AccountId: 011433970860
ContactId: ee335a5e-acbf-4e1c-b4c8-b15421055cf6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 710340 ms
Total Talk Time (AGENT): 356167 ms
Total Talk Time (CUSTOMER): 235468 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ee335a5e-acbf-4e1c-b4c8-b15421055cf6_20250128T19:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm all right thank you. So I have the admin for group number 12812 and that's [PII].
[CUSTOMER][NEUTRAL] And this is [PII] on the line.
[CUSTOMER][NEUTRAL] He's just needing to ask some overall general billing and how to questions. um, he says he's been the admin for this group since February of this past year, but he has just now even discovered who APL is.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, right, OK, so in the.
[CUSTOMER][NEUTRAL] In the online service center?
[CUSTOMER][NEUTRAL] His email is tied to a user name [PII]
[AGENT][NEUTRAL] Which is probably the um armor, yeah.
[CUSTOMER][NEUTRAL] Former admin.
[CUSTOMER][NEUTRAL] But anyway, he knows nothing about that either. I just noticed that when I was looking at the group's information. Now the phone number that's the prime that we have an EMPL for the group, he wasn't able to verify that with me, so I gave him the care team's email and told him that he needs to send in the request to have the primary contact phone number updated and he said he and he's gonna do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other is just general um billing and how to questions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can send it to me.
[CUSTOMER][NEUTRAL] All right, here, uh, let me give you the phone number he did give me. It's gonna be in my note, but he, he said his callback number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] All right, well thank you much. So here comes [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII]. Resources director for Custer County, Colorado. I was transferred to you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'm not sure what you know what I need to go over again.
[CUSTOMER][NEUTRAL] So, um.
[AGENT][NEUTRAL] Um, just, what can I help you with?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Intelligence
[CUSTOMER][NEGATIVE] Last week I didn't know that as a human resources director we offered anything through your folks that didn't know you existed. I have a bill.
[CUSTOMER][NEUTRAL] With listing 3 employees on it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Really, um, sorry, I have another call coming in. Um, so I have on here is one person whose last day was [PII], so that needs to come off.
[CUSTOMER][NEUTRAL] Um, I'm told that I've been set up in your system, but I don't know how to get into that. Um, I don't have any, um, information regarding this benefits you provide or when you ask anything, so, um, we'll start with that.
[AGENT][NEUTRAL] OK, um, so yeah, there's 3 people listed on the policy, uh, [PII], and [PII]. All three of these policies are cancer policies, um, and it looks like they vary in as far as the effective date. I've got a [PII] effective date, [PII], and then a [PII]. Um, I would assume that it's through payroll deduction.
[AGENT][NEUTRAL] Um, this group, um, renews every January. Um, let's see, and I'm also gonna assume that the renewal is already complete.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, uh, actually.
[AGENT][NEGATIVE] Don't see when it was made last um.
[AGENT][NEUTRAL] But yeah, the um it looks like there is an online um account set up with our online service center um and your email was updated um so you'd be able to uh reset that password um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] As far as terminating insured, um, you can either reconcile the invoice and deduct whatever premium that um policy had, uh, deduct that from the total amount, um.
[AGENT][NEUTRAL] That you pay or um and or send us an email to that care team email that [PII] provided you with the person's name and the termination date and then we would um get that and make those adjustments to the online service center invoice um if there is one outstanding at the time um either way if you don't utilize the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, then we do recommend reconciling the invoice each month and if let's just say [PII] was the one that terminated [PII], uh, marked through her premium and don't send in that, um.
[AGENT][NEUTRAL] Her premium and only pay for the other two insured that way um you're only paying what is due at the time um.
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] The user name for the online service account is [PII] A all lower case. So if you wanna go and reset that password so you can um view your invoices online um like I said, the email that we have uh [PII].
[AGENT][NEUTRAL] [PII] is the email that we have on record and that's the email address that you would use to um reset that password.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Um, I, the person I talked to gave me the care team at.
[CUSTOMER][NEUTRAL] And [PII] I can send an email to there to update the phone number.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And in that same email if you wanna also go ahead and put whoever termed [PII], you can also include that in that same email.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][NEUTRAL] And he [PII]illed two birds with one stone.
[CUSTOMER][NEUTRAL] OK, um, I have an invoice for December, October, November and December.
[CUSTOMER][NEUTRAL] I have to find them. um, how are you getting paid now?
[AGENT][NEUTRAL] OK, I can take a look at that. Let's see. It looks like the only thing that's due at the moment is the February invoice, so let me look to see how we've been getting paid.
[AGENT][NEUTRAL] I'm on the computer. OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like we're receiving a physical check each month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Don't need to make more work for you because I get a copy of the the the fit.
[CUSTOMER][NEUTRAL] So you, you, you, you have the January and paid.
[AGENT][NEUTRAL] Yes, sir. It looks like both January or let me double check the date on when both of them were received.
[AGENT][NEUTRAL] Um, it looks like they were received or that we got them [PII] got them on the same date, um, but the December check number was dated, um, [PII], and then the next check that we got was dated [PII].
[CUSTOMER][NEUTRAL] That was for January then?
[AGENT][NEUTRAL] The [PII] we applied it to January, yes sir.
[CUSTOMER][NEUTRAL] Could I get a copy of it? How did those come out? Are they mailed?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could I get a copy of that?
[AGENT][NEUTRAL] Of the check
[CUSTOMER][NEUTRAL] Of the invoice for February.
[AGENT][NEUTRAL] Oh yeah, um, you actually would have gotten an email yesterday or today to the email that we have on file um and you can.
[CUSTOMER][NEGATIVE] It was forwarded to me to be able to log in and I don't know how to log in.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] You would go, um, I can walk you through that but then yeah, I can also email the invoice to you, but let's also see if y'all are set up somewhere.
[AGENT][NEUTRAL] You will also be receiving that um invoice in the mail to the address that we have on file as well um let me get the invoice pulled up so I can go ahead and get it emailed to you.
[AGENT][POSITIVE] What I can also do is attach.
[AGENT][NEUTRAL] Um, the online service and help guide, let me attach that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on the email that I'm sending you at the bottom of the email under my signature, you can click on register or log in today and it'll take you to the the login screen um and once you're at that log in screen um you'll use that um username that I gave you let's see, include that as well if I can spell correctly.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What's the user name?
[AGENT][NEUTRAL] It's [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I just emailed that over to you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. It's the username is just [PII]
[CUSTOMER][NEUTRAL] That's it? OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And and once you get my email like I said you can click on that register or log in below or register or log in today I think is what it says um and it'll take you to the login screen and just simply click on forgot password and use that username I provided in the email as well and then you can reset the password and um view your invoices online and you can also pay the invoices online and reconcile them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] I don't think so. I think you've helped me taking care of what I was asking for. Thank you.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] I