AccountId: 011433970860
ContactId: b3aae1ac-3649-41f2-9dcc-aa460b6f960b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616299 ms
Total Talk Time (AGENT): 287808 ms
Total Talk Time (CUSTOMER): 229911 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b3aae1ac-3649-41f2-9dcc-aa460b6f960b_20250318T12:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling because, um, when I was paying the bill for our company the other day I noticed that somebody, um.
[CUSTOMER][NEUTRAL] Like was dropped off of the policy and it said the reason was a policy issue, so I'm just wondering um why they were removed and if we can add them back.
[AGENT][NEUTRAL] OK, can I get your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] What's the group number, [PII]?
[CUSTOMER][NEUTRAL] I, I don't have it. I'm driving, um.
[AGENT][NEUTRAL] I'll need that to verify the account.
[CUSTOMER][NEUTRAL] Um, can I verify it with any other way? Wait, I, I have my card, I guess. Is it on the card?
[AGENT][NEUTRAL] So are you calling on behalf of the group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It should be on the.
[CUSTOMER][NEUTRAL] I'm the group administrator.
[AGENT][NEUTRAL] OK, it should be on the, on your ID card if you have a policy with us.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it's 17067.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] And what is the name of the group?
[CUSTOMER][NEUTRAL] [PII] Inc.
[AGENT][NEUTRAL] OK, can you verify the mailing address there and then give me a good phone number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect. What's your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, [PII], thank you so much. And so was it an invoice that you received that showed someone removed or did you say you received a notification?
[CUSTOMER][NEUTRAL] Um, I, I log on to pay online and yeah, the invoice shows that that person was removed.
[AGENT][NEUTRAL] Who is the employee?
[CUSTOMER][NEUTRAL] So I actually paid.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me pull her up, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And why did it, you said it stated that she was removed because of
[CUSTOMER][NEUTRAL] It just said policy issue.
[AGENT][NEUTRAL] Policy issue, OK, let me check for you.
[AGENT][NEUTRAL] Did you receive a refund check for her?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] That would have been in 24.
[CUSTOMER][NEUTRAL] Yeah, that was in November and I had called and um she was supposed to be added back and then we paid for whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Months, um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I on this last invoice I paid for the 4 months for November December or December, January, February, March just.
[CUSTOMER][NEGATIVE] I don't know why she was taken off.
[AGENT][NEUTRAL] Yeah, what, what
[AGENT][NEUTRAL] What was her effective date? What was it supposed to be?
[CUSTOMER][NEGATIVE] That that was the original problem. It was, I think, [PII], but I had mistakenly put [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I spoke to someone in November and explained that and they I guess I, I thought they changed it and then because it said that we were like a year behind in payments or something or.
[AGENT][NEUTRAL] OK, did you, did you, I'm reading the notes here, did you send an email to APL to explain the situation and to request, um, the effective date change?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I don't remember, is that what I was supposed to do?
[AGENT][NEUTRAL] I'm reading the note. Yeah, [PII] is when this was noted, and it says that um [PII] is going to email me to explain this and request the effective date change. She also, she is also going to return the refund check since it should be applied to the policy. Once email is received, I will request effective date change and reactivate gave her care team email address along with mine.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] The lady that you spoke with and provided address for return check.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And I'm just looking it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] I thought that I did send it, um.
[CUSTOMER][NEUTRAL] Alright, I maybe I didn't send it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, and then the check was supposed to be mailed back by someone else did.
[CUSTOMER][NEUTRAL] I can follow up with them, I, I guess, um, or do, do you show that you received it back?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] No, no activity has been on done because we're waiting for that letter and I don't show anything received as far as premium for the check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where, what email address was it supposed to go to?
[AGENT][POSITIVE] Send it to care team that's all together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so if you can just explain pretty much what you explained before and that the effective date should have been [PII] I'm showing [PII], should it have been [PII] or [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I, I'm not at my computer. Um, it, it was in [PII], so I guess maybe it was [PII], OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that, OK, that matches that makes sense. So send us the email with the specific information that you just explained and also let us know what the effective date should be.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Um, well, you know, as far as the year.
[AGENT][NEUTRAL] Um, and then you're gonna check on the return of the refund check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, uh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then once that once that email is received, it'll go to the appropriate team and then they will get to working on it. I do see where you called back in December.
[CUSTOMER][NEUTRAL] OK, yeah, I thought I sent the email, um, OK, I guess that's on me, right, um.
[AGENT][NEUTRAL] Now, do you
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] I was gonna ask, did you need the claims mailing address to return the.
[AGENT][NEUTRAL] Well, you can check on the check first and you can.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It, I have that. I do have the address written down, um.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] What if we can't find the check? What should we do?
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Should I just send in another payment?
[AGENT][NEUTRAL] I tell you what, go ahead and send the email because it's noted that the refund check was to have been submitted back to us. Um, it's gonna go to a different area to research, and they'll be able to retrieve the check number and then verify whether it was received and or cashed.
[AGENT][NEUTRAL] So they could do that upon receipt of the email so let's just kind of go in that order.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. All right.
[AGENT][NEUTRAL] Uh, so let's get your email first, uh, detailing specifically what the situation is, uh, letting us know what the effective date should have been, um, it doesn't say what the amount of the check was though.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But they're, but OK.
[CUSTOMER][NEUTRAL] It was $58 and something.
[AGENT][NEUTRAL] I think I saw that. Hold on a second.
[AGENT][NEUTRAL] 5808.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so let me look here. It says on [PII], um, it says premium received for lapsed policy on [PII], $55.08.
[AGENT][NEUTRAL] So it appears that is that is that it? We did receive it premium received.
[CUSTOMER][NEUTRAL] Um, no, well, I think that I, I had paid it and then they said that the policy was, so then, uh, we were refunded, but on this last bill I paid for 4 months, um, extra like for her policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We refunded it.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] I got it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] But I guess we can sort out the payments.
[AGENT][NEUTRAL] And you know what, um, do you have a, do you have the invoice number where you submitted additional?
[CUSTOMER][NEUTRAL] I, um, I don't, I'm not at the computer.
[AGENT][NEUTRAL] OK, OK, OK, OK, so you may want to include that in how much you sent to bring it forward or current.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And perhaps a check number.
[AGENT][NEUTRAL] Check number in the.
[CUSTOMER][NEUTRAL] I paid on uh.
[AGENT][NEUTRAL] Oh, online.
[CUSTOMER][NEUTRAL] Like online, yeah.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So first step is to go ahead and get that email to us and then let us take a look at it um and of course your phone number should be in the email uh if we need to reach out to you we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, alright, thank you very much I appreciate this.
[AGENT][NEUTRAL] That sounds like a plan?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, and then I'll make a note that you did call and that you will be sending us an email regarding all of the above.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yes, yes, I'll send it right now.
[AGENT][POSITIVE] OK. All [PII]. Thank you, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.