AccountId: 011433970860
ContactId: bd3be1e1-c3b7-44c8-8d0e-9839e5584cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1187199 ms
Total Talk Time (AGENT): 359340 ms
Total Talk Time (CUSTOMER): 431394 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/bd3be1e1-c3b7-44c8-8d0e-9839e5584cb0_20250116T18:16_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing wonderful thanks for asking.
[AGENT][NEUTRAL] Yeah, what's up?
[CUSTOMER][NEUTRAL] Um, I'm sorry, I just got distracted. Hey, I've got somebody on the line who needs a copy of an updated invoice, and I can give you the group number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have the group number is 26616.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have somebody with the broker's office on the line.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Her name is [PII] and I did verify her through email.
[AGENT][NEUTRAL] And the number on the screen their callback number?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Awesome alright you can put her on through.
[CUSTOMER][POSITIVE] All right, perfect, thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][POSITIVE] Yep, I'm still here. Perfect. I have Miss [PII] on the line she is with our billing department and she's gonna help you get a corrected January invoice, OK?
[CUSTOMER][POSITIVE] OK, perfect, thank you. My pleasure, thank you.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. So I understand you're wanting the January invoice?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Um, yes, um, because I'm not sure if they've paid the [PII]. I think they're trying to get the [PII] corrected.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So that they can pay that.
[AGENT][NEUTRAL] Because we haven't generated the February February hasn't been generated yet, so that's a that's, you know, it's a, yeah, um, but I don't see one. I'm gonna look in another place for it because I don't see it on our online service center. I only see the December invoice.
[CUSTOMER][POSITIVE] Oh, good.
[AGENT][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, and I'm gonna check because I think I've.
[AGENT][NEGATIVE] And I don't know why it would not have been generated.
[CUSTOMER][NEUTRAL] Yeah, well, I know that they um.
[AGENT][NEUTRAL] Are they in renewal right now?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They were for 11 and I'm looking back I'm pretty sure I sent over.
[CUSTOMER][NEUTRAL] They um.
[CUSTOMER][NEUTRAL] Um, but the the GCF so they could go into um renewal status. Let me check here.
[AGENT][NEUTRAL] I don't see anything about it, but
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking I'm pretty sure.
[AGENT][NEUTRAL] That's the, oh wait, yeah, here it is.
[AGENT][NEUTRAL] No, that's August.
[CUSTOMER][NEUTRAL] Oh, so I, OK, good. Oh wait, hold on, let me see.
[CUSTOMER][NEGATIVE] Um, well, my goodness, maybe that's the whole reason why it's being held up.
[AGENT][NEUTRAL] It, yeah, it hasn't even been generated yet, so.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Oh goodness OK all right let me send this over then.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] But I do have the December invoices still open.
[CUSTOMER][NEUTRAL] Mm, like, oh, so they haven't paid the December invoice then?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna take a look to see if um.
[AGENT][NEUTRAL] It's been requested. I'm just trying to find that real quick.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Oh wait, so that was August.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that's what I was seeing was August.
[CUSTOMER][NEUTRAL] Let me double check here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I don't see it on my list for um a request for the invoice, but I'm also not seeing on our notes that the group is in renewal, so I'm not exactly sure why it would not have generated.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, um, let me see because I could have swore when we did this one.
[CUSTOMER][NEUTRAL] Back in um.
[CUSTOMER][NEUTRAL] Um, back in August that we set it up to match their APL renewal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see here. I'm just looking back at my email.
[AGENT][NEUTRAL] It does say renewal is January.
[CUSTOMER][NEUTRAL] Yes, so that means I probably didn't send over.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't think I saw.
[CUSTOMER][NEUTRAL] Yeah, I usually receive something from APL like with hey here's your renewal um and here's the GCF so let me go ahead and I guess I can pull the old one and just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We save it and do the new one.
[AGENT][NEUTRAL] Yes, it, it looks like.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The next renewal date is not until [PII] though, but it says [PII]. I don't know.
[CUSTOMER][NEUTRAL] I think they gave him like a long um.
[CUSTOMER][NEUTRAL] Like a long renewal because it was maybe it was too short at the time maybe that it was requested it wasn't gonna give them enough time to do it for [PII], so they just extended all the way until so that it would align with their medical plan. Well, if that's the case then that means that if it's not due to renew until [PII] then.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I need to find out why this invoice did not generate.
[CUSTOMER][NEUTRAL] And I wanted to have needed to yeah.
[AGENT][NEUTRAL] Let me see if I can ask a colleague real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Hopefully she'll see that pretty quickly.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know, maybe.
[CUSTOMER][NEUTRAL] And then is the um I wonder if there are corrections that need to be made on the December invoice too hold on let me just let me do uh another dig.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, let's see here.
[AGENT][POSITIVE] Well you're helping me learn. She said it could be for different reasons. She's gonna take a look for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's see um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, they're um they're here to clean.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so, OK.
[CUSTOMER][NEUTRAL] 5
[CUSTOMER][NEUTRAL] OK, so it looks like the December billing they hadn't received. I want to make sure that um [PII] was removed.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And then she came back asking for January.
[CUSTOMER][NEUTRAL] So, um, I know that they've been having difficulty accessing online, um, I know [PII], it looks like she was having some issues, um.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] But I'm still not sure. I mean if the December invoice isn't paid would it then prevent the January invoice from being generated?
[AGENT][NEUTRAL] No, ma'am, no ma'am, no ma'am, it would still generate.
[CUSTOMER][NEUTRAL] OK, that's what I thought, yeah.
[AGENT][NEUTRAL] Oh, I didn't even look, gosh, I gotta learn this. It looks like you, uh, that that group bills in arrears, so your their bill for January doesn't bill until normally we're billing for the next bill, yeah, so it's actually I think it's supposed to be this weekend. I, I don't wanna say that for certain, but I, I believe it's the [PII] to last weekend of every month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] February.
[CUSTOMER][NEUTRAL] OK, so then maybe it's the um December bill then that she wants to get corrected.
[CUSTOMER][NEUTRAL] Can we um.
[CUSTOMER][NEUTRAL] Because I know what's like in the system may not reflect the change with um [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, let's see, it looks like there is no one set up on the account in our online service center, so I can send over the information, the guide to get that done. The only thing is, is it everything has to match what's in our system, the, the email address, yes ma'am, the email address, the zip code and phone number that we have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's going to [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] OK well I will let her know that she's gonna have to reach out to the care team to get [PII] added for login purposes.
[CUSTOMER][NEUTRAL] And then they can help her get access but but it sounds like [PII] has never logged in there either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, no one has because there's no one set up. OK, so what was the name of the, the policy holder?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, so there was um uh uh [PII], first name.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't have an [PII] on that invoice, but let me look in our system here.
[CUSTOMER][NEUTRAL] Oh [PII] front. Yeah, sorry, that's OK.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] It's what we get for for assuming, right?
[AGENT][NEUTRAL] OK, here we go, [PII].
[AGENT][NEUTRAL] OK, and this policyholder has termed?
[CUSTOMER][NEUTRAL] Um, I don't think it was a term. I think it was a drop on spin so.
[AGENT][NEUTRAL] OK, canceled. OK.
[CUSTOMER][NEUTRAL] Yeah, um, yeah, it was just a drop, um.
[AGENT][NEUTRAL] Do you know as of um what date?
[CUSTOMER][NEUTRAL] It would have been the med link was for [PII].
[CUSTOMER][NEUTRAL] And that was that change was submitted into the system.
[CUSTOMER][NEUTRAL] Uh, I would have gone into the portal to do it.
[AGENT][NEUTRAL] And is it just the Medin or the uh short term disability as well?
[CUSTOMER][NEUTRAL] I just don't
[CUSTOMER][NEUTRAL] Um, just the med link.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so that's I think I it's I think it's just the billing that needs to be updated.
[AGENT][NEUTRAL] Oh yes ma'am absolutely so once they do get set up they can always make these changes if they need if they still see it sometimes we generate the bill and then someone terms at the end of the month, you know, and they don't want to go into the next month so they can always make these changes, uh, once they get in there. uh, let's see here, but I will get this one taken care of.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Why is this not?
[AGENT][NEUTRAL] Oh it looks like it's already OK, so it's already been taken care of in our system. This bill just generated prior to knowing that. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because I was gonna say the portal still is looking oh no it says labs, but the product is still looking there, OK.
[CUSTOMER][NEUTRAL] But OK
[AGENT][NEUTRAL] Yeah, so, but I've taken her, uh, that, that off the bill online.
[CUSTOMER][NEUTRAL] OK, and then there's one there's one more.
[CUSTOMER][NEUTRAL] Um, think.
[CUSTOMER][NEUTRAL] Just make sure here.
[CUSTOMER][NEUTRAL] Each
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh [PII], OK and then um [PII], let me see if she's.
[CUSTOMER][NEUTRAL] On here
[CUSTOMER][NEUTRAL] She had added.
[AGENT][NEUTRAL] I don't see a towel.
[CUSTOMER][NEUTRAL] OK, yes, so she's been added back.
[CUSTOMER][NEUTRAL] So she's on the OSC with Medin Short term and Group Cancer, um, the Medlink was added for 111.
[CUSTOMER][NEUTRAL] So I think the medin is the newer one.
[AGENT][NEUTRAL] Let's see, Miss [PII].
[AGENT][NEUTRAL] That's like, here we go.
[AGENT][NEUTRAL] OK, uh, yeah, it shows it 111 active. OK, so I can just add her to this invoice here. What I'm gonna do is add her if there's gonna be two separate lines to pay for both November and December since it's the December invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] And then I'll let her know that the January invoice will um will come out this month.
[AGENT][NEUTRAL] Yes ma'am, so it's because they bill in arrears, so um what we usually do for the following month it'll be for the same month for them, uh, let's see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2103
[AGENT][NEUTRAL] that link.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] And then one for December.
[AGENT][NEUTRAL] Alright, so, um, I can send you an updated invoice if you'd like with that one removal and the two additions.
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] And what email address can I send that to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let's
[AGENT][POSITIVE] Get that over to you. You should receive that soon.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] If you would like, I should have done that other email. I can send the, the um.
[AGENT][NEUTRAL] Oh dear, the user guide for the online service center to you and they would just need to send an email over to us requesting to change or add someone as a contact, yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like, is that the care team?
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And um we can get that set up for you and changed over to a new contact or additional contact. It does say, you said the name was [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] I believe.
[AGENT][NEUTRAL] Yeah, we've got that on there um it might have been the person you spoke with just a minute ago um I have a [PII] and a [PII] on here but we can only have one contact email so it's going to [PII]'s email.
[CUSTOMER][NEUTRAL] OK alright I'll let her know in case she needs to um update that.
[AGENT][NEUTRAL] So when they set up the online service center they're gonna need to use [PII]'s email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They um they once you create a user name it's kind of set in stone so I wouldn't put anyone's particular name on it maybe make it a general thing, a generic name, but um I believe that email can be changed at any time so it doesn't the email doesn't matter uh if that one were to be, you know, changed for some reason we could always get that changed in our system but it just needs to match initially.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I'll get that user guide over to you just for reference and um if you ever wanna help out with that uh agree with that. So is there anything else I could help you out with?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's it thank you I appreciate it.
[AGENT][POSITIVE] No problem. I'm glad to be able to help. I hope you have a great rest of your week.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Mm. All right, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright alright bye bye.