AccountId: 011433970860
ContactId: d3ede1e0-7dd1-4acf-922e-325d3e845c5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447899 ms
Total Talk Time (AGENT): 203108 ms
Total Talk Time (CUSTOMER): 157660 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/d3ede1e0-7dd1-4acf-922e-325d3e845c5e_20250528T16:02_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], this is [PII] in customer services. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I have an insured on the phone whose policy was canceled from um bookkeeper request.
[CUSTOMER][NEUTRAL] And she's needing a name.
[CUSTOMER][NEGATIVE] And I don't have that information in customer service.
[AGENT][NEUTRAL] Um, what's the policy number?
[CUSTOMER][NEUTRAL] So that she can get with them. She says they're still taking it out her check. Uh, the policy number is 252.
[CUSTOMER][NEUTRAL] 4453
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And she'll have to contact the Brownsboro school district, like whoever.
[CUSTOMER][NEUTRAL] That's what I've, I've already.
[CUSTOMER][NEUTRAL] Yeah, that's what I told her, but she needs a name.
[AGENT][NEUTRAL] She doesn't
[CUSTOMER][NEGATIVE] And she does not, she's not taking my word for it.
[AGENT][NEUTRAL] I know who she
[AGENT][NEUTRAL] Does she not know who she talks to for her benefit?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEGATIVE] Does she not know who she talks to like for her benefits and stuff? She doesn't have like an HR person.
[CUSTOMER][NEUTRAL] She says there's a lot of people there.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I'll just give her and tell her what's an EMPO.
[CUSTOMER][NEUTRAL] Sorry, but.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, and and they do their billing through, uh, Gentry, so we don't even have a contact at the school, so she'll need to contact. I mean if she worked there or she does work there then she has somebody she can talk to so she needs to contact them, but they pay through Gentry Financial, so we don't even have a contact for the school district.
[AGENT][NEUTRAL] Because it's an FBS school and there's like 50 of them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And it show me I talked to whoever she talks to for payroll or HR or whatever, but we don't, we don't even have a contact for the [PII] ISD.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. I've told her all this already, but she's not taking my word for it, so can you tell her the same? Yeah, I'll just tell her the same thing.
[AGENT][NEUTRAL] We just have
[AGENT][NEUTRAL] You can transfer to me.
[AGENT][NEUTRAL] Alternate
[CUSTOMER][POSITIVE] I, I've been telling telling her over and over again, yeah, all right, thank you.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and is her callback number the one that's on the screen?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, yeah, you can transfer.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department.
[CUSTOMER][NEGATIVE] So no.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I understand you.
[CUSTOMER][NEUTRAL] I'm trying to inquire on.
[AGENT][NEUTRAL] Yeah, I understand you were calling uh about your um policy termination when uh your group is still taking it out of your check.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yeah, I wanna know who canceled it.
[AGENT][NEUTRAL] Uh, your group canceled it and you'll have to contact them to see uh why it was canceled, um, whoever is your payroll contact or HR, um, you'll have to contact them and see why they canceled it because we just go by what they send us.
[CUSTOMER][NEUTRAL] Cause it wasn't
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. I'm headed to HR.
[AGENT][NEUTRAL] OK. All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, so [PII], I, I have to get this figured out by [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] They told me a month but I didn't even know it was canceled.
[CUSTOMER][NEUTRAL] And they're still taking it out of my check, so I'll go deal with HR on that but.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm still paid by the, by the, by the employer until.
[CUSTOMER][NEUTRAL] Uh, August
[AGENT][NEUTRAL] Um, we have your policy paid to April.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Through April or through March?
[AGENT][NEUTRAL] Through March, so pay to [PII].
[CUSTOMER][NEUTRAL] OK, you were telling me two different things, so I've got to get it in my head.
[AGENT][NEUTRAL] What's the other information that you received?
[CUSTOMER][NEUTRAL] In March it was paid March what? [PII]?
[CUSTOMER][NEUTRAL] What day in March was it paid?
[AGENT][NEUTRAL] Um, your, so your group paid for, um, February and March, um, on [PII].
[CUSTOMER][NEUTRAL] Oh, it was paid on [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so now you're saying uh oh April and May.
[AGENT][NEUTRAL] Your yeah your group does.
[CUSTOMER][NEUTRAL] Uh, I'll have to go up there.
[CUSTOMER][NEGATIVE] So it's not making sense.
[CUSTOMER][NEGATIVE] It's not making sense why it was canceled when they're taking it out of my check and it's not because I'm still paid by the district until August.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's not something that we control. Like we don't control what comes out of your check or anything like that. We get the payments from your group, so they're still and, and we don't control like the cancellation. So if they, um, don't pay for your policy for.
[CUSTOMER][NEUTRAL] Right, right, right.
[AGENT][NEUTRAL] Whatever reason or if they tell us to to cancel it then that's what we do um so if you would want like a reason why it was canceled or why it's still coming out of your check you'll have to contact them and see why they're sending that information to us.
[CUSTOMER][NEUTRAL] OK, well, I'm, I'm headed there to do that now.
[AGENT][NEUTRAL] OK, alright, if there's any.
[CUSTOMER][NEUTRAL] And so, but I could still, once I get this straight, I can still get it for the 1938.
[CUSTOMER][NEUTRAL] If I send these papers in that y'all sent me.
[AGENT][NEUTRAL] Yeah, um, well, if you send those papers and that would be for you to have your policy individually.
[AGENT][NEUTRAL] Um, so you wouldn't be on the group anymore. So if you, yeah, so if you're still, if you're still employed, I'm sorry, if you're still employed by the um by Brownsboro ISD and you wanna stay on their group plan, then you'll need to get it sorted out with them so that they can have us reactivate your policy, um, but the papers that we sent you um would be if you wanna have it on your own because, um, they sent us a termination.
[CUSTOMER][NEUTRAL] For still the 1938.
[CUSTOMER][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] OK, I did retire, so that might be part of it, but they're still paying me through [PII], so.
[CUSTOMER][NEUTRAL] None of my other stuff starts till [PII], so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, you'll have to come.
[CUSTOMER][NEUTRAL] OK. I'll go talk to them if I need something I'll call back.
[AGENT][POSITIVE] OK, all right, [PII]. Well, um, you have a great day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.