AccountId: 011433970860
ContactId: d017f5e2-3563-4539-8ff6-5dc5570ed248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479750 ms
Total Talk Time (AGENT): 177421 ms
Total Talk Time (CUSTOMER): 171935 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/d017f5e2-3563-4539-8ff6-5dc5570ed248_20250220T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from Liberty Hill ISD and I received an email today from our former um third party administrator for benefits, and it had on there attached a letter it looks like from you all that we are um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Behind on our billing on our invoices, but I'm not sure what service you offer Liberty Hill ISD.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I could take a look at that. We do offer quite a bit of different supplemental policies, um, so I can get that information pulled up. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Visa. OK.
[AGENT][POSITIVE] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. um, on that, um, correspondence you received, does it have a group number at all?
[CUSTOMER][NEUTRAL] Um, it says regarding 13334.
[AGENT][NEUTRAL] OK, alright, thanks. Possibly let's take a look, give me just a moment.
[CUSTOMER][NEUTRAL] Would that be it?
[AGENT][NEUTRAL] Liberty Hill ISD that's it. OK, let's see.
[AGENT][NEUTRAL] All righty. So I do not have you as the contact, [PII]. I have uh [PII]. Is that accurate?
[CUSTOMER][NEUTRAL] She so they're our former third party administrator of our benefits, yeah, they, they haven't been, they haven't been our third party since uh [PII] of last year.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] I see. OK.
[AGENT][NEUTRAL] OK, give me just a moment, let's see.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] It looks like we had quite a few policies with you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, are you able to verify the address for the business, [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII], and that's [PII].
[AGENT][POSITIVE] OK, thank you for verifying that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] So we had a cancer policies, um, hospital indemnity, which is a limited indemnity medical plan, and then a secondary medical.
[AGENT][NEUTRAL] But I'm trying to see if any of them.
[AGENT][NEUTRAL] I can see that correspondence.
[CUSTOMER][NEGATIVE] Yeah, they all should have, yeah, they all should have ended.
[AGENT][NEUTRAL] Yeah, that's what um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just gonna make sure of that. Give me just a moment.
[CUSTOMER][POSITIVE] I have invoice numbers uh huh, sure, thank you.
[AGENT][NEUTRAL] OK, this is easier alright I just pulled up to see if any were active you have no active policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm not sure what these two invoices they're saying they're past due.
[AGENT][NEUTRAL] I'm not sure. It does say it's from American Public Life.
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] Mm OK and they were emails?
[CUSTOMER][NEUTRAL] Um, well, this, so I got an email from our third party, our former third party administrator, and it has attached a letter that just says outstanding invoices, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Well just for good measure, um, I can reach out to our billing department to see if they see that anything is owed and then I can get right back with you alrighty I'm just gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, do you just wanna send me, OK, yeah, and then could you send me an email with that once we're done so that I can just attach it to this?
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Sure, yeah, if we've got any of that if they need anything like that, and I'll let you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Thanks. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing all right thank you. I have a group admin on the line um it doesn't look like they've had an active policy with us since last August um but she said that she just got an email from their old, uh, third party, um, the people that handled the accounts and stating that they owed premium from us, and she just wanted to verify if that was correct.
[CUSTOMER][NEUTRAL] Mm what's the group number?
[AGENT][NEUTRAL] It is 13334.
[AGENT][NEUTRAL] Liberty Hill ISD.
[CUSTOMER][NEUTRAL] The group is still active.
[AGENT][NEUTRAL] I didn't show that she has any members that were active.
[CUSTOMER][NEUTRAL] What in the world?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] How did this pop
[CUSTOMER][NEGATIVE] I'm so confused.
[AGENT][NEUTRAL] I asked if it came from us and she said no it was this former third party um group that they had and they yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] CBG
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But that it had our information.
[CUSTOMER][NEUTRAL] Tell her to disregard it um because I'm not even sure how it there's not any notes saying how the policy I mean how the header got reactivated nor what's let me look hang on let me look and see what's on these actual invoices that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We generated.
[CUSTOMER][NEUTRAL] Mm, what in the world?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It looks like those invoices were generated bef[PII] we got the termination notice, so yes, just let her know disregard it and I'll have to send it to [PII] to get her to fix it.
[AGENT][POSITIVE] OK, OK, I'll let her know thank you for looking.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright thanks bye bye.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK [PII] sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am
[AGENT][MIXED] OK, so yeah, they did have to kind of look it was a bit of a confusing situation, but in short you can disregard that um they're not quite sure what that was about, but you don't have anything to worry about.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry about the confusion.
[CUSTOMER][NEUTRAL] OK and your name was [PII]? No, that's OK.
[AGENT][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And of course I will be making a note so if you have to call back for any reason there will be record of our conversation.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] All right, you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you, bye bye.