AccountId: 011433970860
ContactId: cac03655-682c-406e-a89a-ee7e460c86c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1033300 ms
Total Talk Time (AGENT): 553841 ms
Total Talk Time (CUSTOMER): 614065 ms
Interruptions: 22
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/cac03655-682c-406e-a89a-ee7e460c86c7_20250509T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is Billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII], and I'm with the Gray Insurance Company. I'm the benefits administrator. I'm trying to pay you guys your y'all's bill, so this is the first payment that we're making, uh, coverage started [PII], so I'm in the site right now and I can't figure out where to go to pay the bill. I don't know. I just.
[AGENT][POSITIVE] I can help you with that. Mm, I can help you with that. That's not a problem. Um, and what did you say your name was?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII] with Gray and Company.
[AGENT][NEUTRAL] OK, OK, [PII], and um what is that group number?
[CUSTOMER][NEUTRAL] Alright, let's see, let me find that on the bill.
[CUSTOMER][NEUTRAL] The group number is 27025.
[AGENT][POSITIVE] 27025. And what's a good
[CUSTOMER][NEUTRAL] 27025. I'm sorry.
[AGENT][NEUTRAL] And what's a good callback number just in case we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, my area code is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's my direct line.
[AGENT][NEUTRAL] OK, and that's [PII] and the group number is 27025. All right, one moment, let me help you with that and you are bless you and you're trying to pay your invo.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][MIXED] No, that was a cough, but thank you.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] Sinus, you know, live in the [PII] area.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I get it. I get that. Um, uh, we're in [PII], so we're in the same boat.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah, I'm actually in [PII], so you're probably familiar with that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Um, OK, so you're trying to pay your invoice online and you're in, OK, so [PII], can you verify some information for me real quick? Can you verify your address, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's [PII] unless they gave you all a PO box when they set us up. I'm not sure.
[AGENT][NEUTRAL] I got both, but that one's fine. And what is your email address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you so much for verifying all of that. So you're online now and you're wanting to pay that invoice and you're, you can't find where to pay it. OK, so, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, I, I just can't figure it out. I mean, I put all the banking information in I think yesterday or the day before and now I'm trying to pay it online.
[AGENT][NEUTRAL] That's all right it's gonna be really easy so if you see on that open invoices if you'll click on the invoice number itself.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it'll bring everybody down at the bottom.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes, I see that. I see all the people.
[AGENT][NEUTRAL] And you see, OK.
[AGENT][NEUTRAL] Right. And there's, is there any other changes on here? I see that one person, uh, changed, had a change. Is there
[CUSTOMER][NEUTRAL] Yeah, we changed, yes, right, we changed one because when they set it, set it up they had the wrong coverage level she only uh elected employee only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So if everything looks all right, um, what you'll do is you see where it says submit invoice.
[CUSTOMER][NEUTRAL] OK, alright, click on that. OK, now it's telling me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, um, we wanna do one time electric funds transfer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now hit next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So now I see it and that is the payment that we wanna make.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it says reconcile balance, yes, and then I just hit next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now please verify the following.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That all looks correct and I hit submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just hit submit. I'm waiting for it to.
[CUSTOMER][NEUTRAL] OK, now it says oh confirmation number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] Print this page because that confirms because I need to send it to our accounts payable department to let them know I paid it. Alright, well that was easy, but so I just I don't just click on submit invoice. The problem is when I get one of these new sites like the, you know, another vendor, it's like I'm so afraid you're and you're afraid to go click it and that you're gonna mess something up, you know.
[AGENT][NEUTRAL] I told you
[AGENT][NEUTRAL] Right. Everybody's different. Mhm.
[AGENT][NEUTRAL] I understand that wholeheartedly and 2, I wanted to let you know if you noticed too that um on the beginning where it had the amount billed up top that is always gonna say that that's gonna stay the same regardless. So any, any um when you make your changes you'll see that on that blue bar and that's what's gonna be paid on the blue bar.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So, anytime you do that, just, you would be able to see that.
[CUSTOMER][NEUTRAL] Oh, I guess I got it.
[CUSTOMER][POSITIVE] OK, yeah, because we were able to pay what we reconciled.
[AGENT][POSITIVE] Right, absolutely. That's the way we.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] So let me see what we have. I see that you have submitted it, so we're good.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I understand.
[AGENT][NEUTRAL] No that
[CUSTOMER][NEUTRAL] OK. Well, thank you. Now, there's, there's a, there's a chance that next month I might forget.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] But once I get used to it, I'm the one that's gonna be, you know, doing all all the um all this uh back work or whatever so um the only thing I do need to learn is when we, I guess, and I, I'll cross that bridge when we get to one like if we get a new employee that elects this coverage.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, um, I guess we get to put that in. OK. And then of course when I have to tell somebody, so I don't know if you're going to change or anything like that, but I don't wanna do all that right now because I don't have one and I don't wanna confuse myself. But thank you so much.
[AGENT][NEUTRAL] And that's gonna be easy to.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well I mean it's like you said it's like you sit on there where we've seen that change on there you can adjust your invoice and on that blue bar of course you can't see it right now because you've already submitted it, but um on that blue bar it you you I don't know if you noticed it had an employee um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right. Yes, yes.
[AGENT][POSITIVE] And I'll, so anytime you do that, um, you can do uh just make sure when you do just make sure you save your changes so it will capture it. But when like you said when we get there and you have any questions, don't hesitate to call us because we're we're here to help you and make sure that it's user friendly for you and.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Right, right, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what is, you know.
[AGENT][NEUTRAL] That's what we're here for.
[CUSTOMER][NEUTRAL] Oh, I'm, I'm liking this already because of and I'm not gonna say any names, but the previous one that we had because we just switched we it was just.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It was just constant. The, the billing was just terrible and of course we were able to adjust our bill but still and all it got it we did so here's the thing we don't prorate the monthly payments for example, if an employee leaves, it's, it's, you know, the coverage takes effect on the, you know, on the first of the after 30 days now.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] That's the way we do. Absolutely, that's the way we do.
[CUSTOMER][NEUTRAL] Yes, so if, if an employee.
[CUSTOMER][NEUTRAL] If an employee paid the whole month premium, which they always do because y'all bill on the back end, so because we just now got April billing, it's our first one, so it works out well because I have to reconcile it with our deduction report at the end of the month so I already got April's deduction report so that's when I discovered, OK.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, the April. That's correct. Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] elected, you know, employee only coverage but we're being charged for employee plus spouse, so and it's for a whole month and even if we have an employee that leaves they've already paid their premium so there's no reimbursement.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely. Mhm.
[CUSTOMER][NEGATIVE] So it was just a nightmare with the other company. They were constantly send us sending us refund checks back and I had to constantly keep sending them back to them. No, we don't, we're not owed this. We can't accept money that we're not owed, you know, so, um, it, this shouldn't happen now. So and then they send us back a half a premium. It was so weird, you know, I'm like why are you doing that?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And you, right.
[AGENT][POSITIVE] And we do that as well. We do send I mean if, if, and we do have some groups that will send a half a month's premium and we will send that back or what have you, but with our online service center you're able like I said it's it's we try to make it make it easier for the employer so that you can go.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Online and you can adjust your invoice before you make your payments so therefore there's no refund back and forth you know with the back and forth and if there is any changes uh like you said that one person that did have the change, the change was made already on the invoice before you paid it, um, so you must have talked to someone or you changed it or what have you they had it changed for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I, my HR director, which she, she's my manager, so what, yes, so the, the problem is is that I'm gonna be the one that's doing all the, all the stuff basically but when we set it all up, you know, [PII] and I had um our little seminar with them and they, they got set up on the website and they said so in other words she gets the notification, the email notification.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely. Mhm.
[CUSTOMER][NEUTRAL] That the billing is ready, but then she's gotta send it to me to so I'm because I'm the one that's doing all the work, all the payment they said they couldn't put two people on there to get an email notification. I didn't, that's kind of crazy, but I understand that y'all's policy.
[AGENT][NEUTRAL] Right, right now, right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, at the time, I mean, you know, I'm uh who knows in the future maybe it may be that way that we can, um, you know, we're always looking for improvements and everything, so, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] We do try to make it for uh user friendly as well.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Right, right, and it's like, so now I'm putting it on my calendar when I know around the time that the bill's gonna come in, so I don't have to wait because we see right now she's out, she's on vacation, so if the, if an email notification comes to her, I don't get it, you know then I gotta wait till she comes back, you know, so it's just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I can give you a heads up. Most of the time our billings are, are, are out there around the 3rd week of the month.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, and you do have a thirty-day grace period and in y'all's case, you know, we do, we, we know that you deduct in April to pay April, so which is what you've done. So, I mean, that is not gonna hurt your.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, um, um.
[CUSTOMER][NEUTRAL] Right, I understand what you.
[AGENT][NEUTRAL] That's not gonna terminate your coverage or what have you, so right, absolutely. So if around the 3rd week, maybe that Monday afterwards, you should be able to see um the invoices online and you'll be able to get those online faster than you will of course mail because I mean it just automatically when we generate them they they automatically go online.
[CUSTOMER][NEUTRAL] Yeah, like a default or anything like that.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, right, right, so I mean, I know because it's just a, you know, I've just, it's, I kinda, I mean, we also have like a a dental and our visions with United Health. Now they still send me something, but I kinda know when I'm gonna get it. I'm just used to it now and I just go online and pull the, but I mean it's nice to get the notification, but you know.
[AGENT][NEUTRAL] So, if.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. And I, I, I get that, but I mean, just, just in case she's out, then you'll know that you can go online around, like I said, around it's usually around the next to the last week.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Before the end of the month, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If that helps you a little bit in, in, in certain circumstances when she's out, then you know, then you'll have that and be able to look and see. So.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So this is, this is the month of May, so I'm assuming that probably let's say we're in we're today's [PII] I'm, I'm assuming let's say [PII], maybe around the [PII] or the [PII] that we'll be getting the [PII] billing.
[AGENT][NEUTRAL] Um, probably, it's gonna be closer to the.
[CUSTOMER][NEUTRAL] I'm just guessing.
[AGENT][NEUTRAL] 2 [PII], um, well, I'm not gonna say the [PII]. I'm gonna say around the [PII], usually around anywhere between the [PII] to the [PII] of the month, give or take.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK, yeah, so that kinda gives me a good range, yeah. OK.
[AGENT][NEUTRAL] So, around, around the [PII], yeah.
[AGENT][NEUTRAL] Yeah, so it's gonna be like, like I said, about the 3rd week, I mean the next to the last week of the month, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][POSITIVE] But, but if you ever have any questions, please feel free to give us a call we're here to help y'all in any way we can and make this like I said, as user friendly as we can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, I mean I'm liking it already.
[AGENT][POSITIVE] Well, awesome.
[CUSTOMER][NEUTRAL] So what, what is your, what is your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], how do you spell that?
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but that doesn't necessarily mean I'm gonna get you on the phone. I'm gonna get a different person any time of the call, is that correct?
[AGENT][NEUTRAL] Pretty much, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK. That's no.
[AGENT][POSITIVE] But any of us will be able to help you on here so we do it every day.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] I appreciate it. You've been so sweet. I really appreciate it because I, you know, I had this on my mom last night because we didn't get our billing until what last week and then we had to get the, I had to get everything set first we had to get the W9. Our broker had to get that and you know I said, well, then I started getting a little nervous I'm waiting on a W9 because our accounts payable department said we can't pay the bill until we have that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] So I had everything ready to go and then once I got that, then I gotta send the W9 to our accounts payable department to sign up vendor code for us for me and it's just if it was a, you know, and then now I had everything set. They told me the money's there. Go ahead and make, you know, they told me that yesterday, so I'll wait. I get 24 hours and like this morning and that I had this on my mind last night, OK, you have to make that payment tomorrow morning when you get to the office.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, I'm glad I was able to help you. And is there anything else, [PII], that I can help you with?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] I'm glad.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] I think that's it. You've been very helpful and it was very easy. So, um, I really appreciate it.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Well, thank you. Thank you. Well, thank you. Um, it was a pleasure talking to you and uh again, thank you for calling APL and you have a wonderful weekend, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And you too as well. Talk to you soon. Thank you. All right. Bye-bye. Bye-bye.
[AGENT][POSITIVE] Mm, thank you, [PII]. All right. Thank you. Mm bye-bye.