AccountId: 011433970860
ContactId: b0d98f29-2cb1-4a3b-b3d5-71c2e5603a9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225880 ms
Total Talk Time (AGENT): 98221 ms
Total Talk Time (CUSTOMER): 89429 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/b0d98f29-2cb1-4a3b-b3d5-71c2e5603a9e_20250203T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well thanks for asking. [PII], this is [PII]. I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a um
[CUSTOMER][NEUTRAL] To let the group admin on the line uh for policy number 2443831.
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] And let me know when you're ready for my question.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and so she had a claim with us and so we took her premiums out for February, but it looks like I guess billing is also billing for uh February as well.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so I don't know if you know if they've already paid it. So in this instance who would get refunded the premium, the group or the insured?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh, I do believe this should go back. Oh, no, it's on cafeteria plan. um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do believe since the group is on cafeteria plan, it would have to be refunded back to the group and the group would have to be the one that.
[AGENT][NEUTRAL] Refunds it back to the insured.
[CUSTOMER][NEUTRAL] OK, and uh uh she also had a question, you know, is there a way, well, I don't know if how.
[CUSTOMER][NEUTRAL] I mean, I, I know y'all don't know when we make a payment I guess and when we take premium out of someone's, uh, thing, but I guess she was trying to figure out if there's a way so that she don't have to keep calling I guess whenever something has to be refunded.
[CUSTOMER][NEUTRAL] Because it's double paid
[AGENT][NEUTRAL] What do you
[CUSTOMER][NEUTRAL] How it
[CUSTOMER][NEUTRAL] You know, like we took the premium out, but then you all also billed her for February, so she wanted to know is there a way.
[AGENT][NEUTRAL] Yeah, because the policy is not on waiver, so yeah, it's still gonna be billed up until it ends up right now it's paid ahead of the group. So it wasn't on the January invoice and not on the February invoice. Um, so if her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claim is still gonna be paying premium, it's just gonna keep paying the policy, um.
[AGENT][NEUTRAL] A month, a month ahead or whatever, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] If the insured's not on the invoice and they don't need to send in premium if the premiums being taken from the claim.
[CUSTOMER][NEUTRAL] OK, but I guess her question was how would she know that, but I mean I know there's no way, I guess with the for the group to know that.
[AGENT][NEUTRAL] If I mean, if the insured's not on the invoice then.
[AGENT][NEUTRAL] That, I mean, that would be their, their clue, uh, but there's not a way for us to put on the invoices.
[AGENT][NEUTRAL] Uh, premium taken prior from claims or anything like that when they go out. No, I mean, there's, yeah, there's.
[CUSTOMER][NEUTRAL] Right, that's that's, yeah.
[AGENT][NEUTRAL] Yeah, there's not a
[AGENT][NEUTRAL] There's not the only, the only way that anything gets put on invoices is if the policy is on waiver.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] But if, if premiums being taken from the claim to get the claim paid, then yeah, I mean, there's nothing that.
[CUSTOMER][NEUTRAL] That's what I told her I just.
[AGENT][NEUTRAL] There's no kind of documentation that that billing does on the invoices.
[CUSTOMER][POSITIVE] Got you. That's what I told her and so I just wanted to be sure. Alright, thank you so much for that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK.