AccountId: 011433970860
ContactId: 0c967996-9688-4d5c-abf9-fe19f843f965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457140 ms
Total Talk Time (AGENT): 145956 ms
Total Talk Time (CUSTOMER): 203137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0c967996-9688-4d5c-abf9-fe19f843f965_20250613T16:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling on behalf of the group Intracare Health Services. The group number is 26644.
[AGENT][NEUTRAL] OK. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII], and I'm calling from Centerstone Insurance. We're the general agent for this group.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, may I have a callback number just in case we get disconnected?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] Um, I was calling to update the employer contact and administrator for this group.
[CUSTOMER][NEUTRAL] The current, well, we're replacing [PII] with [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Let's see, I do see [PII] here, um.
[AGENT][NEUTRAL] So you just need to remove [PII].
[CUSTOMER][NEUTRAL] Yeah, he's no longer employed with the company.
[AGENT][NEUTRAL] OK, alright, let me check and see what are gonna be the steps for that. One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And you said [PII] is currently um shown as a benefit admin?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] And the group contact, correct?
[AGENT][NEUTRAL] She's under the group contact, correct. Mhm. Yes, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I need to transfer you to um this resources. OK, one moment, OK.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good, I'm good. Um, I have an agent on the line, um, and he's needing to, he said he's needing to remove a contact person, um, and he, she, she, it's a she, she needed to get some information on how to do it. Um, I pulled the information I got in Guru, but I don't see that um we have any instructions to remove.
[CUSTOMER][NEUTRAL] Yeah, they just um I mean I can tell her but just for a future they just have to send us an email so we have documentation and so we know that it's not anything yeah like over the phone and they're not doing anything funny type situation but yeah just the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is it to the care team or is it to sales?
[CUSTOMER][NEUTRAL] Um, it, yeah, if it's, uh, you could do it to [PII] and then we just forward it to, um, I think billing actually is the one who or customer service somebody there's a, a drop down in the hub of um how to change it like with the option to change a contact I think it's billing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, so you think we just create a hub or we just tell them to send an email?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, but
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, we still need to send in we still need the email though so that like we know that it's like legit basically we just wanna make sure that like yeah it's not like a fraud situation and they're trying to do funny business and take a group contact off and stuff but yeah it's it goes to billing when we get that email and it's just the option of group contact address phone email update but yeah I mean I can talk to her if you want me to.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, yeah, I'm gonna go ahead and transfer this one and I'm gonna go ahead and just get the information for the next one, so I went ahead and make a little note. OK, thank you so much. I'm gonna go ahead and put her through. Um, her name is [PII] and she said she's calling from the agent's office. She did verify some information about the group, OK? And she did say that she's saying to terminate or
[CUSTOMER][NEUTRAL] Or you can whatever.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, get, um, [PII] out and get [PII] in which [PII] is already listed, so I guess she just needed to remove [PII], OK? Um, do you need the group number or did I give that to you? I don't know if I did.
[CUSTOMER][NEUTRAL] Uh, yeah, give me the group number and all.
[AGENT][NEUTRAL] OK, 266-44.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, here she comes and thank you, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for holding and being patient for you, Miss [PII]. I got Miss [PII] on the line on the broker resources. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, it's [PII] how are you?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm good and you?
[CUSTOMER][NEUTRAL] I'm well thank you um so I was just saying that you needed to remove a group contact from.
[CUSTOMER][NEUTRAL] [PII] I believe.
[CUSTOMER][NEUTRAL] Yes, Intracare Health Services, um, [PII] should be removed. He's no longer employed.
[CUSTOMER][NEUTRAL] OK, um, we just need an email for documentation purposes, and we'll get this submit the request submitted to our billing department and they'll take off, um, [PII] as a contact.
[CUSTOMER][NEUTRAL] OK, and should I just send it to [PII]?
[CUSTOMER][NEUTRAL] Uh, you can send it to [PII]
[CUSTOMER][NEUTRAL] So for [PII].
[CUSTOMER][NEUTRAL] [PII] a [PII].
[CUSTOMER][NEUTRAL] OK. And um just to confirm, [PII], [PII] shows as a contact already, correct?
[CUSTOMER][NEUTRAL] She she shows us a contact but it's still [PII]'s email address so in the email will you just um.
[CUSTOMER][NEUTRAL] Include [PII]'s name along with her email address so that it can be updated.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Um, and can I get a reference number for this call, please?
[CUSTOMER][NEUTRAL] Uh, we don't have anything like that. You can just put Morgan [PII] was helping you.
[CUSTOMER][NEUTRAL] OK, [PII]