AccountId: 011433970860
ContactId: bcace810-b9c8-484f-98c1-61cbb03db46e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385820 ms
Total Talk Time (AGENT): 78193 ms
Total Talk Time (CUSTOMER): 120938 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/bcace810-b9c8-484f-98c1-61cbb03db46e_20250501T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, can I get a group number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 213-22.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just for the Morikami DBA Moikami museum.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and this is in regards to our invoice number is 0006387548.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you pull that up, please?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] The May invoice?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, on the top of page two they have a list of like the current employees from um [PII] or [PII] down to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII], so that, that would be the current billing for May, but then once it goes a little bit further like [PII], they have um [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Go to refer to [PII], um, [PII] and [PII], see how they, um, they post.
[CUSTOMER][NEUTRAL] Charging us for like come back from October last year, but these are all new entries I think.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] So part of it is part of this is for May and then the rest of them they're just going back from October into current for like about 4 different employees.
[AGENT][NEUTRAL] Yeah, I'd be supplemental bill back bill for the new insured.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the, but the effective date was I'm just saying that why did they do that because the effective date.
[CUSTOMER][NEUTRAL] For each one of them didn't start back in October of last year.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] I just need some clarity on why it happened.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, let me pull up another screen.
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we received notification from, um,
[AGENT][NEUTRAL] I'm gonna assume the agent's office that those policies were effective 111.
[CUSTOMER][NEUTRAL] OK, can I put you on, can I put you on for a second? I'm gonna get to control that way we get everything clear, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have a second?
[CUSTOMER][NEUTRAL] Bear with me, ma'am, please.
[CUSTOMER][NEUTRAL] Alright, he's in the restroom, but go ahead and tell me what happened, please.
[AGENT][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Hello? Yes.
[AGENT][NEUTRAL] Me.
[AGENT][NEUTRAL] Uh, we received notifications, [PII].
[CUSTOMER][NEUTRAL] Yes, what's your name?
[CUSTOMER][NEUTRAL] [PII], OK, [PII], OK.
[AGENT][NEUTRAL] We received notification from.
[AGENT][NEUTRAL] Uh, [PII], um, to issue those policies effective 111.
[CUSTOMER][NEUTRAL] OK, [PII], and how do you spelling that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and she sent you a notice saying what?
[AGENT][NEUTRAL] Um, that some of the insured were missed when, uh, the enrollment went through and uh to issue them back at 111.
[AGENT][NEUTRAL] Well, some of there, well, there's 101, 111, and 121, so they all have different um effective dates.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I say they, they were missed when enrollment went in, so that's why they had to back bill us for those um dates.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] So going forward it should just be normal again after this.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. One more second, please.
[CUSTOMER][NEUTRAL] Hopefully
[CUSTOMER][POSITIVE] Thank you for your patience.
[CUSTOMER][POSITIVE] OK, that, that resolves it. Thank you for your help, ma'am.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] You too.