AccountId: 011433970860
ContactId: 2721d1a9-da7b-4d5b-9164-3237d053c73d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320679 ms
Total Talk Time (AGENT): 96895 ms
Total Talk Time (CUSTOMER): 94874 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/2721d1a9-da7b-4d5b-9164-3237d053c73d_20250428T16:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, this is [PII]. I need to make a payment.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEGATIVE] Uh yes, it's 26484. There should have been a member removed um [PII]. I just, it wasn't removed. She wasn't removed.
[CUSTOMER][NEUTRAL] Last time I checked, so I wanna make sure she's removed before I make the payment.
[AGENT][NEUTRAL] Uh, do you have that member's name?
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Uh, I'm sorry, what was the last thing?
[CUSTOMER][NEUTRAL] Um, AMPO Ample.
[AGENT][NEUTRAL] OK, uh, don't show them in the system um as active.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure because the invoice that I have for April has her on it and she was on it in March also but she should have been removed.
[AGENT][NEUTRAL] OK, let me look at her account real quick and see what the term date was.
[AGENT][NEUTRAL] Do you have her policy number by chance?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry um.
[CUSTOMER][NEUTRAL] Is that the ID number?
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][POSITIVE] Yep, I do.
[CUSTOMER][NEUTRAL] B 663 1.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I, OK, sorry about that.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Up real quick. Give me one moment.
[AGENT][POSITIVE] OK, it looks like, yes, we got her terminated and that was effective.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, but you said there was no adjustment on the bill, is that right?
[CUSTOMER][NEUTRAL] No, I haven't seen any.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Um, can you verify your callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you have the address of your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, yeah, so we do have terminated. I'm not sure about the adjustment on the invoice, so let me, I'm gonna get you over to our billing department and they can help with that. Um, you mind if I get you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] on the care team. I've got a group uh contact on the line that wants to get her invoice taken care of.
[CUSTOMER][NEUTRAL] Alright, do you have a group number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, and who's on the phone?
[AGENT][NEUTRAL] [PII], and then I've got her call back.
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right and is the callback number the same as in the system?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, and everything else has been verified?
[AGENT][NEUTRAL] Uh, she had a question on we got a member terminated, um, and I think we did like a retro term back to [PII], so she's questioning um on her invoice, um, that member.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Why they're still being charged, so.
[AGENT][NEUTRAL] You want that name of that member?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I can pull it up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Come on, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and [PII].
[AGENT][POSITIVE] Yeah, [PII], yep.
[CUSTOMER][NEUTRAL] All right, send it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], I've got [PII] on the line. She's gonna assist you with your invoice, OK?
[CUSTOMER][POSITIVE] OK, thanks so much I appreciate it.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh, she said my name is [PII] and I'll be assisting.