AccountId: 011433970860
ContactId: a55fa74d-35e6-4008-a537-532c4d4c2d29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387529 ms
Total Talk Time (AGENT): 147744 ms
Total Talk Time (CUSTOMER): 187998 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/a55fa74d-35e6-4008-a537-532c4d4c2d29_20250124T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with the City of [PII], and I have our group number if you would like it.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] It is 26142.
[AGENT][NEUTRAL] OK, what's a good phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, let me give you my cell phone number that is [PII].
[AGENT][NEUTRAL] OK, let me pull up the information for the group.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What's the group name?
[CUSTOMER][NEUTRAL] City of Goose [PII].
[AGENT][NEUTRAL] And [PII] verify the um your email address and the group's uh current address.
[CUSTOMER][NEUTRAL] My email address is [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] OK, and what is the business phone number?
[CUSTOMER][NEUTRAL] Business phone number is [PII].
[AGENT][POSITIVE] OK, great. Thank you so much. And how can we help you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. So, um.
[CUSTOMER][NEUTRAL] I'm getting ready to pay the January invoice um and there were some.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looks like some changes where people made changes, for instance, um.
[CUSTOMER][NEUTRAL] I'll give you one of them was [PII]. It looks like she dropped the Medli, which I think is the gap insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So when I I go out and I'm adjusting those items.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she was not deducted on our side, but unfortunately, the total deductions that were taken and the money that was sent to you guys was $5,057.58 because we have a third party payroll provider.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So as I'm adjusting this bill, I've adjusted this bill down to $4,938.33 because part of it is the removal of some people, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That are not on the bill, uh, I'm sorry, removal of some people that just canceled coverage.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So my question is, and I'm just probably having a disconnect in my brain for a moment, is the money is already sent to you guys? How do I get a refund back?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so the, the, the, the payment that was, has the payment been made?
[CUSTOMER][NEUTRAL] It will be made today so because we use a third party provider, the money automatically goes out, um, so it will probably go out today.
[AGENT][NEUTRAL] OK. Without the corrections.
[AGENT][NEUTRAL] Without the the removal of the other some employees?
[CUSTOMER][NEUTRAL] Correct, so.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] So yeah, so I adjusted the bill based on.
[AGENT][NEUTRAL] Is mhm.
[CUSTOMER][NEUTRAL] Based on what I know, you know, I needed to do, um, and in which many of the things we caught like, you know, such as that [PII] individual, she was not deducted. I just removed her from the bill that's not a problem where I'm running into an issue with people is maybe people dropped some kind of coverage, for instance, um maybe [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] He, it looks like he dropped gap insurance, but we deducted for it, so that's, that's our issue, not y'all.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] However,
[CUSTOMER][NEUTRAL] The because we deducted it and it's going.
[CUSTOMER][NEUTRAL] You guys are gonna get money for that account even though there's nothing to apply it to.
[AGENT][POSITIVE] Got it. I got it because it's coming from a third party.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Got it. OK. All right. um, when, what I'm going to do, [PII], I'm gonna let you speak with the group billing team and I'll kind of give them a background of what you just said.
[AGENT][NEUTRAL] Um, and then they could give you the, I think there will be a refund of premium, but I'll let them, um, handle that. They're the experts when it comes to the premiums. OK, hold the line just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][NEUTRAL] I am good. I have a group admin on the phone. Her name is [PII].
[AGENT][NEUTRAL] And it's for group number 26142.
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] She's wanting to discuss she's trying to pay the January invoice online and she um just gonna give you a short because you'll need to kind of get her story that there were some employees uh that dropped some of the the meling coverages um and.
[AGENT][NEUTRAL] The their premiums are paid by a third party so that so APL will automatically get that that the premiums, but when she does her calculations of course with the uh the employees being removed what she should pay is less than what we're going to receive, so she's wanting to talk about the refund of premium.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and you said her name was [PII]?
[AGENT][NEUTRAL] It's [PII] and I verified her, I verified everything. Um, the phone number, um, that you see is for the group, but she gave me her phone, her cell number as a callback number, so I don't know which one you want.
[CUSTOMER][NEUTRAL] Is that the [PII] number?
[AGENT][NEUTRAL] That's the group's number, but she gave me her cell number if we needed to call her back. It's [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] What's that? What's that number, love?
[CUSTOMER][POSITIVE] Awesome. OK. All right, ready for whenever you are.
[AGENT][POSITIVE] OK, did you want the amounts of the premiums that was, that will be OK, discuss it. OK, good. Thank you. Here she comes.
[CUSTOMER][POSITIVE] No, we'll, we'll hash that out. No worries.
[CUSTOMER][NEUTRAL] Yeah