AccountId: 011433970860
ContactId: da9b2c2e-673a-455c-8450-3f061606d05a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533710 ms
Total Talk Time (AGENT): 190253 ms
Total Talk Time (CUSTOMER): 294757 ms
Interruptions: 8
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/da9b2c2e-673a-455c-8450-3f061606d05a_20250421T15:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you look at a policy with me and Miss [PII] who's the cobra administrator with
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, if it's in the card, OK, the policy number is 2.
[CUSTOMER][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] 62666.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 231-62
[CUSTOMER][NEUTRAL] 66. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I verify Mr. [PII]'s date of birth and address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Anything to verify anything with Ms. [PII] on her behalf, but she's just trying to get his claims reprocessed, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I've already talked with them and [PII], I mean not billing in the care team and they said that once they get the.
[CUSTOMER][NEGATIVE] Shit, don't say [PII], I can't even say um.
[CUSTOMER][NEUTRAL] The weekly report showing that he has been paid up to date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Then they can rerun the claim and she just said oh, can I speak to somebody in billing?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was like, OK, I don't.
[AGENT][NEUTRAL] Um, well, what is she, what is she, I don't know what, what is she?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] What, so would it be in big?
[CUSTOMER][NEUTRAL] You want to get his claim reprocessed, but I told her, you know what [PII], what, uh, care team told me that they cannot reprocess it until uh the weekly report comes in showing that it's been.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What week is it? I wonder.
[CUSTOMER][NEUTRAL] Paid, even though I can see that it's something.
[CUSTOMER][NEUTRAL] I don't know. I don't know.
[AGENT][NEUTRAL] Like what's the data?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know much about. I don't know when those reports come in because it looks like it was posted on [PII], which was Thursday, so I'm not sure. I, I don't know about those reports or when they come in or who gets them to show that.
[CUSTOMER][NEUTRAL] Let me see if so can tell me.
[CUSTOMER][NEUTRAL] I, uh, right, I'm thinking, you know, that's customer actual, we'll say policy services because we're all customer service, but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wonder if [PII] might know.
[CUSTOMER][NEUTRAL] I'm thinking policy services.
[AGENT][NEUTRAL] She works back. I wonder if she would know. Oh, you did?
[CUSTOMER][NEUTRAL] Well, actually it went to her for.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Well, it, well, it, she got a missed call, but I mean, you know, she may have been running to her phone trying to get it, um, because that's happened to me millions of times or many times and put it that way. OK, the data service is 318-2025.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, the, um, March premiums were posted it looks like, um, on [PII], the March along with the April, um, from what it looks like here anyways, um, so I don't, I don't know what the.
[AGENT][NEGATIVE] I don't know that I can give her what she needs because I don't really understand what.
[CUSTOMER][NEGATIVE] I will stay on the phone with you cause I don't even, if we can just put her on here, I don't even know what to do with her because I told her what they told me and you know, care to me she just automatically wanted billing. You think it's carry she wants.
[AGENT][NEUTRAL] She needs or where that come.
[AGENT][NEUTRAL] It's probably I mean [PII] works big she posts big premium uh so I don't know um.
[AGENT][NEUTRAL] I don't really know um I guess we can get her on the phone and and see if she can I guess tell us what she needs we may end up having to have somebody call her back.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let's see, I'm I am in her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you take a call from.
[CUSTOMER][NEUTRAL] From [PII], what her name was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Oh God, help me a big Cobra, oh my [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, so you're checking it, but I don't mean nothing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't have to I don't see IMs pop up, so.
[AGENT][NEUTRAL] What, what did you say?
[CUSTOMER][NEGATIVE] I said I don't even have time to see Is pop up.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] If you're just busy doing around it, you know, and you're just.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Kind of come out and you're like, whatever, you know.
[AGENT][NEUTRAL] Well, hopefully she'll see it if she don't see it, um, we might have to just get this lady's number, OK, because I'm not, I mean I can tell her that we posted it, but if she's wanting some kind of report, I don't know where to get that from.
[CUSTOMER][NEUTRAL] I'll be waiting for an email by 1 minute.
[CUSTOMER][NEUTRAL] She sees I see the.
[CUSTOMER][NEUTRAL] OK she's saying it but she's not replying.
[CUSTOMER][NEUTRAL] [PII] that needs to go through the queue unless she is specifically asking for me.
[AGENT][NEUTRAL] I don't know if [PII] might can.
[AGENT][NEUTRAL] OK. I would
[AGENT][NEUTRAL] Oh my gosh, OK.
[AGENT][NEUTRAL] Well, it technically did go through the queue and she missed it, but anyway, that's go ahead, yeah.
[CUSTOMER][NEUTRAL] Let me put her on the phone with both of us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And maybe between the two of us we can, I, I don't know what she wants from us. I mean we can't.
[CUSTOMER][NEUTRAL] Oh, now she's asking me for a policy number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] area that is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, 231-626-6.
[CUSTOMER][NEUTRAL] Let's just get her on the phone and that way I I we we'll we'll do a, uh, I'll do a hub to to carry once we're done.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK. Hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Oh God, now she's ask me what's your question? Why don't I just just get my phone.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] the mail that's a policy is paid.
[CUSTOMER][NEUTRAL] Current
[CUSTOMER][NEUTRAL] I've already.
[CUSTOMER][NEUTRAL] She, I don't know what to tell [PII]. I've.
[CUSTOMER][NEUTRAL] I've already.
[CUSTOMER][NEUTRAL] Sent try already tried to send.
[CUSTOMER][NEUTRAL] So what is it care team?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, and then she uh.
[CUSTOMER][NEUTRAL] For asking, not asking, ask for billing.
[CUSTOMER][NEUTRAL] That would go to claims, which they get a report with premium has posted. I tried to tell her that.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] I don't know how long it takes for them to get that report though surely I mean I would think it would be at least overnight. I mean what.
[AGENT][NEUTRAL] I, I think what we need to do is check with claims and tell them that we've posted the premium and ask them if they can reprocess the claim. I, I don't know what else to do.
[AGENT][NEUTRAL] And they should be able to see that on their side though, you know.
[AGENT][NEUTRAL] Claims. I, I wonder who did you talk to in care team?
[CUSTOMER][NEUTRAL] Yeah, well, I tried to even go to claims, of course.
[CUSTOMER][NEUTRAL] Um, so, well, so just tell me the exact same thing [PII] just told me.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, that they would go to claims, uh, which they get, which they get a report when premium has been posted to reprocess any outstanding claims, and that's exactly what sold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Care team is supposed to do claims.
[AGENT][NEUTRAL] So I don't know why she couldn't
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] You said care team needs to handle it then nothing customer service or billing can do that. See, I don't know this back and forth and all over the place. OK, I'm just gonna go right, let me, uh, I'm just gonna tell her I'm going to take her name and number and send an all call email.
[AGENT][NEUTRAL] That's what I would do, uh, do, do something like that because I, I know the back and forth is crazy but I, I agree. I think it's a claims issue because you know we've posted the premium and they should be able to see that on their side.
[CUSTOMER][NEUTRAL] A claimsma.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I would do just get her name and number and tell her that we need to research it and then we're gonna have someone reach out to her as soon as possible with some more information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, dear, I will. Thank you so much. I appreciate it.
[AGENT][POSITIVE] No problem, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Oh, you're fine. I didn't know what you could do any more than I can do when she asked for billing. I'm like.
[AGENT][NEUTRAL] I know, I know. Sometimes, I know. Sometimes it's just talking it out helps, but I know.
[CUSTOMER][NEUTRAL] It's showing it's paid and just.
[CUSTOMER][NEUTRAL] But anyway, all right, Don, let me get back to her. bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK all right bye.