AccountId: 011433970860
ContactId: a1a3d32c-b238-4d06-99fb-50596dd5e549
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458519 ms
Total Talk Time (AGENT): 174817 ms
Total Talk Time (CUSTOMER): 243389 ms
Interruptions: 9
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a1a3d32c-b238-4d06-99fb-50596dd5e549_20250227T22:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, this is [PII] in billing. Um, I did you say this is [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, uh, so I have a group on the line, the group admin who's calling about, um, I see that they, uh, submitted for uh dependents to be dropped and I'm showing in the notes that it was done, but then when I look it up in Pine A P I A M, um it's still showing them.
[AGENT][NEUTRAL] OK, yeah. What's the policy number?
[CUSTOMER][NEUTRAL] 7504999
[AGENT][NEUTRAL] OK, let me find a screen here.
[CUSTOMER][NEUTRAL] Ok I have this right here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's making me put a note in this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 50499.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] I'm sure they're drop.
[CUSTOMER][NEUTRAL] I have a job.
[CUSTOMER][NEUTRAL] That's what I, that's what I saw, but then, uh, when I look in PIN, are you in PINAN?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because when I went to PI and Am I was showing both of them it's done in PI hasn't been completed yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, it's done in PINIM but it hasn't been completed yet, um.
[AGENT][NEUTRAL] So I guess whoever state that is will get it completed but um I'll talk to her and let her know that it's in it's in line to be processed.
[CUSTOMER][NEUTRAL] I guess that is will get it completed um we know that it's been processed, it's in line to be processed, OK, because she's saying that she's been asking for a while like since last year, so that's why I didn't know, yeah.
[AGENT][NEUTRAL] Really?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] If you want, do you wanna look into it a minute before I transfer or are you good?
[AGENT][NEUTRAL] Well, I don't have any way to, to see if they've gotten the request or anything, but, um.
[CUSTOMER][NEUTRAL] Well, I don't have any way to to see if they've gotten a request or anything but um.
[AGENT][NEUTRAL] If she said she sent an email.
[CUSTOMER][NEUTRAL] If she said she sent an email.
[AGENT][NEUTRAL] Who does she send it to? I wonder.
[CUSTOMER][NEUTRAL] Who does she send it to? I want the, I like. Do you hear the echo or mm mm I don't hear an echo.
[AGENT][NEUTRAL] I got an echo. Uh, do you hear the echo? or?
[AGENT][NEUTRAL] Every time I say something, I hear it again.
[CUSTOMER][NEUTRAL] I say something I hear it again.
[CUSTOMER][NEUTRAL] It might be me. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, but if you want, you want me to go ahead and join the call, or do you wanna look into something really quick first?
[AGENT][NEUTRAL] Uh, like I said, I don't, I don't have any way to find it, um, but I can talk to her and, and.
[CUSTOMER][NEUTRAL] I see, like I said, I don't, I don't have any way to find it, um, but I can talk to her and, and, OK, see who she sent the email to. OK, alright, thank you.
[AGENT][NEUTRAL] See who she sent the email to.
[AGENT][POSITIVE] Uh huh thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][POSITIVE] Hi, hi, yeah, I have, uh, [PII] from customer service who, um, she'll be able to assist you.
[CUSTOMER][POSITIVE] OK thank you OK thank you mhm.
[AGENT][NEUTRAL] Uh, good afternoon, [PII]. This is [PII] in customer services.
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. This is [PII] in customer services.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][POSITIVE] Are you? Good, good.
[AGENT][NEUTRAL] OK. I've got a real bad echo over here. You, are you, are you hearing an echo on, on your side or?
[CUSTOMER][NEGATIVE] I've got a real bad
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, not now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, she was stating that you've sent emails and stuff to remove these children from this policy.
[AGENT][NEUTRAL] Do you know who who who you sent those to or?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] On [PII] I emailed billing, the email address [PII] and then.
[CUSTOMER][NEUTRAL] [PII] sent me back an email on [PII] saying that the records indicate [PII] is [PII] old and that he would not be able to be removed until [PII] [PII] I guess.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And he, she said would be removed from coverage at that time. I do show that [PII] was removed in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will get that taken care of for you. um, let's see, we can remove uh [PII] back to [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I'll refund the difference in premium back, um, let's see.
[AGENT][NEUTRAL] Is it on payroll? No, it's employer paid, so it'll go back to the to the uh employer.
[CUSTOMER][NEUTRAL] OK, is there any way you could just credit the uh next invoice?
[CUSTOMER][NEUTRAL] I don't know if that would be the March or April. I was getting ready to um.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To enter to pay for [PII] I don't know if we uh owe anything there or not.
[AGENT][NEUTRAL] OK, I'm not in the billing department so I don't know how that works um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Well that's fine just do it however and then um we can start fresh and um now he's on my March bill do you want me to pay him or do you want me to um I mean pay for him or do you want me to just adjust it on the March bill? are you gonna do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me, I can get you how much it will change to.
[AGENT][NEUTRAL] And then you can just send in what it's supposed to be and then I'll refund back to you um.
[AGENT][NEUTRAL] The previous month.
[AGENT][NEUTRAL] It'll be 2294.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Instead of 37, what was it?
[AGENT][NEUTRAL] 3772 be 2294.
[CUSTOMER][NEUTRAL] Yes, and what is the difference?
[AGENT][NEUTRAL] It is but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I can't type right now. I'm.
[CUSTOMER][NEUTRAL] Well, I can do it. I have a calculator right in front of me. I don't know why um.
[AGENT][NEGATIVE] I keep getting the wrong number.
[AGENT][NEUTRAL] OK, it'll be $14.78 and it'll be for October, November, December, January, February.
[CUSTOMER][NEUTRAL] OK, do you want me to uh.
[AGENT][NEUTRAL] 5
[CUSTOMER][NEUTRAL] Do you want me to um.
[CUSTOMER][NEUTRAL] To not pay them uh his March premium or you gonna include that in your pre uh payment to us?
[AGENT][NEUTRAL] Um, on the March, uh, change his to 2294 and just send in only that amount and then I'll refund the, the 5 months at 14, whatever it was, it comes out to [PII]. I'll refund that back to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. OK, perfect well thank you so much I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No ma'am I think I'm good.
[AGENT][POSITIVE] OK, thank you for calling APL and you have a wonderful evening.
[CUSTOMER][POSITIVE] Thank you. um.
[CUSTOMER][POSITIVE] Uh you too thank you bye bye.
[AGENT][POSITIVE] Goodbye. Thank you.