AccountId: 011433970860
ContactId: 43b09455-d82d-4ab0-a303-03121e975c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 757859 ms
Total Talk Time (AGENT): 262467 ms
Total Talk Time (CUSTOMER): 253527 ms
Interruptions: 3
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/43b09455-d82d-4ab0-a303-03121e975c79_20250624T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] re
[CUSTOMER][NEUTRAL] [PII], [PII], hi, my name is [PII] of Parker Heights human resource department. How are you today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm great thank you very much. The reason for this phone call is one of our employees passed away.
[CUSTOMER][NEUTRAL] So her plan should have canceled with the city and you guys should be reaching out to her husband who wanted to keep the plan so that he can pay you guys but she's still showing up on our bill that hasn't happened yet. How do we get that to happen?
[AGENT][NEUTRAL] OK. Um, did, uh, first, can I get your group number, please?
[CUSTOMER][NEUTRAL] [PII], do you know our APL group number?
[CUSTOMER][POSITIVE] It's OK. It's, it's loading. She's for for us hang on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is the number you're calling from a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] is it yes the number I'm calling back from that's the main switchboard here in City Hall and I'm in that office with the switchboard so you can reach me back there or my direct number, but absolutely call me back and my name is [PII].
[AGENT][NEUTRAL] OK. And um [PII], could you please, um,
[AGENT][NEUTRAL] Confirm the group address that we should have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the last thing you need are the phone number and the email on file.
[CUSTOMER][NEUTRAL] The phone number [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK and the email address?
[CUSTOMER][NEUTRAL] You've been emailing to everybody. You email to [PII]. You email to [PII]. You email [PII]. So you're emailing all of us.
[AGENT][NEUTRAL] OK, no, I just need the email that um we would have on that we should have on file and the group contacting.
[CUSTOMER][NEUTRAL] The email, I mean the group contact name should be [PII].
[AGENT][NEUTRAL] All right. And what is the name of the employee that passed away?
[CUSTOMER][NEUTRAL] Her name is [PII]
[CUSTOMER][NEUTRAL] So she had APL as a family plan and because she passed away, I talked to someone when she passed away and they were supposed to get it changed to a parent child plan because her husband could keep it.
[AGENT][NEUTRAL] I'm looking um to see what's going on cause I see back in May, um, the policy that she had was terminated and then it was forwarded to customer service, um, to get the plan changed to the what you requested, um, since she had passed. Um, so I'm trying to see why that has not been completed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, it wasn't supposed to be terminated. It was supposed to thank you, thank you, [PII]. Thank you, thank you, because she's still on our bill. We're still being billed for her.
[CUSTOMER][NEUTRAL] So it looks like they reduced the plan but they just kept her on our bill and didn't reach out to him to get it changed and convert it over.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Find her policy number.
[CUSTOMER][NEUTRAL] Uh, let me see, I don't know. I may have it because I have filed some claims for her before, but it's been a minute.
[AGENT][POSITIVE] Oh, I, I found it. It's OK. I found it.
[CUSTOMER][POSITIVE] Oh OK alright sounds good.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Uh, where is my?
[CUSTOMER][NEUTRAL] Where's my benefits folder here it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See, we did put in.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Ticket for customer service. So let me go on that ticket and see what was done.
[CUSTOMER][NEUTRAL] So when you look at the bill, it looks like someone converted it it's just that they're still billing us for it and not getting in touch with him so he can pay for it because he does want to keep it for him and his son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, oh shoot, I only did one page. That's why it stopped up.
[AGENT][NEUTRAL] 239
[CUSTOMER][NEUTRAL] I called her already, um.
[CUSTOMER][NEUTRAL] Just gonna move this here.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Where's this I just there it is.
[AGENT][NEUTRAL] OK, let me, I'm gonna see, uh, if I can grab someone from the customer service team to look into this because, um, this is your group is actually I'm, I'm, I do the billing for your group um and when uh [PII] emailed me or sorry, [PII] emailed me um and CC [PII] on.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] They
[AGENT][NEGATIVE] [PII] and then I responded the same day saying that I've done what I needed to do on my end for the billing and forwarded it to customer service, but then they just now created a ticket for it on the [PII] of this month, so I don't know what's going on with that delay.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Uh, so let me go ahead and get customer service and see what's going on.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, yes, and because if you look you see she's still on the bill.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, she's still on our bill, which is why I called you first because she is still on the bill. It's like, no guys, you got to get her off the bill, you know, we're taking her off the bill, but we need her off the bill so because nobody's reached out to her husband so he can get it set up where you guys can get your money from him and that's why you guys haven't been paid because she didn't have any more checks. There's no money to give you.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, well, give me one second. Let me put you on just a brief like 92nd hold. I'm gonna have to get someone from customer service, OK.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][POSITIVE] Alright, I appreciate it thank you ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good. How about you, Mr. [PII]?
[AGENT][NEUTRAL] Good. Um, I have a group on the line, um, who
[AGENT][NEUTRAL] Um, they're calling about, uh, it's really a customer service issue, but I know we're supposed to transfer them to you guys, but they kind of need to speak with someone in customer service, um, but I didn't know if you want me to let you know what's going on and then maybe you can transfer them.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] What it's in regards to?
[AGENT][NEUTRAL] Um, they, uh, and one of their employees passed away, um, back in May, and they emailed, um, to let us know about it. Um, and I terminated the policy, um, but
[AGENT][NEUTRAL] They are still waiting on um customer service to get the plan converted because her husband wants to keep the plan for him and his son, um, and that still hasn't that's either there was a hub request put in, um, but it's still marked as not started.
[AGENT][NEUTRAL] And this was back on [PII].
[AGENT][NEGATIVE] But it's a sign for [PII] in customer service, but it no one's done anything with it.
[CUSTOMER][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] So you, um,
[CUSTOMER][NEUTRAL] You send a hub request or you see a hub request or where did you see that information?
[AGENT][NEUTRAL] Yeah, the hub request is 37239.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 72239. OK. OK, um, what's the group number?
[AGENT][NEUTRAL] 13,720.
[CUSTOMER][NEUTRAL] OK, and who do you have in the room?
[AGENT][NEUTRAL] Um, her name is [PII]. Um, she, uh, verified the account, but she's not one of the group contacts.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Give me just a second, let me see.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] You know if she's the one that's sending the email?
[AGENT][NEUTRAL] No, she's not. It was uh [PII].
[AGENT][NEUTRAL] A.
[CUSTOMER][NEUTRAL] Very.
[CUSTOMER][NEUTRAL] OK, what is the member's name? Let me see if I can find him for her.
[AGENT][NEUTRAL] [PII]. Her policy number is 2556317.
[CUSTOMER][NEUTRAL] You said 2556317?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let me uh check in with um who I have on the phone because she's been on hold for a few minutes now.
[CUSTOMER][NEUTRAL] OK, so the person who passed away was [PII]?
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] So [PII] passed away.
[AGENT][NEUTRAL] Yeah, she's the policy holder, she's the employee.
[CUSTOMER][NEUTRAL] OK. And [PII] is the one that wants to keep the policy.
[AGENT][NEUTRAL] Um, if that's her husband. I didn't look in [PII] AM to see if that's his name.
[AGENT][NEUTRAL] But her husband wants to keep the policy for her and her son, for him and his son.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. OK, go ahead and put um put her through.
[CUSTOMER][NEUTRAL] Give him the information he needs.
[AGENT][NEUTRAL] Hi, are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am I'm still here.
[AGENT][POSITIVE] OK, I have [PII] on the line, um, with our customer care team and she's gonna be able to assist you further with this, OK?
[CUSTOMER][POSITIVE] OK, sounds great thank you so much have a good day.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][POSITIVE] Thanks bye bye. Good afternoon, Ms. [PII]. This is [PII] with the care team and uh so you.