AccountId: 011433970860
ContactId: cd72264a-05b9-4e8d-95ec-c1e9d1f21b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351739 ms
Total Talk Time (AGENT): 167825 ms
Total Talk Time (CUSTOMER): 116227 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/cd72264a-05b9-4e8d-95ec-c1e9d1f21b6f_20250128T18:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Fortune Insurance. Um, I called earlier today regarding the issue that I'm trying to, uh, obtain status on. Um, they told me that everybody was out in a meeting and to call back after lunch. Um, [PII] is the person that's actually uh helping me handle the, the situation I'm, I'm calling about now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is it on a particular group is it on?
[CUSTOMER][NEUTRAL] Is she available or can I talk to you?
[AGENT][NEUTRAL] Is it on a particular group?
[CUSTOMER][NEUTRAL] Yes, it's gonna be Centurion Centurion Restaurant Group, and the group number is 21471.
[AGENT][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On just one second.
[CUSTOMER][NEUTRAL] Not just one.
[AGENT][NEUTRAL] Alright, I've got that pulled up. Hang on just one second. Let me see. [PII] may be at lunch.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah, she's at lunch. I'm sorry. Let me, let me see if I can help you. If not, I can definitely have her get back with you. What were you needing?
[CUSTOMER][NEUTRAL] So I've been working on this since last week. um, when I called Friday, they told me, hey, if you send me the, if you send me the, the request because [PII] was originally working on it, if you send the request to care team, they'll take care of it before the end of the day. So I did and then I got a response back from [PII] that she was working on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But um the group is anxious to get this resolved. It's 5 employees that um because they have 2 gap plans and there's 5 employees that it appears on the detailed enrollment report that you access through the APL portal. It appears that they're on the right buy up gap plan, but they're getting billed for the base option gap plan.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when providers call to verify benefits, they're quoted the base plan um.
[AGENT][NEUTRAL] And not the other plan, OK.
[CUSTOMER][NEUTRAL] Gap gap plan benefits right so it looks like they're like um not correctly enrolled and they and they have not been correctly billed for since November.
[AGENT][NEUTRAL] OK, let me pull up this group real quick. What's the name of one of the employees?
[CUSTOMER][NEUTRAL] Um, all right, it's [PII]
[AGENT][NEUTRAL] Let me let me
[AGENT][NEUTRAL] Let me look at her account. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see, oops, let me go backwards. I hit the wrong thing. Give me just a second.
[AGENT][NEUTRAL] here we go. OK, [PII], OK, she's paying 3817 a month. Is that what you have showing that she's paying for premium? OK, OK.
[CUSTOMER][NEGATIVE] Right, and that's the wrong premium for the plan she elected for, yeah.
[AGENT][NEUTRAL] OK, OK, um, hold on just a second, let me go out here and see if [PII]'s got any notes out here to show she's working on it. It might not be complete yet, but let me just look and see what I have out here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'm gonna go over and check and see if.
[AGENT][NEUTRAL] And corrected if it's in processing.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] I'm reviewing what's going on. Bear with me just a second here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, so I do see it's being worked on. Let's see we've got [PII] being worked on.
[AGENT][NEUTRAL] And there's another one in here. I'm trying to get my
[AGENT][NEUTRAL] If I can see it. OK, let's see is closely elected for 5000 level coverage, but the coverage being quoted and billed as premium amount for 4000.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And multiple employees in this group has selected 5000 coverage option we're only being charged for the 4000.
[AGENT][NEUTRAL] Broker like someone to check into this, so it's been submitted for processing. It doesn't look like it's been complete because obviously [PII]'s hasn't been taken care of and it looks like they're doing a review of the enrollments. It just hasn't been completed yet, so I can get with [PII] when she gets back from lunch and just see where they are because she, she won't physically be the one correcting it. We have to request it from our billing side for them to do it. Oh wait, hang on, what is this? So she sent.
[AGENT][NEUTRAL] She's still see, OK, received your message da da da da da. Just got all the information on here. The plants renewed the file feed.
[AGENT][NEUTRAL] OK, yeah, let me check with her to see who she's notified. I do see that we've sent notification over to our business new business team to go back and review that, but it doesn't look like it's been completed yet. But so when she gets back, I can check with her and we can call you back and let you know. Are you at the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yup, that's a good number.
[AGENT][NEUTRAL] OK, OK, let me get with her. She should be back here in just a little bit and I'll check with her and then um either she or I'll get back to you and give you an update is that OK?
[CUSTOMER][POSITIVE] Oh, that sounds great. Thank you so much. I appreciate your help. OK, bye.
[AGENT][POSITIVE] OK, you're most welcome, [PII]. Talk to you soon bye bye.
[CUSTOMER][NEUTRAL] Bye.