AccountId: 011433970860
ContactId: 9d5a9c6f-94f5-4797-a6c5-d91fd0ef9f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534320 ms
Total Talk Time (AGENT): 204341 ms
Total Talk Time (CUSTOMER): 251260 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/9d5a9c6f-94f5-4797-a6c5-d91fd0ef9f64_20250307T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, yes, I am calling about a bill, um.
[CUSTOMER][NEUTRAL] We had got with our agent and um you may have, it may be done it's just not updated before we got our bill in this month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But our account number or the invoice number that I'm um it's gonna be 006 or do you want the group number which would be easier?
[AGENT][POSITIVE] Group number, please. Thank you.
[CUSTOMER][NEUTRAL] OK, 2 um 257-42.
[AGENT][NEUTRAL] And what is the group name?
[CUSTOMER][NEGATIVE] Corrosion control.
[AGENT][NEUTRAL] And good mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then we have your email on file. Can we just verify that real quick?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. Thank you, [PII], and it would be my pleasure to assist you. Let's see.
[AGENT][NEUTRAL] And you said, what was the invoice number?
[CUSTOMER][NEUTRAL] Um, the invoice number is 0006383062.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] We've got Conception [PII]. She has been on the bill since.
[CUSTOMER][NEGATIVE] December, but she did not renew with um this insurance.
[CUSTOMER][NEGATIVE] She should not be on, she didn't choose to renew with this insurance.
[AGENT][NEUTRAL] You said conception.
[CUSTOMER][NEUTRAL] So when we did our open conception [PII], so when we did our open enrollment.
[CUSTOMER][NEUTRAL] And um December.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] She should have not been on the bill because she.
[CUSTOMER][NEGATIVE] She didn't renew it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking um.
[AGENT][NEGATIVE] It looks like they have lapsed her policy.
[AGENT][NEUTRAL] Let's see when that was.
[AGENT][NEUTRAL] On [PII]. Have you emailed the care team at [PII] with that information?
[CUSTOMER][NEUTRAL] Um, I believe our, um.
[CUSTOMER][NEUTRAL] Agent did.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You wanna hold just one moment. Let me just verify. I think that that has been taken care of, but you said that it was as of [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, it should have been back, yes ma'am, no, um, [PII], 121 is when we started our new we do, um, yeah we do [PII] our end date and so our renewals are [PII] and yeah she did not renew so it should be for like December, January and February and now March.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I'll just get everything pulled up and I'm gonna, I'm gonna check on that for you if you don't mind.
[CUSTOMER][POSITIVE] Thanks. No, that is, thank you so much because that's one last thing I have to worry about, and get it done.
[AGENT][POSITIVE] It's nice.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Mark that one off, right?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, yeah, a little things to do list just it's like, yeah, just let me not mark a few off before I get more.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I know they grow quicker than they go away.
[CUSTOMER][POSITIVE] Yes, yes, and I, I had just told my daughter-in-law we just got to work a little bit and I was like, you know what, I don't even wanna open up my emails until I get stuff done when I gotta get done and of course I just open up my email and I'm like, OK, yep, there's more to do.
[AGENT][NEGATIVE] You're like, no.
[CUSTOMER][NEGATIVE] There's more to do. Yes, goodness, it's like no, I don't want to look at it.
[AGENT][NEUTRAL] Let's, let's.
[AGENT][NEUTRAL] Well, let me just verify with our billing department that they have taken care of that for you and I'll be right back with you if that's OK.
[CUSTOMER][POSITIVE] OK, that's perfect. Thank you.
[AGENT][POSITIVE] All right, thank you, Ms. [PII] one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Thank you for calling JPL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I'm just wondering if you can check on something for me. I've got a group admin on the line.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thank you. I appreciate that.
[CUSTOMER][POSITIVE] No problem. What's the group number?
[AGENT][NEUTRAL] It's 257-42 for corrosion oh I can't say it I got Friday brain corrosion control.
[CUSTOMER][NEUTRAL] corrosion control.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] OK, uh, yeah, I have it, I have it pulled up when.
[AGENT][NEUTRAL] OK, so I've got [PII] on the line. I do, and she's calling in regard to an employee Concecion Pasina. She's checking to see if the agent has contacted us and she did not renew in December.
[AGENT][NEUTRAL] I don't see any notes, but I do see her policy has lapsed, and she's trying to make sure that that has been taken care of.
[AGENT][NEUTRAL] And I asked her if she had emailed the care team and she said, well, I think the agent has.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And I don't know how to check on that other than I, I do have [PII]'s policy pulled up if you need that as well.
[CUSTOMER][NEUTRAL] Yeah, um, what's the policy number because I was just looking in GRP IQ. I was gonna look up by his name.
[AGENT][NEUTRAL] Yeah, yeah, um, it's 244.
[AGENT][NEUTRAL] 9872.
[AGENT][NEUTRAL] So I don't see anything in the notes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I do see that it was turned on [PII], but she was stating that she did not renew on [PII].
[CUSTOMER][NEUTRAL] OK, so then we may need to refund 3 months of premium.
[CUSTOMER][NEUTRAL] Oh, the group termed her for 31, so they didn't. OK, uh, you can transfer her because I may need to get with enrollment or sorry, new business, um, to see if they put that on their form for renewal that this person was not renewing and we renewed her in error because that'll determine if they're eligible for a refund or not.
[AGENT][NEUTRAL] OK, alright, I will transfer her to you and her callback number is the number on file.
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] Um, my pleasure. Thank you, [PII], for helping her. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Yeah, thanks. Let me get her on the line.
[AGENT][POSITIVE] Miss [PII], thank you for your patience.
[CUSTOMER][NEUTRAL] Tell her mama said, mama testified for that for sure for her.
[CUSTOMER][NEUTRAL] Oh my goodness, sorry, my daughter-in-law showed me a uh a video.
[AGENT][NEUTRAL] Hello
[AGENT][POSITIVE] Oh, that's fine. Uh, uh, you know, laughter, I love to hear laughter, so that's fine. But, but I do.
[CUSTOMER][NEUTRAL] Well, my daughter.
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] I was just telling her yesterday, I said, it must be time for your period because I said, I could, she was telling me I was like, girl, you ain't gonna tell me nothing. I could tell two days ago. She just sent my daughter-in-law a video of a horse and he's walking or she's walking all pretty in the stall. I said, it may be time for my period when I won't say that, but you'll see signs and all of a sudden the horse just headbutted somebody, kicked him in the face.
[CUSTOMER][NEUTRAL] I was like, yep.
[AGENT][POSITIVE] That's funny.
[CUSTOMER][NEUTRAL] That's so, but anyway, so.
[AGENT][NEUTRAL] Sure. That's funny. Well, I have got Bree in our billing department. She's checking on um the.
[AGENT][POSITIVE] Information for Concepcion for you and she'll assist you further. All right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you and you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you? I'm doing well. Um.