AccountId: 011433970860
ContactId: fc2b3bcf-11f0-4156-baaa-2bdff67a6d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285519 ms
Total Talk Time (AGENT): 138989 ms
Total Talk Time (CUSTOMER): 104291 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/fc2b3bcf-11f0-4156-baaa-2bdff67a6d59_20250304T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, good afternoon, [PII]. Uh, my name is [PII] and I'm calling from the broker's office at Financial Designs, and I was calling because we wanted to confirm, um, active coverage for, um, for a member.
[AGENT][NEUTRAL] For an actual uh a member, OK, do you have the group number?
[CUSTOMER][NEUTRAL] Yes, I do. It's um it's gonna be for one of our clients, the shoal of Ball Harbor, and the group number is 20722.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me pull up that group, bear with me just one second.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Universal Trucking Tribe Leasing, is that correct? 20727, is that the correct group?
[CUSTOMER][NEUTRAL] Um, which one?
[AGENT][NEUTRAL] Is it 207, did you say 20727?
[CUSTOMER][NEUTRAL] It's 20722.
[AGENT][NEUTRAL] I'm sorry, I've had an extra 7. My 2 look like a 7 when I wrote it down. Sorry.
[AGENT][NEUTRAL] OK, the soul of Ball Harbor, OK, and you said the name of the employee was?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] So the name of the employee is uh [PII] and um we're actually having an issue where she removed her spouse recently for um for [PII] and she's not showing up on the invoice on the latest invoice so she reached out to us saying that you know like that she's not active anymore, that she was removed um so we just wanna confirm if if it's active on your end then.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I got jury.
[CUSTOMER][NEUTRAL] And if you know what happened there in the on the invoice.
[AGENT][NEUTRAL] Now, let's see about [PII] active. Let me see who else covered under here. Hang on a second.
[AGENT][NEUTRAL] Let another screen real quick.
[AGENT][NEUTRAL] So let's see, OK.
[AGENT][NEUTRAL] That's where, so I have [PII]. Oh yeah, [PII] and [PII]. So it says [PII] not he's dropped. Let me see if there's no sign here. Hang on a second, see what's going on here.
[CUSTOMER][NEUTRAL] Yeah she was gonna stay with her like cover for just herself employee only that she was gonna drop um her husband [PII] for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I do show he's dropped, so that's correct. He should be dropped. So I show she's active and he's dropped.
[CUSTOMER][NEUTRAL] So you do see her like active on on on your end.
[AGENT][NEUTRAL] Mhm, yeah, I so hold on just to get it this screen real quick.
[AGENT][NEUTRAL] Yes, I show the only person that's been dropped is [PII]. I showed that she's active. I don't see that her coverage has been dropped.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got you. Yeah, it must be like some billing, um, error then because she just, she was on the invoice and then on the latest invoice she just disappeared like she didn't just.
[AGENT][NEUTRAL] So wasn't OK, OK, let me, let's see, correcting premium. Let's see 225. Let's see what's going on. Insurance spouse called stating we overpaid and request a claim to be sent if I we need spouse's permission, with an EOB. OK, that's something different. Corrected rate, correcting premium and pending per pended report. Yeah, let me get with our billing department because I'll just need to make sure and review the bill and make sure, um, if something happened, if it's been corrected.
[AGENT][NEUTRAL] Um, maybe she got dropped and re-added. I'm not sure, but I'll need to research that and then I can call you back after I talk to them if that's OK.
[CUSTOMER][NEUTRAL] Yeah, that's totally fine. Our, our, um, our team member too, um, Yale, she sent, she sent an email as well, um, in regards to this, but we just wanted to confirm that that she was, you know, still active, um, it was like our main concern.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, yeah, she's still active. If you guys send an email, we should be responding to it, uh, letting you know about the bill, and, but I'll follow up with that and make sure and get back with you. Is this a good contact number of the [PII]?
[CUSTOMER][POSITIVE] Yeah yeah that would be perfect.
[AGENT][NEUTRAL] And what did you say your name was?
[CUSTOMER][NEUTRAL] Um, so my name is [PII], um spelled [PII] and my last name is.
[AGENT][NEUTRAL] And I, OK.
[CUSTOMER][NEUTRAL] Uh my last name is [PII], spelled [PII]
[AGENT][NEUTRAL] OK, let's 4 minutes one second, OK.
[CUSTOMER][NEUTRAL] And um the broker's financial designs.
[AGENT][POSITIVE] OK, got you, thank you. I will check into that and I'll get back with you. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] That was all that was all thank you so much I really appreciate it.
[AGENT][POSITIVE] All right, no problem, talk to you soon you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.