AccountId: 011433970860
ContactId: bd61c469-929e-449d-9777-17fb28db20cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416730 ms
Total Talk Time (AGENT): 156925 ms
Total Talk Time (CUSTOMER): 131551 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/bd61c469-929e-449d-9777-17fb28db20cc_20250425T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hi, so I'm well, how about yourself?
[CUSTOMER][NEUTRAL] I'm good. I'm good. Thank you. Um, I have a group in the line. It's a Spanish call. So I'm just gonna ask a question for her. Um, but the group number is 259-62.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and she's calling because there is a number listed on the invoice twice and she wants to know if she needs to pay for her twice or can it be removed?
[AGENT][NEUTRAL] OK, hold on a second, let me take a look.
[AGENT][NEUTRAL] Sorry, it's taking a second to pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] I don't know what the deal is why it's not loading.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Alright, let me just
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so maybe because I haven't opened. Should I close them?
[AGENT][NEUTRAL] Oh, no, I doubt that's what it is.
[CUSTOMER][NEUTRAL] Yeah, OK. OK. OK.
[AGENT][NEGATIVE] Like the page isn't even like loading, that's just the strangest thing. Alright, let me see if this is it.
[CUSTOMER][NEGATIVE] I mean today today it the system is a little bit slower.
[CUSTOMER][NEUTRAL] I've noticed that.
[AGENT][NEUTRAL] Oh my word. OK, what's the last name?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] Alright, so this looks like two different months. So it's April and May. Let me see why that is, probably because it might have just got started.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, but she, she, um, she was, she was, uh, listed on that invoice for April, so she was she didn't pay for April.
[AGENT][NEUTRAL] It looks like it's a supplement bill, uh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It's placed on Cobra.
[AGENT][NEUTRAL] Policy change removed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The last note in here is in [PII] that they're placed on Cobra.
[AGENT][NEGATIVE] I wish they would put in why they supplement bill.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] February.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't even know who did it, we.
[AGENT][NEUTRAL] Well it's maybe it's not supplement SB sub.
[AGENT][NEUTRAL] The same thing happened back in [PII] and [PII].
[AGENT][NEUTRAL] I, I truly don't know why this is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh wait, let me look at one more thing.
[CUSTOMER][NEUTRAL] Yeah, I, I checked and, yeah, but I didn't see anything either, and I, I checked the notes but I didn't see nothing, so I'm not sure.
[CUSTOMER][NEGATIVE] Because usually it's really easy. Oh, it's not in that bill, so it's in this one, this one is not.
[AGENT][NEUTRAL] Oh wait a second here, let's see, December, January, it looks like.
[AGENT][NEUTRAL] Um, let me see when that change was made.
[AGENT][NEUTRAL] July.
[AGENT][NEUTRAL] OK, so it looks like, OK, so her coverage changed the daughter was removed from the policy and.
[AGENT][NEUTRAL] We are, uh, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, I'm still learning to read this the right way. I don't wanna give you the wrong information.
[AGENT][NEGATIVE] It looks like there was a month that we charged but weren't paid for coverage with the both of them and so they're um but if 2 months are paid, that's gonna bring her past.
[CUSTOMER][POSITIVE] Got you. It's OK.
[AGENT][NEUTRAL] It's a supplement.
[CUSTOMER][NEUTRAL] So, is she in the arrears?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Because I know that I asked, um, I asked the employer and she said that she started COR on March, which I don't know if you see any changes there that may affect, but I went ahead and pull all the invoices since March till today, but I see that she was listed in all of them, so I'm not sure.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean she's paid to 51, which is.
[AGENT][NEUTRAL] Like, let me go back up here.
[AGENT][NEUTRAL] That's accurate with the rest of the group.
[AGENT][NEUTRAL] I, I truly do not know.
[AGENT][NEUTRAL] Why there's two charges there. It says one is from April and one is from May. We can, we can take it off and.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Tell you what, I'll do that right now.
[CUSTOMER][NEUTRAL] So just have her two deducted? OK.
[AGENT][NEUTRAL] I'll I'll do that right now and just let her know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm doing it because it looks like she's.
[AGENT][NEUTRAL] Current and it's a duplicate charge.
[AGENT][NEUTRAL] It was paid last month, but if it shows back up again it's probably.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know, she might wanna call back.
[AGENT][NEGATIVE] But I feel like it looks like a duplicate charge.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] It, it looks like it because she, uh, based on the pay today date, yeah, uh, it looks like she's good for me, so yeah, it, it looks like you're right. So I'll go ahead and let her know that you're gonna, I mean that it's gonna be fixed so she can see it on her end, um, through the website and um and then if she, if it shows again she can give us a call back again, but yeah, OK, I'll let her know.
[AGENT][NEUTRAL] Try it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, so I've got it saved so she should be able to see that now.
[CUSTOMER][POSITIVE] OK dokey. OK, thank you so much. Have a good day, Miss [PII].
[AGENT][POSITIVE] Yes, ma'am. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.