AccountId: 011433970860
ContactId: 9814005b-2055-4556-bc23-b12c117135f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357059 ms
Total Talk Time (AGENT): 144618 ms
Total Talk Time (CUSTOMER): 149139 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/9814005b-2055-4556-bc23-b12c117135f1_20250324T14:48_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] Hi, and uh, my name is [PII]. I am calling from a broker's office um for Liberty Healthcare, and I just have a question about the recent March bill.
[AGENT][POSITIVE] OK, well, I can definitely help you with the um bill I get you to the correct place that can. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the um group number?
[CUSTOMER][NEUTRAL] Yep, it is 23325.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for it to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], can you, well, you've already given me the um group name. Can you verify and and and you gave me your phone number, um, just their address and your email address.
[CUSTOMER][NEUTRAL] Um, yeah, the company's address [PII]. Um, my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I go you said for the March invoice?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get that. Hold on one moment.
[AGENT][NEUTRAL] OK, and what questions did you have in reference to the March invoice?
[CUSTOMER][NEUTRAL] Um, so they had like mass.
[CUSTOMER][NEUTRAL] Lay off such terminations and in February and just with the timing of like the file feed um the March invoice generated before like all of this terminations process so like on the invoice there's like over 100 employees but like as of [PII] they truly only have like I think it's 18 people covered so I mean that's like a huge difference like normally we tell them to just like pay it as billed and like they'll get credited next month but because it's like.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We need some people that they're paying premiums for that they shouldn't. I was just curious, is there any way that like you guys could regenerate the March invoice showing like the only 18 people enrolled as of [PII] or sort of how to go about that just because it's like a huge amount.
[AGENT][NEUTRAL] Yes, um, and I definitely get that. So let me do this. If you don't mind, um, I'm gonna place you on just a brief hold, [PII], and I'm gonna check, um, I'm gonna give group billing a call to see what the options are. Um, they may ask me to transfer you to them, so just in case, if they do, is there anything I can assist you before I transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, it's just that bill, and yeah, like I said there's just a ton of people that aren't actually covered for March, so yeah, I just wanted to see what what they can do about that.
[AGENT][NEUTRAL] The options were. OK, so I'm gonna call them on the other line. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm OK. I have a question. I have a um agent on the other line and
[AGENT][NEUTRAL] You want me to give you the group number first?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I tell you what's going on. OK. It's 23325.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, Liberty Healthcare Corporation.
[AGENT][NEUTRAL] Yes. So they just did like this mass termination and it went from like 100 employees to like 18 and she's asking me, is there a way that we can regenerate March to only reflect the 18, but I didn't know how to answer that because I um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, no, we don't, we don't regenerate invoices for terminations. She'll need to reconcile the invoice.
[AGENT][NEUTRAL] OK, what are, do I need to get her to, she's asking me my options, her options, but I don't know her options. Um, so when you say reconcile, like what?
[CUSTOMER][NEUTRAL] Reconcile our invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she's gonna ask me.
[CUSTOMER][NEUTRAL] Go through and I mean she'd have to go through each of the ones that were terminated and take them off and deduct that premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see, do you mind, can I get her to you just in case, because she has a lot of questions. I don't want to get stuck.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Who's, who's on the phone?
[AGENT][NEUTRAL] Her name is [PII]. She's with the broker's office.
[AGENT][NEUTRAL] Foot.
[CUSTOMER][NEUTRAL] All right. Was anything verified?
[AGENT][NEUTRAL] Mhm. I verified her completely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, hold on one second.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she's going to be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Can I help you?