AccountId: 011433970860
ContactId: 40225bb4-b7ea-4f18-8a54-0cdcc3b12231
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328820 ms
Total Talk Time (AGENT): 100872 ms
Total Talk Time (CUSTOMER): 80057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/40225bb4-b7ea-4f18-8a54-0cdcc3b12231_20250414T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi I was wondering if you could um check out my account um I have a few questions about the bill, please.
[AGENT][NEUTRAL] OK. Uh, do you have your account number?
[CUSTOMER][NEUTRAL] Um, do you need the group number?
[AGENT][NEUTRAL] Uh, would be your policy er number?
[AGENT][NEUTRAL] Or is, are you with the, is this for yourself as an individual or is this a group or are you OK, OK.
[CUSTOMER][NEUTRAL] No, it's a group.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] 26484.
[AGENT][POSITIVE] OK, thank you
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, do you have the address of the group?
[CUSTOMER][NEUTRAL] Pain, uh, what do you need again?
[AGENT][NEUTRAL] Address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what was your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, so two things, do you, do you show, um.
[CUSTOMER][NEUTRAL] A member [PII] is being removed.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEGATIVE] Because she should have been removed removed last month.
[AGENT][NEUTRAL] Yeah, it looks like I still have her on the policy.
[AGENT][NEUTRAL] Did you, uh, go to our portal and remove her?
[CUSTOMER][NEUTRAL] I, I know, I never log in, um, I know my my benefit specialist sent an email to have her removed or I don't know how they removed her.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, do you know when that email was sent?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It should have been
[CUSTOMER][NEUTRAL] Like [PII], um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. Somewhere around the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I don't show her.
[CUSTOMER][NEUTRAL] Because her last day was like the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No it wasn't it was even before then I think um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, she should have been, uh, she should be off the policy by now if that's when you sent it. Um, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because their turnaround time is typically 24 hours, 24, 48 hours. Um, let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] able to send another email. Do you know if she sent that to the care team at [PII], is that correct? Or do you know?
[CUSTOMER][NEUTRAL] Uh, I'm gonna have to contact them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you can send another email, that would be great. Um, we just have to have that in writing, of course. So, um, which again, that's [PII].
[AGENT][NEUTRAL] Um, and then we can.
[CUSTOMER][NEUTRAL] Hold on a second, I'm pulling it up now.
[CUSTOMER][NEUTRAL] Would I be able to um.
[CUSTOMER][NEUTRAL] Make the payment minus her.
[AGENT][NEUTRAL] Um, you know, I'm not quite sure about that. Um, I can get you over to our group billing though and give them all the information and then they can check that for you.
[CUSTOMER][NEUTRAL] Oh, that's all right. Let me just get this taken care of first because I'm, it's not doing for another few weeks anyway, right?
[AGENT][NEUTRAL] Yeah, I can't I don't see the due date on here. Let's see.
[AGENT][NEUTRAL] I don't have access to all the billing screens, so, um, yeah, I don't see the due date on here. Again, I can get you over to our group billing, um.
[AGENT][NEUTRAL] Do you want me to transfer you over?
[CUSTOMER][NEUTRAL] Um, no, that's OK, I'll call back.
[AGENT][NEUTRAL] OK, um, anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye