AccountId: 011433970860
ContactId: 98340f81-3292-4ddf-8601-6b3c3b42dd78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348380 ms
Total Talk Time (AGENT): 118469 ms
Total Talk Time (CUSTOMER): 163614 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/98340f81-3292-4ddf-8601-6b3c3b42dd78_20250313T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good afternoon. I'm calling because I have questions about one of the invoices.
[AGENT][NEUTRAL] OK, do you have a group number?
[CUSTOMER][NEUTRAL] Uh, yes, let me see if it's in here.
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Uh, um, yes, 23919.
[AGENT][NEUTRAL] Turn very all condominium association.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what about the phone number we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alrighty and uh please verify the contact person and um the email address we should have.
[CUSTOMER][NEUTRAL] Um, it should be [PII] and the email should be [PII].
[CUSTOMER][NEUTRAL] [PII] or office at [PII].
[AGENT][NEUTRAL] OK, and can, uh, can you say the contact name again?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] We have [PII]. Is that the correct person?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, yes, it's the same person mhm.
[AGENT][NEUTRAL] OK. And who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the assistant manager.
[CUSTOMER][NEUTRAL] Yeah it is.
[AGENT][POSITIVE] OK. And what can I help you with today?
[CUSTOMER][NEUTRAL] Oh, I'm calling regarding invoice number 6380118, and the reason why I'm calling is because we noticed that the total amount is higher than usual, and I see there's like several, I don't know if I should call it claims maybe for um [PII].
[CUSTOMER][NEUTRAL] For 70 to 28.
[CUSTOMER][NEUTRAL] And I just wanna make sure that there's it's not a mistake on the invoice because um it's a higher than usual.
[AGENT][NEUTRAL] Um, OK, let me take a look, um.
[AGENT][NEUTRAL] Invoice 6382697?
[CUSTOMER][NEUTRAL] 638-01118
[AGENT][NEUTRAL] 0 011. OK, that invoice has already been paid.
[CUSTOMER][NEUTRAL] Yeah, because we have it on auto pay, uh.
[AGENT][NEUTRAL] OK. Oh, OK. Um.
[CUSTOMER][NEUTRAL] But anyways we need to send it to the company we need to like do the reconciliation.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I'm just wondering about this price like the total amount.
[AGENT][NEUTRAL] OK, so let's see, yeah, there was [PII] that was listed several times. Let me take a look at his policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] It looks like the policy was um terminated back last year um and then reactivated and so it was the it was being billed for all the back premium.
[CUSTOMER][NEUTRAL] Are you [PII]? OK, thank you.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, why was he deactivated?
[AGENT][NEUTRAL] Um, let me see what we have in imaging.
[CUSTOMER][NEUTRAL] Yeah, he's a legacy employee he's been here forever.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] no.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] When you see.
[AGENT][NEUTRAL] Uh, oh, OK, there he is.
[CUSTOMER][NEUTRAL] See, yeah, yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, we received an email.
[CUSTOMER][NEUTRAL] Sometimes
[AGENT][NEUTRAL] Stating that the employee declined coverage effective [PII], so the policy was terminated, um, but since then it's been reactivated and um it was supplemental bill for all the back premium.
[CUSTOMER][NEUTRAL] OK, who sent the email?
[AGENT][NEUTRAL] Um, the agent broker's office.
[CUSTOMER][NEUTRAL] Do you know if if.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this policy that, OK, that's called meddling select group Medical supply. What is this policy the policy about? What, what's this product about? I'm so sorry. I'm trying to understand.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, this policy is the Medlik policy and
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, this is the Middlink policy.
[CUSTOMER][NEUTRAL] OK, how many months are we charging here?
[CUSTOMER][NEUTRAL] From when to when, let me see that.
[AGENT][NEUTRAL] Um, you were charged September, October, November, December, January and February.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, let me see because I have the invoice from.
[CUSTOMER][NEUTRAL] This is March, this is February. OK, so let me just.
[CUSTOMER][NEUTRAL] Make sure.
[CUSTOMER][NEUTRAL] December, let me see.
[CUSTOMER][NEUTRAL] That's so weird. Maybe he called and canceled and then he reactivated. I mean, I'm gonna have to find out with him, but thank you so much. That was very helpful.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be it thank you.
[AGENT][POSITIVE] Alright, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Of course you too bye bye.
[AGENT][POSITIVE] Thank