AccountId: 011433970860
ContactId: d8bfb8c1-900e-4844-9fc2-a29e4f329c16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202399 ms
Total Talk Time (AGENT): 84882 ms
Total Talk Time (CUSTOMER): 122272 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d8bfb8c1-900e-4844-9fc2-a29e4f329c16_20250310T13:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], excuse me, this is [PII] over Broker Resources. Um, can you look at this group with me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let me give you a great number. I'm thinking I'm seeing a note on here. OK, 21471.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So our brokers calling on this one because it looks like there was a I think is there a billing discrepancy on this group something about.
[CUSTOMER][NEUTRAL] There's several people on this group billing for March that have multiple premiums deducted on them. I'm trying to read through the notes. It looks like.
[CUSTOMER][NEUTRAL] Let's see, premium paid on.
[CUSTOMER][NEUTRAL] OK, let me give you a personal to look at like at the first of the bill there's a a [PII].
[CUSTOMER][NEUTRAL] 22730997
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we've deducted November, December, January, February, March premiums and there's several other people. Do you know what happened? I think that's where we got a note on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh well let's look at his individual. Let's see 227-397.
[CUSTOMER][POSITIVE] Great preferences from the script.
[AGENT][NEUTRAL] It was a supplement bill, um.
[AGENT][NEUTRAL] Maybe he
[AGENT][NEUTRAL] Hadn't been, let's see.
[AGENT][NEUTRAL] We lapsed it.
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] It got here we go address changed. It didn't say why it was lapsed.
[AGENT][NEUTRAL] But it got lapsed in October and I guess maybe we were notified that it shouldn't have been so we have supplement bill to get them caught back up.
[CUSTOMER][NEUTRAL] There's several people, OK.
[CUSTOMER][NEUTRAL] In October because
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that would be for [PII], and that's gonna be the same for [PII] I don't even know how to say that last name, and [PII] or OK, sorry, I'm just hold on I'm um it's 227-498-3.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's that policy number?
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] Yeah, same exact thing.
[CUSTOMER][NEUTRAL] OK, and then check this 1 243-524-7 [PII].
[AGENT][NEUTRAL] Yep, same thing. I don't know, maybe we got something that I don't know why these folks would be, oh, do they pay by file? Does it say?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a file feed, yeah.
[AGENT][NEUTRAL] Yeah, so let them know that in October the file feed told us because it says it was uh lapsed because of uh online they did it. It had been that file feed um it was lapsed in October and that um.
[CUSTOMER][NEUTRAL] So that's, OK.
[CUSTOMER][NEUTRAL] So the file that came through for whatever reason uh with the lapse in October and so we're playing catch up for all those premiums because refund of premiums due to different OK I was OK, so we have a reason the group was lapsed in October, so these are the people that were playing catch up to get because it wasn't everybody I don't guess it was just.
[AGENT][NEUTRAL] Yeah, showing in terms.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, no, it wasn't the group, it was just those individuals, yeah, I just looked at another random one and they haven't had any lapses, so.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At least those 3 that I looked at.
[CUSTOMER][NEUTRAL] Yeah, they all seem to be about the same time? OK. OK.
[AGENT][NEUTRAL] Yeah, at least those 3 that I looked at were lapsed in October, so we're just playing catch up to get them up to date with everybody else.
[CUSTOMER][POSITIVE] OK, perfect. OK, that is what I needed thank you so much.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too. Thank you, bye.
[CUSTOMER][POSITIVE] Thanks uh huh bye bye.