AccountId: 011433970860
ContactId: bb82b988-cf37-4b5e-8499-1ab47945f220
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481660 ms
Total Talk Time (AGENT): 211881 ms
Total Talk Time (CUSTOMER): 243646 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/bb82b988-cf37-4b5e-8499-1ab47945f220_20250307T16:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling JPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just wondering if you can check on something for me. I've got a group admin on the line.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Yeah, thank you. I appreciate that.
[AGENT][POSITIVE] No problem. What's the group number?
[CUSTOMER][NEUTRAL] It's 257-42 for corrosion oh I can't say it I got Friday brain corrosion control.
[AGENT][NEUTRAL] corrosion control.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] OK, uh, yeah, I had it, I have it pulled up. What you.
[CUSTOMER][NEUTRAL] OK, so I've got [PII] on the line. I do, and she's calling in regard to an employee Concecion Pasina. She's checking to see if the agent has contacted us and she did not renew in December.
[CUSTOMER][NEUTRAL] I don't see any notes, but I do see your policy has lapsed.
[CUSTOMER][NEUTRAL] And she's trying to make sure that that has been taken care of.
[CUSTOMER][NEUTRAL] And I asked her if she had emailed the care team and she said, well, I think the agent has.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And I don't know how to check on that other than I, I do have Conception's policy pulled up if you need that as well.
[AGENT][NEUTRAL] Yeah, um, what's the policy number? because I was just looking in GRP IQ. I was going with it by his name.
[CUSTOMER][NEUTRAL] Yeah, yeah, um, it's 244.
[CUSTOMER][NEUTRAL] 9872.
[CUSTOMER][NEUTRAL] So I don't see anything in the notes.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do see that it was termed on 3125, but she was stating that she did not renew on [PII].
[AGENT][NEUTRAL] OK, so then we may need to refund 3 months of premium.
[AGENT][NEUTRAL] Oh, the group termed her for 31, so they didn't. OK, uh, you can transfer her because I may need to get with enrollment or sorry, new business, um, to see if they put that on their form for renewal that this person was not renewing and we renewed her in error because that'll determine if they're eligible for a refund or not.
[CUSTOMER][NEUTRAL] OK, alright, I will transfer her to you and her callback number is the number on file.
[AGENT][POSITIVE] OK awesome thank you.
[CUSTOMER][POSITIVE] My pleasure. Thank you, [PII], for helping her. I hope you have a great weekend.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Yeah, thanks. Let me get her on the line.
[CUSTOMER][POSITIVE] Miss [PII], thank you for your patience testified for that for sure for her.
[CUSTOMER][POSITIVE] Oh my goodness, sorry, my daughter-in-law showed me a uh a video. Oh, that's fine, you know, laughter. I love to hear laughter, so that's fine. But I my daughter, I was just telling her yesterday I said it must be time for.
[CUSTOMER][NEGATIVE] Your period because I said I could or she was telling me I was like, girl, you ain't gonna tell me nothing. I could tell two days ago. She just sent my daughter-in-law a video of a horse and he's walking or she's walking all pretty in the stall. I said, it may be time for my period when I won't say that, but you'll see signs and all of a sudden the horse just headbutted somebody, kicked him in the face.
[CUSTOMER][POSITIVE] That's funny. That's so funny anyway, so that's funny. Well, I have got Bree in our billing department. She's checking on um the information for Concepcion for you, and she'll assist you further. Alright? OK thank you so much. Thank you and you have a wonderful weekend. You too thank you bye bye.
[CUSTOMER][NEUTRAL] Um, bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing well. Um, so I understand that you are calling about a policy that they didn't renew, um, but I do see that they're terminated as a 31. Um, so, um, when you guys sent in your renewal, that person had declined coverage, right?
[CUSTOMER][NEUTRAL] Correct, and I just, and sorry I mean it's like days are just going by so fast. I haven't had a chance. I just last month got sat down to look well I don't know if the APL was one of them that I had to call about too. I had to call about two of them and it may have been APL for me um when I was, I had to sign on instead of they weren't sending me paper bills.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'm not sure if yours was one of them. I know it was two of our insurance, um.
[CUSTOMER][NEUTRAL] Carriers, but anyhow I just looked over the bills last month I think it was the beginning of.
[CUSTOMER][NEUTRAL] It's either the end of January, the beginning of February.
[CUSTOMER][NEUTRAL] Or maybe even sometime because it's March now, right? Yes, um, and I had noticed that she was on it and I didn't think she renewed it so then I had I had emailed her make sure she didn't renew it and and she did not so I looked at her I went to Employee Navigator and looked in and verified that she did not renew it.
[AGENT][NEUTRAL] OK, so I see that your March invoice is due, so and that you haven't paid it yet, which is actually good, um, but so I can.
[AGENT][NEUTRAL] Uh, let me
[AGENT][NEUTRAL] Get with our uh enrollment department just so they can send me that file so I can upload it um when I do the refund, just to like justify the refund of the 3 months of premium. But I'm going to refund from March to December and terminate the policy effective um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] So do you want me to take that deduction on this or just wait till next month and it'll show on the actual bill?
[AGENT][NEUTRAL] I'll uh put it on the um on your March invoice and do you log into the online service center for to look at your bills?
[CUSTOMER][NEUTRAL] I can't do do I go in there? I can.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][POSITIVE] Yeah, I think that's actually how I pay this one actually I think I do sign on to pay this one because I do I do.
[CUSTOMER][NEUTRAL] I think yours is one that I go on and pay.
[AGENT][NEUTRAL] Let me make sure you guys have an account.
[CUSTOMER][NEUTRAL] Let me see where's my folder.
[AGENT][NEUTRAL] Yeah, the it looks like you have an account, uh, the username is [PII].
[CUSTOMER][NEUTRAL] Yes, I do have an account. yep, yours is the one I go in to pay on your website up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So once I um once I uh apply that credit, you'll see it um reflected on your bill like when you click on this the March invoice you'll see um after the billing details pops up you'll see the new total and you'll see like the changes that I made, um, but I'm gonna.
[CUSTOMER][POSITIVE] Oh, OK, awesome.
[AGENT][POSITIVE] Yeah, but I'm gonna refund the 3 months of premium, um, so that'll lower your bill by like $300 or so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But, um,
[AGENT][NEUTRAL] I will email you if you'd like, when that's complete, just so you know that your bill is, you know, finalized and everything. Um, this is [PII] at CC [PII] good?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK. OK. So I will get working on that and I will email you, um, I definitely, I would say should be done today. Um, but I would say Monday at the latest, uh, just to be safe. But I definitely don't, unless there's any sort of severe hiccups, it should be done today. Um, but I will email you once that's done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I just want, OK, alright, thank you so much.
[AGENT][POSITIVE] No problem, Say. Is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Um, that would be all. You have a blessed day.
[AGENT][POSITIVE] All right. No problem. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you, you too, bye.