AccountId: 011433970860
ContactId: 487c5e9d-fb2c-4148-bb9a-dcf13acd12f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 683099 ms
Total Talk Time (AGENT): 163015 ms
Total Talk Time (CUSTOMER): 324699 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/487c5e9d-fb2c-4148-bb9a-dcf13acd12f9_20250305T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm fine [PII] how are you?
[CUSTOMER][POSITIVE] Pretty good this morning. Um I have a group that we recently brought on, it's called [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And with [PII] they had an employee that was recently requested to be termed. They say they still see him in the portal, and I, I wanted to double check with you to see if you see anything in there for him. His last name is [PII].
[AGENT][NEUTRAL] OK, just a second. What was his term date supposed to be?
[CUSTOMER][NEUTRAL] His first name is it starts with it.
[CUSTOMER][NEUTRAL] Um, I think it's [PII].
[CUSTOMER][NEUTRAL] [PII] is his first name, [PII]
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] something like that, [PII].
[AGENT][NEUTRAL] Um, [PII] was termed.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Guess was we were probably waiting for premium for February before we lapsed him, but he's lapsed.
[CUSTOMER][NEUTRAL] OK, so when did he come off?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh, let me see when we receive premium payment.
[AGENT][NEUTRAL] Not showing when we received the premium payments, um.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Their first month was February and I think they paid a little later because it took a little time getting, you know, everything sort of going.
[AGENT][NEUTRAL] Yeah, it looks like they must have paid it online um because it's not showing a true pay date when they paid it online.
[AGENT][NEUTRAL] See if there's some notes in there that I can look at.
[CUSTOMER][NEUTRAL] I might be able to, I just rebooted my computer and it just came back up so let me just see here.
[CUSTOMER][NEUTRAL] I might be able to tell you when I requested.
[CUSTOMER][NEUTRAL] The term for
[AGENT][NEUTRAL] Um, it looks like it was around [PII] that they put the note in there to, to lapse. So my guess is they were waiting on uh the Feb February premium.
[CUSTOMER][NEGATIVE] So why would I'm not understanding why they wait for the premium to terminate somebody I guess that's where I'm missing the.
[AGENT][NEUTRAL] Because we have to show a paid day just in case they file a claim for that month that they were still with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let me go ahead and tell him he's off for [PII].
[AGENT][POSITIVE] He is off for [PII]. Everything is good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see if there's anything else to ask you, um.
[CUSTOMER][NEUTRAL] I sent you a request to add uh an employee uh yesterday for um Integra Solutions.
[CUSTOMER][NEUTRAL] Let me just pull it up here. They have a direct EDI feed now with APL, so I didn't know whether I was duplicating something but sometimes I get concerned that it's gonna show up. Would you be able to tell me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so what?
[AGENT][NEUTRAL] What happens when they've got an EDI feed like that [PII], and then you send over somebody it does duplicate it?
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Um, and then we have to go in and lapse one of them.
[AGENT][NEUTRAL] So the best thing you can do is just wait for the EDI feed to come in and then check with us and see.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] If they're on there.
[CUSTOMER][NEUTRAL] Let me give you the name that I have given you, I think a couple of these.
[CUSTOMER][NEUTRAL] So let me give you the name.
[CUSTOMER][NEUTRAL] Um, this, this one I sent you late yesterday, I don't want to duplicate this. It's [PII]
[AGENT][NEUTRAL] Not seeing him. How often are they doing the file feed?
[CUSTOMER][NEUTRAL] Uh, on Fridays.
[CUSTOMER][NEUTRAL] So I just wanna make sure he's not you know duplicated.
[CUSTOMER][NEUTRAL] He's one of them.
[AGENT][NEUTRAL] Um, I'm, yeah, I'm not seeing them in the system right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I wanna look out for him just so I, I don't duplicate him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] Let me see if I had 2 others that I sent you.
[CUSTOMER][NEUTRAL] Let me find them.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You know, I'm, I'm
[CUSTOMER][NEUTRAL] My computer.
[CUSTOMER][NEUTRAL] Uh, so I had no internet this morning.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] I'm not seeing any [PII] in here at all.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so these are ones I sent you, um, if my computer reboots now I just tried it again it said I had no internet which uh.
[AGENT][NEGATIVE] Oh, that's a problem.
[CUSTOMER][NEUTRAL] I don't think it's the well, I have multiple computers here in my home office, you know, I've been working out of my house mostly now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um so I have other computers and the equitable computer that's a Windows-based computer.
[CUSTOMER][NEGATIVE] Um, my other computer is, um, you know, an Apple computer, and I'm online and I'm getting emails over there so I know that that's not probably accurate.
[CUSTOMER][NEUTRAL] So I'm on the phone, baby, you need me?
[CUSTOMER][NEUTRAL] Hold on one quick second, what?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, can I, can you wait on that until I get off the phone? OK, I didn't know what you're gonna ask me.
[CUSTOMER][NEUTRAL] Alright, I'm trying this one more time.
[CUSTOMER][NEUTRAL] OK, let's see if it works.
[CUSTOMER][NEUTRAL] Yeah hold on one second please.
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Is that one?
[CUSTOMER][NEUTRAL] OK [PII], let me see if this worked and uh if it did, then I'll be able to tell you when I did it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like there's a [PII] that you sent over.
[CUSTOMER][POSITIVE] Yes, [PII] is one of them correct.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's uh it's now it looks like it's gonna work. I'm just it's filling in my emails and I'm gonna tell you what I sent over.
[CUSTOMER][NEUTRAL] Yes, [PII] is one of them, and I think uh uh is his name.
[CUSTOMER][NEUTRAL] [PII], last name [PII], [PII].
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yeah, let me just go to my senses now and then I'll be able to tell you.
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] OK, alright, I sent you [PII] last evening at [PII]
[CUSTOMER][NEUTRAL] Before that I sent you [PII] [PII] at [PII]
[CUSTOMER][NEUTRAL] And before that I sent you [PII] at [PII] Those were the last three that I sent you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if they're doing their file feeds on Friday.
[AGENT][NEUTRAL] Let's hold off and check these like on Monday and make sure that they've come in because like I said, otherwise it's gonna issue two policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so now that the system, that sounds crazy. The system, in my opinion, should be able to detect when somebody's already in there with their name and social or whatever.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You would think.
[AGENT][NEUTRAL] Yeah, in a, in a perfect world, I, I would agree with you, but we are in an imperfect world.
[CUSTOMER][NEUTRAL] To avoid duplication.
[CUSTOMER][NEUTRAL] Well, APL APL is per APL is perfect. Get out of here.
[AGENT][NEUTRAL] I wish we were.
[CUSTOMER][POSITIVE] So what I always say about you guys, you know, when I talk about your customer service and how nice everybody is and what a great product you have.
[AGENT][NEUTRAL] We certainly try.
[AGENT][NEUTRAL] We certainly try.
[CUSTOMER][POSITIVE] Well, you, you achieve, you do, you do, we, we love working with APL.
[AGENT][POSITIVE] Oh awesome.
[AGENT][POSITIVE] Awesome well yeah I'll just, I'll tell the team to.
[CUSTOMER][NEUTRAL] OK, well, the only thing I need you to get over there, [PII], the only thing I'd like I get requests for is for you to have auto draft.
[AGENT][NEUTRAL] Wouldn't that be nice?
[CUSTOMER][NEGATIVE] Yes, I don't understand why they don't have auto draft. People ask me that and I say I don't know.
[AGENT][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] I don't know why either, but we don't. Hopefully this next iteration we will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, should I look up when I sent you the request to terminate, um, that [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, um, like I said, my guess is we're waiting for the premium and and his term now so if they go out there and look, he's gonna, he's not gonna show up.
[CUSTOMER][NEUTRAL] OK. Oh, here it is. Look, uh, it says please term effective [PII], uh, EQC and an employee and mail that card. Hernandez from the APL, OK.
[AGENT][NEUTRAL] Yeah. All right.
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] All right. You have a good one.
[CUSTOMER][POSITIVE] You have a great day thank you bye bye.
[AGENT][NEUTRAL] Bye