AccountId: 011433970860
ContactId: d05dda15-653a-4f21-a97b-717a4c14900f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686340 ms
Total Talk Time (AGENT): 389380 ms
Total Talk Time (CUSTOMER): 206448 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d05dda15-653a-4f21-a97b-717a4c14900f_20250210T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Centella, um, policy number 2581777. Actually, no, that's not it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, where is this? I'm actually online.
[CUSTOMER][NEUTRAL] Um, anyway, um, what, what information do you need from me? Do you need an invoice number or?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, I'm sorry, were you calling um on for a group or?
[AGENT][NEUTRAL] Just need to know what information I need to pull up. What what was that?
[CUSTOMER][NEUTRAL] I'm the
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm the plan administrator. I'm calling regarding a bill that we received.
[AGENT][NEUTRAL] OK, OK, yes ma'am, so that would be your group number do you have your group number? It would be on your invoice.
[CUSTOMER][NEUTRAL] Um, let me see
[CUSTOMER][NEUTRAL] OK, one sec.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should be maybe like 5 digits usually.
[CUSTOMER][NEUTRAL] 5 digits, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me just open one up.
[AGENT][NEUTRAL] I can search by the the name of the group um I did you, did you tell me what that was? I didn't quite catch it.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, can you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I think I might have you pulled up and what is your name ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], let me see.
[CUSTOMER][NEUTRAL] Or maybe they have my first name on there, [PII] group.
[AGENT][NEUTRAL] OK, I'm not seeing that name listed. Can you verify the address and let me make sure that I have the right group pulled up?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then can you verify the email address and the phone number that we have on file?
[CUSTOMER][NEUTRAL] Um, Med lab.
[CUSTOMER][NEUTRAL] Um, we, we just recently changed names, so it's sent, it's um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, previously it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me see, so we actually have, and this person may not even be with the group anymore. I'm not sure how to say the name Newer.
[CUSTOMER][NEUTRAL] No, she's still, yeah, she's, she's still, yeah.
[AGENT][NEUTRAL] Uh, [PII], she's still, OK, OK, so it looks like we have, uh, her and then her email address, um, but I do see you listed, um, in the online service center, um, so that's fine. I'll, I'll still be able to speak with you. Can you just verify the phone number for me real quick?
[CUSTOMER][NEUTRAL] Uh, the phone number I use is [PII].
[AGENT][NEUTRAL] OK, yes, and I see that's the number that you're calling from thank you for verifying that information so I do have the correct group pulled up and I know you're calling about a bill, right? How can I help you with that?
[CUSTOMER][NEUTRAL] Yeah, so this is invoice number.
[CUSTOMER][NEUTRAL] 637-868-8
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I'm seeing employees here listed um but they should have been listed. I'm not sure how that happened.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How, um, what would be the
[CUSTOMER][NEUTRAL] The process, do we make the full payment and do you guys, uh, reimburse in the difference or how does that work?
[AGENT][NEUTRAL] So you can actually adjust the invoice online. It looks like they've already been submitted, um, but I can open them back up if you need me to. You can actually make the changes and remove the the whoever's not supposed to be on there, um, with a comment on, you know, why you're removing them, you know, if they were if they're not with your group or if they've terminated or you know whatever that reason is you can state that.
[AGENT][NEUTRAL] And we can correct that on the um the bills going forward.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Would you like me to do that? Would you like me to open it back up so that you can make those changes and then resubmit the invoice?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, if I already submitted, and let's see, um.
[AGENT][NEUTRAL] Or if you'd prefer um since they're already submitted you can send an email to our care team with uh so is it is it people that should just not be on the bill or have they terminated or?
[AGENT][NEUTRAL] But
[CUSTOMER][NEGATIVE] They should not be on the bill. There's one that terminated, but the rest should not be on the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, um, so what I would do then is send an email to our care team. I'll give you that email address and if you'll list everyone that's not supposed to be on there, um, and then you can also request uh credits or refunds for the January and February premium that was paid, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, are you ready for that email address?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, it is [PII]. I'm sorry, so that's [PII].
[AGENT][NEUTRAL] T E A M.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So care team
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, mhm, [PII].
[CUSTOMER][NEUTRAL] Oh like.
[AGENT][NEUTRAL] And then if you'll just include your group number which is 16,830.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just in the subject line is fine, um, and then just, just let us know, um, the name of each person and then just if you'll just let us know that they're not supposed to be on the bill and that you're requesting um credits or refunds for the January and February premium that you guys paid.
[AGENT][NEUTRAL] It looks like it hasn't quite been processed yet. It's supposed to process tomorrow, but once we, we can go ahead and get this updated in our system and then once that premium post.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We can go ahead and issue you guys a refund.
[CUSTOMER][NEUTRAL] OK, so if it, if it hasn't processed yet, um, it's going to be processed tomorrow for January and February.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If I do the adjustment now, it would adjust and and would it still submit the payment for today or for tomorrow and then again?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So you would have to resubmit it.
[AGENT][NEUTRAL] Yeah, so like if I open it up it's well it's not gonna be a double payment so if I open it right now it's gonna cancel the the scheduled payment.
[CUSTOMER][NEUTRAL] Oh, I make double payments.
[AGENT][NEUTRAL] So then you can make your changes and then you would just resubmit it you could just schedule that payment again.
[CUSTOMER][NEUTRAL] OK. Well.
[CUSTOMER][NEUTRAL] OK, so, hm, let me think about that, uh, let me think.
[AGENT][NEUTRAL] Sure, it's just whichever way, whichever way would work better for you guys um.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It doesn't take but just a second to open them up and that voids the payment so um because it's not scheduled to process until tomorrow so um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As long as we open it up today then um that payment will process.
[CUSTOMER][NEUTRAL] OK, let's just cancel both in January, February and then I will make the adjustment online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, let me open this up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, unless one of them went through, then I'd rather not.
[AGENT][NEUTRAL] No, they didn't go through. They they were scheduled for tomorrow so um they they wouldn't have gone through until tomorrow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you refresh on your side now you should be able to see both invoices are back open now.
[CUSTOMER][NEUTRAL] OK, so it's open. All right, so then how do I adjust or walk me through that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you'll, sure, so if you'll click the invoice to open it up, all of your billing details will pull down below that do you see that? Um, do you have they opened up?
[CUSTOMER][NEUTRAL] Let's get in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now it's open.
[AGENT][NEUTRAL] OK, um, and so let's find the first person who doesn't belong on the invoice, um, so who is that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you're gonna go down to [PII] and if you'll go over to the due column, that's that second amount, um, and that that column you can adjust so if you'll click in that box and just put a 0 for the premium.
[AGENT][NEUTRAL] Then you'll have to go over in that comment box and just leave us a note, you know, whatever the reason is I know you had a termination so you know if it's a termination you'll just put terminated with their termination date if it's just that they don't belong on the invoice just put you know should not be on the bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now we have a feed um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We have our we have our.
[CUSTOMER][NEUTRAL] Benefits, uh, feed in from payroll from.
[AGENT][NEUTRAL] Yes, through a file feed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I see that you guys are set up on a file feed, so I'm not sure um are these now let me ask, are these people that you know you don't recognize the names for or were they just people that that OK so they just shouldn't have actually been enrolled in the plans so.
[CUSTOMER][NEUTRAL] No, I do.
[AGENT][NEUTRAL] That might be something that you would still need to send an email over to that care team to just have them, you know, question the, the feed information and ask you know what happened there um that would need to be looked at by.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our team that processes those feeds and they might need to pull some information I'm not exactly sure what would have happened there.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[AGENT][NEUTRAL] But you can definitely send an email for them to research that and see kind of what went on there and why those ended up issuing.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, um, yeah.
[CUSTOMER][POSITIVE] Well, thank you so much for your help.
[AGENT][NEUTRAL] No problem um and so once you get done making those changes there's a save button kind of at the top above everyone's name um if you'll just save your changes and then you can submit your invoice and make your payment again, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] OK, no problem. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][NEUTRAL] OK, well thank you for calling APL and if you have any other questions just give us a call OK?
[CUSTOMER][POSITIVE] Definitely. Thank you.
[AGENT][POSITIVE] OK, you're welcome bye bye.