AccountId: 011433970860
ContactId: 03d06902-628c-48c1-adeb-7bdd6ad19133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226050 ms
Total Talk Time (AGENT): 82306 ms
Total Talk Time (CUSTOMER): 119500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/03d06902-628c-48c1-adeb-7bdd6ad19133_20250303T16:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, Ms. [PII]? This is [PII]. I'm calling you with Benefit Mall. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm calling you in reference to group number 26647.
[AGENT][NEUTRAL] OK, and how may I assist you with the group?
[CUSTOMER][NEUTRAL] OK, so we actually submitted a request to terminate a member.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or an employee more like it. Uh, her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She was, she was supposed to be terminated, uh, [PII].
[CUSTOMER][NEUTRAL] An employee and a spouse uh were supposed to, well, actually her dependent, [PII] was supposed to be terminated. Uh, everybody else was supposed to stay in the, in the plan, but we have not heard confirmation of the termination for the dependent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just wanted to confirm that the termination for the dependent was processed.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Oh, sure, I can definitely confirm um the termination of the dependent for you and [PII], um, well you already gave me the group number. Can you um
[AGENT][NEUTRAL] So are you calling on behalf of the group or like you're a provider with the group?
[CUSTOMER][NEUTRAL] No, I am a broker GA.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] OK. Can you um verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure thing. Uh, the name of the person is [PII] is the name of the employee.
[CUSTOMER][NEUTRAL] And let me see if I can get you more information because this is through uh.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEGATIVE] I gotta go somewhere else to get do everything else.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so her name is [PII] as the employee.
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the one that we're terminating is [PII]. And his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And I am showing um that [PII] is no longer active as of, let me see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, perfect. Would you be able to give me some sort of confirmation for that termination please? or a reference number?
[AGENT][NEUTRAL] Um, I can give you a reference number. I'm just reading off the notes on the chart that it was done.
[CUSTOMER][POSITIVE] Oh, that's that's perfect. No, that's perfect.
[AGENT][NEUTRAL] OK, um, so there's, there's really no call reference number, but you can use my name, which is [PII], first initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK, perfect. Thank you, Ms. [PII]. So [PII]. OK, perfect. So in the, in the plan, there's gonna be mom, dad, and another child left in the plan, correct?
[AGENT][POSITIVE] You're welcome [PII] with
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, mom, dad, and [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I really appreciate you.
[AGENT][NEUTRAL] You're welcome. You're welcome. And what was a good contact number for me to write down?
[AGENT][NEUTRAL] Thought I got it, but I didn't write it down.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for that, and [PII], was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's everything. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you have a good one.
[AGENT][NEUTRAL] You too bye bye.