AccountId: 011433970860
ContactId: b2886a2a-87b4-4787-b47e-2366da4e3ea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324170 ms
Total Talk Time (AGENT): 110462 ms
Total Talk Time (CUSTOMER): 160284 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b2886a2a-87b4-4787-b47e-2366da4e3ea1_20250219T17:47_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm the administrator on the account. Um, it looks like we, um, should have a credit on our current bill, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or not be charged twice for an employee, is it possible I could give you some info and you could pull it up and take a look at it with me?
[AGENT][NEUTRAL] Sure, uh, Ms. [PII], what's that group number, please?
[CUSTOMER][NEUTRAL] Sure, 17177.
[AGENT][POSITIVE] Awesome thank you give me one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and trying to think um.
[AGENT][NEUTRAL] Uh, what's the name of the group and the mailing address, please?
[CUSTOMER][NEUTRAL] Um, the group name is Broward Metropolitan Planning Association.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, Broward Metropolitan Planning Organization and the address is [PII].
[AGENT][POSITIVE] Awesome sauce. Thank you. Give me one moment and you say you're calling about a credit that should have been in place for the group?
[CUSTOMER][NEUTRAL] So what happened is on the bill I'm looking at which covers the month of January on the invoice for January we have employee listed um.
[CUSTOMER][NEUTRAL] About three quarters way down, [PII] and um apparently they hadn't caught up and they charged us the individual premium instead of coverage for him and his spouse.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Um, so when we got the new invoice they should have charged us the amount.
[CUSTOMER][NEUTRAL] 203 56 which they did on the [PII] invoice but then to retro they charged us the full 20356 again instead of just the difference that was between the single premium and the.
[CUSTOMER][NEUTRAL] Because he had added his spouse in January but it hadn't updated yet on the January bill.
[AGENT][NEUTRAL] OK, and what was his name again? I'm so sorry. Oh, never mind. Uh yeah, well.
[CUSTOMER][POSITIVE] Not a problem. [PII] is the last name and I can give you the policy number if that helps.
[AGENT][NEUTRAL] Oh, I think I found them.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] Is it 244-595-8?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] That's him.
[AGENT][NEUTRAL] And they charged twice 303 56.
[AGENT][NEUTRAL] Uh, like one for [PII] for February. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Right, and
[CUSTOMER][NEUTRAL] And he is on the January bill, so it should have just been the difference in premium for January.
[AGENT][NEUTRAL] Oh, I get what you're saying.
[AGENT][NEUTRAL] Like they had him on January, but they also have them twice on February.
[CUSTOMER][NEUTRAL] They had him on January as his employee only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he had added or um he had added his spouse effective [PII], but it didn't go through the system, so they just billed him as regular.
[CUSTOMER][NEUTRAL] Now that it's gone through the system, we do owe retroactively but we don't owe the whole monthly premium we only owe the difference between the 128 that we were charged in January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the correct amount, the 2, let me see here, the 20356.
[AGENT][NEUTRAL] 2035. OK. Uh.
[CUSTOMER][NEUTRAL] Yeah, so one is correct and then the other one for January we should have been charged a difference instead of the full premium that's all.
[AGENT][NEUTRAL] OK, I get what you're saying. Um, let me transfer you to, uh, no, you're fine. Um, I just want to make sure I got it right, but, um, let me transfer you to a billing representative and they'll be able to assist you further, OK?
[CUSTOMER][NEUTRAL] So it's off.
[CUSTOMER][NEUTRAL] Yep, yep, sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh that'd be great. OK.
[AGENT][POSITIVE] OK, thank you so much, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], um, I have a group admin, um, a group contact on the phone inquiring about an invoice. They were thinking they should have received a credit for an insured, since they are on the January bill, but they're on the February bill when they changed from individual to the spouse, and they're charged twice for January.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 17177.
[AGENT][NEUTRAL] I cannot
[CUSTOMER][NEUTRAL] And who's on the phone?
[AGENT][NEUTRAL] It's Ms. [PII].
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] All right. All right. Thank you so much. Have a great one.
[CUSTOMER][NEUTRAL] Mhm. You too.