AccountId: 011433970860
ContactId: 9ff9b6d4-4f2f-4838-84ce-fca013b6bd64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479809 ms
Total Talk Time (AGENT): 212820 ms
Total Talk Time (CUSTOMER): 156199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9ff9b6d4-4f2f-4838-84ce-fca013b6bd64_20250304T14:53_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] calling from Centersstone Insurance, um, in regards to a termination.
[CUSTOMER][NEUTRAL] That was processed, but the member still shows on the bill. The group number is 24351.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For Ventana Sarah?
[AGENT][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] And I have the member's policy number as well if you need it.
[AGENT][NEUTRAL] Alright, give me just a second so I can pull up the group information and we can look it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, before we proceed, um, can we verify some information for the group first, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm, um, who would be the con, who do we have um the contact name?
[CUSTOMER][NEUTRAL] For the group?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] Um, I'm not sure. [PII]?
[AGENT][NEUTRAL] Mm, no, we have a different person.
[CUSTOMER][NEUTRAL] From the group, not from the brokerage, because we're the general agent for the group. I'm not sure who's the group contact.
[AGENT][NEUTRAL] OK, um, we can verify the address and phone number.
[CUSTOMER][NEUTRAL] Um, the address for Ventana is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what was the other items you needed?
[AGENT][NEUTRAL] Uh, the phone number.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Um, we have a different one.
[CUSTOMER][NEUTRAL] Oh boy, 1 2nd.
[CUSTOMER][NEUTRAL] Do you have [PII]? Is, is that what I said? Um [PII] and then I also have the [PII]?
[AGENT][NEUTRAL] Um, we have the one ending in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you very much. And I have pulled up the group and who do we have?
[CUSTOMER][NEUTRAL] Um, the policy number is 2461815, and this is for [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And we received confirmation that his policy was terminated as of [PII], on [PII], but the group advised that he still appears on their latest invoice.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see here that
[CUSTOMER][NEUTRAL] I want to know if it was probably a timing issue. I'm sorry, go ahead.
[AGENT][NEUTRAL] Mhm, I do see here that the policy is canceled and we don't have um
[AGENT][NEUTRAL] Uh let's see, we don't have any payment received for the QPHC and not any additional payment, um.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] It is indeed terminated. Um, OK, what I can do is, uh, now that we have the information since this will be a billing, um, concern, so they can look up the bill and probably it was just, um, the bill was sent after the, um, after the change was made.
[AGENT][NEUTRAL] Or before the bill was sent, probably before the change was made, um, so that's why it's still appeared, um, but I will get you connected with the billing department so they can look up into it and probably have the um the policy removed from the bill, right?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] All right, I'm gonna place you on a brief hold while I connect with the billing department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is Molaro Billing. How may I help you?
[AGENT][NEUTRAL] Good morning Meet. This is [PII] in customer service. I have a group admin, [PII], as well, um, with group number 24.
[AGENT][NEUTRAL] 351.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] They have a billing um concern.
[AGENT][NEUTRAL] Um, they terminated an employee at the beginning of the year.
[AGENT][NEUTRAL] I do see that the policy has lapsed, but um he is still being um listed on their invoice.
[CUSTOMER][NEUTRAL] OK, so got [PII] on the phone and she's calling on [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and the policy number, um, or the insured she's calling is, so I missed his name here.
[AGENT][NEUTRAL] [PII]. Policy number is
[AGENT][NEUTRAL] 246.
[AGENT][NEUTRAL] 1815.
[CUSTOMER][NEUTRAL] 2461815
[AGENT][NEUTRAL] Mhm. The policy is canceled already, um, but she's still being listed on their invoice.
[CUSTOMER][NEGATIVE] To cancel the fact that.
[CUSTOMER][NEUTRAL] I mean, when was it canceled in the system?
[AGENT][NEUTRAL] Um, she said that it was sent to us and we, um, responded back to them notifying it was canceled.
[AGENT][NEUTRAL] I see here the note, um, [PII].
[AGENT][NEUTRAL] Um, [PII] worked it, cancel policy book bookkeeper's request.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And they're still showing on the invoice?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's weird, but OK, um.
[CUSTOMER][NEUTRAL] You can send her on um, did you verify everything?
[AGENT][NEUTRAL] Mhm, yes, I did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm showing the policy la that one with the
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] You can send them on, send her on.
[CUSTOMER][NEUTRAL] Let's the issue.
[CUSTOMER][NEUTRAL] Who is, I mean, is.
[CUSTOMER][NEUTRAL] Cause I've got [PII].
[CUSTOMER][NEUTRAL] As our uh contact person.
[AGENT][NEUTRAL] Contact, yeah, she's not the, the person calling is not the contact.
[CUSTOMER][NEUTRAL] Send her on. I'll see what I can do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] We'll get him taken care of.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] You're so welcome, thank you and you have a good day.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you then, um, I'm so sorry for the wait. I was just explaining to, um, Miss [PII] in the billing department, um, all the situation with the employees still being listed on the invoice. She will go ahead and take care of you, alright?
[CUSTOMER][POSITIVE] All right, thank you. Mhm.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEGATIVE] You too. You are on hold.