AccountId: 011433970860
ContactId: 9952a03c-bd0a-448b-9f91-a3db2a353c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456040 ms
Total Talk Time (AGENT): 209729 ms
Total Talk Time (CUSTOMER): 209367 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9952a03c-bd0a-448b-9f91-a3db2a353c7d_20250514T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from APL care team. I have another [PII] on the line. Um, she is calling on behalf of her group Coral Leasing. I've already verified her as an admin. She is saying that there is a um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employee named [PII], who was removed from the group about a year ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we received notice that she never removed her from the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said they were even on their March billing statement.
[AGENT][NEUTRAL] OK. What's that group number?
[CUSTOMER][NEUTRAL] The group number is 22469.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name is [PII] and the employee is [PII], and I have her policy number as well whenever you're ready for that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, that'd be great. I'm ready.
[CUSTOMER][NEUTRAL] 188
[CUSTOMER][NEUTRAL] 8479.
[AGENT][NEUTRAL] OK perfect and did you happen to verify her callback number?
[CUSTOMER][NEGATIVE] Oh my gosh, this is my first week. I did not do that. I am so sorry. I did not get her callback number.
[AGENT][NEUTRAL] Oh no, it's OK. No, it's OK. I can ask her. That's OK. I can ask her what her callback number is. I just wanted to check just in case. Um, yeah, no problem, [PII] and welcome to APL. I didn't, I did not know it was your first week, but um, yeah, welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] First week on the phone, yeah.
[AGENT][POSITIVE] OK, well, welcome. Absolutely. No problem, no problem at all. You can go ahead and send her over to me and I'll be happy to help her.
[CUSTOMER][POSITIVE] Thank you so much for that reminder though I really needed that.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], are you still there? [PII] from Coral Leasing, are you still there? OK, I have another [PII] on the line from Group billing, and she will help you with [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright thank you so much and have a great day.
[AGENT][NEUTRAL] Hi, [PII], um, my name is also [PII], um, and so I understand that you were calling about [PII], right? Um, about her showing up on the bills, is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, so what happened is I went to print her insurance card. I know it's not an insurance card, but the card, and it, I noticed she wasn't even listed as an employee on the policy and you know yes I do process this invoice every month and I didn't catch that she wasn't on there because somehow what I had in QuickBooks, the total matched and so I guess I coded one of them to the wrong you know something so anyway uh but I looked and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Whenever we uh.
[CUSTOMER][NEUTRAL] She was listed, you know, we have a broker that helps us get the policy renewed every year she was on that list to be, to be, you know, to stay on the policy, but for some reason.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[AGENT][NEUTRAL] To be issued last enrollment.
[AGENT][NEUTRAL] OK. Right, I see.
[CUSTOMER][NEUTRAL] Uh, yeah, she was.
[AGENT][NEUTRAL] OK, yeah, I see.
[CUSTOMER][NEUTRAL] But then on the [PII] she was on that one but she wasn't on any other ones after that and I believe our policy renews [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It does, um, let me look because yeah I am showing that the last premium paid was that [PII]. Let me see if I can look um and see if I'm able to access any of that renewal information from last year. Give me just a second and let me see if I can look in a couple places here.
[AGENT][NEUTRAL] See if I can tell what happens. You said that you do think that she was on that information at renewal last year?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe so.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] I can look at that. I, I never throw away any emails, so I might still have it.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, that'd be perfect if you do. I'm gonna check here, um.
[AGENT][NEUTRAL] And see if I can see anything on my end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I don't see anything, just it, it could just be, you know, that, um, I'm not looking in the right place. I don't, don't typically, um, view the group's renewal information, um, but we can definitely check um I can have somebody else check for that information, um, let me see.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or you know, honestly at this point it doesn't matter why she wasn't on the policy, but I, I would like to get her put back on and I understand that since you don't show she was on the policy when she had a claim that we wanted to file, you know, I, I get that that's kind of on us because I didn't catch that she wasn't on it, but I know that um typically if I want to enroll somebody.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I put their higher date and if it's been a long time it someone at your place says oh you're gonna have to pay for all those back premiums because our agreement is that after I think 60 days with a higher date we're supposed to pay for all those but I don't wanna pay catch up on something that I didn't mean for it to happen, but can we put her back on the policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so it actually looks like the group should be going through a renewal here again at uh June. So yeah, if you send her information in with that renewal, then we can get her back, um, if you happen to find that, well, like you said, I know you said you weren't wanting to pay that that back premium, but um if that were.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, since I don't wanna pay a whole year's worth, so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, well, um, since the group is up for renewal here at 61, if you would, um, include her information and with your regular, you know, your renewal information, um, then her she would get a new policy issued, you know, it would be with that renewal date that [PII]/1 renewal date of this year.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so we wouldn't have to pay for any of the back premiums, right?
[AGENT][NEUTRAL] Right, not if she's issued for 61 of this year, but if you're wanting, you know, if you're not wanting that lapse in coverage, then we would just need any, you know, the information that would have been sent in last year, you know, that that sort of information would have to be reviewed, but since you're you said you wouldn't want to pay that back premium then um if you'll just include her information her with your current renewal paperwork um as as an enrollment then we can get that taken care of.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well that sounds good then thank you very much.
[AGENT][POSITIVE] Yes ma'am, absolutely and if you have any other questions just feel free to give us a call back OK?
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][POSITIVE] OK will do thank you.
[AGENT][POSITIVE] OK, yes ma'am, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.