AccountId: 011433970860
ContactId: 0b29a39f-d830-4fbc-80bf-2f79b7b95238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108180 ms
Total Talk Time (AGENT): 46882 ms
Total Talk Time (CUSTOMER): 56738 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/0b29a39f-d830-4fbc-80bf-2f79b7b95238_20250327T15:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII]. I'm with the town of Miami Lakes.
[CUSTOMER][NEUTRAL] Um, uh, and I'm, I'm the administrator for the group plan.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, and, and I'm having um trouble I said to call this number because I'm trying to, on one of the employees I'm trying to terminate the spouse and make him employee only.
[CUSTOMER][NEGATIVE] Um, and it's not allowing me to do so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I said to call this number.
[AGENT][NEUTRAL] Um, yes, some changes have to go through, um, our, um, internal process and they require premium changes and even more of it and retroactive. Um, so as for the termination.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It can go, um, you can send it through the care team email and we will go ahead and process it.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, um, what is the email?
[AGENT][NEUTRAL] That will be care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, just is to remove, um, yeah, so just tell them there I, I need the spouse removed um she um due to uh death. So, um, they, so, so, and then for [PII], I guess he becomes employee only on the plan. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, yes, yes, that will work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, no problem.
[CUSTOMER][POSITIVE] Thank you so much. Um, I will do that right now. Thank you. Bye-bye.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][POSITIVE] All right, have a nice day. Bye.