AccountId: 011433970860
ContactId: 00062712-f18d-4040-acd6-157d9a156322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1107880 ms
Total Talk Time (AGENT): 305114 ms
Total Talk Time (CUSTOMER): 297831 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/00062712-f18d-4040-acd6-157d9a156322_20250611T13:21_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. I have a question. I'm calling from Nevalymianti USA. My name is [PII], and our group number is 27008.
[CUSTOMER][NEUTRAL] I have a question regarding billing.
[CUSTOMER][NEUTRAL] So I was just able to create a new account and I was able to see our invoice for June.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, my question is, so one of the employees we terminate him as of [PII], but I see the charge for him and when I click on his name I am able to delete the entry, so what should I do? delete him or like just pay and you guys gonna reimburse me?
[AGENT][NEUTRAL] Um, well,
[CUSTOMER][NEUTRAL] Because I never did adjustment on my end to be honest.
[AGENT][NEUTRAL] OK, um, well, first, let me go ahead and verify you and then I can look and see if he's terminated on our end, um, and then we can go from there. Yeah, then may I have a good contact number in case we're disconnected? Um, you've already given me the group name and then just the address and your email address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] OK, it's going to be 954.
[CUSTOMER][NEUTRAL] 5857041.
[CUSTOMER][NEUTRAL] And my email address is [PII]. It's my.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Oh, OK, do you want me to spell it or you got the email address?
[AGENT][NEUTRAL] No, I have it here. I was just letting you go through the, to verify.
[CUSTOMER][NEUTRAL] OK, you got it. What, what else you need? OK.
[AGENT][NEUTRAL] Alright, so you've already given the phone number and the email address, just your physical mailing address.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, physical mailing address. OK, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the member's first and last name that should be terminated?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, his name is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And since we're entering his account, can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] OK, uh, let me, let me go to his profile.
[CUSTOMER][NEUTRAL] Employees.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, so his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. So looking at the account, um, no, we weren't notified to terminate the policy. So you can either there on the online service center where you see it, you can do it there, um, and then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] It would be adjusted on the next um invoice.
[CUSTOMER][NEUTRAL] So when I
[CUSTOMER][NEUTRAL] Oh, so this invoice where I'm gonna go ahead and pay.
[CUSTOMER][NEUTRAL] And then next one it's gonna be adjusted so.
[AGENT][NEUTRAL] Yes, and I'll double check on that for you. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright let's go call and OK, check.
[AGENT][NEUTRAL] Lord.
[AGENT][NEUTRAL] Where are the
[AGENT][NEUTRAL] Uh yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, you there?
[CUSTOMER][NEUTRAL] Hi
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. So you would um go ahead and delete him on the online service center and then the June invoice you would pay it without his total. So deduct whatever his total is from the total bill and just pay that amount and then July everything will be even. He won't be on there and there's nothing owed.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so because first time on the adjustment and it's OK, right, uh, even though our broker didn't notify you because I told them [PII] that we terminate the employment as of [PII], so it should be fine, right, even though I do on my end this adjustment.
[AGENT][NEUTRAL] Yes, I just spoke
[CUSTOMER][POSITIVE] We're not gonna have any issues, right?
[AGENT][NEUTRAL] Yes, I just spoke with group billing and they advised me of that.
[CUSTOMER][NEUTRAL] OK, so let me actually try to do that while you're on the phone, so I just click on the employee and it says.
[CUSTOMER][NEUTRAL] Uh, adjust a month or delete entry, so can I just delete because I'm not gonna be able to adjust the amount, I guess.
[CUSTOMER][NEUTRAL] It has to be 0 since we um terminated him, so what do I do?
[AGENT][NEUTRAL] Um, you can put adjust the amount.
[AGENT][NEGATIVE] And or if you delete him, it should delete the amount as well.
[CUSTOMER][NEUTRAL] OK, so let me do do it.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says, are you sure you want to remove this entry and then I say yes and submit.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So go ahead and submit like that.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submit.
[CUSTOMER][POSITIVE] OK, success.
[CUSTOMER][NEUTRAL] So when I go to.
[CUSTOMER][NEUTRAL] Hm, I still see him.
[CUSTOMER][NEUTRAL] On June
[AGENT][NEGATIVE] Well, that's deleting him, that's deleting.
[AGENT][NEUTRAL] What you just did was terminating him from the group. He's still on the invoice because the invoice has already been printed. That's why you're just gonna deduct whatever his total is from your total bill.
[AGENT][NEUTRAL] Let me pull up the invoice hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The amount didn't change it's still the same the same invoice amount.
[AGENT][NEUTRAL] Right, well, the invoice has already been generated, so that's not going to change. You're just gonna pay it. Hold on one moment, let me pull up the invoice so I can see it with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his amount, OK, so under his name, his total.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] is $98.94. So your group total, let me get the calculator. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just for the call, the information provided is a verification of benefits, not a guarantee of payment. So your group bill is $5,577.64. So deduct [PII]'s amount, which is $98.94. So you're going to pay $5,478.70 for June.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so how I'm gonna do that because I see the invoice amount still 5577 64, then I, I think I need to submit the invoice.
[CUSTOMER][NEUTRAL] Right, so it's gonna uh adjust the amount or how it works?
[AGENT][NEUTRAL] Hold on one moment. Let me see if, you know what, let me see if there's a group billing representative available um so that they can help you more in detail because I don't want to give you the wrong information and I'm not sure how the group billing side is altogether. Um, before I do that though, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, the only issue is with the billing paying and, uh, removing the person.
[AGENT][NEUTRAL] All right, hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] I'm OK. How about yourself?
[AGENT][POSITIVE] I'm doing good. Um, I have a group admin on the other line, um.
[AGENT][NEUTRAL] Do you want the group number first?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it's, uh, oh wait a minute, that's the, hold on one second, sorry.
[AGENT][NEUTRAL] It's 27008.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I went on the chat, um, and [PII] and [PII] helped me and I told the, um, I told her what I'm trying to get to the chat, so I kind of explain it to you. Basically, there's a, oh, you did? OK. So I told her everything and then she's on the online service center, but she says she doesn't see a place to adjust the bill to where she can pay just the
[CUSTOMER][NEUTRAL] No, I've seen it. It's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, she
[CUSTOMER][NEUTRAL] She would have to click on his individually and like on his policy number and then it would come up to adjust and she would just put a 0 in and then put you know that he's termed as a comment because she has to put a comment in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait, so that
[CUSTOMER][NEUTRAL] Um, I tell you what is.
[AGENT][NEUTRAL] She must have did the other option then because she told me there were two options and I said, well, go ahead and click adjust and she said, well, what is the amount? I said, well, you would just put 0 there.
[AGENT][NEUTRAL] And then she said, OK, but I still see them. So then maybe she clicked the other option.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Well, yeah, he's gonna be there.
[AGENT][NEUTRAL] Because I was like, well, the bill's already been printed.
[CUSTOMER][NEUTRAL] It's he's still gonna be there. It'll show 0 though.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Um, so how do you want me to?
[CUSTOMER][NEUTRAL] Is it, is it [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm gonna, I'm gonna let her know that we're gonna send her excuse me, a um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A user guide, but yeah, it the, the person's policy will still be there. It just show a zero amount due.
[AGENT][NEUTRAL] OK, she must have clicked the other one because I told her to put 0.
[AGENT][NEUTRAL] And um, OK, so just let her know that we'll send, I, I can send, send it.
[AGENT][NEUTRAL] Um, send her a user guide.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, for the user group for it's, it's called um for for groups it's like hold on me see what it says user using the OSC for groups.
[CUSTOMER][NEUTRAL] Excuse me, I'm sorry, I got my throat.
[AGENT][NEUTRAL] OK, I think I have the newest, it's OK. I think I have the newest copy, but um so I'll send that to her, but can you still speak to her since she's, she's asking to speak to someone, so she, she's on there trying to do it now.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, well, I'll go ahead and send it to her. Yes.
[CUSTOMER][NEUTRAL] And is it [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one second.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oops, and then alright here we go, hold on, [PII].
[AGENT][NEUTRAL] Hello, you there?
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Hi