AccountId: 011433970860
ContactId: fecc2ace-2e34-49c3-adf0-bbb7be26cc73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 940590 ms
Total Talk Time (AGENT): 424922 ms
Total Talk Time (CUSTOMER): 356647 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/fecc2ace-2e34-49c3-adf0-bbb7be26cc73_20241230T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine thank you um I have an admin on the line um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group, well, I'll just give you this one particular member's policy 2446493.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Um, and this is [PII] who is the admin for the group.
[CUSTOMER][NEUTRAL] That's on the call.
[AGENT][NEUTRAL] Alright, give me just a minute. I was working on a policy and I have to put some notes on it.
[AGENT][NEUTRAL] 1
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] OK. Did you get the policy pulled up?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so this is [PII] on the on the line she's the admin for the group.
[CUSTOMER][NEUTRAL] And she's trying to get some things straightened out on their invoice and this gentleman's policy is termed and she says it should not be.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I can see that it was, says it was lapsed in air and then it was 6, but it's, it's termed again.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then she's also got a question which I think is just gonna have to go to billing [PII] I don't know because I'm not familiar with it.
[CUSTOMER][NEUTRAL] Within the online service center there's an EE column, an EE number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if you know what that is if you can help her with that. If not, then I guess that's gonna she'll have to go to group billing.
[AGENT][NEUTRAL] Yes, that will to billing now.
[CUSTOMER][NEUTRAL] So she's trying to add some other people, yeah, she's trying to add some people on their invoice.
[CUSTOMER][NEUTRAL] That have policies but that anyway, but then Schmasco.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Needed to come to y'all first and then you can connect her with um.
[CUSTOMER][NEUTRAL] Billing.
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] And her number, the number in the system is valid for the group, but her more direct number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] All right. Well, are you ready for [PII]?
[AGENT][NEUTRAL] just a little bit.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good afternoon.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. All right, thanks. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Hello, I'm doing good. This is [PII] in customer service and I was just advised that um you have an employee that we termed and it should be active, that is correct.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right, so we can go ahead and um reactivate his policy, but we would need a written request for him um that you can, you can send us to um
[AGENT][NEUTRAL] To our care team so we can go ahead and process it.
[AGENT][NEUTRAL] Um, if the, mhm.
[CUSTOMER][NEUTRAL] OK, um, but he was, hang on just a second, he was accidentally turned in October.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And reinstated in November.
[CUSTOMER][NEUTRAL] So he's been termed again or?
[CUSTOMER][NEGATIVE] I, I'm missing something here because.
[CUSTOMER][NEUTRAL] The steps had already been taken in October to reinstate him in November, so.
[AGENT][NEUTRAL] Oh, well, the only notes I see here from the policy is that a lapse date was added in [PII], uh, during, let's see.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, this was September. He was lapsed as May, then he was reactivated again in October and then he was again.
[AGENT][NEUTRAL] Termed
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you tell me who turned him?
[AGENT][NEUTRAL] For May
[AGENT][NEUTRAL] OK, so this what I think it is is that um I'm not sure, is the group by any chance on the file feed?
[CUSTOMER][NEUTRAL] On a file so I'm, I'm not following what you mean.
[AGENT][NEUTRAL] Um, every month or every 2 weeks, the group has a file that they send to us with all their employees listed. Sometimes whenever an employee has to be returned, they just remove it from the file. So once we go ahead and receive that file and process it, since the
[AGENT][NEUTRAL] Employee is not added in that list, that's when we go ahead and term it but this this is like the system that process the file. So if this file has not been uh updated and added back again with this employee, it will keep sending us a note to um term the employee again and again uh mhm.
[CUSTOMER][NEUTRAL] OK, so this is not, so it's not a file fee in that regards every month after our second payroll of the month I go in, me personally and I make changes to the bill to correct or to add or remove people that need to be removed from it and then I I upload it or essentially.
[CUSTOMER][NEUTRAL] Yes, save it to the system so that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The current bill is corrected.
[CUSTOMER][NEUTRAL] Based on the funds that were sent, now funds are sent automatically uh after the 2nd pay period, but the bill is adjusted to account for and reconciled, and then that is sent in.
[CUSTOMER][NEUTRAL] And that's what I do.
[AGENT][NEUTRAL] OK, yes, that, um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it sounds like what I'm hearing is that he was turned what when you say it was lapsed in May, what does that mean it wasn't paid in May or what?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, he was um termed, sorry, it's [PII]st a different word that we use, um, the status, yes. Mhm.
[CUSTOMER][NEUTRAL] That's OK. I'm just making sure that you and I are on the same page here with this, so he was, he was termed in May.
[AGENT][NEUTRAL] Yes, we
[AGENT][NEUTRAL] That is the, the date that is being requested here with that date. So,
[AGENT][NEUTRAL] Yes, there is a file. I see here in the group notes that there is a file. So from that file, um, if the employee is not being included in there, um, it will keep sending us that notification to term him as the paid for him to date for him, we have it all the way until [PII], I mean [PII]. But let me just verify that really quick.
[CUSTOMER][NEUTRAL] And then I sent the money was sent for him in November.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, there must be, this might be um a little bit of a billing question that there might be some money for him and suspense for the November since the policy is already um termed. So it hasn't been applied. There must be money um behind the policy that is not being applied.
[AGENT][NEUTRAL] Because the date that I see here. Mhm.
[CUSTOMER][NEUTRAL] Because I've also got money that came in.
[CUSTOMER][NEUTRAL] On last week for him as well.
[AGENT][NEUTRAL] OK, yes, it got back because the policy is canceled back again, um, but uh I would say.
[AGENT][NEUTRAL] The error is indeed from the file that we are receiving. I apologize, but I really don't know where it really comes to file from, if it's directly from you or from the middle one in between what you send to us and the people who process it, um, but I would say just write us um a short email that this policy should remain active and we will make a note that so that way we keep um.
[AGENT][NEUTRAL] We stopped canceling his policy.
[CUSTOMER][NEUTRAL] OK, but that was done in October and if that has already been taken care of in October.
[CUSTOMER][NEGATIVE] I shouldn't continually month after month be having to send an email to say reactivate a policy that y'all are canceling administratively.
[AGENT][NEUTRAL] Yes, we understand, but as I said, is the file that is being received through the system and the system um process it automatically. That's when we receive the notification or the notification goes into it and it cancels the policy, um, as the file I can personally ask and make sure that there is a correction into it, but I can't guarantee.
[AGENT][NEUTRAL] And see that it can be corrected if it's not something that we write in to the file. Um, but I will place a note that this policy should remain active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but we do need that written notification.
[CUSTOMER][NEUTRAL] Uh, I mean, and I don't know, I don't know if he re upped for January or not, so I don't know if he elected to stay with this. I just know that.
[CUSTOMER][NEUTRAL] We had an issue in October. It was corrected in November, and here I am having an issue again.
[AGENT][NEUTRAL] Totally understandable, but, uh, what I, what I can do right now is um just as soon as we receive that written notification that this policy at least should be activated or active until the end of December, we will, we will go ahead and do that, um.
[AGENT][NEUTRAL] But yes, that will depend if the insured would like to continue his policy through the [PII] year.
[CUSTOMER][NEUTRAL] OK, and I have no idea if he did. I, I am, I am dealing with so HR deals with the enrollment side of it.
[CUSTOMER][NEUTRAL] I'm paying the bill. I'm merely just trying to make sure that the money that was deducted from the employees is paid to you guys, so I'm, I am only a reconciling piece, so I'm gonna have to get my HR involved in getting this letter to you guys to get this account reactivated. I don't have a problem with that. What is the email address that they need to send it to?
[AGENT][NEUTRAL] Uh, that will be care team.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it just needs to say that it is an activation of a policy 2446493.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that it needs to remain open until when because I don't know if he's, I don't know if he elected this benefit again.
[AGENT][NEUTRAL] Until [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then if he did elect that benefit, this letter won't override that, won't cancel that policy come [PII], correct?
[AGENT][NEUTRAL] Then we should uh.
[CUSTOMER][NEUTRAL] I mean, you see my conundrum here.
[AGENT][NEUTRAL] It should, we, we can, yes, yes, I can. Well, then just.
[AGENT][NEUTRAL] We can just say that it should remain active, that that will be it because if you send uh until the termination date or until that year end.
[AGENT][NEUTRAL] Then we would probably be applying a lapse date for it or to it, a cancellation date to it, and we don't want to cancel it again, so just uh say that it should remain active and tha[PII] will be, that will resolve the problem.
[CUSTOMER][NEUTRAL] OK, remain active.
[CUSTOMER][NEUTRAL] OK, alright, so then my next question becomes is as I'm trying to adjust the bill to submit essentially this invoice, I have a column that's got policy number or policy first name last name and then I've got this EE number. What is that and how do I find it for the individuals I have to add?
[AGENT][NEUTRAL] All right. All right, Miss [PII], um, that will be a billing question. Um, unfortunately, I'm not able to respond to that question. Um, would you like me to go ahead and transfer you to the billing department so they can assist you further? All right, perfect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna go ahead and place you on a brief hold while I transfer you and provide the information of your question.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Have a nice day.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][POSITIVE] Good and [PII] this is [PII] in customer service. I have a group admin on the line who is um having a couple of questions about the bill. She's adjusting the bill and has a column that doesn't know what.
[AGENT][NEUTRAL] It's not exactly to plug in into it? Is that something that you can help her with?
[CUSTOMER][NEUTRAL] Yeah, what's the group number?
[AGENT][NEUTRAL] Um, group number is.
[AGENT][NEUTRAL] 6142.
[CUSTOMER][NEUTRAL] 26142
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And who's on the farm?
[AGENT][NEUTRAL] City of [PII], um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you verify her information?
[AGENT][NEUTRAL] Uh, she, yeah, she was verified. Um, she was a she was transferred to me previously.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are on hold. And that we don't show any, can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] with the City of [PII]. I am.
[CUSTOMER][NEUTRAL] Trying to reconcile the December bill of based on deductions and having a little bit of issues so I'm in the um APL like the secure site to be able to adjust an invoice.