AccountId: 011433970860
ContactId: e4c5ad08-0662-4c01-8af2-1b386a5ee306
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1211530 ms
Total Talk Time (AGENT): 447696 ms
Total Talk Time (CUSTOMER): 242834 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e4c5ad08-0662-4c01-8af2-1b386a5ee306_20250325T13:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APO. This is Mot Billing. How may I help you?
[CUSTOMER][POSITIVE] Good morning [PII], it's [PII].
[AGENT][NEUTRAL] How are you doing, [PII]?
[CUSTOMER][NEUTRAL] Hey, how are you today?
[AGENT][POSITIVE] I'm doing fine, thank you for asking. How about yourself?
[CUSTOMER][POSITIVE] I'm all right thank you.
[CUSTOMER][POSITIVE] I'm alright, thank you for asking as well so I have the group administrator on the line.
[CUSTOMER][NEUTRAL] With group number 21022.
[AGENT][NEUTRAL] 21022. OK.
[CUSTOMER][NEUTRAL] Streamline publishing.
[CUSTOMER][NEUTRAL] Mhm. Streamline Publishing this is [PII].
[CUSTOMER][NEUTRAL] So first off, some of the information related to the group's contact is gonna be have to be updated. She is gonna be sending an email with that to the care team for that request.
[CUSTOMER][NEUTRAL] She was also really calling about an employee that they had requested to be termed in the OSC.
[CUSTOMER][NEUTRAL] And his policy is still showing active with the future lapsed state of 11.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But the policy is active.
[CUSTOMER][NEUTRAL] Um, that employee is [PII].
[CUSTOMER][NEUTRAL] And I can give you his specific policy number too, Melet if you need that.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] 1967201
[AGENT][NEUTRAL] 1967201.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and um, you got [PII] on the phone and what is her call back number?
[CUSTOMER][NEUTRAL] Yes, it is. It is the one that's actually in line. I'm the only thing that's right, uh, [PII], but again that's the one listed for the group.
[AGENT][NEUTRAL] OK, and she's calling on [PII].
[CUSTOMER][NEUTRAL] But she's gonna be
[AGENT][NEUTRAL] About a request to have him removed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and she said that they had also um.
[CUSTOMER][NEGATIVE] Uh, requested like a, a credit or a refund is what she said, she said refund.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know about that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, um, you can send her on. I'm sorry, and you said that was with group 21022.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, my dear. Thank you. And she's been verified?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright thank you so much. Yes, she's verified and again she's emailing the care team because several things on the group's contact like the billing address that we have is her home is our personal address.
[AGENT][NEUTRAL] Oh, that's strange.
[CUSTOMER][NEUTRAL] It's in the system. That [PII] address is her personal home mailing address.
[CUSTOMER][NEUTRAL] And the.
[AGENT][NEUTRAL] Well, we got the physical address is um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, but that's all too.
[AGENT][NEUTRAL] Oh, OK, OK, [PII].
[CUSTOMER][NEUTRAL] Yeah, that
[CUSTOMER][POSITIVE] In [PII], that's old as well. So there's several things. OK. Thank you so much. Have a great day.
[AGENT][NEUTRAL] OK. So on.
[AGENT][POSITIVE] You too, dear. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Family
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good morning [PII]. This is [PII] in group billing. Um, [PII] said that you were calling on policy 1767201 [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and I understand a good callback number for you is the [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Mm thank you so much.
[AGENT][NEUTRAL] OK, [PII]. You said that his policy should have lapsed effective [PII].
[AGENT][NEUTRAL] Let's see what's going on with him.
[CUSTOMER][NEUTRAL] Yes. My
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My HR person has gone online.
[CUSTOMER][NEUTRAL] And changed his status, but then we continue to be billed so this.
[CUSTOMER][NEUTRAL] Last week she actually went in there and.
[CUSTOMER][NEGATIVE] Deleted him, which he's so he's not on my April bill. His he still show.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But he still shows to be in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like he's active.
[AGENT][POSITIVE] And I can help you with that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and um.
[CUSTOMER][NEUTRAL] And we got billed for January, February and March.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So first of all, should she not.
[CUSTOMER][NEUTRAL] Can she not
[CUSTOMER][NEUTRAL] Change the status online.
[AGENT][NEUTRAL] Yes I am.
[CUSTOMER][NEUTRAL] So terminates
[AGENT][POSITIVE] OK, let me see what's going on with this. Hold on just a moment and I can help you with that. That's not a problem.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're saying that he was on the
[AGENT][NEUTRAL] January, February and March.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I do see him on the January.
[AGENT][NEUTRAL] I do not see him on the uh February.
[CUSTOMER][NEUTRAL] Hold on, I'm just pulling up.
[AGENT][NEUTRAL] I do not see him on the march either.
[AGENT][NEUTRAL] Let's see what's going on though.
[AGENT][NEUTRAL] And I don't see him on the April either.
[CUSTOMER][NEUTRAL] Yeah, he's not on the April.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm looking for my February demo.
[AGENT][NEUTRAL] Oh, you're fine. Hold on.
[AGENT][POSITIVE] I just wanna make sure that we're taken care of on here.
[AGENT][NEUTRAL] And I do see the reason why he's still showing active as of right now is because his pay to date is um.
[AGENT][NEUTRAL] 121.
[AGENT][NEGATIVE] So it has not reached the um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For him to be in the now he's not gonna be show up on the bills, but for his policy to actually go into lapse status it would have to be um.
[AGENT][NEUTRAL] His pay to date would have to be the [PII] and once that hits.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] Never mind on that. We will get his taken care of cause I do see his premium, Never mind on that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We do have one month's premium for him that will bring his status up to the 12, I mean to the 11 and then it would show lapse in our system if we apply that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we'll get that done and then he'll be lapsed in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I'm still.
[CUSTOMER][NEGATIVE] Looking, I don't understand why I hadn't had him noted as being billed every month.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] Maybe I was wrong. Yeah, you're right. He is not on there for February March. It was just the January.
[AGENT][NEUTRAL] Right, and we need that January to get him paid up because it looks like a a premium was missed.
[CUSTOMER][NEUTRAL] What? No.
[AGENT][NEUTRAL] Well, I, I mean.
[CUSTOMER][NEUTRAL] Because then you would have a premium on the whole on everybody.
[AGENT][NEUTRAL] That's what I'm saying. I would, I would have to look and see, but it looks like he, there was a premium miss, but I don't know why.
[AGENT][NEUTRAL] Let's see, see what I can find out real quick.
[AGENT][NEUTRAL] I'm looking real quick so we can get that rectified.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I just want to double check my records to make sure that we're right, I mean.
[AGENT][NEUTRAL] That something's not a mess and get him.
[AGENT][NEUTRAL] Where he should be.
[AGENT][NEUTRAL] 678.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] So premium.
[AGENT][NEUTRAL] 910.
[AGENT][POSITIVE] And I do apologize for talking to myself so I'll make sure we get this right.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm double checking everything and I do apologize.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You are correct on that. We have
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got it now.
[AGENT][POSITIVE] And I do apologize. Thank you for your patience on that. So,
[AGENT][NEUTRAL] We do owe you for the January premium.
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Let's see, I do see where a payment has been scheduled for the April premium.
[AGENT][NEUTRAL] And EFT is scheduled.
[CUSTOMER][NEUTRAL] Uh yeah, 5.
[CUSTOMER][NEUTRAL] Yeah, I did that this morning and the April's fine he's not on the April bill.
[AGENT][NEUTRAL] Right, but what I was gonna say is we could have gave you a credit on that, or do you want, I mean, but since you've scheduled the EFT the only way that I can do that and since it's, I could um
[AGENT][NEUTRAL] Undo it.
[AGENT][NEUTRAL] Or open back the invoice but you would have to resubmit your EFT.
[CUSTOMER][NEUTRAL] I can do that.
[AGENT][NEUTRAL] OK, is that what you want the credit instead?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can do that. All right. Well, let me open that up.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And since it's not scheduled until the [PII], I can do that, so.
[AGENT][NEUTRAL] Uh, well, I say I can.
[AGENT][NEUTRAL] There we go now.
[CUSTOMER][NEUTRAL] Yeah, I was gonna say, will it not let me go in there and cancel it?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, we would have to open that invoice for you, so.
[AGENT][NEUTRAL] It's working, hold on just a moment.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Let me make that credit on there for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So I have put the credit on there.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And if you open it up, you'll be able to see that and any time that you have anybody that um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You wanna take off of the invoice you are able to do that before you make your um.
[AGENT][NEUTRAL] Your payment
[AGENT][NEUTRAL] You can do that. um, all you would have to do is just make sure you save your changes so it would capture it because, um, up top where it says open invoices that amount's still gonna stay the same it's gonna change on that bottom blue bar.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just resubmitted payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, good deal. Um, so [PII], is there anything else that I can help you with?
[AGENT][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Uh, only if you can.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] It it was
[CUSTOMER][NEUTRAL] Only if you can help me with profile.
[AGENT][NEUTRAL] OK, um, and she said that you were sent, that's why I was just gonna say that she said that you, um, had mentioned something about that and, um, she asked you to send us an email on that so we can get that taken care of for you.
[CUSTOMER][NEUTRAL] Just sent that, yeah, somehow it got set up with my home address, my personal.
[AGENT][NEUTRAL] That's what she was saying.
[AGENT][POSITIVE] Bless it.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I just sent that but.
[AGENT][NEUTRAL] OK. All right. Well, [PII], is there anything else that I can help you with then?
[CUSTOMER][POSITIVE] That is, that is it. Thank you very much.
[AGENT][POSITIVE] You are so welcome, [PII], and thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Thank you.
[AGENT][POSITIVE] Thank you. All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.