AccountId: 011433970860
ContactId: b751de73-76da-4473-a866-31409911a8fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458519 ms
Total Talk Time (AGENT): 116827 ms
Total Talk Time (CUSTOMER): 227051 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/b751de73-76da-4473-a866-31409911a8fc_20250612T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good, um, good afternoon. I have a quick question in regards to my account. Can you help me out?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me give you actually I don't even have my um account number. Hold on one second, let me see if I can get any information.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] All right. Group number is 21954.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick.
[AGENT][NEUTRAL] BX Dental Technologies.
[CUSTOMER][NEUTRAL] Yes, yes. No.
[AGENT][NEUTRAL] Alright, can, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] This is my question, yes.
[CUSTOMER][NEUTRAL] Sure, it should be [PII].
[AGENT][POSITIVE] Thank you. And what about the uh contact name?
[CUSTOMER][NEUTRAL] It should be under [PII]. Last name [PII]
[AGENT][POSITIVE] Perfect thank you and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, you're speaking with [PII].
[AGENT][NEUTRAL] Alright, thank you [PII]. Alright, can you verify the uh phone number we should have on file?
[CUSTOMER][NEUTRAL] Make sure I have either [PII] or [PII].
[AGENT][NEUTRAL] Um, we have [PII].
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK. And what's a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Doesn't it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, [PII] and what can I help you with today?
[CUSTOMER][NEUTRAL] Thank you. OK, I have a question. We realized this a couple of weeks ago in regards to one of my employees, um, his name is [PII], and apparently, he denied the enrollment for GAP back in June or July of last year.
[CUSTOMER][NEUTRAL] So he was debited a couple of payrolls and he was deducted. I'm sorry uh for the uh for the uh for the gap but he when he called me up, um, he said listen, I, I don't understand why I'm still paying the gap. I contacted my outsourcing company, my.
[CUSTOMER][NEUTRAL] HR payroll outsourcing company, but I think that they, I, I don't know exactly what they're doing. The only thing is that um is there a way that you can see um on your records the amount that has been debited on his payroll uh as of [PII] until now.
[AGENT][NEUTRAL] Uh, [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]. Yeah, no, [PII] because we are doing enrollment next month and I know that he, he actually declined uh the gap. He did stay with the, with the health insurance, but he denied gap.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so according to our records, the policy is lapsed effective [PII]. So as of [PII], we received June payment, um, we received July, but then we issued a credit back to the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] Uh, $10106.02.
[CUSTOMER][NEUTRAL] Of how much
[CUSTOMER][NEUTRAL] 2 cents. OK. And then after that?
[AGENT][NEUTRAL] Um, not see, let me, I'm not seeing where we received anything, but let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII] 5:24 that would have been July.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, credit was issued on the August invoice.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEGATIVE] We didn't receive any premium past the July invoice.
[CUSTOMER][NEUTRAL] For July. So basically he was deducted for July, but we did give him a credit for 110602. Now, I just looked at the invoice yesterday, um, I'm sorry, today, and I do see his name listed on the account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm, I'm looking, I'm gonna.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I think if I log in into my payroll um I'll be able to see.
[CUSTOMER][NEUTRAL] When he was deducted.
[AGENT][NEUTRAL] He is not listed uh on the group as an active policy.
[CUSTOMER][NEUTRAL] Um, how about the one that I did yesterday, unless I did.
[AGENT][NEUTRAL] He has not been, he has not been active since last year so he's not on any invoices past the July invoice of last year.
[CUSTOMER][NEUTRAL] OK, hold on one sec. Let me, let me, let me just.
[CUSTOMER][NEUTRAL] OK. I don't understand why he doesn't want to pay, but you know what, it's his.
[CUSTOMER][NEUTRAL] OK, give me one minute please. I'm just, I, I just want to confirm what I'm looking at his, his pays stuff. I wanna see if I can.
[CUSTOMER][NEUTRAL] OK employee list.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, I'm gonna go through this list because I can't see from here right now, but I'm gonna go and see.
[CUSTOMER][NEUTRAL] And I just pulled an invoice. I just pulled an invoice right now. Um, this is the invoice number, um.
[CUSTOMER][NEUTRAL] 6390192.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says here,
[CUSTOMER][NEUTRAL] Coverage starts at 71.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] For coverage for 7461, you, you're saying that you're not, you're not, you're not seeing his his name on it. He's not, he's not under any coverage. Correct?
[AGENT][NEUTRAL] He's, he's not listed on 639-0192. No.
[CUSTOMER][POSITIVE] OK. All right. That's what I need. Thank you. That, that, that helps me out. Thank you, cause I need to I need to refund him back with some money. Thank you. Bye-bye.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.