AccountId: 011433970860
ContactId: bff5ad18-2a33-45dd-8efa-04b450cdd99c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 818679 ms
Total Talk Time (AGENT): 363213 ms
Total Talk Time (CUSTOMER): 270304 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/bff5ad18-2a33-45dd-8efa-04b450cdd99c_20250123T18:35_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][POSITIVE] Hi [PII] how are you? I'm good.
[CUSTOMER][POSITIVE] I'm good, thank you. Well, I'm a little confused, but yeah, I'm good.
[AGENT][NEUTRAL] Well, how can I help?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have a group in the line and I'm like, I don't know if I'm looking at this right or not. I'm sorry, I was sick for a couple of days and it's like I'm started all over again. Um, but uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have a group on the line and uh she's calling because she said that there's she sees two credits and this is the agent. She sees two credits and she gave me the names of the credits and where they're coming under but I don't see them so I don't know what she's looking at that I'm looking at that I'm not seeing them, um, but the group number is 25793.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know which invoice she's looking at?
[CUSTOMER][NEUTRAL] Um, I'm sorry, you need the name, correct?
[AGENT][NEUTRAL] Uh, well, if, if she's looking at the December invoice, there are a couple of credits on there.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, uh, she's looking at the December invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right, so
[CUSTOMER][NEUTRAL] Because I don't see that any in January, so.
[AGENT][NEUTRAL] There, yeah, so there is a large one in the amount of $942.07. It was a group overpayment. Uh, I'd have to look, uh, looks like it was done in November. I'll look back at that, but then there's also one on uh.
[AGENT][NEUTRAL] Uh, [PII], and I do not know how to pronounce that BOH.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, those two are the ones that she's inquiring about. She got the first one which is um a family plan, and that's why the credit is so high and so she got that one. We go, we went over that one because that was easy. OK, so the other two are the ones that are in question like why are they getting a credit and they're supposed to be active, which they are active. I check on that, make sure they do have a policy for January, but she wants to know why there's a credit for those two, and that's basically her question.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Well, what I'm looking at, it's showing lapse, so it might be that another policy was created. Let me check these out quick.
[CUSTOMER][NEUTRAL] Yeah, and the policy was created, mhm, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I see that
[AGENT][NEUTRAL] Yeah, so, uh, let's see.
[AGENT][NEUTRAL] 1.
[AGENT][NEGATIVE] So the bill was for the policy that's been lapsed and not for the new one because the new one was created for January so it wasn't active until [PII] and this credit is from November. There seems to be a lapse and.
[CUSTOMER][NEUTRAL] A lapse in coverage. That's, that's, yeah, because she said there should not be a lapse in coverage. So I think that's where the confusion is coming into place.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so we do have that credit and they should not take it if there's not supposed to be a lapse, so we need to get that figured out um if there should not be a lapse we need to have that uh.
[AGENT][NEUTRAL] Either the old plan we need to extend it, you know, get it paid to 121 and so that um well I guess to 11, not 121.
[AGENT][NEUTRAL] Uh, I'm not sure why a new policy. Maybe they got a new medlink policy for the group. No, it's the same.
[CUSTOMER][NEUTRAL] Um, they got a new policies, yeah, they changed product. It looks like it. Um, so I do see a new policy starting [PII]. I'm looking at.
[AGENT][NEUTRAL] Oh did they?
[CUSTOMER][NEUTRAL] Oh, you know, [PII], I'm looking at [PII]. I cannot say the last name either. OK, so I'm looking at [PII] and I see that yes, we started a new policy in [PII] and then the old policy was effective till [PII]. So yeah, I think that's where the confusion is coming into place, but I guess she's just wanting to know why she's getting that credit when the policy should have been active and it should have, you know, started again on [PII], which that's where the change came in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So what we'll need to do is um
[AGENT][NEUTRAL] It technically they're actually short a month. We can take that credit off, um, and it'll get them to 121, but we'll need 11 more month's premium in order to cover it through uh 11 so there is no lapse, but um.
[AGENT][NEGATIVE] Don't like
[CUSTOMER][NEUTRAL] Do you wanna go ahead and explain that to her? Yeah.
[AGENT][NEUTRAL] Yeah, definitely you wanna send her over. um, let's see, what was her name?
[CUSTOMER][NEUTRAL] Yeah, yeah, she's gonna be probably asking a lot more questions and she's Ms. [PII] and she is with the agent's office.
[AGENT][NEUTRAL] OK. You got her verified.
[CUSTOMER][NEUTRAL] Yeah, I did verify all her information. Let me give you her callback number. Uh, let me go back. I'm sorry.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So the callback number is [PII].
[AGENT][NEUTRAL] All right. All right, send her on over and I'll.
[CUSTOMER][POSITIVE] All right. OK. All right. Here she comes. All right. Thank you.
[AGENT][NEUTRAL] with her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you, Miss [PII]. Mhm. OK. I got Miss [PII] on the line. She's in the group billing department and she's gonna explain to you, uh, about that invoice and what to do, what's next, OK, fine, thank you. You're welcome. Have a good day.
[AGENT][NEUTRAL] Hi [PII], this is [PII] like she said over in the billing department, um, I was just taking a look with her and it looks like the two policies in question were lapsed as of [PII] and this credit was what was paid in November and since they were lapsed at the time of payment, that's why you guys got the credit it has been applied to that December invoice um.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] If it's not supposed to have a lapse, I can take that credit off of the November uh I'm sorry, the December invoice for November, and it will have, uh, been paid through 121 and then once you guys pay that November, I'm so sorry, I'm getting mixed up once you guys pay the December invoice, it will be paid to date of the new policy because the new policy is created.
[CUSTOMER][NEUTRAL] For week
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But what I'm confused about which, which are the two that are termed in November?
[AGENT][NEUTRAL] Uh, let's see, I, I do apologize. I cannot pronounce the last name, but it's [PII]
[CUSTOMER][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] Yes ma'am, and then uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me look at the notes. Yeah, I was about to say let me look at the notes on those. Let's see.
[CUSTOMER][NEUTRAL] Do you know why?
[AGENT][NEUTRAL] And see why they were lapsed.
[CUSTOMER][NEGATIVE] Shouldn't have been.
[CUSTOMER][NEUTRAL] And on top of that I see them active as of [PII].
[AGENT][NEUTRAL] Well, yes, that is a second, it's a different policy that was created as of January.
[AGENT][NEUTRAL] So this is the old policy, I guess you guys got a new product.
[AGENT][NEUTRAL] Uh, for this year.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, everything should be the same.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and also [PII], she's showing uh a really big uh credit too I think it's because she has the dependent coverage, but I wanted to confirm when.
[AGENT][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, she was terminated.
[AGENT][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] And then also has the group already paid for January?
[AGENT][NEUTRAL] Uh, I do not have that paid. No, ma'am, not yet.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Right now I still have the December and January invoices outstanding.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I don't see any notes on that.
[AGENT][NEUTRAL] I don't see why, uh, let's see.
[AGENT][NEUTRAL] I have a note. Let's see, copy.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So I have a note on the old policy to see the new policy, but there's no notes as to why it would have been lapsed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, and they shouldn't know you know what I'll do is I'm gonna send an email. I think it uh that should be better right if I send an email with this in increase that we billing can take a look at it.
[CUSTOMER][NEUTRAL] Because I see a payment here for for January.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm assuming that that was for December. I'm trying to see, but the system isn't working [PII].
[AGENT][NEUTRAL] I do have a payment that was made on [PII], but that one is for the November invoice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] November.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just looking back to see any notes that were made on previous invoices.
[AGENT][NEUTRAL] That would
[AGENT][NEUTRAL] Explain this uh lapse.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm. No.
[AGENT][NEUTRAL] I don't see anything.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] It looks to me like both um let me get back to this invoice real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The last name [PII] and the first name [PII].
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Scenario, yeah.
[AGENT][NEUTRAL] They both were termed for some reason in November, um, and new policies were created uh as of January, um.
[AGENT][NEUTRAL] Like I said, I can take off this credit off of the uh the December invoice, and what that'll do is.
[AGENT][NEUTRAL] That premium can be applied to that policy and get it paid to date of [PII] and then once this invoice is paid, it'll be paid to the date of [PII] and then when January is paid, the second policy that was created will be paid.
[AGENT][NEUTRAL] Up to date, um, oh, here it is.
[CUSTOMER][POSITIVE] But they're also getting a November credit.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] On the December invoice.
[AGENT][NEUTRAL] Right, yeah, right, that's, that was, I'm not, I'm, I'm trying to figure out why, but it was lapsed as of [PII] so when that November payment was made, then uh that was given as a credit because it was a lapsed policy. I do see.
[CUSTOMER][NEGATIVE] Yeah, that shouldn't have been.
[AGENT][NEUTRAL] On let me see who made this on the uh January invoice those two people we're talking about now, it does say termed on there but I'm thinking that might be because they saw it in the system that way let me just not necessarily because they were told.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me look one more place.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I apologize, it's just taking a moment.
[CUSTOMER][POSITIVE] You know what I'll do, I'm gonna send an email anyways because I have to take a call that's coming in and um see if we can get somebody to to respond to that that way I can forward that to the client and we'll we'll be calm. OK, thank you so much. I really appreciate it, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Absolutely, yes ma'am.
[AGENT][POSITIVE] Yes, yes, ma'am. You have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Alright you too take care thank you bye bye.