AccountId: 011433970860
ContactId: 411c047f-1c8d-4e7c-b8e2-df242881164a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238160 ms
Total Talk Time (AGENT): 92216 ms
Total Talk Time (CUSTOMER): 115685 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/411c047f-1c8d-4e7c-b8e2-df242881164a_20250529T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's K and care team. How are you doing?
[AGENT][NEUTRAL] Oh, I'm OK. How about you?
[CUSTOMER][POSITIVE] Good. You sound like you're tired, ready to go.
[AGENT][NEUTRAL] Yeah, it's close to it and, yeah.
[AGENT][NEUTRAL] What's up, doll?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, um, I have a group admin on the phone, um.
[CUSTOMER][NEUTRAL] She is stating that this insured had retired as of [PII], and she was wondering if she can take him off the invoice. She did say that he paid uh for June, but um she's wanna know if they can take him off the billing since she's gonna pay for June I'm assuming.
[AGENT][NEUTRAL] What's that group number, love?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm looking right at it uh 2830.
[AGENT][NEUTRAL] It's gonna be more than that. What was that? 2830.
[CUSTOMER][NEUTRAL] My brain just did not compute. huh. Uh-huh.
[AGENT][NEUTRAL] Oh, you don't find many of those, OK.
[AGENT][NEUTRAL] And what's the insurance name?
[CUSTOMER][NEUTRAL] Uh, his name is [PII].
[CUSTOMER][NEUTRAL] And the lady on the phone is [PII].
[AGENT][NEUTRAL] So then what's your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. I'll take her.
[CUSTOMER][POSITIVE] Awesome thank you ma'am have a great day.
[AGENT][POSITIVE] Yes, ma'am. You have a great, you too. Thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good thank you how are you doing?
[AGENT][POSITIVE] I'm doing well. I understand you've got a question about someone that's retiring and they're on the invoice.
[CUSTOMER][NEUTRAL] Yes ma'am, um, well, he retired on [PII], so this, this payroll was his, I pulled his last premium for June on this last payroll that he, the very last payroll, so he's covered from, uh, [PII] because he made the payment. What I'm asking is can I pull him off the portal with the date of [PII].
[CUSTOMER][NEUTRAL] Because when I do do that it shows that his last day is 61.
[AGENT][NEUTRAL] If you
[AGENT][NEUTRAL] Right, yeah, if you take him, if you take him off of that date, it's going to have him covered through [PII] because uh it would be the first of the following month. If he's paid through [PII] I would put um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't know, I guess [PII] something in in the month of June.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And unless you're wanting to refund that money to him putting in 523.
[CUSTOMER][NEUTRAL] Oh no, he, yeah, he wanted me to pull it so um I guess I'll put the the June date.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Yeah that that would be the best way to do it and then once you pay the uh June invoice um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That file will tell us, you know, to keep them off of the next invoice.
[AGENT][NEUTRAL] But yeah, if you put in the the actual day of uh retirement, then it's gonna term him as of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then I'll put uh.
[CUSTOMER][NEUTRAL] I will put
[CUSTOMER][NEUTRAL] I think [PII] it'll take it to [PII].
[AGENT][POSITIVE] It should, yes ma'am.
[CUSTOMER][NEUTRAL] It's what it does is what what it did mhm yeah OK I'll do that then.
[AGENT][NEUTRAL] Maybe, maybe put the 2nd just to be on the safe side. I don't know because our date is through the [PII].
[CUSTOMER][NEUTRAL] Just to be OK.
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][POSITIVE] Yeah, I, I can do that.
[AGENT][NEUTRAL] OK. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it. I just wanted to make sure he was off my billing for the next cycle.
[AGENT][POSITIVE] Oh yes ma'am, that should, that should work.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] Yes ma'am have a great afternoon thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too uh huh bye bye uh huh.
[AGENT][POSITIVE] Thanks bye bye.