AccountId: 011433970860
ContactId: 0510b811-9b41-467d-96cc-66116938fb48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333160 ms
Total Talk Time (AGENT): 119835 ms
Total Talk Time (CUSTOMER): 145527 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/0510b811-9b41-467d-96cc-66116938fb48_20250401T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEGATIVE] I'm doing good. I have a um NAS agent and I don't know who that is in the background. But they have a um member that's supposed to be, they say it's supposed to be terminated as of [PII]. I don't see any notes in there. They're not really giving me much information when I ask questions. They say I should already have it. And they just wanna get, talk to somebody because the person is supposed to be terminated.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Um, it is 17021.
[AGENT][NEUTRAL] And did they give you an intragenine?
[CUSTOMER][NEUTRAL] Mhm, I have the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 250-7730.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Let me see what we got last week.
[AGENT][NEUTRAL] Come on, [PII].
[AGENT][NEUTRAL] Um, please need the status of that. That is still showing on the latest bill from APL with dependent. Please confirm me.
[AGENT][NEUTRAL] Well, we, it looks like we just got the email.
[AGENT][NEUTRAL] But it doesn't say when the.
[AGENT][MIXED] Term was effective but it's still not even look like I don't even know who that is.
[AGENT][NEUTRAL] Um, and who's, uh, who's on the phone?
[CUSTOMER][NEUTRAL] So we're speaking with [PII].
[CUSTOMER][NEUTRAL] Um, she's with the agent's office and it may be the broker in the background. I, I don't know who he, he just started talking. I, he never said who he was, just, we went through all the normal protocol. We just need him terminated and I'm like, OK. So they're not giving me much information.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can send them to me.
[CUSTOMER][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Hello. Thank you so much for holding. I have [PII] on the line and she'll be assisting you all further, OK? OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Like she said, my name is [PII] and
[AGENT][NEUTRAL] Um, y'all are calling in regards to a policy that should have been termed effective 111, is that correct?
[CUSTOMER][POSITIVE] This is correct. Yes, ma'am.
[AGENT][NEUTRAL] OK, um, I'm looking at it and the only type of correspondence we've received.
[AGENT][NEUTRAL] Um, was last Thursday, um, and it just simply says,
[AGENT][NEUTRAL] Uh, please need the status of the participant [PII] with the CMIP group, blah blah is still showing on the latest bill from APL with the dependents. Please confirm his termination of coverage.
[CUSTOMER][POSITIVE] This is super correct.
[CUSTOMER][NEUTRAL] Correct. That's why when we received the billing, the last billing, we saw that his name is still showing and this is the reason that we sent the status asking for the status of this participant.
[AGENT][NEUTRAL] OK, so, um, with that being said, there's not anything in this email letting us know what the actual termination date is.
[CUSTOMER][NEUTRAL] I answered back and I told you November now you start telling me November. How did you know?
[AGENT][NEUTRAL] So what
[CUSTOMER][POSITIVE] When they ask when do you need the date of termination, you can go back to the email. OK, but listen, we can have this argument forever and ever. Let's get him terminated and issue a credit. Thank you very much.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Um, yeah, I'm here. OK, I, uh, the, we'll get the policy terminated.
[CUSTOMER][POSITIVE] This is the agent, ma'am. This is the agent, ma'am. Yes, he's right, because you know we're like following all the time. So to please take care of it and let it be 10 minutes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] moving forward, the group needs to reconcile their invoices each month.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And then we can keep from something like this coming back.
[CUSTOMER][NEUTRAL] Listen man, how long has this case been in the books?
[AGENT][NEUTRAL] I don't know. Um, this particular policy has only been effective since July of last year.
[CUSTOMER][NEUTRAL] Oh, well, you better
[CUSTOMER][NEUTRAL] I'm sorry, this, this particular group has grown exponentially, and it's been on the books for over 10 years. Right now, there's almost 45+ people. Thank you very much. Should we take the business somewhere else?
[AGENT][NEUTRAL] No, we're just simply asking that the group reconcile their invoice each month.
[CUSTOMER][POSITIVE] OK, just reminding you and asking you that we can always take our business somewhere else.