AccountId: 011433970860
ContactId: 9c691d9e-3be9-48db-a89a-afc47adac015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566270 ms
Total Talk Time (AGENT): 204928 ms
Total Talk Time (CUSTOMER): 222029 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/9c691d9e-3be9-48db-a89a-afc47adac015_20250523T14:49_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I'm actually calling from Cosmo International, and we have a couple of questions on the bill. Uh, is that something that you can help us with?
[AGENT][NEUTRAL] I, I can certainly try, Ms. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Invoice
[CUSTOMER][NEUTRAL] The group number, give me a second.
[CUSTOMER][NEUTRAL] Give me a second.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Where is the invoice?
[CUSTOMER][NEUTRAL] Your invoice loading. Give me a second. I'm loading the invoices.
[AGENT][NEUTRAL] Mm. Sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Group number is 25309.
[AGENT][NEUTRAL] OK, thank you. And may I have the mailing address on file?
[CUSTOMER][NEUTRAL] On file is [PII].
[AGENT][NEUTRAL] OK, thank you. And Miss [PII], you are calling on behalf of the agent, um, the broker or the employer?
[CUSTOMER][NEUTRAL] The the employer, Cosmo International.
[AGENT][NEUTRAL] OK. All right. And how may I assist you with the invoice?
[CUSTOMER][NEUTRAL] Well, I, we noticed because we were reviewing the invoice in detail and some of the employees are not being charged the correct amount of monthly fee because of their age.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So, for example, when I go to.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She is, uh, she has medical employee plus spouse.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But you guys are charging 49 4920.
[CUSTOMER][NEUTRAL] But she's she's over the age to the next bracket of charge, which would be 7380.
[CUSTOMER][NEUTRAL] That makes sense?
[AGENT][NEUTRAL] Let me check and see. Um, OK, so.
[AGENT][NEUTRAL] Let me pull that one.
[AGENT][NEUTRAL] So that was the first one.
[AGENT][NEUTRAL] [PII]. OK, OK, give me just a second. I'm gonna go ahead and pull her policy really quick and see how it looks.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah and if you guys like do the date of date of birth for the employees I don't know if the system doesn't automatically update it or what but we just wanted to know how that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we have it as a couple's policy. Is that correct? That's how it's supposed to be a couple's policy? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me look at her age.
[AGENT][NEUTRAL] And she's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me um let me check the customer service and see what happened, OK? Because, um.
[AGENT][NEUTRAL] Yeah, it looks like it may be incorrect, but let me check with them. They're the ones that make those changes, OK? So let me check with them and see um what we can do about this, OK? One moment.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hello, I'm doing good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a question. I have a group in the line and she's calling because she believed the invoice is wrong. I know that that's, that's group billing, OK, but the question she has about a member and this I think is customer service. I'm just, OK, let me get this straight. OK, so um she thought that the premium will increase or will be different based on the age.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of the member, so she believes that we're charging too little for this member, and she said that she has noticed this for several of the members on the group. So I don't know if um this is something customer service handle or group billing handles.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I can definitely help with that.
[AGENT][POSITIVE] OK, good
[AGENT][NEUTRAL] All right, uh, the, the policy number I'm looking.
[CUSTOMER][NEUTRAL] Yes, anything related to the premium and age, it is us.
[AGENT][NEUTRAL] Uh-huh. Yeah, that's what I thought. I'm like, I know that I go to group billing just for payments and stuff, but I'm like, hm I think based on what she's telling me about the, you know, premium and I'm like, uh, it has to be customer service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so the policy number is 2161365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it's for [PII]?
[AGENT][NEUTRAL] [PII], mhm, yes. [PII], mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see. I got it. All right, you can go ahead and send her over.
[AGENT][POSITIVE] OK. All right. And she says she has a few more, OK, so she can give you the names on those. I just got this one. OK, here she comes. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] You're welcome. Oh, do you need the callback number? Let me give you the callback number because it's different. It's uh [PII]. Do you need the group number as well, or no?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, no, I, I can see the group number. What is the name of the person calling?
[AGENT][NEUTRAL] You have it, you can see it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK. So, you're ready? OK, here she comes. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] All right, I have it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding, Miss [PII]. I got Miss [PII] on the line. She's in the customer service department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Us to be
[CUSTOMER][POSITIVE] Hello, good morning, Miss [PII]. This is Hello, I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Good, how are you? I wanted to ask about uh a pricing uh situation with our one of our employees.
[CUSTOMER][NEUTRAL] Mhm yeah.
[CUSTOMER][NEUTRAL] Mhm. Yes, I'm actually, yes, I do have the information. So as from what I see here in the policy, um, the insured was, so APL.
[CUSTOMER][POSITIVE] It honors the initial age at issue. So if the insured applied and obtained the um policy with us before being [PII], we, we still honor that age.
[CUSTOMER][NEUTRAL] So we have her registered age at issue [PII], so even though if she turns [PII], um, as long as she doesn't lapse that coverage, we will still keep that age. That's why her premium doesn't go up. Um, we don't have here mhm so I don't see here that it is an attained age um product that's why the we still honor that age.
[CUSTOMER][NEUTRAL] If the product was in attain age then yes it would change once every insured turned um [PII]+ um but that is what I see here.
[CUSTOMER][POSITIVE] Perfect thank you so much I really appreciate your time. You're welcome you have a nice day.
[CUSTOMER][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] Bye-bye.