AccountId: 011433970860
ContactId: a883dd47-06fa-4720-8664-e4f391947493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326369 ms
Total Talk Time (AGENT): 149581 ms
Total Talk Time (CUSTOMER): 136867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a883dd47-06fa-4720-8664-e4f391947493_20250522T17:57_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 Goose Creek. I'm calling in reference to group number 26142.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the reference number is 26142 you said?
[CUSTOMER][NEUTRAL] No, that's a group number.
[AGENT][POSITIVE] The group number. OK, thank you very much. I appreciate that, Ms. [PII]. Let me look it up. That's OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] No, I had taken a bite right as you answered and I was like, oh.
[AGENT][NEGATIVE] Oh no, now I have to hurry.
[CUSTOMER][NEGATIVE] terribly time.
[AGENT][NEUTRAL] OK, Ms. [PII], um, can you please give me your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then um can you also just verify your physical address for me?
[CUSTOMER][NEUTRAL] Physical address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your email address, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying your group for me. How can I help you today?
[CUSTOMER][NEUTRAL] So I'm in a bit of a situation and I don't really know where to start, but we will try to make this as simple as possible, so.
[CUSTOMER][NEUTRAL] We had a participant. His name is [PII] who
[CUSTOMER][NEUTRAL] Turned essentially in February and his benefits turned effective the last day of February or the first [PII] of March. But for some reason his APL benefits stayed effective until [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I have said I emailed the care team. They have since backdated his termination to.
[CUSTOMER][NEUTRAL] 31.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Which is great.
[CUSTOMER][NEUTRAL] But it's going to show a credit on the next bill.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] But the problem is.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] We use a third party vendor for billing purposes and you guys are paid out of that 3rd party biller. That's how you get paid. They, they send the funds.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so essentially when he was refunded premiums for March on [PII].
[CUSTOMER][NEUTRAL] Y'all's deposit or y'all's payment would have been shorted.
[CUSTOMER][NEGATIVE] His premium for March because it got refunded in May, which is causing me grief.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In reconciling the bill.
[AGENT][NEUTRAL] OK. OK. So what I'm going to do, Miss [PII].
[AGENT][NEUTRAL] I you will definitely need to speak to the group billing department. I'm going to transfer you over, yes ma'am. I'm gonna transfer you on over to the group dealing billing department. I'm gonna explain to them what you've explained to me also let them know that you've already verified the policy so you don't have to go through that again and let them assist you further, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I figured so.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. You have a wonderful Memorial Day weekend and it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I've got um Miss [PII] on the phone. She is with City of [PII].
[AGENT][NEUTRAL] The group number is 26142.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] She's been verified. She has a member that terminated on March the [PII], [PII].
[AGENT][NEUTRAL] She explained that um a refund was sent to them for billing a premium for that [PII] termination date.
[AGENT][NEGATIVE] And it's showing up as a credit on their invoice now when it shouldn't be a credit on the invoice and they've got a third party um payer that pays their bills for them and it's causing havoc for her.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she has been completely verified, but she just needs to talk to somebody about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's [PII]?
[AGENT][NEUTRAL] Yes, ma'am, she's the contact.
[CUSTOMER][NEUTRAL] And that's [PII] and then a good call back number please.
[AGENT][NEUTRAL] Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and you said that was on [PII] who?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, can, I can help her with that.
[AGENT][POSITIVE] Thanks for that. OK. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You're welcome, dear. Mm bye-bye.