AccountId: 011433970860
ContactId: d50cf2e9-5ec3-4096-b7ad-185cb7e5bfad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443880 ms
Total Talk Time (AGENT): 155590 ms
Total Talk Time (CUSTOMER): 144830 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d50cf2e9-5ec3-4096-b7ad-185cb7e5bfad_20250529T17:28_UTC.wav
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[CUSTOMER][NEUTRAL] Do.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] in the care team. Um, I have Ms. [PII]. She says she's calling from the broker's office in regards to, um, premium for an insured.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] She said they received information where the premium was more than uh what we show in the system.
[CUSTOMER][NEUTRAL] And she has questions about it.
[AGENT][NEUTRAL] Is this a group bill or an individual?
[CUSTOMER][NEUTRAL] Uh, it's about a group bill but it's based on an individual, yeah.
[AGENT][NEUTRAL] Oh, OK. OK, what's that group number, love?
[CUSTOMER][NEUTRAL] Um, 20939.
[AGENT][NEUTRAL] And by chance do you know what particular invoice?
[CUSTOMER][NEUTRAL] She said that she saw it in November, but she said uh it was under this month as well, but it's showing a different amount.
[AGENT][NEUTRAL] Oh dear, OK, and the individual's policy number by chance?
[CUSTOMER][NEUTRAL] 183-575-6.
[AGENT][NEUTRAL] Oh, and um you said her name was [PII]. What's that good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, I'm ready for whenever you are.
[CUSTOMER][POSITIVE] Awesome sauce. Thank you, madam. Have a great one.
[AGENT][POSITIVE] Thank you. You as well thank you.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department. Is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, so I understand that you feel like there's an issue with the premium on an individual.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So she gave me the policy number and I apologize I didn't ask her for the name of the insured.
[CUSTOMER][NEUTRAL] So she
[CUSTOMER][NEUTRAL] No, you're OK. um, let me pull up the policy number really quick.
[CUSTOMER][NEUTRAL] Her policy number is 1835756.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Looks like it's on the hospital indemnity policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she is being charged.
[CUSTOMER][NEUTRAL] $200.14 a month, which is the family coverage she should only be charged 126.26 cents a month, which is what is on her policy certificate.
[AGENT][NEUTRAL] OK, so I'm looking at the most recent invoice and it does have the 126. Are you looking at a different invoice?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Oh my goodness, I'm getting my employees mixed up. Can I give you a different policy number?
[AGENT][POSITIVE] Absolutely, yes, ma'am.
[CUSTOMER][NEUTRAL] It is 183-578-6.
[AGENT][NEUTRAL] 183-578-6.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. 214.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like it used to be 222 38 and
[AGENT][NEUTRAL] I'm guessing the group's uh renewal date was in April possibly.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] It was in December we were fixing some election issues during April, so that might be why you see the change then.
[AGENT][NEUTRAL] Um, OK, let me see, look at the notes here.
[AGENT][NEUTRAL] Says corrected rate.
[AGENT][NEUTRAL] OK, so it looks like the rate was corrected.
[AGENT][NEUTRAL] On [PII], so I'm guessing that was from.
[AGENT][NEUTRAL] The 223 0 let me go back to that.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] It was corrected to 214.
[AGENT][NEUTRAL] And you're saying that it should not be the 214, I mean $200.14?
[CUSTOMER][NEUTRAL] Well, on her policy certificate, it says.
[CUSTOMER][NEUTRAL] Let me pull it back up again.
[AGENT][NEUTRAL] It actually looks like um in April 4 0 that was that was 14, I mean 2024, never mind, I apologize.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] OK, well, I think I'm going crazy because now I see the $214 policy certificate.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] Well, disregard that question. I have another one too. Are you able to see what policy she had in November?
[AGENT][NEUTRAL] Sure thing.
[AGENT][NEUTRAL] Of 24, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me get to her.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, looks like there was a hospital indemnity, um.
[AGENT][NEUTRAL] Disability.
[AGENT][NEUTRAL] Apologize I'm still learning the acronyms on these accidents and.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] There was one other one I just don't know what that's for let me check.
[CUSTOMER][NEUTRAL] Is it the cancer?
[AGENT][NEUTRAL] Yeah, it probably is.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, that's what I wanted to double check to see if she had that in November as well.
[AGENT][NEUTRAL] If she had it through 12/1 so it it terminated as of 121, so she was covered in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. Well, that is all I needed then. Thank you so much.
[AGENT][POSITIVE] Oh, OK, well, no problem, I'm glad I could help. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right, you have a great day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm, bye-bye.