AccountId: 011433970860
ContactId: dbedac6a-3844-4994-8cac-6440ccc4f7f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 606890 ms
Total Talk Time (AGENT): 212045 ms
Total Talk Time (CUSTOMER): 197084 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/dbedac6a-3844-4994-8cac-6440ccc4f7f6_20250617T17:30_UTC.wav
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[AGENT][NEUTRAL] You for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Employee retention Benefits. I was just speaking with somebody. She had me on speaker and then she said she was gonna check her ear plug, whatever that thing is called, and accidentally hung up on me. Um, I just need to speak with somebody in regards to our account. Would that be you or who would that be? Our company again is employee retention benefits.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Yeah, I, I can sure try.
[AGENT][NEUTRAL] Yeah, what's going on?
[CUSTOMER][POSITIVE] OK wonderful thank you [PII].
[CUSTOMER][NEUTRAL] So, uh, we have a problem because, uh, we migrated, we have two big accounts. One's LA city employees and others LA County employees.
[CUSTOMER][NEUTRAL] We went through a migration with APL to where the disability policies were canceled as of [PII] and a smaller policy was installed, so we migrated our [PII] County employees, which was a chunk away from APL as of [PII].
[CUSTOMER][NEUTRAL] Nowhere in any of that conversation or whatever we did did we touch our LA City employees. So all this time our LA City employees and us thought that their APL policies, including the disability, the new disability were active. We recently received notification that as per quote unquote group.
[CUSTOMER][NEUTRAL] Our, um, LA City policies were canceled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, and that was as of [PII].
[CUSTOMER][NEUTRAL] So I'm just a little worried and I was wondering if you could help me with that, please?
[AGENT][NEUTRAL] Um, I'm sure gonna try. Do you know that you've been talking to like back and forth with whenever you did this integration with LA City and LA County?
[AGENT][NEUTRAL] Do you have, like, did you have like a point of contact for this?
[CUSTOMER][NEUTRAL] Mm no, because basically, uh, we've been talking to your claims department. We've been talking to, uh, [PII] in billing in regards to, you know, the changes and, and these people lapsed because the billing stopped for LA County. Nowhere did we have the billing stop for LA City, so you've been receiving, uh, premiums all this time for LA City, so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's where I'm just a little.
[AGENT][NEUTRAL] Do you have um do you have group numbers by chance? or like.
[AGENT][NEUTRAL] Is LA City kind of like the umbrella and then you have like multiple groups like underneath? Same with LA County?
[CUSTOMER][NEUTRAL] No, it's in in East, which is where LA City still is, they're listed as LA City [PII].
[AGENT][NEUTRAL] OK, do you have group numbers though for LA City or LA County?
[CUSTOMER][NEUTRAL] Where would I find a group number for them?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] With APL.
[AGENT][NEUTRAL] So like if you've
[AGENT][NEUTRAL] Well, I'm just trying to so like LA County.
[CUSTOMER][NEUTRAL] So with you guys, our clients have names?
[CUSTOMER][NEUTRAL] And they're just clients. This is how we organize them with you guys, um, you can see in in Ease where they work, and that'll show whether they're LA County and LA City, and in Ease, you could see that they're under files, either LA County or LA City.
[AGENT][NEUTRAL] OK, so do you have
[AGENT][NEUTRAL] Do you possibly have like a last name or a policy number of somebody who would be underneath this so I can see each of our groups has an email or excuse me, wow um has a group number to identify them with so I need to figure out how to.
[CUSTOMER][NEUTRAL] So we were
[CUSTOMER][NEUTRAL] We were investigating [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] She's a client.
[CUSTOMER][NEUTRAL] And uh when our client success team went to investigate this, that's when [PII] told them that as per group, quote unquote again uh that um all LA City was canceled as of [PII].
[AGENT][NEUTRAL] OK, so let's go back to, um, let's go back to [PII]. What was the first name?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Um, do you like, do you have the last of her social?
[AGENT][NEUTRAL] Because I have no.
[CUSTOMER][NEUTRAL] Yes, I have her social security number. I have the full thing. If you just need the last it's [PII].
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Perfect, just to make sure I'm looking at the correct one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII], um.
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] So [PII] specifically is under Union Bank and Trust Company, is that correct?
[CUSTOMER][POSITIVE] That's our trust.
[AGENT][NEUTRAL] OK, I, this is, I think a little bit bigger than me, um, LA County and LA City have like multiple groups underneath them, and I would need.
[AGENT][NEUTRAL] Like to know exactly.
[AGENT][NEUTRAL] Like what is happening.
[AGENT][NEUTRAL] I'm trying to find oh there is [PII]. OK, so like I'm, I'm gonna need, can you send me an email with.
[AGENT][NEUTRAL] Just like you explaining what the situation is so I have something to send.
[AGENT][NEGATIVE] To whoever would deal with it like deal with this. I don't, I don't know. I've like this is the first time I'm hearing about this and it seems like with like this specific um insured that you gave me [PII], she is lapsed in our system and she's under she's under Union Bank and Trust company that's how we have these.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, insured are in specific groups with specific group numbers so if there's like like multiple people who are lapsed and who are not supposed to be lapsed, that is like I'm gonna have to get more people involved in this in order to to actually figure out like what like what happened and like and and how to fix it.
[AGENT][NEUTRAL] If that makes any sense, um, sure, you can send it to [PII].
[CUSTOMER][NEUTRAL] OK. And what's your email address?
[AGENT][NEUTRAL] And just if you could just um just kind of explain what's going on, explain that LA County was never or excuse me, LA City was never supposed to be touched and like by like just kind of explain everything that you're seeing so that I can get it to the right person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you, [PII] for your time.
[AGENT][NEUTRAL] Of course, of course, yeah, and I will once I get that email I'll I'll start the process of.
[AGENT][NEUTRAL] Trying to get this figured out.
[CUSTOMER][POSITIVE] Great, thank you.
[AGENT][POSITIVE] Of course have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye.