AccountId: 011433970860
ContactId: 9823ed36-0671-4d82-8db8-e9dcacb744ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1121770 ms
Total Talk Time (AGENT): 458155 ms
Total Talk Time (CUSTOMER): 380683 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/9823ed36-0671-4d82-8db8-e9dcacb744ec_20241230T20:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII], and I am calling in reference to group number 26142.
[AGENT][NEUTRAL] OK, [PII], and what is your callback number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] OK, and how can I help you today, [PII], while our big group's information is loading and then I will have to verify several things with you for security.
[CUSTOMER][NEUTRAL] Sure, um, so I'm trying to add some people that, um, essentially we're effective for December benefits but we're not on the December bill, um, so it's asking me for like the employee number and like the policy number and I'm trying to figure out where to find that out.
[AGENT][NEUTRAL] OK, so you're you're adding new employees, is that correct?
[CUSTOMER][NEUTRAL] Correct, so these are employees they correct and their benefits were essentially effective [PII], however, they were not on the December bill, but because they were effective [PII], they were collected during the December payrolls.
[AGENT][NEUTRAL] You're enrolling new employees?
[CUSTOMER][NEUTRAL] So now I'm trying to get them added to the bill so that I can get it paid.
[AGENT][NEUTRAL] OK, so first off, let's uh verify the group's information for security and then we can go from there, OK? So if you would verify the name of the group and the address.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][NEUTRAL] The is the city of [PII] and the address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then your email, please?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK, thank you, and then the primary phone number that we would have on file for the group.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] It's all different.
[AGENT][POSITIVE] OK, thank you so much alright so let's see so your group just went through renewal OK.
[AGENT][NEUTRAL] So give me just a moment to look at a couple of things.
[CUSTOMER][NEUTRAL] OK, and we're talking about the December bill. We're not talking about the January bill yeah.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] Right. OK. So how do you typically enroll them, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't typically enroll them that would be my HR.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's see.
[CUSTOMER][NEUTRAL] So I'm trying I'm on the like the secure site to pay the invoice and to essentially reconcile the invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is where I'm finding I need to add some people to the December invoice.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I don't know you know I don't know where to find the policy number, the EE number.
[AGENT][NEUTRAL] OK, so, OK, let me see if we have these members enrolled at at all. If not, you can send an email in to our care team at [PII], [PII], with the enrollment for the new members so that we can get those enrollments processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They are enrolled based on what I'm seeing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, let me get to that thing.
[CUSTOMER][NEUTRAL] They're just not on the December bill because the December bill obviously comes out very early.
[AGENT][NEUTRAL] OK, give me one of them's last name so I can just see what I've shown in the system.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And he had a 12.
[AGENT][NEUTRAL] OK, so you're needing to add for 3 policies for him. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] You should be able to see.
[AGENT][NEUTRAL] Well, you're not no because they weren't on the OK, I can provide you each of the group. How many employees do you have?
[CUSTOMER][NEUTRAL] I've got 3 employees. [PII]'s got the most.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policies, let me see who.
[CUSTOMER][NEUTRAL] And we used to um.
[CUSTOMER][NEUTRAL] One person has one policy and my other person.
[CUSTOMER][NEUTRAL] Has one policy, OK, so [PII]'s got the most.
[AGENT][NEUTRAL] OK, so he has 3 total policies.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So his group accident policy number?
[CUSTOMER][POSITIVE] OK, group actually let's start there policy number OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 257.
[AGENT][NEUTRAL] 0112.
[AGENT][NEGATIVE] His group cancer.
[CUSTOMER][NEUTRAL] OK, let me ask this. I've got a call for EE number.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And I don't know what that is.
[AGENT][NEUTRAL] EE number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And it's weird because
[CUSTOMER][POSITIVE] They kind of seem to go in order.
[CUSTOMER][NEUTRAL] But it's not something like if I look at another individual her EE number is the same on both policies and then the next person on the list has the exact same number the last digit is different.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I like on [PII] [PII], do you see uh does it have a, what is the ID number, the whatever number you're saying besides the policy number?
[CUSTOMER][NEUTRAL] You know it's not that I'm seeing it's a it's a column it's wanting me to put in a number there.
[CUSTOMER][NEUTRAL] I don't have a number there. The column heading is just EE number.
[AGENT][NEUTRAL] And this is, and you're logged into the online service center portal in the admin. Is that what is, I wanna make sure before I.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Before I transfer you anywhere and then they have to try and transfer you again, [PII]. I think that is gonna, um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That someone in our billing department is going to need to be the one to help you with that because I'm not even sure what that is, to be honest and I, I, I don't know what an EE number is.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Well I mean we use employee like EE to signify employee number however like when I look when I look in benefit summary, when I look on you know the employee navigator, I don't see anything for holding in that like a number like that.
[AGENT][NEUTRAL] Right, but
[AGENT][NEUTRAL] And I don't think
[CUSTOMER][NEUTRAL] And I didn't, I didn't even see his policy number or anything that would make this easier for me so that I didn't have to call.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Let's go ahead and let's get the policy number on the other, uh, other accounts and the other two individuals and then we can figure out what this EE number is. So what is the policy number for what are we doing next? the cancer?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, cancer, it's very similar to the other one. Instead of ending in 12, like the group accident, it's 15. Everything else is the same.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, and then he's got the.
[AGENT][NEUTRAL] And then his med link is 16.
[CUSTOMER][NEUTRAL] 2570116 alright so then let's, so my next person.
[AGENT][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] Is [PII], oh, you tell me when you're ready.
[AGENT][NEUTRAL] Yeah, because I'm gonna have to go back into the group's information, so give me just a second, that's OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, and what was the next name?
[CUSTOMER][NEUTRAL] [PII], and that is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell that one more time for me.
[CUSTOMER][NEUTRAL] Uh huh it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] She must
[AGENT][NEUTRAL] I don't even I don't have a I don't show a policy for him. What's the first name?
[CUSTOMER][NEUTRAL] [PII] When I looked in the employee navigator, I was seeing the same thing, but he's not a term employee and he had the policy in November.
[AGENT][NEUTRAL] OK, I'm only looking under active policies. So he should or should not have an active policy. I'm only looking at active.
[CUSTOMER][NEUTRAL] But he should have an active policy.
[CUSTOMER][NEUTRAL] He's not a terminated employee, and he had a policy in November.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm let's see what he has in November.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the last name is [PII]? OK, there he is.
[CUSTOMER][NEUTRAL] HKO and he had a cancer policy.
[CUSTOMER][NEUTRAL] In November
[AGENT][NEUTRAL] Mhm. And I show, well, I showed the term 101.
[CUSTOMER][NEUTRAL] Can you tell me why it turned?
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] No, it says, was termed by.
[AGENT][NEUTRAL] Yeah, that's another one that I'll have to connect you.
[AGENT][NEUTRAL] The billing's gonna have to help with because I can't.
[AGENT][NEUTRAL] I actually
[AGENT][NEGATIVE] Customer service will have to help with this one. I don't know why it turned back. It looks like it accidentally just was turned but reactivated.
[AGENT][NEUTRAL] And then I don't know why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't tell that. And I don't wanna tell you wrong, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright, so with him, with him I can use the November bill for the policy number, so that one.
[AGENT][NEUTRAL] That's the 244-6493.
[CUSTOMER][NEGATIVE] Yeah, all right, and it was a cancer, OK.
[CUSTOMER][NEUTRAL] So we've gotta go with billing and then we've got to go with customer service so give me just one second on.
[AGENT][POSITIVE] You're gonna get to talk to all of us today, and I'm sorry about that. It's just
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][NEUTRAL] OK, um, my next person is.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] You tell me when you're ready.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's, yeah, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] IER.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And his is just a group accident. Is that correct?
[CUSTOMER][NEUTRAL] I, I don't know because he, I don't see him in anything.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually, let me look.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's all that I have, we have acted for him.
[CUSTOMER][NEUTRAL] [PII], let me see what his profile shows in the navigator.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, it looks like accident, so let me put that in there. A, what is that policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 257.
[AGENT][NEUTRAL] 0114.
[CUSTOMER][NEUTRAL] 25,700 or 0114 OK.
[AGENT][NEUTRAL] 250, 2570114.
[CUSTOMER][NEUTRAL] OK perfect so then my next question is.
[CUSTOMER][NEUTRAL] Is it better to go to billing to get the EE number or is it better to go to customer service and figure out what's up with [PII] first?
[AGENT][NEUTRAL] Well, first we can, I can transfer you to customer service so that they can get that and then they can, they may be able to answer that other but I don't, I don't know what that is, the EE.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you're, mhm, and you said that you're logged in, you're seeing that column in the online service center or in the.
[CUSTOMER][NEUTRAL] The EE number?
[CUSTOMER][NEUTRAL] Right, the [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Where I pay all my bills.
[AGENT][NEUTRAL] OK, yeah, I don't know that customer service will be able to answer that one for you, but we'll, I'll let them know that, [PII], and that they may potentially need to transfer you on to billing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So is there anything else that I can help you with before I do?
[CUSTOMER][NEUTRAL] No ma'am, I think that'll be all.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope that you have a very nice and um [PII] [PII].
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thank you so much. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Doing good, how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. Um, I have an admin on the line, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group, well, I'll just give you this one particular member's policy 2446493.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm and this is [PII] who is the admin for the group.
[AGENT][NEUTRAL] That's on the call.
[CUSTOMER][NEUTRAL] Alright, give me just a minute. I was working on the policy and I have to put some notes on it.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK. Did you get the policy pulled up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so this is [PII] on the on the line she's the admin for the group.
[AGENT][NEUTRAL] And she's trying to get some things straightened out on their invoice and this gentleman's policy is turned and she says it should not be.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I can see that it was, says it was lapsed in there and then it was fixed, but it's, it's termed again.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then she's also got a question which I think is just gonna have to go to billing [PII] I don't know because I'm not familiar with it.
[AGENT][NEUTRAL] Within the online service center there's an EE column, an EE number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know if you know what that is. If you can help her with that. If not, then I guess that's gonna, she'll have to go to group billing.
[CUSTOMER][NEUTRAL] Yes, that will to billing now.
[AGENT][NEUTRAL] So she's trying to add some other people, yeah, she's trying to add some people on their invoice.
[AGENT][NEUTRAL] That have policies that that anyway but then Shamasco.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Needed to come to y'all first and then you can connect her with uh.
[AGENT][NEUTRAL] Billing.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] And her number, the number in the system is valid for the group, but her more direct number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] Alright, well, are you ready for [PII]?
[CUSTOMER][NEUTRAL] Mm yes a little bit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Thank you, [PII]. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, all right, thanks. Bye bye.