AccountId: 011433970860
ContactId: ebb108e2-e67d-4e81-9d67-18d479a1b5b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 863270 ms
Total Talk Time (AGENT): 380508 ms
Total Talk Time (CUSTOMER): 464959 ms
Interruptions: 14
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ebb108e2-e67d-4e81-9d67-18d479a1b5b1_20250211T15:48_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm all right. Thank you for asking.
[CUSTOMER][NEUTRAL] So I have an admin on the line with group number.
[CUSTOMER][NEUTRAL] 15821
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the group's information is fully verified.
[CUSTOMER][NEUTRAL] She and the phone number she gave me is also the one that we have in line for the group as being a callback number if the call were to um drop.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But she says that they get their invoices electronically and online, I mean via mail and online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she was wanting to know because there's a couple of employees on there that are no longer there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and about adjusting the invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I gave her the care team email male to send the cancellation request to, but now she's asking if once that has been processed, emailed in and processed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will they receive
[CUSTOMER][NEUTRAL] An adjusted bill.
[AGENT][NEUTRAL] I can help her with that, but no. I mean, it's gonna be online.
[CUSTOMER][NEUTRAL] For the same month. OK, OK. I didn't.
[CUSTOMER][NEUTRAL] OK, and then let's say she asked me one more thing.
[CUSTOMER][NEUTRAL] No, maybe that was all.
[CUSTOMER][NEUTRAL] Oh, on the email on the something that she has, I guess it was the paper bill maybe it says if it still has the billing call uh email to send any changes or anything to and I told her to use mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh really?
[AGENT][NEUTRAL] The care team.
[CUSTOMER][MIXED] I told her to use care team but yes we did have everything more broken out but now everything comes through care team which she was fine with but I just didn't realize the billing call email was still anywhere actually so I don't know.
[AGENT][NEUTRAL] I didn't either.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] We'll look at that. I'll, I'll, I'll see about that, yes.
[CUSTOMER][NEUTRAL] Yeah, verify where she saw that because I'm not sure if it's in online or on her.
[AGENT][NEUTRAL] And they may not be aware of that either.
[CUSTOMER][NEUTRAL] Yeah, so if you could just like, I, I've just not been told that until now.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] I hadn't either.
[CUSTOMER][NEUTRAL] So anyway, and I think, OK, any other questions for me? Have I left out anything that I needed to give to you?
[AGENT][POSITIVE] But I can help her.
[AGENT][NEUTRAL] On that.
[AGENT][POSITIVE] Uh, I think I can help her with everything you, you, you, you told me. OK.
[CUSTOMER][POSITIVE] She's real nice.
[CUSTOMER][POSITIVE] OK. Well, thank you so much. Have a wonderful day if I don't talk to you again.
[AGENT][POSITIVE] You as well thank you so much.
[CUSTOMER][POSITIVE] Thanks, uh, you're welcome and thank you too. Uh, so here comes, um, here comes the call.
[AGENT][NEUTRAL] Uh-huh, mm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] in group billing. Um, [PII] said that a good callback number for you is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alright, she said you had questions about your invoices.
[CUSTOMER][NEUTRAL] I do so I needed to find out, yeah, we've got two people. Well, one of them I'm not worried about because she terminates the end of the month, and correct me, our gap insurance, the way it's set up, it is part of COR correct? so she can keep the gap even after she's left for those months for the the months that that are available to her for COR, correct? Or does gap end a termination date.
[AGENT][POSITIVE] I can help you with that.
[AGENT][POSITIVE] That's a good question, and that is something that I'll have to find out for you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so I have one person that terminated in January. She's on this February invoice, so I need to get her removed and then I have one that terminated in February, but I need to terminate her if her gap is not part of COR, and I can't find anything here that states that and that's why I'm, I figured I'd reach out to confirm that.
[AGENT][POSITIVE] That's quite all right. I can help you with what I, uh, with the terminations and everything, um, and then we can, we can go from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK doke.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I am OK. Are you on our online service center?
[CUSTOMER][NEUTRAL] I can be in a minute. One sec, let's get on there.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, yes, I'm there.
[AGENT][NEUTRAL] OK, you see where your open invoices are correct?
[CUSTOMER][NEUTRAL] Uh, it's loading, yes, I see my open invoice, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what you can do to terminate, uh, to make any corrections on your invoice just click where it's the invoice number not not under print, but the invoice number and it brings everybody down at the bottom.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, yep, there they are right it does here, but this is Terminate 21 and she terminated in January for Mallory.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and that's fine because we use the first, so that is fine, um, so Mallory is the one that you need terminated, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, Mallory was yeah, so far, and then I have another one depending on whether or not GAP is corporate eligible.
[AGENT][NEUTRAL] OK, we're we're fixing to find out, um.
[AGENT][NEUTRAL] Yeah hold on just one moment, I'm gonna find that out for you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] And I do apologize.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] I'm learning something you're learning something, it's all good.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, and I love that.
[CUSTOMER][NEUTRAL] The first desk open.
[AGENT][POSITIVE] So I love that when you can learn as you go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] We're gonna find out.
[AGENT][NEUTRAL] All right. So,
[AGENT][NEUTRAL] As far as terminating or correcting any of your invoices you would be able to do this, um, say like with Mallory you see how it says where in the due column it says 0.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then they have to put in so any time you have someone come off of the invoice you can go online and do that and you'll have to put a comment, but once you do that just make sure you save your changes so it will capture it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And yes, um, who is it that you said that comes off?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, I see that. OK, I see her.
[CUSTOMER][NEUTRAL] [PII] is her last name yeah.
[AGENT][NEUTRAL] All right, and you said that she is gonna go on [PII], is that correct?
[CUSTOMER][NEUTRAL] 123.
[CUSTOMER][NEUTRAL] I don't know, so she, we don't know if going to choose to do that. I just need to know if I'm going to be deducting it or not from her last paycheck.
[AGENT][NEUTRAL] OK, she's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the reason for asking if it's eligible then I leave it and we'll take it out and then she can do what she needs to do it but if it's not, if it terminates like the rest of her voluntary, then I need to remove her 1 from the invoice and 2 from payroll so I just need to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I got the answer. It says yes, OK, you have to sign up with the group and keep the major medical that the group offers.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, the major, the major medical, I know. I just needed to know about gap.
[AGENT][NEUTRAL] And then you send your pay uh they send the payment with the group uh to the group and the group will send it in with.
[AGENT][NEUTRAL] With the invoice.
[CUSTOMER][NEUTRAL] So, so I need.
[CUSTOMER][NEUTRAL] So I need to find out from my God I need to find out from um what our brokers if it is corporate eligible.
[AGENT][NEUTRAL] It is covered eligible.
[CUSTOMER][NEUTRAL] OK, alright, so then we'll leave it where it is.
[AGENT][NEUTRAL] As long as she's got the major medical with the, with the group.
[CUSTOMER][POSITIVE] Mhm she does OK that's what I needed OK.
[AGENT][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] So she is Cober eligible.
[CUSTOMER][NEUTRAL] Alright, so then we'll leave it so and I'll put her term date in here anyway since I'm already in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So terminated.
[AGENT][NEUTRAL] And just put beside it that it's cobra.
[CUSTOMER][NEUTRAL] Yeah, so I'm gonna put here.
[AGENT][NEUTRAL] That you, I mean, that she's wanting cover.
[CUSTOMER][NEUTRAL] Not that she didn't say she wanted it. I just needed to know if it was eligible or not so I could take it out because she terminated last week, so she doesn't have anything yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Alright, so.
[AGENT][NEUTRAL] So she's not actually gonna terminate on the February invoice since she's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since it's in the middle of the month.
[CUSTOMER][NEUTRAL] Yeah, so her term, her term day, exactly her term term date. So in other words, so we are taking out whatever it is she needs to pay for for the the rest of the month because she won't have, right, so the second pay period she won't be here. So we needed to do that. So I needed to find out about gap so I know if I was actually taking that out or not.
[AGENT][NEUTRAL] For the month of, right. OK.
[AGENT][NEUTRAL] Absolutely, I understand that.
[CUSTOMER][NEUTRAL] OK, so, OK, and then we.
[AGENT][NEUTRAL] So she's gonna be covered for the February and then March, she'll terminate.
[CUSTOMER][NEUTRAL] I'm trying to find where I save because I don't see anything here telling me where to save these changes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, it's gonna be at top.
[CUSTOMER][NEUTRAL] Maybe at the end of it.
[AGENT][NEUTRAL] At the top where it says you've got employees per page add save changes, cancel, and submit invoices.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So my
[CUSTOMER][NEUTRAL] Oh there we go, OK, sneaky. OK, there we go.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So 26. OK, perfect. Alright, so I do need to change the figure on hers. It did not duplicate, OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right, [PII]. Is there any other questions?
[CUSTOMER][NEUTRAL] Alright, so now I know. So when we get this, no, that's it. Now I know when we get this I can go in, make those changes, make the note of it. So ideally we're looking at a bill date. What is our bill date? Invoice premium is due for February. Premium due date is middle of the month. So as soon as I get notification that's available, I can go ahead and make the changes then. OK, and if it, if we happen to end up, if it doesn't get caught up, then we know you just credited on the next invoice or whatever, OK.
[AGENT][NEUTRAL] Yeah, any
[AGENT][NEUTRAL] So, and she said um [PII] had mentioned something about um you're getting them electronic and.
[AGENT][NEUTRAL] The paper bill.
[CUSTOMER][NEUTRAL] Yeah, we're getting paper invoices and we also get I also get an email so I get an email when it's available but I'm also getting the paper invoices.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and that's normal, everybody does, and if you, so any time you wanna stop that just just send us an email as far as the paper bill just send us an email and we can stop that um but we do I mean when we send the notifications that the invoices are ready, you actually are able to view the invoices before you get the paper invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's fine yeah not a problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So now considering that we do we have the full amount and we do it biweekly right? because we have biweekly payments I'm just going to just literally duplicate this amount there's no service fees or anything that would get added on to this amount, right?
[AGENT][NEUTRAL] There shouldn't be, no, ma'am. Oh, and the amount on that invoice just make sure that you see the new amount now the one up top is not gonna change, but the one on that blue bar if you'll notice that it did change.
[CUSTOMER][NEUTRAL] OK, 9554.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah I see that.
[AGENT][NEUTRAL] To the 17, so that is the amount due.
[CUSTOMER][POSITIVE] OK doke perfect OK.
[AGENT][NEUTRAL] And I didn't know if you're, and I didn't know if you're aware of this, but you are able to pay online if that's something that y'all wanna do.
[CUSTOMER][POSITIVE] Looks good.
[CUSTOMER][NEUTRAL] Do you know currently are you getting a paper check?
[AGENT][NEUTRAL] I can find out for you.
[CUSTOMER][NEUTRAL] Find out for me because I don't pay them, I just approve them, so let me know.
[AGENT][NEUTRAL] I sure can.
[AGENT][POSITIVE] I can help you with that as well. So, um, I can help you.
[CUSTOMER][POSITIVE] Yeah, let me know because that would certainly help.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, let's see what we're doing.
[CUSTOMER][NEUTRAL] 1791.
[AGENT][NEUTRAL] Well, it appears that y'all are paying online.
[CUSTOMER][POSITIVE] Perfect, so I'll just bring this to her attention so she pays the right amount and.
[AGENT][POSITIVE] Well, it's, it's automatically gonna pop up whenever they do, um, do these when they submit it. Yeah, absolutely it'll have the corrected amount.
[CUSTOMER][NEUTRAL] It'll so when she goes in, it'll tell her the amount, OK.
[AGENT][NEUTRAL] So because once she gets I mean whoever it's paying that invoice they're gonna submit that invoice and it's gonna give them the 179156.
[CUSTOMER][POSITIVE] Perfect. OK doke, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEGATIVE] not a thing I am good to go.
[AGENT][POSITIVE] All right, [PII]. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you so much. All right, bye bye.