AccountId: 011433970860
ContactId: ffc6420b-b936-4840-b62c-600902c6d495
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512760 ms
Total Talk Time (AGENT): 232265 ms
Total Talk Time (CUSTOMER): 131467 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/ffc6420b-b936-4840-b62c-600902c6d495_20250610T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team. I have a [PII] on the line. Uh, she is a group admin, but she is also, but she is calling on behalf of her own policy, um.
[CUSTOMER][NEUTRAL] She's showing she's looking at their invoices and she's not showing her name on the invoices, but I looked on her policy and she is mode of payment one would that still be she'd still be able to see her name on the invoices correct if she's still getting billed through the group?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes. What's the, um, what's the group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The group number is 10811.
[AGENT][NEUTRAL] What invoice is she referring to?
[CUSTOMER][NEUTRAL] She said she hasn't been on the invoices since March or April.
[AGENT][NEUTRAL] Um, well, we haven't even built the group April.
[CUSTOMER][NEUTRAL] But she's still getting the premiums coming out.
[AGENT][NEUTRAL] And she was on the March invoice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was on the March invoice? OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] But we haven't billed for April.
[AGENT][NEUTRAL] They must be in um.
[AGENT][NEUTRAL] Renewal.
[AGENT][NEUTRAL] Um, let me look at this a little bit further. Hang on one second.
[CUSTOMER][NEUTRAL] Yeah, yeah, and I didn't, I don't see it as in renewal, but I don't know.
[AGENT][NEUTRAL] 1811.
[AGENT][NEUTRAL] Come on computer.
[CUSTOMER][NEUTRAL] And I don't know how to see the invoices since we can't use the new OSC.
[AGENT][NEUTRAL] You can pull it up in on base.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, but also on BKPHI it shows you.
[AGENT][NEUTRAL] The invoice numbers and what dates it's for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Why is my computer why is this being slow? Come on now.
[CUSTOMER][NEUTRAL] Yeah I'm still fairly new so I'm trying to figure out if it's not the way that I know how to do it, I don't know the other ways on how to do it yet.
[AGENT][NEUTRAL] Computer, computer, computer, come on.
[AGENT][NEGATIVE] Both of my screens are frozen. Let's exit out and try this again.
[AGENT][NEGATIVE] Why is my line even gonna work?
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Let me see if I can.
[CUSTOMER][NEUTRAL] So in OnBase do I go to custom queries and then um.
[AGENT][NEUTRAL] No, you can just go to retrieval.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you'll click um you'll do um APL dash billing and collection.
[AGENT][NEUTRAL] And then click on billing invoices and that's where you'll put in the group number.
[CUSTOMER][NEUTRAL] OK, all I have is APL-1099.
[AGENT][NEUTRAL] huh.
[CUSTOMER][NEUTRAL] Maybe it's, maybe it's because I'm in care team.
[AGENT][NEUTRAL] You should be able to pull invoices but um.
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] OK, I was able to get a line pulled up.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Why have they not billed for?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh, what in the world is going on with this group?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] I was finally able to pull up an invoice but it was it's only showing one person.
[AGENT][NEUTRAL] Yeah, something's going on with this group.
[CUSTOMER][NEUTRAL] I'm not crazy.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] This is probably gonna be something that needs to be researched because something's really going on with this group.
[AGENT][NEUTRAL] Um, I'm late to Amber, OK.
[CUSTOMER][NEUTRAL] And would that go to billing or would it go to claims if I put in the hub request?
[AGENT][NEUTRAL] I mean, is she initially asking about a claim?
[CUSTOMER][NEUTRAL] Oh no I guess it would be billing um I just couldn't remember where the, I think I've only ever used claims research so I didn't know if billing had one too.
[AGENT][NEUTRAL] Yeah, for, yeah, um, uh, OK, I, I, I don't know what's going on with this group. Yeah, this, um, send a hub request because, um, this, this group needs to be looked at because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's not a um.
[AGENT][NEUTRAL] There's not a future lapse date on the lady's policy.
[AGENT][NEUTRAL] And so,
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Something's working get premium rolling correctly.
[AGENT][NEUTRAL] OK, so there was a future lapse state insured called about policy lapse laps due to age out, but insured would like to keep policy. OK, so this might actually be a customer service issue.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so according to the notes on the policy.
[AGENT][NEUTRAL] Her life policy is expired and explained that a letter was sent with this info. She hasn't gotten it yet, but we do have the correct address. She wanted more info on continue transfer to London customer service, so this.
[AGENT][NEUTRAL] So her policy.
[AGENT][NEUTRAL] I don't know why it's still active, um, or actually let's see.
[CUSTOMER][NEUTRAL] Yeah, she kept saying she kept getting kicking kicked out of it and um she wanted to keep it.
[CUSTOMER][NEUTRAL] But I wasn't able to see, she's saying she's still getting paid for it or still paying for it.
[AGENT][NEUTRAL] Yeah, this is gonna be, this is gonna be a customer er well this is gonna be a customer service issue, um, because if she's wanting to continue it on her own, um, it'll need to come off of the group deal, um, so she won't be able to pay it with at the group level, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] I, I would recommend getting customer service on the phone because um.
[AGENT][NEUTRAL] I'm not seeing
[AGENT][NEUTRAL] I'm not seeing who actually reactivated the policy, um.
[AGENT][POSITIVE] But customer service has been.
[CUSTOMER][NEUTRAL] OK, yeah, I think I have to put in a hub request because I don't think we're allowed to to call them, um, but I can put in a hub request for it.
[AGENT][NEUTRAL] Yeah, and in the meantime, I'm gonna try to figure out what's going on and why it's, how, how it's still active at the moment.
[AGENT][NEUTRAL] Um, but yeah, I.
[CUSTOMER][NEUTRAL] Alright, so do you want me to transfer her or just let her know that we'll call her back?
[AGENT][NEGATIVE] Yes, customer service is gonna end up having to call her back because.
[AGENT][NEUTRAL] If she's wanting because according to the notes the policy cannot be active at the group level.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From what I'm reading on the notes.
[CUSTOMER][NEUTRAL] OK, um, so I will just, um, put in the hub request and have her, um, expect a call back. I don't need to transfer her to you, correct?
[AGENT][NEGATIVE] No, ma'am, cause there's nothing I can do for her.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, that's OK um thank you for helping me with that. I'll let her know.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][NEUTRAL] OK.