AccountId: 011433970860
ContactId: 4c28799e-2700-4dbe-9b05-7e62753c3da7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 567330 ms
Total Talk Time (AGENT): 265007 ms
Total Talk Time (CUSTOMER): 217654 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4c28799e-2700-4dbe-9b05-7e62753c3da7_20250605T17:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] and Good Gooding. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing lovely, [PII]. How about yourself?
[CUSTOMER][NEUTRAL] I'm hungry. I'm trying to figure out what I eat for lunch, but it's all gravy. Um.
[CUSTOMER][NEUTRAL] I have a group admin on the phone and I did assist him with set up on the online service center and looking at the most recent invoice he said he's looking at account for himself where he's saying that the his wife should been taken off which I do show a Hubrest was sent and she was taken off the policy, but it's still showing on the most recent invoice.
[CUSTOMER][NEUTRAL] And he wants to know why.
[AGENT][NEUTRAL] Whoa, whoa, wait a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I am confused because if this an individual policy on a coverage change, let me see what's the group number?
[CUSTOMER][NEUTRAL] 22974
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is he calling on his individual policy?
[CUSTOMER][NEUTRAL] Well, he was initially calling for trying to set up on the online service center which um I did help him with.
[AGENT][NEUTRAL] OK, that's not, I get that.
[CUSTOMER][NEUTRAL] But and he is the group admin while looking at the invoice on the online service center he saw for himself that it shows that his wife is still on his plan and she was supposed to be taken off. Well, I pull up his policy and it shows that a hub, uh Lord words, a hub was was sent and she was taken off, but it's not showing individual on the new invoice it's still showing couples for him.
[AGENT][NEUTRAL] OK, uh, who is it you have on the phone? I'll, I'll, I can help you.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] All right. And um
[AGENT][NEUTRAL] What's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, and he is calling.
[AGENT][NEUTRAL] For both the group and his individual policy, a change on the.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] That, that I can help him with that. Um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, when was the her request sent?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] But, uh, this was sent off.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][POSITIVE] OK, I can help. That's fine. I can help him with that. I just wanted to make sure I had my ducks in a row.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I got you. Well, I appreciate you. Thank you so much, Ms. [PII].
[AGENT][POSITIVE] I appreciate you too, darling. Thank you.
[CUSTOMER][POSITIVE] Have a great one. Bye.
[AGENT][POSITIVE] You too, sweetie. Bye-bye.
[AGENT][NEUTRAL] Good afternoon, [PII]. This is [PII] in group billing. Um, [PII] said that a good callback number for you is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, or you can call directly. You can call directly to my cell phone [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] For 149 because if I step out of the office I won't be able to read to get the call.
[AGENT][NEUTRAL] Oh that's fine. I just wanted to make sure just in case so we don't get if we get disconnected I can call you right back, um, OK, so she said that she got you set up on the online service center which I do show that um and that you noticed that on there was a change that should have been made on the um on your policy, your personal policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, well, yeah, on the group policy, on the group policy on the employees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm uh I'm under as employee and as a dependent I used to have my wife and my son but I looking on the web page it says that I still have them under my.
[AGENT][NEUTRAL] Right. Right. OK.
[CUSTOMER][NEUTRAL] My umbrella
[CUSTOMER][NEUTRAL] But it changed. OK, go ahead, go ahead, go ahead.
[AGENT][NEUTRAL] I, I see that. I see where we are billing you for the other rate, the 4899, I mean 48949. Now when we receive the request to have that taken off effective for [PII], um.
[AGENT][POSITIVE] We had already billed for that, but that is not an issue we can get that taken care of for you um the new premium and, and we, we can fix that on the online service center as well.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah, because the invoicing that I see right now to pay this month is uh.
[CUSTOMER][NEUTRAL] It's the same as I've been paying, so I wanna make sure that the change was done that she wants to remove it so the prices.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It was
[AGENT][POSITIVE] It was done and we will get, I mean, if you want to get that taken care of now, we can get that taken care of on this invoice if you would like to do that.
[CUSTOMER][POSITIVE] Yeah, I would prefer that one, you know, because I told my boss that the, the insurance is gonna, the insurance is gonna be reduced.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] and he was happy.
[AGENT][NEUTRAL] Right. OK. So to make your changes, you're gonna go on there and you're gonna click on your name.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] If you are you on the online service center now?
[CUSTOMER][NEUTRAL] Employees click on my name.
[AGENT][NEUTRAL] OK, right, click on your name and what it says on there is you're going to adjust the amount.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] Uh you should see on there where it says um adjust the amount or delete entry.
[AGENT][NEUTRAL] Or make change.
[CUSTOMER][NEUTRAL] Well you
[CUSTOMER][NEUTRAL] OK, just a second because it gives me another thing. Should I go to my group, go to my employees?
[AGENT][NEUTRAL] Yes sir, yes sir, go through, uh, to your invoices where you see your open invoice.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] Oh OK, I see the invoice right there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're gonna click on the, I mean it.
[CUSTOMER][NEUTRAL] I click on that one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, buddy.
[AGENT][NEUTRAL] And you got everybody, I mean, you say all your employees and you're first, so you'll click on you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh, OK, I got it. Adjust amount.
[AGENT][NEUTRAL] Yes, sir, and the new amount is 244.75.
[CUSTOMER][NEUTRAL] 24475.
[AGENT][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Click submit
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's gonna ask you for well you've got to put your comment in there and it's it's gonna say.
[CUSTOMER][NEUTRAL] No, I I already did it. I already went through.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Hey, you, you're quick. That's great. OK. Um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, well, let me go back. What did I do?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, OK, you OK, yeah, you reduce. OK, no problem.
[AGENT][NEUTRAL] It did reduce it?
[CUSTOMER][POSITIVE] Yeah, I got it right now.
[CUSTOMER][NEUTRAL] Yeah, yeah, I went to 1305. OK, no problem.
[AGENT][NEUTRAL] Mine didn't, it didn't update on mine. I was just looking at mine. Yes, I see that.
[CUSTOMER][NEUTRAL] No, it says, it says, it says the billlow amount is 1550, but the amount due is 1305, so it was clear, no problem. So I'm gonna submit the payment and everything will be clear, OK?
[AGENT][NEUTRAL] All right. Is there anything else, [PII], that I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, wish you a happy day.
[AGENT][POSITIVE] All right. Well, you have a great, you as well, and thank you for calling APL.
[CUSTOMER][POSITIVE] Enjoy the rest of the day.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.