AccountId: 011433970860
ContactId: 2bd9bbb7-420d-4580-adc0-4e613ac4aa01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 441920 ms
Total Talk Time (AGENT): 163096 ms
Total Talk Time (CUSTOMER): 178266 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2bd9bbb7-420d-4580-adc0-4e613ac4aa01_20250404T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service. I have Ms. [PII] with City of [PII].
[CUSTOMER][NEUTRAL] Um, she is not the contact, uh, person, but she verified everything. She just said that, um, they work together. She's a generalist, um, for the group as well, um, and she's calling because she wants to terminate, um, an employee on the online service center. Is that something that you can help her with? I'm not quite familiar with that section.
[AGENT][NEUTRAL] Sure you can send it to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] And the callback number is the same one that she's calling from.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] with the City of [PII], and I have an employee that wants to be um deleted. He wants to drop the APL supplement insurance, and I haven't done it before. I'm in the portal, but I've never done it, so I need to be walked through that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can definitely help you with that. Um, so what is the termination date of the insured?
[CUSTOMER][NEUTRAL] He wants to terminate it as of yesterday, which was [PII].
[AGENT][NEUTRAL] [PII] so it'll be effective [PII].
[AGENT][NEUTRAL] OK. So, um, uh, let me get my.
[AGENT][NEUTRAL] Let me find my cheat sheet on how to do that. Um, I've never done it when there's not been an invoice you can do it too, so hang on one second.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] All right. Bear with me, [PII], and let me definitely get you fixed up here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] Oh, come on. All right, so.
[AGENT][NEUTRAL] What you'll do is um under my employees.
[AGENT][NEUTRAL] Do you see my employees?
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] I see home and I see employees.
[AGENT][NEUTRAL] OK, click on employees.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And find the um insured's name.
[CUSTOMER][NEUTRAL] OK, um, let's see.
[CUSTOMER][NEUTRAL] So I got employee list, OK, so I'll file his name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, [PII], OK, I clicked on his name.
[AGENT][NEUTRAL] OK, and then,
[AGENT][NEGATIVE] You will, well, of course it's not showing me what to do next on here.
[AGENT][NEUTRAL] OK, um, click on.
[CUSTOMER][NEUTRAL] Do I hit update benefits?
[AGENT][POSITIVE] Yes, let's try that.
[CUSTOMER][NEUTRAL] OK, the update benefits.
[CUSTOMER][NEUTRAL] And that says.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] My late coverage family effective.
[CUSTOMER][NEUTRAL] Uh, process correction. I mean you may send a corrective override to the employment.
[AGENT][NEUTRAL] What, what are the options once you hit update benefits?
[CUSTOMER][NEUTRAL] OK, so I have administrative corrections. This is as a HR or broker user you may submit a corrective override to the enrollment to remove an employee or dependents.
[AGENT][NEUTRAL] OK, yes. Yes, ma'am.
[CUSTOMER][NEUTRAL] Do I hear that?
[CUSTOMER][NEUTRAL] Alright, process select.
[CUSTOMER][NEUTRAL] Employee enrollment override correction A and dependent, OK.
[CUSTOMER][NEUTRAL] Let's see if that does it. Let's see.
[CUSTOMER][NEUTRAL] Begin with the override effective date.
[AGENT][NEUTRAL] And it'll be 51.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 51.
[CUSTOMER][NEUTRAL] OK, and so this has benefits GA Medical Medin 6, and it has a box where I can check drop. I hit drop.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] And hit save.
[CUSTOMER][NEUTRAL] Employee coverage has been removed. So does this remove all his dependents also?
[AGENT][NEUTRAL] Yes, it will terminate the policy. Um, and let me look on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My end real quick.
[AGENT][NEUTRAL] And it might be something I can't see until it goes through the nightly process.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, well, it's [PII], I don't know if he's a a junior or not. Let me see. I think he is. Let me double double check.
[CUSTOMER][NEUTRAL] Let's see, [PII].
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, all right, and you should have gotten um like a confirmation um that it was processed. Did you get that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Through email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Not yet. Mm mm.
[AGENT][NEUTRAL] OK, and it may might want to check with uh [PII] because it might have gone to her email.
[CUSTOMER][NEUTRAL] OK, yeah, so she's the point of contact.
[AGENT][NEUTRAL] Yes, ma'am. Um, but I'm also gonna make a note on my end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I'm gonna make a note on my end uh to double check it um later on today um or Monday to see if it updated in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright well I thank you for this. I'm gonna try to take some screenshots so I can notice this in the future.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] All righty. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, you, I'm all good, thank you so much you've been a big help.
[AGENT][POSITIVE] All right. No problem and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I may.