AccountId: 011433970860
ContactId: e6845986-ce0e-4a87-955a-8f1e6ce40616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 762450 ms
Total Talk Time (AGENT): 233632 ms
Total Talk Time (CUSTOMER): 319384 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e6845986-ce0e-4a87-955a-8f1e6ce40616_20250603T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Saring customer care. I have a contact with a group that needs to make a payment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number is 24891.
[CUSTOMER][NEUTRAL] And we're speaking with [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty send him on.
[CUSTOMER][NEUTRAL] OK, here he comes.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with Qumit.
[AGENT][POSITIVE] Yes, sir. What can I help you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I just got transferred because I was having trouble paying our bill online.
[AGENT][NEUTRAL] OK, I can uh.
[CUSTOMER][NEUTRAL] Need need to get our main invoice paid.
[AGENT][NEUTRAL] OK, I can get that uh handled for you. Um, you're wanting to pay with a debit or credit card, is that correct?
[CUSTOMER][NEUTRAL] Cred credit card.
[AGENT][NEUTRAL] Alrighty and you're wanting to pay the uh May invoice?
[CUSTOMER][NEUTRAL] The invoice.
[CUSTOMER][NEUTRAL] Yeah, the main invoice, uh, invoice 6388055.
[AGENT][NEUTRAL] Alright, 638.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] Come on computer.
[AGENT][NEUTRAL] Um, it says that you have the EFT scheduled.
[CUSTOMER][NEUTRAL] It's already scheduled?
[AGENT][NEUTRAL] Yeah, it says it looks
[CUSTOMER][NEUTRAL] Why hasn't it been paid?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, it's schedule, it looks like it was scheduled for yesterday just may not have gone through yet.
[CUSTOMER][NEUTRAL] That's the [PII] or the [PII]?
[AGENT][NEUTRAL] The May
[CUSTOMER][NEUTRAL] So the May is not scheduled to be paid to the next month?
[CUSTOMER][NEUTRAL] Well, so the bill date on [PII].
[AGENT][NEUTRAL] No, it says it's scheduled for [PII].
[CUSTOMER][NEUTRAL] Is it so just so I understand this, the one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me open it up hold on.
[CUSTOMER][NEUTRAL] Bear with me because I'm trying to open this up, but.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The system is
[CUSTOMER][NEUTRAL] OK, so we're talking about the invoice that is.
[CUSTOMER][NEUTRAL] $6,232.19.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It says it was submitted and scheduled for [PII], so it should go through within today or tomorrow.
[CUSTOMER][NEUTRAL] Which is which.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] If it's automated, how, how do I see, how do I see that in the system that's automated?
[AGENT][NEUTRAL] Well, it's not automated you just still have to go in each month and like submit the invoice for payment um.
[AGENT][NEUTRAL] But it's under submitted invoices.
[CUSTOMER][NEUTRAL] Oh, because that's what I did. I think yes, yeah, yeah, yeah, yesterday I submitted, yeah, yesterday I went in there and um alright I see what's going on here.
[CUSTOMER][NEUTRAL] Let me go back to invoicing.
[CUSTOMER][NEUTRAL] Because yesterday I believe I went in there and submitted the submitted the invoice for payment. I wasn't sure what that meant.
[AGENT][NEUTRAL] Mhm, for payment. Mhm.
[AGENT][NEUTRAL] Yeah, you set it up for one time online payment.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I have one other issue that's good at least that one's going out, um, I have one other issue where I'm trying to, um, term it looks like an employee that hasn't been here since July. I, I'm new with the company. I've only been here for a month now, but I'm noticing that, um, it looks like an employee that left [PII] is still on our bill. The name is [PII]. She was the old HR manager.
[AGENT][NEUTRAL] Alright, let me
[CUSTOMER][NEGATIVE] She's still on here and uh I try I tried on the website taking her out and it won't let me it says error call you know call call this number.
[AGENT][NEUTRAL] What, what was the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, there she is. OK.
[CUSTOMER][NEUTRAL] Yeah she needs to come off as far back as we can go.
[AGENT][NEUTRAL] Well, it
[AGENT][NEUTRAL] Looks like it was turned last year but then got reactivated.
[CUSTOMER][NEUTRAL] Why would it be reactivated?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, that's why I'm looking at the notes, reinstated effective 11 per exception, laps in coverage from [PII] to [PII] to the end of [PII]. So according to something we've received, policy was to be reinstated effective [PII].
[CUSTOMER][NEUTRAL] [PII] is supposed to be reinstated for her?
[AGENT][NEUTRAL] Mhm. That's what it says. That's what the notes on the policy says.
[CUSTOMER][NEUTRAL] Just to reinstate her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Could it be that she wanted Cobra?
[CUSTOMER][NEUTRAL] Is it possible to hold on?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] We don't offer this with Cobra. I talked to our broker, um, when I started here, he says we don't offer, um, APL with COR.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, can, can you, can you, um, is it possible to give me like 2 minutes so I can talk to my boss to find out because I wanna only get her out but unless there's some weird exception, um, can you give me 2 minutes?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Sorry about that. I was just checking with my boss. Um, yeah, he wasn't, he wasn't aware that she was staying on there, but, um, this, this is the, um, wait, we should.
[AGENT][NEUTRAL] You're fine. You're fine.
[CUSTOMER][NEUTRAL] Be, bear with me one second. This is our, we have so many different insurances. The APL, this is, is this our gap or is this something else? Let me see what is this particular this is gap, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't, I'm not sure if we are, I don't think she's on cover. The only thing I guess I'm just thing is it possible that she could be on some kind of cover. I don't realize it, um.
[AGENT][NEUTRAL] Well, I just, um, my, see, and that, that's what I'm kind of wondering, um, uh, regarding like what's going on, but according to my.
[CUSTOMER][NEUTRAL] But she's not on our health insurance, so.
[CUSTOMER][NEUTRAL] See and
[CUSTOMER][NEUTRAL] But the thing is she's not she but she's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, I was just gonna say, according to my supervisor who, uh, reinstated the policy, um, we received, we received some kind of, uh, file feed back in November to reinstate her for that [PII] effective date.
[CUSTOMER][NEUTRAL] There must be something wrong with the file fee because I, I'm just thinking [PII] here. I, I, I just looked at her, um, health insurance and she doesn't have health insurance. The only reason she maybe would have gap if she was on COR, but she doesn't even have health insurance, so she needs to come off. She hasn't been with us for since [PII] of last year. She's terminated, so, um, I'm thinking [PII] here, but she's got to come off. So how do we do that?
[AGENT][NEUTRAL] OK, so what we
[AGENT][NEUTRAL] OK, we'll need to receive something in writing, um, letting us know the termin effective 71. Well, and you can send it as an email, but we just have to have some kind of backup, um, and, and then once we get that, um, we'll be able to turn that but we'll only be able.
[CUSTOMER][POSITIVE] In writing, wow.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What email should I send that to?
[AGENT][NEUTRAL] It's uh [PII], all one word.
[CUSTOMER][NEUTRAL] What what's it called?
[AGENT][NEUTRAL] [PII], yeah, [PII]
[CUSTOMER][NEUTRAL] Your your team.
[CUSTOMER][NEUTRAL] Is that is that on the invoice? Let me see.
[AGENT][NEUTRAL] Yes, sir. It should be [PII].
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Taking a look.
[CUSTOMER][NEUTRAL] Say billing collection AMP public it's on there.
[AGENT][NEGATIVE] Oh, not that one. That one's not a good email address anymore. I don't know why they haven't updated it.
[CUSTOMER][NEUTRAL] Yeah it's on there. Let me write this down [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Let's write this down.
[AGENT][NEUTRAL] And in the meantime of getting that sent over and us processing that, I would check with the file fee because if it, like if we were to turn that, that policy today, but we get another file fee that says reinstated effective 11, it's just gonna go back and forth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah, the yeah, part, part of the problem is I, I, I handle payroll for about we have about 100 employees. I handle for 90 of them, um, the, the payroll through [PII], but there's there's 12 employees, um, that my boss handles, um.
[CUSTOMER][NEUTRAL] He's our CEO, um, he's handling, um, like 12 executives, um, that he handles, and that is a file feed which I don't even have access to, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Either way I'm, I'm gonna send that email so it's [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And you said the file feed, so this should have been updated already interesting.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, either way I'm gonna send you so it's official that.
[AGENT][NEUTRAL] Well, we received a termination that on the file feed back in July or through another email, whatever the case was, but then in November, the file fee was updated to reinstated effective [PII].
[CUSTOMER][NEUTRAL] That's so weird because she's still, I mean, as far as I understand.
[AGENT][NEUTRAL] But what I understand with gap coverage, you can't have gap coverage if you don't have major medical.
[CUSTOMER][NEUTRAL] Yeah, she doesn't have major medical so she can't have a gap coverage.
[AGENT][NEUTRAL] Yeah, so I don't, yeah.
[AGENT][NEGATIVE] So that, that doesn't make sense to me on why it would be reinstated or why we would get a reinstatement.
[CUSTOMER][NEGATIVE] No, none of it's making sense, no.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But you definitely got a file fee to file fee to reinstate.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right I will uh I will send the email and then I'll contact um.
[CUSTOMER][NEUTRAL] I'll contact uh [PII] um.
[CUSTOMER][NEGATIVE] Although I, I don't have full access to that particular file fee for the executives, I will let them know this is an issue.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, what was your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] alright thanks [PII].
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] You too bye.