AccountId: 011433970860
ContactId: e6eb5715-b7bf-4bf0-8743-b69d18f11a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572239 ms
Total Talk Time (AGENT): 137898 ms
Total Talk Time (CUSTOMER): 225536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e6eb5715-b7bf-4bf0-8743-b69d18f11a15_20250512T19:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII] here and I'm calling for my group key service group. The issue is that there is an employee who has been billed twice, and I can see that I, I believe mistakenly she has been enrolled twice in the plan because when I pull her ID card, I can see two options with two different, um, policy numbers on it. Can you please look at it?
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the group number?
[CUSTOMER][NEUTRAL] The group name is Key Service group. Where can I see the group number?
[CUSTOMER][NEUTRAL] Mm, wait, let me see where is my where is the group number mentioned here on the carrier.
[CUSTOMER][NEUTRAL] You can search it by name. It's Key Service Group.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], and you said, uh, that they say it one more time, I apologize.
[CUSTOMER][NEUTRAL] Sorry, what did you say?
[AGENT][NEUTRAL] Um, I apologize. Verify the group mailing address and email address, please.
[CUSTOMER][NEUTRAL] Oh sure, the billing address is [PII].
[CUSTOMER][NEUTRAL] And the email address is [PII].
[AGENT][NEUTRAL] OK and which uh invoice was it for?
[CUSTOMER][NEUTRAL] It's for the current invoice which has been dropped here. It's for, you can see for the date received on [PII]. And when I go and see in employees, you can search for this employee named as [PII]. She has been billed twice and when I see in front of her name, I can see two times mentioned meddling select group med supplemental, and the numbers mentioned in the bracket are different for both.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh yes, I'm going to tell you my callback number.
[CUSTOMER][NEUTRAL] So my call back number is [PII].
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me check one other page.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, can you verify that employee's social?
[AGENT][NEUTRAL] To make sure we have it correct in the system.
[CUSTOMER][NEUTRAL] Oh yeah, sure.
[CUSTOMER][NEUTRAL] Wait.
[CUSTOMER][NEUTRAL] You need the whole social or just the last four digits of the social security number?
[AGENT][NEUTRAL] Uh, the whole social cause if it's incorrect, that could have triggered a duplicate, um, policy.
[CUSTOMER][NEUTRAL] OK, it's it's [PII].
[AGENT][NEUTRAL] Mm, that's what we have one moment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm not sure why cause as a social we have. I, um, let me see what other option you have to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me transfer to, probably transfer you to customer service. Hold on one moment please, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APA. Excuse me, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[CUSTOMER][NEGATIVE] I'm fine, [PII]. I'm sorry. I feel like my throat's just so sick. I can't.
[AGENT][NEUTRAL] With
[CUSTOMER][POSITIVE] I'm good how are you doing?
[AGENT][NEUTRAL] Apparently drink some water. I don't know.
[CUSTOMER][NEUTRAL] I am just sitting here sipping on water right now, what's going on? Anyway. Oh, it'll be OK. What you got, darling?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I have a group admin on the phone and she's calling because on the invoice it's showing this person's name twice and I verified the insured's social, but it's correct on the invoice and in the system, but she's want to know why it's twice and it doesn't look like it was um a separate like she dropped off one policy and switched on to another or I don't know, like her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my God. What's that policy number, darling. Let's see what's happened.
[AGENT][NEUTRAL] Uh, let's see, 26083553.
[CUSTOMER][POSITIVE] Goodness, goodness, goodness, goodness, goodness.
[CUSTOMER][NEUTRAL] OK. 26083553.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is the call [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Let's say B Q P H R.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Well, I've just bought some Nutrigrain bars if you want one as a snack.
[CUSTOMER][NEUTRAL] I don't know why.
[AGENT][NEUTRAL] Oh, you want a Snickers?
[AGENT][POSITIVE] Turd. Love you.
[CUSTOMER][NEUTRAL] No, I didn't want you tell me twice.
[AGENT][NEUTRAL] Oh, this kid.
[CUSTOMER][NEGATIVE] Oh my god, she has two identical freaking tracking policies, both with the exact same effective date and they're one number off so it got issued and turnro got issued again.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And both policies are being paid on. They both got paid on for April. Oh my genies.
[CUSTOMER][NEUTRAL] Oh my God. Oh.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Hold on. I'm trying to think what I'm gonna tell her. All right, I don't know how she got issued back to back, but she did and somehow she's been paid on back to back twice. So I'll have to get with billing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To get this straightened out, uh, just who, what's the, wha[PII]'s the lady's name? What's the group contact's name?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Do see
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Key service group.
[CUSTOMER][NEUTRAL] Uh, but, but he said I didn't get the group number, uh, 259-12.
[CUSTOMER][NEUTRAL] 259 12.
[AGENT][NEUTRAL] And I, and I verify their information.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I know you did, darling. All right, put her on through and I'll just tell Ms. [PII], uh.
[CUSTOMER][NEUTRAL] You know that I've gotta get with the billing department and get all this cleaned up.
[AGENT][POSITIVE] All right, sweet. I appreciate you.
[CUSTOMER][NEUTRAL] But she
[CUSTOMER][POSITIVE] Thank you. Have a good day, dear.
[AGENT][NEUTRAL] Alright, you too. Bye.
[CUSTOMER][POSITIVE] Thanks, bye.