AccountId: 011433970860
ContactId: 44c99431-f85d-41a3-841d-8ace8d959671
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416929 ms
Total Talk Time (AGENT): 168468 ms
Total Talk Time (CUSTOMER): 182347 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/44c99431-f85d-41a3-841d-8ace8d959671_20250501T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes can I help you? This is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you. Who's this?
[AGENT][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, [PII], hi, how are you doing?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][POSITIVE] Very good, thank you. Oh, you remind me. That's good.
[AGENT][POSITIVE] Good,
[AGENT][NEUTRAL] I do remember you
[CUSTOMER][POSITIVE] That's good. Yeah, how's how's everything?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Everything's great. What about you?
[CUSTOMER][POSITIVE] Everything's fine, everything's fine. Glad you're back.
[AGENT][POSITIVE] Good, I'm glad to hear that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], um, you're in billing, right?
[AGENT][NEUTRAL] I am, yes, I'm in that.
[CUSTOMER][NEUTRAL] Perfect. I have a member, well, not a member. I have group number 17501 on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the name of the person on the line is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's calling in regards to the billing that they received um and also she had questions about apparently one of the members is no longer part of the company.
[CUSTOMER][NEUTRAL] And she was wondering how is this gonna be, you know, she, she, first she wants to remove this person and then
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How does that how does that portion of the premium is gonna be taken, you know, if they're gonna receive any.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Credit for the next billing or something.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, and her name is [PII]. Is that right?
[CUSTOMER][POSITIVE] Alright, so we know she's gonna be transferred [PII], so here she comes. Thank you very much. Hope you have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, is this [PII]?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm doing great. This is [PII]. How are you today?
[CUSTOMER][NEUTRAL] Yes I am.
[CUSTOMER][POSITIVE] Good good what's your name?
[AGENT][POSITIVE] Good. My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK, [PII], um, I was calling from, um, we're here in [PII] actually.
[CUSTOMER][NEUTRAL] I was calling because I received a new invoice and um one of the employees retired so we have to remove her from the policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] OK, so for that to happen, what I need you to do is send an email to our care team.
[AGENT][NEUTRAL] I can give you the email address.
[CUSTOMER][NEUTRAL] I have to send it the email?
[AGENT][NEUTRAL] Yes, ma'am. We have to have something in writing. It's just our policy, but we, I can give you the email address.
[CUSTOMER][NEUTRAL] OK, let me see, I think so I have it and then my other question is after I send the emails to pay this, this, uh, invoice, um, because I have to send it to the accounting department.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, you give me another after that you send me another new invoice or later on you give me a credit to the account.
[AGENT][NEUTRAL] Well, OK, so when was the effective date of the termination? When did she retire, or when did the employee retire?
[CUSTOMER][NEUTRAL] Yeah, the last day was yesterday.
[AGENT][NEUTRAL] Yesterday. OK. So we're not paying anything for May, correct?
[AGENT][NEUTRAL] You can, we, we, uh we'll, we'll just deduct that off of your bill and you can deduct it out of the total. Who is the employee?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The name?
[AGENT][NEUTRAL] Yes, the name, who's the name of the employee, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The ID for her is D letter DH 4264.
[AGENT][NEUTRAL] Yes, ma'am. Thank you so much. OK, so we'll just deduct deduct her premium from this invoice and that'll bring the new total to 16733.
[AGENT][NEUTRAL] So after you send the email, um, that, that's gonna be the new total for the invoice 167 33, and we'll just deduct that.
[CUSTOMER][NEUTRAL] Just send you the email to notify you the this employee term.
[CUSTOMER][NEUTRAL] And is retired.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] From yesterday and to get out to the policy, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because I have to send this invoice so you after that you go to send me a new invoice or I go to log in and.
[AGENT][POSITIVE] Yeah, you can request on your on your email, yes, ma'am. Just requesting you just request a new invoice and we'll send that to you. Absolutely.
[CUSTOMER][NEUTRAL] OK, so requesting the email a new invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Do you, do you need the email address to send it to, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh yes, please give me that email.
[AGENT][NEUTRAL] Yes ma'am. OK, so let me know when you're ready for it.
[CUSTOMER][POSITIVE] Yes I'm ready.
[AGENT][NEUTRAL] OK, it's gonna be [PII], that's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait, hold on, hold on. I see around.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me see. [PII].
[CUSTOMER][NEUTRAL] [PII] like
[CUSTOMER][NEUTRAL] Right, [PII] and [PII]?
[AGENT][NEUTRAL] OK. After the [PII] it's not an [PII], it's an [PII].
[CUSTOMER][NEUTRAL] Oh, it's [PII]
[AGENT][NEUTRAL] So, yes, ma'am, no [PII]. Yes. That's right. Yes, ma'am.
[CUSTOMER][NEUTRAL] It's I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's it. Yes, ma'am.
[CUSTOMER][POSITIVE] All right perfect thank you.
[AGENT][POSITIVE] Thank you, [PII]. Is that all I can help you with today?
[CUSTOMER][POSITIVE] That's all thanks.
[AGENT][POSITIVE] OK thank you. Have a great day. You too. Bye.
[CUSTOMER][POSITIVE] Have a good day.