AccountId: 011433970860
ContactId: f3a5a88c-4281-42a2-b2b5-9d3c045596b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1272209 ms
Total Talk Time (AGENT): 333807 ms
Total Talk Time (CUSTOMER): 460797 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/f3a5a88c-4281-42a2-b2b5-9d3c045596b2_20250522T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I've got um Miss [PII] on the phone. She is with City of [PII] Creek.
[CUSTOMER][NEUTRAL] The group number is 26142.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] She's been verified. She has a member that terminated on, um, [PII] [PII].
[CUSTOMER][NEGATIVE] She explained that um a refund was sent to them for billing the premium for that [PII] termination date and it's showing up as a credit on their invoice now when it shouldn't be a credit on the invoice and they've got a third party um payer that pays their bills for them and it's causing havoc for her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she has been completely verified, but she just needs to talk to somebody about that.
[AGENT][NEUTRAL] And she's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, she's the contact.
[AGENT][NEUTRAL] And that's [PII] and then a good callback number, please?
[CUSTOMER][NEUTRAL] Her callback number is [PII].
[AGENT][NEUTRAL] OK. [PII]. And you said that was on [PII], who?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Uh, I can, I can help her with that.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thanks for that. OK, bye-bye, ma'am.
[AGENT][POSITIVE] You're welcome, dear. Mm bye-bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in group billing. Um, I understand a good callback number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And you're calling on group 26142?
[AGENT][NEUTRAL] About a credit that is showing up on your invoice for [PII].
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] So yes um and and I just got into the system as I was talking to um the previous lady [PII] I think was her name um.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I I hadn't clicked in the invoice I actually see the credit now so that's actually great. I was hoping to be able to see it, but I have a question about it because I show his credit.
[CUSTOMER][NEUTRAL] Should be about $73 because he had two policies and I only see one credit of 35 $25.
[AGENT][NEUTRAL] OK, I can help you with that. Just one moment, let me see what we have.
[AGENT][NEUTRAL] And just, just so you know, to that um credits are not automatically added to your uh group.
[AGENT][NEUTRAL] So it's not gonna show on your paper invoices any credits that are put on your invoice would be.
[AGENT][NEUTRAL] Manually done. So just.
[CUSTOMER][NEGATIVE] Well, but this one is actually showing up when I clicked on the invoice and the um portal it actually showed up by itself. I didn't.
[AGENT][POSITIVE] Yes, ma'am. It will.
[AGENT][NEGATIVE] It will, but I mean, what I'm saying is on your paper bills, it's not gonna show.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK great
[CUSTOMER][NEGATIVE] Oh yeah, no, I didn't expect that one to change.
[AGENT][NEUTRAL] Uh, OK, uh, some of them do. I mean, some people ask about that and, and, and, and that any credits, it's not, uh, it's not an automatic thing, so, um.
[CUSTOMER][POSITIVE] Yes ma'am, I'm and I'm, I'm totally waiting for that good with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] You're saying that he needs another credit for another policy?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I only see credit for his or his cancer, but I show he had critical as well.
[CUSTOMER][NEUTRAL] I'm sorry, critical as cancer. I only see credit for the cancer policy. I do not see credit for the accident.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, that's not right. Something's still not right.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Based on my records, he had both a critical policy and an accidental policy.
[CUSTOMER][NEUTRAL] And I only see the credit for the cancer policy.
[CUSTOMER][NEUTRAL] Of 3525.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on me for just one second while you look at that.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] Oh, you're fine, you're fine.
[CUSTOMER][NEUTRAL] But the odd thing is too is it's showing for the month of [PII].
[AGENT][NEUTRAL] It's gonna
[CUSTOMER][NEUTRAL] For that one policy, but it's.
[AGENT][NEUTRAL] Right, and we can't change that. I don't know why it won't let us do that month right there. A lot of times we'll put it in the comment, yeah, a lot of times we'll put it in the comments, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] No worries I just wanted to make sure.
[AGENT][NEUTRAL] We can't manually fix that. I'm sorry I do apologize.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no worries, I was just like I know I didn't pay for him for April, but I wanted to just.
[CUSTOMER][NEUTRAL] Make sure all the ducks were in a row.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, let me get my fingers working. I do apologize.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Still there. I'll see you.
[CUSTOMER][NEUTRAL] Monday Tuesday.
[CUSTOMER][POSITIVE] Thanks for thanks for your help so much. I didn't do anything except for cause grief. It's amazing though. I felt like we had like an experience together great. I don't wanna have those experiences anymore. Maybe just hugs, just hugs.
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We need the credit for March.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the other policy which is [PII].
[AGENT][NEUTRAL] For the 244-6474.
[AGENT][POSITIVE] I do apologize. Hold on just a moment. I'm trying to get this worked out here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] OK, you didn't pay you wouldn't on that one.
[AGENT][NEUTRAL] Uh, there it is.
[AGENT][NEUTRAL] OK, so he had the cancer in the accident.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and.
[AGENT][NEUTRAL] She selected the wrong one that was actually the accident that was on the.
[AGENT][NEUTRAL] The 30 is the accident.
[AGENT][NEUTRAL] And I fixed that so that's that, um.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] The other one is the cancer.
[AGENT][NEUTRAL] And that is the 74, so that's 35 this is [PII].
[AGENT][NEUTRAL] And that's March credit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. If you want to refresh, you should see that change on there.
[AGENT][NEUTRAL] And we'll get that taken care of and um.
[CUSTOMER][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] Oh, it logged me out. All right, let's, oh, here we go. Let's see what we got.
[CUSTOMER][POSITIVE] OK, perfect. Now can we talk about another issue?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and, and I, and this has since been corrected, but I just kind of wanna see how it's gonna be handled go how it's gonna be handled looking at the next bill. [PII], her cancer policy was canceled.
[CUSTOMER][NEUTRAL] Accidentally, for whatever reason.
[CUSTOMER][NEUTRAL] And you guys sent us a refund check and it was check number 02043049, a lot of zeros in there um for $59.08.
[CUSTOMER][NEUTRAL] It has since been corrected and it is on the billing like the, you know what I'm looking at online it's on there for the April.
[CUSTOMER][NEUTRAL] Cycle
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my thought is, and I'm just trying to think this through because.
[CUSTOMER][POSITIVE] You guys sent the refund check it was cashed.
[CUSTOMER][NEUTRAL] So on the next bill, am I going to see a retro for the policy when it was canceled?
[CUSTOMER][NEUTRAL] And then I can just add it into the next one, or should I go ahead and add the total.
[CUSTOMER][NEUTRAL] To be whatever 1 1816 to make up that difference and then it would be on the next bill.
[AGENT][NEUTRAL] OK, so what you're asking is you want to make sure if um.
[AGENT][NEUTRAL] Do you double the payment or do you just it looks like on the next bill they're going to supplemental bill that.
[CUSTOMER][NEUTRAL] Yeah, I think that yeah well I know they're gonna supplemental bill it and I so you guys are getting ready and or should be getting ready at some point to get a payment that I know the amount is gonna be $5,137.72.
[CUSTOMER][NEUTRAL] I now have an invoice.
[CUSTOMER][NEUTRAL] So let's delete that out.
[CUSTOMER][NEUTRAL] I have an invoice for $5,137.11. That's a 61 cents difference.
[CUSTOMER][NEUTRAL] So 61 cents y'all are gonna get 61 cents more than what the invoice is which is fine that it just kind of has to do with rounding, not that big a deal, but that's with me adding in.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]'s cancer policy for April.
[CUSTOMER][NEUTRAL] Because it was not there for May, so they fixed that because May doesn't have it so May will get retroactive and I'll just need to add it in again I think is what as I'm talking through it I'll just need to add that in again to make sure.
[CUSTOMER][NEUTRAL] Cause we essentially have money that doesn't belong to us.
[AGENT][NEUTRAL] I get that. Yes, ma'am. Right, right.
[CUSTOMER][NEGATIVE] Right, because you guys refund.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] We've deducted everything that we need to deduct. We're good on our side as the employer employer deductions. We're fine there. You guys are out the money because you guys sent it to us, so we need to get that money back to you. So in order to do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, I will need to add it to the next payment, but we're gonna have to issue you guys a check because it's never gonna come. That's what has to happen. It's never gonna come because we're only, it's only going to come every time we do a deduction.
[CUSTOMER][NEUTRAL] So the next time around, the payment will be short that amount of money and I will need to send an EFT I think it's what yeah mhm.
[AGENT][NEUTRAL] Well, what you can do is on the on the invoice make a note of it because you're able to go in there and make changes so if we do supplemental bill for that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so I'm showing that on this invoice here this will be.
[AGENT][NEUTRAL] Pay for her April.
[AGENT][NEUTRAL] So May should what it will happen is, and it could possibly happen happen on the June invoice that what would happen is it would it would pay for um I mean it would be for the April and May so if it does do the April and May.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You can just mark through, I mean, just take the other off the, the April part off and say paid in April and that would be fine.
[AGENT][NEUTRAL] You know, that's
[CUSTOMER][NEUTRAL] Yeah, I mean, I do that like you, you can see where like [PII] on this one I say what.
[AGENT][NEUTRAL] Right. I see where you've done that. Yes, ma'am.
[CUSTOMER][NEUTRAL] So that makes that.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Different, but this is paying for.
[CUSTOMER][NEUTRAL] So it wasn't in with April.
[CUSTOMER][POSITIVE] Oh yeah, yeah, OK, we might, we might be square here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, all right, so when I'm looking for it to double hit.
[AGENT][NEUTRAL] Now I can, I can I mean I can get this to where it will not be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For um the April.
[CUSTOMER][NEUTRAL] No, that's fine because I, I'm pretty good about catching things that don't add up and keeping people on my radar that are my problems.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I see this.
[AGENT][NEUTRAL] I see it.
[CUSTOMER][NEUTRAL] That's why I have so many details in there.
[AGENT][POSITIVE] And that's great. That is great.
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] Alright, well then I'm gonna submit this invoice as it stands because it's a it's 61 cents you guys are gonna get money about 61 cents more than what the invoices, which is fine. You can see from previous invoices there's about a 59 cents overage every month, so not that big a deal. Alright, well I really do appreciate your time and getting that fixed for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that will be all.
[AGENT][POSITIVE] All right, well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] You do the same. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.