AccountId: 011433970860
ContactId: e9a3192e-6964-45a9-8e46-b97495c0d825
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 914659 ms
Total Talk Time (AGENT): 294579 ms
Total Talk Time (CUSTOMER): 342660 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e9a3192e-6964-45a9-8e46-b97495c0d825_20250123T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, oh, you cut off completely. I'm so sorry. I think it's my phone, um, but, um, I have a question regarding a group of mine and their bidding. It looks like there's some termed employees that I wanted to check on.
[AGENT][NEUTRAL] OK, um, sure, I can assist you. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And Miss [PII], let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And may I have the group number?
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] 25793.
[AGENT][NEUTRAL] OK, thank you. And you're trying to check um and see if it's terminated um through the OSC through the online service center or do you just need to verify with me to make sure they're canceled.
[CUSTOMER][NEUTRAL] No, verify something that's on the bill because there's 3 employees here who are showing termed and.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And it's showing credits being given, but two of those should be active for [PII] and then one of them got terminated in.
[CUSTOMER][POSITIVE] December and it's showing a pretty significant credit here so I wanted to check on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, may I have the name and address and email address of the group?
[CUSTOMER][NEUTRAL] Holmbank USA and email.
[CUSTOMER][NEUTRAL] You mean the the mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The mailing address and the email address.
[CUSTOMER][NEUTRAL] OK, um, well, I don't know whose email you might have, so I'll give you a couple, uh, [PII], and the first one is for [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, um, let's see, bear with me just a sec.
[AGENT][NEUTRAL] OK. And you're with the agent's office, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, insurance consulting group [PII].
[AGENT][NEUTRAL] Gotcha. OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so let me pull this.
[AGENT][NEUTRAL] Invoice one moment.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, so what is the person that uh should be terminated?
[CUSTOMER][NEUTRAL] OK, the only one that should be is [PII].
[CUSTOMER][NEUTRAL] And it's showing terms, but it's showing a big
[CUSTOMER][NEUTRAL] Um, credit there, so we're not sure if this is a credit for January.
[CUSTOMER][NEUTRAL] Or it's a credit for for December.
[CUSTOMER][NEUTRAL] But she was termed end of December.
[CUSTOMER][NEUTRAL] Actually, no, I think she had family coverage. Hold on, let me check something.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And um,
[AGENT][NEUTRAL] You're looking at the invoice for January?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I think that one is OK because she had family coverage so that should explain the credit so they're giving the credit for the month of January, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A large amount.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what are the other two that needed to be that are showing terminated but they should be active.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Ok.
[AGENT][NEUTRAL] Let me look at this really quick.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, so I do see her active um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see, individual coverage 30. Mhm.
[CUSTOMER][NEUTRAL] Yeah, they were both active when I checked, but.
[CUSTOMER][NEGATIVE] But I don't know why they're getting credits.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. Let me check and see.
[AGENT][NEUTRAL] And you said you see a credit for her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't see your credit for her. Let me check this one really quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me check with billing department on that one. I'm not sure.
[CUSTOMER][NEUTRAL] Yeah, because it's the same for her and for for [PII].
[AGENT][NEUTRAL] Oh, about that one.
[AGENT][NEUTRAL] OK, um, I'm gonna put you on a brief hold and see if what I can, what information I can get from the billing, OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you. You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Hi [PII] how are you? I'm good.
[AGENT][POSITIVE] I'm good, thank you. Well, I'm a little confused, but yeah, I'm good.
[CUSTOMER][NEUTRAL] Well, how can I help?
[AGENT][NEUTRAL] Well, I have a group in the line and I'm like, I don't know if I'm looking at this right or not. I'm sorry, I was sick for a couple of days and it's like I'm started all over again, um, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have a group on the line and she's calling because she said that there's she sees two credits and this is the agent. She sees two credits and she gave me the names of the credits and where they're coming under but I don't see them so I don't know what she's looking at that I'm looking at that I'm not seeing them, um, but the group number is 25793.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you know which invoice she's looking at?
[AGENT][NEUTRAL] Um, just, I'm sorry, you need the names, correct?
[CUSTOMER][NEUTRAL] Uh, well, if, if she's looking at the December invoice, there are a couple of credits on there.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, uh, she's looking at the December invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, so
[AGENT][NEUTRAL] Because I don't see that any in January, so.
[CUSTOMER][NEUTRAL] There, yeah, so there is a large one in the amount of $942.07. It was a group overpayment. Uh, I'd have to look, uh, looks like it was done in November. I'll look back at that, but then there's also one on uh.
[CUSTOMER][NEUTRAL] Uh, Salazar, and I do not know how to pronounce that BOH.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, those two are the ones that she's inquiring about. She got the first one which is um a family plan, and that's why the credit is so high and so she got that one. We go, we went over that one because that was easy. OK, so the other two are the ones that are in question like why are they getting a credit and they're supposed to be active, which they are active. I check on that, make sure they do have a policy for January, but she wants to know why there's a credit for those two, and that's basically her question.
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] Well, what I'm looking at, it's showing lapse, so it might be that another policy was created. Let me check these up quick.
[AGENT][NEUTRAL] Yeah, the policy was created. Mhm, yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I see that
[CUSTOMER][NEUTRAL] Yeah, so, uh, let's see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So the bill was for the policy that's been lapsed and not for the new one because the new one was created for January, so it wasn't active until [PII] and this credit is from November. There seems to be a lapse and
[AGENT][NEUTRAL] A lapse in coverage. That's, that's, yeah, because she said there should not be a lapse in coverage. So I think that's where the confusion is coming into place.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, so we do have that credit and they should not take it if there's not supposed to be a lapse, so we need to get that figured out um if there should not be a lapse, we need to have that, uh.
[CUSTOMER][NEUTRAL] Either the old plan, we need to extend it, you know, get it paid to 121 and so that, um, well, I guess to 11, not 121.
[CUSTOMER][NEUTRAL] Uh, I'm not sure why a new policy. Maybe they got a new Medin policy for the group. No, it's the same.
[AGENT][NEUTRAL] Um, they got a new policies, yeah, they changed product. It looks like it. Um, so I do see a new policy starting [PII]. I'm looking at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you know, [PII]. I'm looking at [PII], I cannot say that last name either. OK, so I'm looking at [PII] and I see that yes, we started a new policy on [PII] and then the old policy was effective till [PII]. So yeah, I think that's where the confusion is coming into place, but I guess she's just wanting to know why she's getting that credit when the policy should have been active and it should have, you know, started again on [PII], which that's where the change came in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, what we'll need to do is um
[CUSTOMER][NEUTRAL] It's technically they're actually short a month. We can take that credit off, um, and it'll get them to 121, but we'll need one month, one more month's premium in order to cover it through uh 11, so there is no lapse, but um.
[AGENT][NEUTRAL] Do you wanna go ahead and explain that to her? Yeah.
[CUSTOMER][NEGATIVE] Don't like
[CUSTOMER][POSITIVE] Yeah, definitely you wanna send her over. um let's see what was her name?
[AGENT][NEUTRAL] Yeah, yes, she's gonna be probably asking a lot more questions and she's Ms. [PII] and she is with the agent's office.
[CUSTOMER][NEUTRAL] OK. You got her verified.
[AGENT][NEUTRAL] Yeah, I did verify all her information. Let me give you her callback number. Uh, let me go back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So the callback number is [PII].
[CUSTOMER][NEUTRAL] Alright, alright, send her on over and I'll.
[AGENT][POSITIVE] All right. OK. All right. Here she comes. All right, thank you.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I got Ms. [PII] on the line. She's in the group billing department and she's gonna explain to you, uh, about that invoice and what to do, what's next, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] like she said over in the billing department, um, I was just taking a look with her and it looks like the two policies in question were lapsed as of [PII] and this credit was what was paid in November and since they were lapsed at the time of payment that's why you guys got the credit it has been applied to that December invoice um.
[CUSTOMER][NEUTRAL] If it's not supposed to have a lapse, I can take that credit off of the November, uh, I'm sorry, the December invoice for November, and it will have, uh, been paid through 121 and then once you guys pay that November, I'm so sorry, I'm getting mixed up once you guys pay the December invoice, it will be paid to date of the new policy because what I'm confused about which which are the two that are termed in November.
[CUSTOMER][NEUTRAL] Uh, let's see, I, I do apologize. I cannot pronounce the last name, but it's [PII]? OK. Yes ma'am. And then uh [PII]. OK, let me, let me look at the, yeah, I was about to say let me look at the notes on those. Let's see.
[CUSTOMER][NEUTRAL] And see why they were laughing.