AccountId: 011433970860
ContactId: e96d405a-6805-4d0c-98d1-0395fbb7cb22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1339459 ms
Total Talk Time (AGENT): 531579 ms
Total Talk Time (CUSTOMER): 454982 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e96d405a-6805-4d0c-98d1-0395fbb7cb22_20250127T19:00_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], can you hear me now?
[CUSTOMER][POSITIVE] I can hear you, yes, it was like magic.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hey, yes, so I have um I have a group rep on the line and her invoice looks so swampy. I mean I know I'm new but I've never seen anything like it and I was really hoping you could help her out.
[AGENT][NEUTRAL] Um I'm sure I can help her out. What is her name and what is the group number?
[CUSTOMER][NEUTRAL] You betcha. Her name is [PII]. I did verify all her information and her group number is 25768.
[AGENT][NEUTRAL] And a good call back number?
[CUSTOMER][NEUTRAL] Um, it is the same one that she has on file, but the.
[CUSTOMER][NEUTRAL] The 2, I cannot talk. I don't know what I'm trying to say.
[CUSTOMER][NEUTRAL] [PII]. I cannot read this. I'm so sorry.
[CUSTOMER][NEUTRAL] [PII] is her direct line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Yes, I have my glasses on and everything, and that one really, I think the [PII] was really hard for my head.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so she is calling about which invoice?
[CUSTOMER][NEUTRAL] Her January invoice, it looks like it's charging her like her insured for January, February, March, April, May, June, July, August, some of them it goes through like the whole calendar year of being charged. I'm not really sure, like it just
[CUSTOMER][NEUTRAL] It's really strange to look at in my opinion. I'm not sure.
[AGENT][POSITIVE] All right. You can send her on and I'll be able to help her.
[CUSTOMER][POSITIVE] And I'm so sorry because I didn't quite catch it, but what was your name? I'm so sorry.
[AGENT][NEUTRAL] It's my.
[CUSTOMER][POSITIVE] Well that's perfect. I just wanted to be able to introduce you.
[AGENT][POSITIVE] OK, well, thank you.
[CUSTOMER][POSITIVE] My pleasure, thanks.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Hi Ms. [PII], are you still there with us? I am. Thank you so much for your patience. I have Miss [PII] on the line. She's with our billing department. She is wonderful and she's gonna do her best to take care of you today, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi Ms. [PII], this is Mola in group billing. Um, [PII] said that you are calling about your January invoice where you've got multiple, um, where like Charlie [PII] is being billed.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] So each person
[CUSTOMER][NEUTRAL] Each person has 13 entries, so what happened was when I did the open enrollment changes, the toggle button for 25 for open enrollment for 25 calendar year, um, but on APL side.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And so whenever the information was generated, it generated back to [PII], like, like 23, I guess, so all of 24.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEGATIVE] That's not right.
[CUSTOMER][NEUTRAL] I called in about this before because
[CUSTOMER][NEUTRAL] They said it was an issue on you guys' side.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, well, let's see what we've got here.
[AGENT][NEUTRAL] And I understand a good callback number for you is the [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK. Thank you so much, [PII].
[AGENT][NEUTRAL] Um, let me see. So, the people should not have been effective for what we're billing them for. Is that correct? Is that what I'm understanding?
[CUSTOMER][POSITIVE] That is right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You see, the ones that didn't have a change is all correct. The ones that did have a change for open enrollment, those are the ones that are crazy.
[AGENT][NEUTRAL] Oh, I see where we builded multiple times, so, um.
[AGENT][NEUTRAL] Let me see what we have.
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] Try to find whenever I called in and it last time does it keep a log?
[AGENT][NEUTRAL] Um, we, there's, I'm sure there's a note in here. Let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And when did you call about that?
[CUSTOMER][NEUTRAL] I'm looking, I'm looking for the email right now.
[AGENT][NEUTRAL] Cause I see the correct, the, um, on this particular one for [PII].
[AGENT][NEUTRAL] It looks like the information has been taken care of that he's supposed to be effective for [PII], is that correct?
[CUSTOMER][NEUTRAL] So yeah I spoke to [PII]. She said you should be able to see for each employee on the online service center now. Each policy has a [PII] effective date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And but unfortunately the bill that was generated yesterday doesn't have that.
[CUSTOMER][NEUTRAL] On it, like we got a deal yesterday.
[AGENT][NEUTRAL] OK, so y'all bill in arrears then, right?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][POSITIVE] Let me see, I can tell. That's not a problem, not a problem.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Cause they probably got changed and it didn't pick up on the.
[AGENT][NEUTRAL] Invoice for some reason uh let me see.
[AGENT][NEUTRAL] If I can get my fingers to work right and get over to the right place to see, but but that either way it's not gonna be an issue because we'll be able to fix that bill on the online service center yes, y'all do [PII] in arrears, um, so let's see.
[AGENT][NEUTRAL] That one has [PII], he has been.
[AGENT][NEUTRAL] Let me make sure.
[AGENT][NEUTRAL] I'm gonna fix your invoice for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure I'm taking off the right thing.
[AGENT][NEUTRAL] [PII]ebruary.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Pay today is correct.
[AGENT][POSITIVE] I'm getting this fixed as we got as I got you on the phone so I can make sure that I get everything changed that you.
[AGENT][NEUTRAL] Or corrected.
[AGENT][NEUTRAL] I tell you.
[AGENT][NEUTRAL] And, and then, uh.
[AGENT][NEUTRAL] [PII] is supposed to be fixed as well. Is that correct?
[AGENT][NEUTRAL] Effective 11.
[CUSTOMER][NEUTRAL] All of them that have multiple entries so I sent an I sent an email to her with the additions to make sure that these were corrected and there are.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I don't have any idea why [PII] looks like that, um.
[CUSTOMER][NEGATIVE] But all of these multiple entries is not.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, OK, [PII], what I can do is I will look at this invoice here and get those multiple ones and verify that they have been changed to the [PII] instead of [PII] and what I can do is see if we can't.
[AGENT][NEUTRAL] On that, um, so what we have on file, I'm just gonna, um, I'm gonna go through there and.
[CUSTOMER][NEUTRAL] Can I, can I email this to you? This is what I emailed to [PII] on [PII].
[AGENT][NEUTRAL] You certainly may.
[CUSTOMER][NEUTRAL] What's your email address?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I just forwarded to you the.
[CUSTOMER][NEUTRAL] Um, addition of coverages for all of these different individuals, so this is what came off of our open enrollment. So these people needed to be added, um, and you'll see if they have two entries on this page it's because they have a husband and wife team and so these people should have been added as of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] These other people on here like um
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] That have multiple injuries, we shouldn't have had anybody.
[CUSTOMER][NEGATIVE] That wasn't paid all year. Oh, you know what?
[CUSTOMER][NEUTRAL] You know what?
[CUSTOMER][NEUTRAL] OK, so these are the only people that should have all these multiple entries. Those other ones, those other ones are right because we had everything, everybody that's not listed on this page because we had a hiccup in our processing it wouldn't allow us to add anything, um, so all of these, those two people are correct, all of these other people are not.
[AGENT][NEUTRAL] OK, I'm confused now. Um, so I got the email.
[CUSTOMER][NEUTRAL] OK, did you get the
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, those people, those people write.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The one
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Their insurance
[CUSTOMER][NEUTRAL] 125.
[AGENT][NEGATIVE] I cannot open that message.
[AGENT][NEUTRAL] Uh, all I got is this message is from an external sender.
[AGENT][NEUTRAL] And let me, let me see.
[AGENT][NEUTRAL] Was there supposed to be an attachment with it?
[CUSTOMER][NEUTRAL] No, it's not an attachment it's just on the bottom. It's what I had emailed the care team and then forward it to [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. I see where you've got, where [PII] had, well.
[AGENT][NEUTRAL] Everything in yellow, please confirm the following addition coverage.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] In the yellow.
[CUSTOMER][NEUTRAL] All the yellow at the bottom are the people that added.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Those dates somehow these people right here should not have been should have been.
[CUSTOMER][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're all supposed to be effective for [PII]. I'm just making sure I get my.
[AGENT][NEUTRAL] So [PII].
[AGENT][NEGATIVE] Is wrong.
[CUSTOMER][NEUTRAL] No, lead, so [PII] is not on this list. [PII].
[AGENT][NEUTRAL] OK. I just wanna make sure because this was changed. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] [PII]. Let's see.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, so it's
[AGENT][NEUTRAL] We do uh this should be effective for [PII], so that is correct as well because she's not on there.
[AGENT][NEUTRAL] Or they're not on there.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So it starts with.
[AGENT][NEUTRAL] So those two are correct. So it starts with [PII].
[AGENT][POSITIVE] Cool. OK. [PII]. So [PII].
[AGENT][NEUTRAL] OK, so all of this list, all just just these on this list is supposed to be effective for [PII]. The other two are correct.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Right? OK. Just wanna make sure I got my ducks in a row.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And, um,
[AGENT][NEUTRAL] We'll look at this and let me verify everything that everything was taken care of on these these people right here and we'll get that take uh looked at and see if a new bill can't get get you a new bill generated.
[AGENT][NEUTRAL] So it will
[AGENT][NEUTRAL] But like it's supposed to.
[CUSTOMER][NEUTRAL] So what are we
[CUSTOMER][NEUTRAL] This bill is due Friday.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And uh it it it so from the email that I got from [PII] this morning she was telling me that it's like due this week and so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Like, I don't think we should have to pay this crazy bill, you know.
[AGENT][NEUTRAL] No, no, no, that's what I'm saying that's what I'm saying. I'm gonna verify this and go through this and you said you had got an email from [PII]?
[AGENT][NEUTRAL] This morning
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, [PII]'s our person, so I've attached the January APO bill. So yeah, review ASAP because it needs to be paid by Friday is what she said and I'm like uh.
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] Um, I think so.
[AGENT][NEUTRAL] I don't know who [PII] is, so.
[CUSTOMER][NEUTRAL] No, actually, yeah, she's um she's our billing person.
[AGENT][NEUTRAL] OK, she's your billing person. OK, so what I'm gonna do is I'm gonna review this and once I get this review.
[AGENT][NEUTRAL] We will get rid of this invoice that's online right now.
[AGENT][NEUTRAL] And a new one will be generated that should be available tomorrow, is that OK with you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. So, I, like I said, I just wanted to make sure that anybody else that's, if it says 12, um,
[AGENT][NEUTRAL] Anybody other than these people that are that that's in this list that you sent.
[AGENT][POSITIVE] Well, they are correct. They're, we're billing correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] OK. Cause I don't wanna, I mean, and if not, if you look at it tomorrow and it's not right.
[AGENT][POSITIVE] Please let us know and we will be able to get it taken care of, um, cause.
[CUSTOMER][POSITIVE] Yeah, I just, yeah, I have like so many, um, so many different things from APL pulled out right now. I just wanna make sure that I, I'm agreeing to the right thing. Like that's why there was a hesitate.
[AGENT][POSITIVE] Absolutely, that's the reason why I'm trying to um that's the reason why I keep asking you to make sure that I'm right and I understand you so we can get this bill corrected for you and I don't take off somebody who um we legitimately billed correctly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And make sure their effective date was correct, is what I'm getting at.
[CUSTOMER][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, the ones that were.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEGATIVE] They should the ones on this list should have been effective [PII] and not [PII].
[AGENT][NEUTRAL] Only [PII] and because that's the ones I say right off the bat, [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So those
[AGENT][NEUTRAL] are the only two that jump off.
[AGENT][NEUTRAL] Cause I hadn't went through the rest of your list, so.
[CUSTOMER][NEUTRAL] Yeah, so, only 2 that jump out right away.
[AGENT][NEUTRAL] Right. That's only because they're on the first page.
[CUSTOMER][NEUTRAL] Yeah, yeah, I've, I've looked at the other two, but those are the only two really, um, that, that I questioned more. Look, let me just tell you, so this is not our only problem with insurance for 25. We use GoCo and Goo our passive enrollment showed as the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deleted in our system and it has been a freaking nightmare for a month so I have pulled every single policy person called all of our employees to verify the coverages they wanted for open enrollment so that's why if I sound kind of scattered it's because I wanna make sure that I answer you right.
[AGENT][NEUTRAL] Oh, that's not a problem. I understand that. Uh, like I said, that's the reason why I keep asking you just to make sure I've got the right, I mean, the correct one. So.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Everybody else, these, these are suppo these are supposed to be effective. 11 Corbett and Bryant are 112024. The rest that are on this list are supposed to be 1125.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, like I said, we will get this um looked at and get a cleaner bill for you after we get this taken care of, OK? So do not um just disregard this bill because we'll get rid of this on the online service center and we'll get you a corrected bill.
[CUSTOMER][POSITIVE] OK right thank you so much.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should show up tomorrow.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] All right, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, I hope not.
[CUSTOMER][POSITIVE] I hope you have a great
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, well.
[CUSTOMER][MIXED] OK. I hope I don't talk. Otherwise, have a wonderful day.
[AGENT][POSITIVE] And you as well. Well, thank you again, [PII], and thank you for calling APL and you have a wonderful day as well and it's gonna get better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It will absolutely.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank