AccountId: 011433970860
ContactId: b6e7f921-b851-4f4f-a4bf-5927dd427ba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 661880 ms
Total Talk Time (AGENT): 410064 ms
Total Talk Time (CUSTOMER): 214903 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b6e7f921-b851-4f4f-a4bf-5927dd427ba7_20250409T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII], it's [PII]. Congratulations. I'm so happy for you. You're welcome. I have Miss [PII] on the phone and she is with the broker's office.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she did verify the broker information for me so that she could talk to us, but she is calling um about group number 25793.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is a credit that should have been issued back in January for [PII], and we don't have the um policy number for [PII], but she did say that he's not showing up on the invoice anymore and she just wanted to call and check in about the credit because they haven't received it yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that and see if we can get that worked out for him. You can go ahead and put her through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] No problem thank you bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, this is [PII].
[AGENT][POSITIVE] Hi [PII] how are you doing today?
[CUSTOMER][NEUTRAL] Very well and yourself?
[AGENT][NEUTRAL] I'm doing well thank you uh so I have all of your group's information from [PII] and she did let me know that you were calling about a [PII] I believe about a credit that was owed to the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, sure, I can definitely take a look at that and let's see what's going on so um she said that it was from January.
[CUSTOMER][NEUTRAL] Yeah and actually it's him.
[CUSTOMER][NEGATIVE] Yeah, yeah, because we requested he be terminated back in January and then I just took a look at all the invoices since then and he's not on there but there's no credit for him as well as like 4 other employees be terminated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me take a look at for [PII] and we'll also check on those other 4. So let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna um look up his policy and make sure that we've got it, um, confirm, I'll confirm the um termination date with you and that might be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That might be why let's see.
[AGENT][NEUTRAL] Here he is.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so we do have them terminated effective January the first, um, so let me pull up that July invoice and see if we can't see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's going on? I mean, I'm sorry, not July, January.
[CUSTOMER][POSITIVE] Wow
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Goodness, let's see.
[CUSTOMER][MIXED] Times going by fast but not that fast, please.
[AGENT][NEUTRAL] OK, January.
[AGENT][NEUTRAL] Um, OK, so it looks like, um, we actually removed the premium off of the January invoice we adjusted it for them for [PII], so they didn't pay the the January premium.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But they do have an overpayment actually um let me see it was $1000 1,217 dollars 3 cents um OK let me see.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So it looks like they had a couple of other terminations that were on that invoice um is one that you're mentioning for [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and let's see, this is the only two terminations that I see on January. Let me see.
[CUSTOMER][NEUTRAL] Oh no, not [PII], these are the ones that we did recently back in uh in March.
[AGENT][NEUTRAL] OK, OK, let me look at that overpayment for January and see if we issued that back to the group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we actually have that it looks like we actually have a couple of overpayments on file for this group um we have that January overpayment and it looks like we have also a November and December overpayment.
[AGENT][NEUTRAL] Let me see what's going on. Um.
[AGENT][NEUTRAL] It might be due to some terminations also.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Yes, it looks like um.
[AGENT][NEUTRAL] The all three of those invoices actually were overpaid and it looks like it was due to some terminations so we need to get that credited back to the group um and so that January overpayment is gonna include premium for [PII] as well um since we adjusted that invoice but they still overpaid it so let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You need to go in. I can add that they're actually due their um February, March and April are all outstanding for this group. So would you like me to apply the overpayments for all three of those months to to these invoices online?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Can I get like kind of this in writing so I can forward it to the group and they can see it and then they make the decision because I don't wanna.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK, um, I can definitely do that um I can send you an email with this information, um, and include the amount that was overpaid for each month, um, and they can also take a look at the invoice online and they can see that there. So, um, what I'll do is let me pull up, let's see, um, An[PII], I don't see your email listed here can you provide me with your email address?
[CUSTOMER][NEUTRAL] You know, do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]e, A N G I E M as in Mary at insurance CG.com.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I'll get that sent over to you um in just a moment, um, and let's check on those other terminations you said you had a couple more, um, who were they for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, so one, the first one is [PII] and all of these were terminated uh relatively on the same day around the uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up her policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like we have her terminated effective [PII], is that correct?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Uh believe these all should have been.
[CUSTOMER][NEUTRAL] [PII] terminations.
[AGENT][NEUTRAL] OK, let me look at her policy notes real quick.
[CUSTOMER][NEUTRAL] Yeah, it's 11 2025 11 yeah all of these should have been because they waived coverage for this year.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, OK, OK, let me see it looks like this was actually processed online by the group, um, I don't have uh.
[AGENT][NEUTRAL] I don't it it didn't leave a note with that termination. OK, OK, it didn't leave a note on here with the date. Let me check and see if we have anything um but we can also um get that.
[CUSTOMER][NEUTRAL] Yeah, I did that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Addressed if if we need to um in that that email that I'm gonna send you I I would just need some confirmation with the date but we can we can get that taken care of um let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because they all should have been off of the plan totally in January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, this was done on [PII], um.
[AGENT][NEUTRAL] For some reason it didn't come through with like a requested date um so.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me, I'm gonna include that in my email that I'll send you um just so that when you respond you can confirm that that term date should have been for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And we can definitely get that processed in that credit.
[CUSTOMER][NEUTRAL] Yeah, because that's weird because the system.
[CUSTOMER][NEUTRAL] When we do it in the system, it asks for a termination date and the qualifying event date and I'm seeing both of them as [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, did, did it, it should have given you like a confirmation. Do you have that confirmation?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK great yes ma'am that's actually great if you can um when you respond back let me know on those credits if you can attach those for me then I can upload them and we can get that processed as well and um if they want that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because the group was asking me.
[AGENT][POSITIVE] Yeah we can get that those credits added to their invoice as well um let me check you had a couple more.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the next one?
[CUSTOMER][NEUTRAL] Yes, so it's uh.
[CUSTOMER][NEUTRAL] [PII] was one and then I have.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want me to give you them all at the same time?
[AGENT][NEUTRAL] Yeah, go ahead, mhm.
[CUSTOMER][NEUTRAL] OK, then [PII]
[CUSTOMER][NEUTRAL] And I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then I don't know if you might want me to spell this one out it's [PII].
[AGENT][NEUTRAL] Um, spell the first name.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me take a look on those real quick.
[AGENT][NEUTRAL] Yes, [PII] is showing a termed to one.
[AGENT][NEUTRAL] Uh, they might all have the same. Let me check on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Yes, same for him, um.
[AGENT][NEUTRAL] Same for [PII], let me check the last one.
[AGENT][NEUTRAL] Yes, same for all of them it looks like, uh, so what I'll do is when I, I'm gonna um get this email created and send it over to you, um, and I can confirm the amounts that we have on file for the group overpayments that we need to credit the group and I'll also include all of these terminations, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just have you know in there for you to confirm that they should have actually terminated on [PII] and so that way when you respond to that email after you get with the group if you could just let us know how they want to take credit for these terminations and for those overpayments we can get that applied to their invoices and then we can send some revised copies over um does that sound good?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK perfect um so I will get this over to you shortly um was there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, that was it thank you.
[AGENT][NEUTRAL] OK, absolutely, um, so give me just a couple minutes to get this sent over, um, and then if, if you could, um, we'll.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Whenever you get um some confirmation from the group just respond back to that and we'll get it taken care of for you OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Will do perfect thank you.
[AGENT][POSITIVE] OK, absolutely well thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][POSITIVE] Thank you.