AccountId: 011433970860
ContactId: c88af4e8-3756-437d-ad15-97343711cb8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347450 ms
Total Talk Time (AGENT): 112815 ms
Total Talk Time (CUSTOMER): 127146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/c88af4e8-3756-437d-ad15-97343711cb8c_20250306T17:10_UTC.wav
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[AGENT][POSITIVE] Good, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am. My name is [PII], and um I'm just trying to verify, so I had added an employee to our policy with an effective date of [PII]. She was on the February bill as of course because the bill was generated before she was enrolled, but I just received my March bill and she's still not on it, but when I look, she's active, so I just wanna make sure that like everything I don't want to like get it because we're taking it out of her check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] To pay for it, but she's not showing up on a bill so I just wanna make sure that like everybody we're all on the same page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, do you have her policy number or the group number?
[CUSTOMER][NEUTRAL] Yes ma'am, our group number is 26,400.
[AGENT][NEUTRAL] 26,400. OK, give me one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and the name of the group?
[CUSTOMER][NEUTRAL] Uh, 22nd Judicial Public Defender's office.
[AGENT][NEUTRAL] OK, and verify, um, do you have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the group mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Sorry, I was getting confused between my my street and my my home address in this.
[AGENT][NEUTRAL] I do that too. I accidentally gave my phone number, cell phone number instead of our fax number before, so I understand. And what's that insured's name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, let's see what's going on.
[AGENT][NEUTRAL] Because I show she's active. Oh, let's see. You said you saw her on the February, but she wasn't on the March?
[CUSTOMER][NEUTRAL] No, no, no, she wasn't on any either of them, which I knew she wouldn't be on the [PII], but so I, we were kind of expecting her to be on the [PII] and kind of doubled to make up for the February because her coverage started as of [PII]. So because her coverage started before the bill was generated, she wouldn't be on it, so that makes complete and total sense, but she's not on the [PII], so we're trying to see at what point she's gonna be on a bill.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Um, give me one moment. I apologize.
[AGENT][NEUTRAL] OK, cause I'm showing an effective date of [PII] of this year, but you're saying she's supposed to have effective of [PII]?
[CUSTOMER][NEUTRAL] She should, um, and then because I mean her.
[CUSTOMER][NEUTRAL] We, we do our open enrollment as of so our insurance is gonna start over with everybody effective 41, so I don't know why she'd have a 5-1 date.
[AGENT][NEUTRAL] OK, yeah, let me, um, give me one moment, Ms. [PII]. I'm gonna transfer you to a representative from our customer service, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], uh, this is [PII] from care team. I have a group admin calling uh because an insured wasn't on the invoice for February nor March, and she's saying that ins insurance is supposed to be effective [PII], but in the system it's showing she was, she's not going to be effective till [PII], so she's
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Needed some assistance with that.
[CUSTOMER][NEUTRAL] All right. Um, what is the group number?
[AGENT][NEUTRAL] 26,400.
[CUSTOMER][NEUTRAL] And does she happen to have the policy number or no?
[AGENT][NEUTRAL] Oh, I have the uh the insurance policy number when you're ready.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] 259-542-2.
[CUSTOMER][NEUTRAL] OK. Is it Holly Coin Coin?
[AGENT][NEUTRAL] Yes, corn, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Awesome. Thank you, madam, and her name is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right.
[AGENT][POSITIVE] All right, thank you so much, Ms. [PII]. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.