AccountId: 011433970860
ContactId: f582f983-71ac-40ac-b108-78de3ad69334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1159199 ms
Total Talk Time (AGENT): 232559 ms
Total Talk Time (CUSTOMER): 247841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f582f983-71ac-40ac-b108-78de3ad69334_20250307T14:29_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Uh, yes, good morning. My name is [PII]. I'm a broker. I'm trying to get some information on a group, um.
[CUSTOMER][NEUTRAL] That belongs to me, uh, we removed the member. What do you? I'm sorry, what do you need from me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 2 seconds. What is that group number?
[CUSTOMER][NEUTRAL] The group number is 21,560.
[AGENT][NEUTRAL] 21,560. OK, well just give me one second. I'm gonna get that group pulled up and then I'll be able to get you that information, OK?
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] All righty. Let's see. OK. Um,
[AGENT][NEUTRAL] And just confirm your name one more time for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, perfect. And what was your question?
[CUSTOMER][NEGATIVE] So we removed um a member by the name of [PII]. I believe the cancellation was supposed to take place effective February. Let me double check because I'm going on my memory, which is not very good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But anyhow I don't, I think it was done like a month later and the client is asking me if that one month premium is going to be refunded and if so when?
[AGENT][NEUTRAL] OK, so let's see on my end it looks like.
[AGENT][NEUTRAL] It looks like the policy is lapsed and it looks like the pay today actually is uh was for [PII] and you're saying it was supposed to cancel on what day?
[CUSTOMER][NEUTRAL] Um, as of [PII], I'm trying to find here the email.
[AGENT][NEUTRAL] So it looks like I do have it for [PII] as well in the system.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, but was she charged for February?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Or was the group charged for February for her for [PII]?
[AGENT][NEUTRAL] Uh, give me one second, let me pull up one more screen here.
[CUSTOMER][NEUTRAL] Well you hold on.
[CUSTOMER][NEUTRAL] I'm sorry, I don't know where my emails go. I really don't.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, sorry, my system is moving a tad bit slow, but I'm trying to pull up the screen of the last bill, so that way I can just kind of see.
[AGENT][NEUTRAL] Uh, what that February bill kind of looks like to see.
[AGENT][NEUTRAL] Cause I know normally when a person terminates, you do get a few more days of coverage, um.
[AGENT][NEUTRAL] So I'm wondering if that was paid for her or is it just saying it was paid up until February, or just get a better idea of what that actually means.
[CUSTOMER][NEUTRAL] Yeah, and there was just to cancel it February.
[CUSTOMER][NEUTRAL] I'm trying to find what I sent to.
[CUSTOMER][NEUTRAL] My GA
[CUSTOMER][NEGATIVE] But of course, I can't find it.
[CUSTOMER][POSITIVE] That's why I love paper.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Uh, yeah, please cancel so effective that.
[AGENT][NEUTRAL] So I was able, I was able to pull up the bill. It she is paid through January, so like would be paid to [PII], so long, so yes, she was not paid for the month of February, that was for her January payment.
[AGENT][NEUTRAL] If that makes sense. So everything is perfect. She, they canceled on February effective [PII], the payment did not go, you know, February, March or anything like that. She's paid up until [PII] because that was the last day of coverage.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So nothing's wrong.
[CUSTOMER][NEUTRAL] So why is she telling me that they charged her for February?
[AGENT][NEUTRAL] And who is she?
[CUSTOMER][NEUTRAL] Um, the group administrator, which happens to be [PII] yes.
[AGENT][NEUTRAL] So she
[AGENT][NEUTRAL] So on the March, she's saying on her March bill it says she had, she's due for February.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean, I did log on but uh.
[CUSTOMER][NEUTRAL] I can't I don't know my password.
[AGENT][NEUTRAL] I'll pull up the March statement.
[CUSTOMER][NEUTRAL] Hi hi.
[AGENT][NEUTRAL] So, let's see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And just so we're talking about the same policy, um.
[AGENT][NEUTRAL] This is for meddling, right? She only had that one policy. She only had that one meddling policy.
[CUSTOMER][NEUTRAL] For who? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like gap? What does she have the gap?
[CUSTOMER][NEUTRAL] Yeah, she has a gap that's it.
[AGENT][NEUTRAL] Just trying to make sure we were looking at the same policy.
[CUSTOMER][NEUTRAL] Yeah, Zoomex USA Zooex USA.
[AGENT][NEUTRAL] Yes, I have all that.
[CUSTOMER][NEUTRAL] Right, yeah, they only have one gap, and [PII], which was a member, an employee of the group, was to be removed [PII], and she's telling me that she, they're being charged for February for her.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] Change, forgot my pas. Get in here.
[CUSTOMER][NEUTRAL] I'm about to just give her the $100 and call it a day.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] There's a
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Well I'm calling the.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So the invoice that I'm looking at says [PII], and I don't see her name on here. It's only for three people.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, I just reset my password. I'm going.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm not sure.
[CUSTOMER][NEGATIVE] So where do I see the commissions are paid? I don't care about that.
[CUSTOMER][NEUTRAL] That's down the report, I guess.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I'm just trying to pull your email. I'm gonna send you a copy of this bill that I'm looking at.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where do I see past?
[CUSTOMER][NEUTRAL] Statements.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Sorry, I have to log in and see what you're saying.
[AGENT][NEGATIVE] I even got a bill for your group or for the group today and it's only for 3 payments as well. I mean, it's only for 3 people as well for for.
[CUSTOMER][NEUTRAL] That the.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, yeah, no, they didn't, they removed her. They removed her. My question is, she was supposed to be removed effective [PII], and apparently they charged for, they charged for February.
[AGENT][NEUTRAL] Well, that's what I'm saying. I'm looking at the bill from
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it doesn't show her on there. So that's why I was wondering what bill is she.
[AGENT][NEUTRAL] Have it, have her on there because I don't see that. The last bill I show is for 29152 for three people.
[CUSTOMER][NEUTRAL] That's what I wanted to
[CUSTOMER][NEUTRAL] That's what I'm trying to see.
[CUSTOMER][NEUTRAL] This is, I guess your download will start shortly.
[CUSTOMER][NEUTRAL] OK, so if you go to the [PII].
[CUSTOMER][NEUTRAL] Invoice
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] You will see
[CUSTOMER][NEUTRAL] [PII], [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] Giving a total of 409 24.
[CUSTOMER][NEGATIVE] That [PII] bill should not include [PII].
[AGENT][NEUTRAL] OK, let me show you the bill that I mean.
[CUSTOMER][NEUTRAL] Unless they sent out another February bill, I don't know.
[CUSTOMER][NEUTRAL] Let me see if that's what happened.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Did you email something to me?
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Did you Tarn?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, sorry, um.
[CUSTOMER][NEUTRAL] You sent me somebody else's bill.
[AGENT][NEUTRAL] Sorry, I sent the wrong attachment. Let me go back.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's see. So let me do a line of the you.
[AGENT][NEUTRAL] We get to know
[AGENT][NEUTRAL] Every
[AGENT][NEUTRAL] So that bill would have already
[AGENT][NEUTRAL] Even though you you got COVID 7.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Here I'll send you what I have.
[AGENT][NEUTRAL] Let me just transfer you. I'm gonna get you a senior, uh.
[CUSTOMER][NEUTRAL] I'm gonna send you what I see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I guess it didn't download properly. Oh yeah, I did.
[CUSTOMER][NEUTRAL] Because you see that it wasn't charged?
[AGENT][POSITIVE] Let's see, I'm gonna get Ms. [PII] on here and she's kind of like our billing expert and she can explain it probably just a little bit better than I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], I'm about to transfer you.
[CUSTOMER][NEUTRAL] OK, what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]