AccountId: 011433970860
ContactId: a0b6801e-0d81-4dd9-b905-345ac841fb7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473429 ms
Total Talk Time (AGENT): 228059 ms
Total Talk Time (CUSTOMER): 149744 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/a0b6801e-0d81-4dd9-b905-345ac841fb7e_20250325T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from 90 Degree Benefits. We are the COR administrator for we are the COR administrator for On track Lark, and they have an employee that, uh, their premium was not updated and I'm just trying to see if it's updated now in your system. It should be paid to [PII]. Uh, can I give you a social?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, yes, ma'am, you can.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the um insured's name?
[CUSTOMER][NEUTRAL] Insured's name is [PII].
[AGENT][NEUTRAL] OK, thank you. And then can you also give me their date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So I am showing, let's see if there's any active policies now. I'm showing that the last pay today that that we have on this policy is 121 of 2024.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I sent a message to the care team yesterday with this information and then since they didn't reply until after um at least um they didn't reply so I called or I sent the email to [PII] with the information and she replied that she's no longer in that department but care team would be taking care of this well that was since yesterday morning, so I don't have anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, so what I can do is I can um.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Transfer you over to group billing.
[AGENT][NEUTRAL] And let you speak with somebody there um for benefits in a card.
[AGENT][NEUTRAL] And check to see if they've received anything. What happens is when you send the email to care team they distribute to the department that the that the email is supposed to go to and we can check with group billing to see if there's they've received anything as far as um.
[AGENT][NEUTRAL] Well it might even be customer service probably customer service um if they've received anything as far as being able to update this um premium through exception report or even email from you so let's do that that way we can get you some answers.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh, OK, can we go to group billing first? I wanna skip all everybody and go to group billing if you don't mind.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, we can, we can go ahead and try group billing and if they can't handle it then we'll go to customer service, OK? We'll but we'll make sure we get you some answers. You're so very welcome, Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sounds good. Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] I, hey, I have Ms. [PII] on the phone. She's with Benefits and a card.
[AGENT][NEGATIVE] Um, she has an insured that has a pay to date of [PII] but said it should be paid through to March. She said she sent an email yesterday, um, to the care team to have this corrected, but she hasn't heard anything back.
[AGENT][NEUTRAL] And she's just calling to follow up to see if anybody's received the email if they're going to correct this policy or not.
[CUSTOMER][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] She just sent the email um.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's something that [PII] usually takes because she works with [PII]. um, what's that policy number? Let me pull that up real quick.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am. It's 255-5810.
[CUSTOMER][POSITIVE] Oh, I'm sorry, just one second, I apologize. The computer just decided, well, I typed wrong is what it was. Pro with computers they do exactly what you tell them to do.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Well, I do that too all the time.
[CUSTOMER][NEUTRAL] OK, 255.
[AGENT][NEUTRAL] 2,555,810.
[CUSTOMER][NEUTRAL] Alright, let's see, yeah, I do see the pay two days still 12 months.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The thing is, is
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We get, we push what we get, oh, I don't know.
[CUSTOMER][NEUTRAL] I don't know how to answer this because.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] Do you want me to just to look up [PII]'s number and transfer her to [PII]?
[CUSTOMER][NEUTRAL] What, you know, if that's possible because that's all I'm gonna be doing is asking her, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] It's, she, she handles it and she would be the best person to ask because she is so much more knowledgeable about it than I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, well I'm gonna get the um Miss [PII] back on the phone. I'm gonna transfer on over to [PII], OK? It's gonna be a.
[CUSTOMER][NEGATIVE] Thank you. I'm sorry to have wasted your time.
[AGENT][NEUTRAL] No, it's OK, it's OK. You gave me answers and I know where to send her.
[AGENT][POSITIVE] Thank you so much. Alright, thank you. Bye-bye.
[CUSTOMER][POSITIVE] All right. Good luck. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I know exactly who I need to send you to it's gonna be [PII], so it's gonna be a brief hold and I'm gonna transfer you on over to [PII] so that she can help answer your questions, OK?
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] We're sorry, the number dialed is not in service. Please check the number.
[AGENT][NEUTRAL] [PII] hm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Ms. [PII] from Benefits and a card, 90 Degree Benefits on the phone, and she is calling because we have an insured, uh, the policy number is 2,555,810. She's verified.
[AGENT][NEUTRAL] She sent an email yesterday asking for the pay date on this policy to be changed to uh [PII] I think is what she said and she's calling to.
[AGENT][NEUTRAL] Check up to see if that's going to be done today. I did let her know that as of right now, it hasn't been changed, but she wants to talk to somebody.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][POSITIVE] All right. Thanks, [PII].
[CUSTOMER][NEUTRAL] Alright you can send it to me.
[AGENT][NEUTRAL] OK, bye bye.