AccountId: 011433970860
ContactId: caf396a0-d527-4386-82c3-ba9fd185d065
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392959 ms
Total Talk Time (AGENT): 167106 ms
Total Talk Time (CUSTOMER): 114029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/caf396a0-d527-4386-82c3-ba9fd185d065_20250203T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can you hear me, [PII]?
[AGENT][NEUTRAL] Hi, I can hear you now.
[CUSTOMER][NEUTRAL] OK. This is [PII] in the care team. I have a group admin on the phone. Her name is [PII].
[CUSTOMER][NEUTRAL] And she's calling regarding group number 260026088.
[AGENT][NEUTRAL] Uh, clinics of North Texas.
[AGENT][NEUTRAL] All right. And what is she?
[CUSTOMER][NEUTRAL] And it's actually a certain uh employee that she's inquiring about under policy number 244.
[CUSTOMER][NEUTRAL] 3831.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh, she said that this uh employee is not on the January invoice. I see her active in my end and I'm looking at the invoices.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Oh yeah, I was gonna say it's because she's on a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if, um, I guess I can talk to her, but depending on what she's asking to um I might not.
[CUSTOMER][NEUTRAL] She was wanting to know why she didn't appear on the invoice, the January invoice.
[AGENT][NEUTRAL] OK, yeah, I'll, I'll tell her, um, uh, that it's about a claim, but if she wants to know more then I'll uh see if I need to transfer a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and she, she has since returned to work so the employee so I'll let you explain that to her here she comes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Am I speaking with [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I understand that you had uh questions about why [PII] wasn't appearing on your invoice.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I am showing that she was out on a claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but she's been back.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] 26088
[CUSTOMER][NEUTRAL] 26088, uh-huh.
[AGENT][NEUTRAL] It looks like this your company bill um or pay in arrears, it looks like they bill in arrears.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I'm paying for January right now.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah, so yeah, that's in arrears. So she was out on a claim, we have uh December and January, and then we have her back um as of uh February, and she's paid through March right now.
[AGENT][NEUTRAL] So she wasn't on, she's not gonna be on the January invoice because we show her um out on a claim in January.
[CUSTOMER][NEGATIVE] She wasn't out. That's, I hate this stuff. I wish I would.
[AGENT][NEUTRAL] OK, in that case I would need.
[CUSTOMER][NEUTRAL] Um, so that's the, that's the thing with her claim, and I put that on there that she was paid, so.
[CUSTOMER][NEUTRAL] When she
[CUSTOMER][NEUTRAL] When she gets paid, it deducts for the premium.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And it's going to continue to deduct for her premium.
[AGENT][NEUTRAL] Yeah, as far as that, I'll need to get you over to claims because in, in billing, we don't deal with the claims at all. Um, we just get direction from claims if we need to, um, remove premium or add premium to the policy, um, but as far as the claim and like when it gets paid out and how long they have, um, that would be a question for claims. But since you said she wasn't out on a claim, we have her on a claim.
[CUSTOMER][NEUTRAL] I mean, she, she was out, but like she's been back since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we do have
[CUSTOMER][NEUTRAL] So she was out for a very short time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, uh, give me one second. Let me get some some claims on the line.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. So I have a group admin on the line um calling about this policy that they
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] We have her on a claim. It looks like to me looking at it, um, but she said that this person's been back to work. So I just wanted to know if you could maybe look at it and see if.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, what's the policy number?
[AGENT][NEUTRAL] We have
[AGENT][NEUTRAL] 244-3831.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and I'm sorry I didn't catch your name. Who am I speaking with?
[AGENT][NEUTRAL] Uh, uh, this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] You said [PII]? OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and now you say that she's back at work?
[AGENT][NEUTRAL] Uh, the, we have the group admin on the line. She said that she's been back to work since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Premium.
[CUSTOMER][POSITIVE] OK, you can send her over. I'll see if I can help her.
[AGENT][NEUTRAL] OK, and her name is [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Hi [PII], I have [PII] from the claims department on the line.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, hi [PII], this is [PII]. How are you today? Good, good. How are you? I'm doing well, thanks for asking.