AccountId: 011433970860
ContactId: 20439ad5-12e6-4fc6-88ce-03cc408847ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 602200 ms
Total Talk Time (AGENT): 306856 ms
Total Talk Time (CUSTOMER): 197620 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/20439ad5-12e6-4fc6-88ce-03cc408847ca_20250128T18:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], the Human Resources director for Custer County, Colorado.
[CUSTOMER][NEUTRAL] Um, we have a few of our employees who have voluntary insurances with you, um,
[CUSTOMER][NEUTRAL] Trying to get caught up, um, been in the position since February and I'm just now learning.
[CUSTOMER][NEUTRAL] That, that the county offers your voluntary benefits um.
[CUSTOMER][NEUTRAL] Trying to figure out
[CUSTOMER][NEUTRAL] One where the invoice where the um.
[CUSTOMER][NEUTRAL] So we're with getting you paid. I'm just now finding some invoices don't know if they've been paid, um, I get set up so.
[CUSTOMER][NEUTRAL] Um, talk with our account rep, all that kind of stuff, so.
[AGENT][POSITIVE] OK, so how can I help you today?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Like I just explained to you, that's where I'm at. I need to speak with someone regarding the the counties.
[CUSTOMER][NEUTRAL] Policies with you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the employees and the benefits and the premiums and invoicing and.
[CUSTOMER][NEUTRAL] Because I've been here since February and I'm just now learning that you even exist as a benefit provider.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] So I'll leave you with that and you tell me where I need to go.
[AGENT][NEUTRAL] OK, so first off what I'll need to do before I can get you connected to anyone else will be to pull up the group's information and verify some things with you first for security purposes. So [PII], what is a good call back number for you if we were to get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, group number is 12812.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So one moment please while I get the group.
[AGENT][NEUTRAL] Information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, I'm gonna need to verify, as I said some things with you for security. So if you could first please verify the mailing address for the group.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number, the primary number that we would have on file for the group, it's different than the one you gave me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have no idea what you have.
[AGENT][NEUTRAL] OK, your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so first off, I will need to give you an email address, [PII], so that you can send in an email to have the phone number updated.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] Uh, the email that you will send that to is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] [PII] uh-huh.
[CUSTOMER][NEUTRAL] Oh, [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM then [PII] spelled out.
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then give me a reference the group number and then ask to update the phone number.
[AGENT][NEUTRAL] Uh-huh. So whatever it needs, whatever needs to be the primary number, if that's the number that you gave me is your callback number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on this, on this group, I do show that there are 3 employees that have this coverage.
[CUSTOMER][NEUTRAL] Yes, that's what I see on this invoice for December.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um, [PII], her last day was [PII].
[CUSTOMER][NEUTRAL] And so I don't know how to.
[CUSTOMER][NEUTRAL] Take her off of the billing and then I wanna confirm the billing so I can see that what's being deducted from payroll matches your invoices because like I said I have no documentation record file.
[CUSTOMER][NEUTRAL] Of anything that says your name on it.
[AGENT][NEUTRAL] OK, and I can see that they have all had their policies, the people that have had, that have policies with us have had them for a number of years now, the three people, dating back to '07 for one of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now what I can do is I can connect you with a member of the actual billing department here since you're not familiar with APL at all [PII], um, and they can go over any of the detailed billing questions with you if you would like for me and you won't have to re-verify the group's information. I will let them know that you're gonna be sending an email to have the um phone number updated for the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then update contact information and payroll information and all of that.
[AGENT][NEUTRAL] So would you like for me to do that? Uh-huh. Yes, now we.
[AGENT][NEUTRAL] Yes, because we do have you listed as the contact for this group.
[AGENT][NEUTRAL] You are listed as a contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email is address on on it's the phone number that you weren't able to verify that you said you wouldn't have any active, any idea what that would be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Let's see, um.
[AGENT][NEUTRAL] We also have a couple of other contact, well.
[AGENT][NEUTRAL] And I do see that your email is also tied to our online service center portal.
[CUSTOMER][NEUTRAL] OK. I don't.
[AGENT][NEUTRAL] Are you able to sign in with that? Are you not familiar with that either?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, well, we're gonna get you taken care of today, [PII], um, and they will go over because I can see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The name that was, oh, I'm trying to see what the name was.
[AGENT][NEUTRAL] Was there a dawn?
[AGENT][NEUTRAL] There before you maybe?
[CUSTOMER][NEUTRAL] I don't know that name.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, but I can see your email address. So yes, sir, they will be able to further assist you and again, you're not gonna have to re-verify anything. I'll give them the group's number and let them know the reason for the call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, thank you again for calling APL. I hope you have a very nice afternoon and if you'll give me just one moment, I will transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, so you're welcome.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL, this is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm all right, thank you. So I have the admin for group number 12812, and that's [PII].
[AGENT][NEUTRAL] And this is [PII] on the line.
[AGENT][NEUTRAL] He's just needing to ask some overall general billing and how to questions. Um, he says he's been the admin for this group since February of this past year, but he has just now even discovered who APL is.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, right, OK, so in the
[AGENT][NEUTRAL] In the online service center?
[AGENT][NEUTRAL] His email is tied to a user name [PII]
[CUSTOMER][NEUTRAL] Which is probably the um farmer, yeah.
[AGENT][NEUTRAL] Former admin.
[AGENT][NEUTRAL] But anyway, he knows nothing about that either. I just noticed that when I was looking at the group's information. Now the phone number that's the prime that we have an EMPL for the group, he wasn't able to verify that with me, so I gave him the care team's email and told him that he needs to send in the request to have the primary contact phone number updated and he said he, and he's gonna do that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The other is just general um billing and how to questions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can send it to me.
[AGENT][NEUTRAL] All right, here. Uh, let me give you the phone number he did give me. It's gonna be in my note, but he, he said his callback number would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] All right, well thank you much. So here comes [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thanks.
[AGENT][NEUTRAL] All right, bye bye