AccountId: 011433970860
ContactId: 9cd50718-857f-40b6-905b-5d4cda84f5f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541190 ms
Total Talk Time (AGENT): 171618 ms
Total Talk Time (CUSTOMER): 135743 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/9cd50718-857f-40b6-905b-5d4cda84f5f5_20250521T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, you said your name is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Advantage Care Benefit Services, and I was, uh, just reconciling our statement, and we have, uh, 1234 people that are not showing a client showing up on our invoice.
[AGENT][NEUTRAL] OK, I'll be happy to look into that for you, [PII]. Um, it's just to, um, confirm, is the number you're calling from [PII] a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And could I please get your group number?
[CUSTOMER][NEUTRAL] OK, the group number is 13264.
[AGENT][NEUTRAL] Alright, and can you please confirm the group address that we should have on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you. All right. So let me go ahead and get that invoice pulled up so I can take a look at it with you.
[AGENT][NEUTRAL] And this is about your May invoice um 638-6894 be the invoice number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and what are the um employees that are missing?
[CUSTOMER][NEUTRAL] OK, the first one is uh last name is [PII]
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]. And what's the other one?
[CUSTOMER][NEUTRAL] And that's one [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and the second person is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the other person?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and the 4th person.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I am seeing.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] support that policy.
[AGENT][NEUTRAL] So I
[AGENT][NEUTRAL] That the people that you listed.
[AGENT][NEUTRAL] They are already paid to June, but their policies are still active, so let me see why they're paid ahead of the rest of the group.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so on March.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] I wonder if this is maybe a system error cause.
[AGENT][NEGATIVE] They're paid ahead of the rest of the group, but I don't see a reason why they should be.
[AGENT][NEUTRAL] Because your April invoice that was submitted on [PII].
[AGENT][NEUTRAL] They are listed on there and they're billed for April.
[AGENT][NEUTRAL] Which should have just paid them to May, but in our system it's showing.
[AGENT][NEUTRAL] A double payment.
[CUSTOMER][NEUTRAL] And that's for each one of those individuals?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] What I wanna do is um reach out to our IT department and see if maybe there was just some sort of a billing error whenever those people were processed for some reason, and then we can follow up with you on a phone call or an email, whichever you prefer, but I wanna look into this just to make sure I get you the right information.
[CUSTOMER][NEUTRAL] Alright, um, email would be best if you could.
[AGENT][NEUTRAL] OK, and could you confirm what email you would like us to reach out to you on?
[CUSTOMER][NEUTRAL] Um, I don't know which one you have on file. What's on there, it would be [PII] or [PII].
[AGENT][NEUTRAL] Yeah, we have [PII].
[CUSTOMER][NEUTRAL] And that's [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, that would be fine.
[AGENT][NEUTRAL] OK, all right. I'm gonna look into this and uh get a ticket put into our IT department and uh we'll get back to you um within 48 hours uh with a resolution of what's going on.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] But those policies are all active, correct?
[AGENT][NEUTRAL] Yes, they are still active. Um, the it's just they didn't show up on your May bill because it's showing that they're already paid to June, which I'm not seeing where they should be paid ahead of the rest of the group, so we'll look into that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, because I was gonna say I mean as you can see some of these people have been you know in.
[CUSTOMER][NEUTRAL] Um, well, let's put it this way.
[CUSTOMER][NEUTRAL] I just wanna make sure it's active so let's see what you get on your end but I've always just paid their premium as I got it so um anyway they may be ahead but I just wanna make sure they are covered, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, so they are they are covered, yeah.
[CUSTOMER][NEUTRAL] All right, well, [PII] I.
[CUSTOMER][NEUTRAL] OK, OK, well I'm not gonna pay this premium until I hear from you, OK?
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Because that's what it was. I was going to pay it and it didn't balance so thank you, [PII] and uh I appreciate your time in this.
[AGENT][POSITIVE] No problem, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.