AccountId: 011433970860
ContactId: 9ad52303-574d-4793-ba5c-c1396edd99b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586729 ms
Total Talk Time (AGENT): 224005 ms
Total Talk Time (CUSTOMER): 195575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/9ad52303-574d-4793-ba5c-c1396edd99b8_20250131T18:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] and group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm well. I have a broker on the phone and I'm wondering if you can give him a little bit more insight on um a potential billing issue. Um, his name is [PII], and he is the agent of record for group number 24,600. He's calling because um he's stating that.
[CUSTOMER][NEUTRAL] He, he wants to make sure that the group is paid to date, but when I go into GRMAI, it's only showing me [PII], but there are some paid to dates of [PII], which is what he says that his OSC says, so I was wondering, I didn't know if you saw any money out there because the group is saying or the group is telling [PII] that they've sent December and January and should be paid up till.
[CUSTOMER][NEUTRAL] Now, of course.
[AGENT][NEUTRAL] And you said you have who on the phone?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] 24,600. He's a broker.
[AGENT][NEUTRAL] And you've got a good callback number?
[CUSTOMER][NEUTRAL] Yeah, um, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so he's wanting to know if the group is paid up since the group said that they were calling, um, that they had sent payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] December and January, but I'm only seeing he's only seeing November up until November, and when I get in line on the GRMAI screen, I'm only seeing until [PII], which that's obviously not the Bible, but you know, I just didn't.
[CUSTOMER][NEGATIVE] I just don't know what exactly to tell them that they're paid up to.
[AGENT][NEUTRAL] OK, and that's [PII]'s welding and and fabrication?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help him with that. Let's see.
[CUSTOMER][NEUTRAL] Do you want me to join you or do you want to look, you have, you wanna wait just a second?
[AGENT][NEUTRAL] I mean, he, he's correct. It is, they, they're due for November, December, January.
[CUSTOMER][NEUTRAL] So he may have paid November, December.
[AGENT][NEUTRAL] No, they have not.
[CUSTOMER][NEUTRAL] They have not paid. OK, well, can I join y'all and you can um.
[CUSTOMER][NEUTRAL] Tell him.
[AGENT][NEUTRAL] Sure
[CUSTOMER][POSITIVE] All right, I'm gonna join you right now. Thanks, [PII]. I appreciate you.
[AGENT][POSITIVE] You're so welcome. Thank you and you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hey [PII], I have [PII] on the phone and she's in billing and she's gonna be able to help you from here, OK? All right, thank you. Thank you have a great day and thanks for calling APL.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in group billing. Um, I understand a good callback number for you is [PII].
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you're calling on group 24,600?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I can help you with that.
[AGENT][NEUTRAL] And [PII] said that you were calling because of the pay to date the group saying they sent payment for November and December and um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It's not reflecting on the online service center.
[CUSTOMER][NEUTRAL] Well, I went in just to check it myself because I wanted to make sure they paid in January and November December are still outstanding so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I figure I gotta get that fixed before I go to the next time.
[CUSTOMER][NEUTRAL] I don't know what's really bizarre about this is they I've got other, you know, the group insurance or disability and group life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] They're paying that every all every all the time for some reason.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] This is an issue, so I don't know what the heck's going on.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] I am looking to see because I am showing on the online service center that they are paying.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Well they are due for
[AGENT][NEUTRAL] November.
[AGENT][NEUTRAL] December, January.
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and 2, [PII], I don't know if you're aware of this, they can go online and pay this.
[AGENT][NEUTRAL] If there's something that they might want to do.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] I've I've offered to do it myself for him.
[AGENT][NEUTRAL] Oh [PII], well, they're I mean there's signed up for the online service. I mean it's and it's not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's not hard.
[AGENT][NEUTRAL] But I mean if that's something that they wanna do some groups don't like to, and I understand that. I get that, um.
[CUSTOMER][NEUTRAL] I, I understand.
[CUSTOMER][NEUTRAL] So what you're saying is they haven't paid any premiums since November.
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] The last premium we received.
[AGENT][NEUTRAL] Looks like June.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] But I don't know about that. Let me double check and see everything.
[AGENT][NEUTRAL] Because that was the June, that's what's on the online service center that doesn't mean anything. uh, let me see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see what we have.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks like they had lapsed, then they were reinstated.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] That's the reason why the other's not showing on there.
[AGENT][NEUTRAL] It's because whenever their laps like that, they um
[AGENT][NEUTRAL] It's not gonna show the invoices are taken.
[AGENT][NEUTRAL] Oh, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the last check that we did receive.
[AGENT][NEUTRAL] Was
[AGENT][NEUTRAL] In October.
[AGENT][NEUTRAL] And that paid.
[AGENT][NEUTRAL] For September.
[AGENT][NEUTRAL] Of 23.
[CUSTOMER][NEUTRAL] From the September and October, oh, that's when they caught everything back up.
[AGENT][NEUTRAL] That's when they called everything back up.
[CUSTOMER][NEUTRAL] OK, so they own so they.
[AGENT][NEUTRAL] To 101, so they do owe for November, December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now January.
[AGENT][NEUTRAL] And they really for them not to be lapsed, they really need to, I mean, I would suggest that they pay online.
[CUSTOMER][NEUTRAL] I know, I know, I.
[CUSTOMER][NEUTRAL] OK alright.
[AGENT][NEUTRAL] And get it done today.
[CUSTOMER][NEUTRAL] OK all right I will let him know.
[AGENT][NEUTRAL] If the, if, if they want, you know, if they wanna continue the coverage, they, I mean.
[CUSTOMER][NEUTRAL] Uh, they do, it's, you know, you're promising the employees that coverage and that's, it's part of their health plan. I'll just, I'll just, I'll just stop there, so.
[AGENT][NEUTRAL] But I mean,
[CUSTOMER][NEGATIVE] A little frustrated as you can tell.
[AGENT][NEUTRAL] I understand and that, that would be my suggestion.
[AGENT][POSITIVE] Is just to get them to pay it back because that is the quickest way and we'll see that it's done.
[CUSTOMER][NEUTRAL] OK, alright, the minimum they need to pay January, I'm sorry, November December.
[AGENT][NEUTRAL] November and correct.
[CUSTOMER][NEUTRAL] OK, alright, I will see if I can't get it done.
[AGENT][NEUTRAL] OK [PII], is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] You're so welcome. Well thank you for calling APL and you have a good weekend, OK?
[CUSTOMER][POSITIVE] All right you too thank you bye bye.
[AGENT][NEUTRAL] Mm. Uh-huh, bye bye.