AccountId: 011433970860
ContactId: dee65a77-3656-40a9-a0c3-f6bd100eeab4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 724770 ms
Total Talk Time (AGENT): 263627 ms
Total Talk Time (CUSTOMER): 296111 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/dee65a77-3656-40a9-a0c3-f6bd100eeab4_20250514T13:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm actually a broker. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good.
[AGENT][POSITIVE] Good. What's going? I know.
[CUSTOMER][POSITIVE] It's early. Hopefully it'll continue to get better, right?
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Exactly and it's Wednesday, so we're halfway there.
[CUSTOMER][NEUTRAL] Oh my gosh, I came back from vacation and I had two really, really, really early morning appointments in a row.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Girl, I feel like it should be Friday.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] But it's not, and it's OK.
[AGENT][NEUTRAL] Oh, what's going on?
[CUSTOMER][NEUTRAL] Anyway, um, uh, so I'm a broker and I work with, um, a GA. You probably have talked to him at some point, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, anyway, I always submit my, cause I work with Employee Navigator, so the enrollment census that gets put out is nothing like your census that we're supposed to fill in. So I usually send it to him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, he's getting older, don't tell him I said that, um, and he makes mistakes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, um, I'm calling twofold. Number one, I need to know what to do to fix these mistakes, and number 2, I need to find out what is the best way to submit enrollment censuses, but that's a second subject. So there's like 4 errors on what he sent you. So my question is.
[CUSTOMER][NEGATIVE] They got their bill already. So of course they're calling me telling me about the errors, and they were on [PII], um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll give you the number. It's I don't know if they paid the bill. It's their group number is 27,040.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that up here.
[AGENT][NEUTRAL] Alright, and then if you just verify with me, [PII], the group name.
[CUSTOMER][NEUTRAL] Sure it's KCE Logistics.
[AGENT][NEUTRAL] OK, so let me pull up their billing here. Give me just a second.
[AGENT][NEUTRAL] OK, so yeah, the invoice does still show outstanding so it doesn't look like it's been paid.
[CUSTOMER][NEGATIVE] Well, they didn't even get this group installed until like, I don't even think they got their invoice until like 2 weeks ago. So, um, but I know we're kind of in the danger zone here, they need to get this paid. So, my question is twofold. One, obviously.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, they need to get this paid. Should they adjust it on here to what it should be?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, there's nowhere to even adjust it. Like, one of them, he just, he messed it up. He
[CUSTOMER][NEGATIVE] Enrolled somebody in the wrong policy because they're next to each other on the census, you know, he just put it on the wrong line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But do they just pay the bill and then you'll make the adjustments for next month? Is that the best way to do it?
[AGENT][POSITIVE] You know, that's a great question, yeah.
[CUSTOMER][NEUTRAL] Or if I send you the, uh, yeah, I mean, I don't know.
[CUSTOMER][NEUTRAL] I, I mean, like Florida Blue won't make any adjustments. Like, so I'm saying like, if I send you the, the corrections, will they regenerate the bill or is it easier just for them to pay it?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Usually I think that they will make the adjustments, but let me see.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] And if there's missing policies or needs like things that need to be moved, is it better for me to go in and do it myself or should I just email it to the billing team?
[AGENT][NEUTRAL] Yeah, I know that you can, let's see.
[AGENT][NEUTRAL] You know what, [PII], let me, let me call over to billing and see what they think as far as making the payment on it if it would be better just to make the adjustment, make the payment, or just pay the amount in full and then wait for the next month to be adjusted because I'm not 100% certain, but I can definitely ask somebody in billing to see.
[CUSTOMER][NEUTRAL] OK. Well, I clicked the billing, I guess it didn't send me the billing, so sorry about that.
[AGENT][NEUTRAL] Yeah, no, that's totally fine, um.
[AGENT][NEUTRAL] As far as the enrollment.
[CUSTOMER][NEUTRAL] I mean if you want, you can, yeah.
[AGENT][NEUTRAL] Go ahead, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Uh well, if you want me to if you wanna transfer me you can. I just, I mean.
[CUSTOMER][NEGATIVE] Yeah, I, I need to know the right way to do everything, cause I usually let [PII] handle everything, but I can't do that anymore. I can't have these errors. It's just, it's making me look bad and I don't want to lose any accounts because of errors on his part.
[AGENT][NEGATIVE] Right. Too much.
[AGENT][NEUTRAL] Right, no, I hear you. OK, yeah, so let me reach out to them first. Um, I'm not gonna let me touch base with them. I'll come back to you before I transfer you, anything like that. If on the hold, if anything happens, is this number you're calling from a good call back number, the [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one second here.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It's like
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] over in customer care. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm good thanks for asking um I have a broker on the line with a group and I really kind of have a question. I don't know if you'll need to take the call but so there's an error on the invoice and she is wondering if it's better for the group to adjust it to what they know the invoice should be there's some errors on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And make that payment or should they just pay it in full and then we'll adjust it next go around? Is there a better way to do that? Do you know?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, so we actually would prefer that they adjust the invoice, you know, if they know what should be correct, um, we would prefer that they adjust that rather than having to go back and make, you know, policy corrections or credits or or stuff like that, um, but if I would like to send us, you know, the adjustments over, you know, if it's, you know, something that hasn't been processed yet, then of course we can process that and adjust their invoice for them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, whichever, you know, either we can adjust it or if they wanna make the adjustments as long as they also send us any of those corrections over, um, then we can, we can do that either way.
[AGENT][NEUTRAL] OK, all right, do the corrections go to the billing or do they, do you know, do they go to care team? I'm not even 100% sure here. Let me see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, so I think all requests are supposed to go to the care team now and then depending on like what the the requests are like if it's coverage changes, you know, customer service would handle that but anything would come back to billing also so that we could make the invoice adjustment.
[AGENT][NEUTRAL] Team, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, alright, awesome I will let her know that she's got some enrollment questions but that's not for I don't think you guys I'll get her over to somebody else for that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right. OK.
[AGENT][POSITIVE] All right, thank you, [PII]. I appreciate you.
[CUSTOMER][POSITIVE] OK, yeah, no problem. Yeah, you're very welcome. No problem.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK [PII], thanks for your patience on that so I spoke to somebody over in billing and she said that they actually prefer that the adjustment be made.
[AGENT][NEUTRAL] So you can do one of two things that looks like on this for the billing portion you guys can either make the they can make the adjustment you can make the adjustment and then make that payment or you guys can send an email to the care team of what the adjustment needs to be and then they can redo the bill and then get that to them so they have a corrected bill then to pay.
[CUSTOMER][NEUTRAL] When you say I make the adjustments, you mean on the website?
[AGENT][NEUTRAL] Mm well that you could send the care team an email stating what the error is on the bill and then they will.
[CUSTOMER][NEUTRAL] No, I know, but your first statement is I can make the adjustment how?
[AGENT][NEUTRAL] Meaning if you knew what the corrected amount should be on the bill, then you could just pay that amount.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] If you knew what the total invoice amount should be.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Yeah, that's not what I'm talking about. So, um, I'm sorry, I
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to get some specific answers. Do you wanna just transfer me over to billing and I can talk to them?
[AGENT][NEUTRAL] Yeah, that's fine. Give me just a second.
[CUSTOMER][NEUTRAL] Or should I, OK. Yeah, thank you so much. You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Good. I have [PII], um, she is a broker with a group who has some questions on billing and she needs to speak to somebody in billing.
[CUSTOMER][NEUTRAL] What number?
[AGENT][NEUTRAL] Group number 27,040.
[AGENT][NEUTRAL] And I have the invoice number if you'd like it.
[CUSTOMER][NEUTRAL] K KCE logistics.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, send it to me.
[AGENT][NEUTRAL] OK, here she comes.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you?