AccountId: 011433970860
ContactId: b58c69a5-cb03-4ab7-9666-4f0035bcd84a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485269 ms
Total Talk Time (AGENT): 215595 ms
Total Talk Time (CUSTOMER): 106730 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b58c69a5-cb03-4ab7-9666-4f0035bcd84a_20250303T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling, this is [PII]. I'm calling as the benefits administrator.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I see that we have a bill for $5,168 but um we're a bit confused on why it's so much because we use our bill is usually like 400 $500.
[AGENT][NEUTRAL] OK and um what group are you with?
[CUSTOMER][NEUTRAL] Um, group number, hold on one second, I think I just pulled that up. Um, group number is 25853.
[AGENT][NEUTRAL] OK, let me look that up and I may need to get you over to our billing team where they would be able to take a deeper dive with you, but hold on a second for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. Um, I pulled your most recent invoice and the reason it is so much is because both February and March are on the same invoice, um, but I looked and your group has paid for one, so.
[CUSTOMER][NEUTRAL] OK, yeah, I, I see that, but is it reason why it's 5000 because normally it's
[CUSTOMER][NEUTRAL] Cause if it's, if it's for 2 months, shouldn't it be like, like 1000 bucks for the most? Where's the 5000 from?
[AGENT][NEUTRAL] Um, let me.
[AGENT][NEUTRAL] Let me look at your February invoice and see what your February invoice shows.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like that.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like your group just renewed on February or should have renewed [PII], maybe they did.
[CUSTOMER][NEUTRAL] Yeah, that's our renewal thing.
[AGENT][NEUTRAL] But there's a whole group of brand new um
[AGENT][NEUTRAL] Policies like.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It looks like before that there were 123456789, 1011, 1212, only 12 policies total, I think, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And now you've got uh quite a few more that are brand new, so you would owe.
[AGENT][NEUTRAL] For having more people enrolled.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And 5000.
[AGENT][NEUTRAL] I mean, I mean, that's, yeah, I mean for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That I mean you have quite a few. Let's see if I can count them. Let's see if I can get somewhere else.
[AGENT][NEUTRAL] Yeah, for accident alone, you have 52 employees who are insured who are enrolled for um the group cancer, there's 16 enrolled, um, for CI critical illness, there's 16 enrolled. Uh, for hospital indemnity, there's 4 people enrolled, and for disability, there's 18. And like I said before February, you only had 12 total. So now you have
[AGENT][NEUTRAL] Um, all of those new enrollments and that will bring up the price.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] And before February, I had 12 in total for accident, critical illness, short-term disability, hospital indemnity, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see, before February.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] You had 123456789 1011. You had 12 policies total and they were all disability. So adding all of those new products and all of those new enrollments, you're the premium's gone up, um, not $5000 a month, but your invoice reflects the $5000 because it's for two whole months together, February and March.
[AGENT][NEUTRAL] So you're looking at
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, if you want to split the difference between two months, roughly about $2500 per month.
[CUSTOMER][NEUTRAL] And that's because 52 are rolled 16 in accident, 16 in critical illness, 8 in hospital indemnity, and what was the other one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Disability, hospital indemnity.
[AGENT][NEUTRAL] Critical illness
[AGENT][NEGATIVE] Um, cancer and accident.
[CUSTOMER][NEUTRAL] Cancer.
[CUSTOMER][NEUTRAL] And how many are enroll in cancer?
[AGENT][NEUTRAL] Uh, cancer 16.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] The accident is 16, cancer is 16, critical illness is 16, hospital indemnity is 8.
[AGENT][NEUTRAL] Hospital indemnity is 4.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] Disability is 18.
[CUSTOMER][NEUTRAL] 187.
[AGENT][NEUTRAL] An accident is 52.
[CUSTOMER][NEUTRAL] Accident 52.
[AGENT][NEUTRAL] I can send you a group detail report that shows everybody enrolled and what their premium is for each product, if that would be helpful.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And is your email, um, is it [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, yeah, let me send a group detailed report. It'll show everybody enrolled, every policy that they're on, and how much premium, um.
[AGENT][NEUTRAL] For each product that they pay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh no problem if you have questions, just give us a call back, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much for your time.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Right.