AccountId: 011433970860
ContactId: ead6d668-dda1-455a-86d1-d5f591aa44b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380579 ms
Total Talk Time (AGENT): 133019 ms
Total Talk Time (CUSTOMER): 81686 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ead6d668-dda1-455a-86d1-d5f591aa44b8_20250506T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a group on the line, um.
[CUSTOMER][NEUTRAL] [PII] suggested I transfer to group billing so I looked up her group number and she was checking on why we terminated an employee um wanted to see what documentation we received, but I can't find anything on Onase um let me give you the group number.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] It's 22469.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And who's the insured?
[CUSTOMER][NEUTRAL] The insured is [PII], um, but I'm talking to the group, um, [PII] with the group.
[CUSTOMER][NEUTRAL] And she's asking when did why did we term the employee um.
[CUSTOMER][NEUTRAL] And I looked in on base and I don't have any documentation, but there is a note for the let me give you the policy number too for the.
[CUSTOMER][NEUTRAL] Insured to give you that note.
[CUSTOMER][NEUTRAL] Uh, the policy number is 1888479.
[AGENT][NEUTRAL] Uh, this is gonna be an [PII] question because she put the future labs date on there and it said notification received from the group.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Oops, that's not the right number. Let me do a little bit more digging real quick. Hang on.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It was the future lapsed date of [PII] actually put on the policy.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What was that?
[AGENT][NEUTRAL] And why are they just now noticing it? It's been a while since last year.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, I don't know. I don't know if the uh member went to the doctor or something.
[AGENT][NEUTRAL] But they probably don't they probably don't reconcile their invoice.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm, let's see.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] sweating.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wonder.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I wonder if the wrong policy number got put in.
[AGENT][NEUTRAL] But there's nothing in correspondence period. Oh wait, there's some correspondence, OK.
[CUSTOMER][NEUTRAL] Yeah, I pulled up the 5724 that I saw on Onase but it's not related to this, so I don't know what.
[CUSTOMER][NEUTRAL] I don't know, I don't know where it came from.
[AGENT][NEUTRAL] Wonder
[AGENT][NEUTRAL] Um, the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You want me to tell her somebody will call her back because I called her back to transfer her to group billing so.
[AGENT][NEUTRAL] Yeah, I'm not seeing anything, so, um, the only thing I can suggest is shoot an email to [PII], um, because yeah, I'm not, I'm not seeing anything and I thought maybe it could be that maybe she put in the wrong policy number but I.
[AGENT][NEUTRAL] I don't
[AGENT][NEUTRAL] And the old midli.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] Yeah, she's the supervisor.
[AGENT][NEUTRAL] Um, because I'm not seeing it, I'm not seeing anything on any of the invoices because it looks like they pay all their invoices online, so I'm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not seeing anything as far as any kind of correspondence as to why it got put on there unless it was something that came over from like an electronic file feed and if that's the case then I, I don't know where any of that is stored if it's stored anywhere so um yeah I I can't answer the question as to why.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right I will let her know thank you so much.
[AGENT][POSITIVE] You're welcome.