sorry, I'm looking at the one above you, my apologies. 954344. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You had me going, wait a minute. You had me questioning all my life choices.
[AGENT][NEUTRAL] I was looking for 954, but I didn't notice the one above you was [PII]. So I'm sorry.
[CUSTOMER][POSITIVE] Oh, that's so funny, yeah, [PII].
[AGENT][NEUTRAL] Yes, OK, so I'll go ahead and send this over to customer service and I have it as urgent for you. So I'm going to push for today, but if not tomorrow.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it all right awesome.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] You too have a good one bye.
[AGENT][NEUTRAL] You too. Bye-bye.