AccountId: 011433970860
ContactId: 5ad25bd3-8b31-4399-81eb-a76b68d59a5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111379 ms
Total Talk Time (AGENT): 62209 ms
Total Talk Time (CUSTOMER): 58343 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5ad25bd3-8b31-4399-81eb-a76b68d59a5e_20250604T17:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Christy and Burger Resources. I have a quick question.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if it can a bro, OK, when groups or brokers are on the online service center and let's say they're needing to term somebody and the person has accident life coverage, you know, they have multiple products, have they ever had the ability to cancel someone's like accident coverage online and then notifies us that they want to keep the rest or does it terminate everything?
[AGENT][NEUTRAL] Um, yeah, in the online service center, um, I know that if they're like canceling through like an individual invoice they can do each policy, but if they're doing like, um, if it, if it lists um like each employee and then it has all of their if they're doing it where they're like trying to actually terminate the employee under the.
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thing that lists all the employees then it'll terminate all of their products so it's best in those situations if they wanna keep certain products for them to email us and uh we'll do it through a hub request.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect. I just want to verify that because he's saying that he's been able to do that before and I'm being told that he can't so I just want to verify with billing what what was the true true statement so that makes sense. OK, OK.
[AGENT][NEUTRAL] Yes, for now, for now that's how we're doing it, but we, and you know with the new OSD there's a lot that's changing so.
[CUSTOMER][POSITIVE] I know, I know, I know. Goodness gracious. OK.
[AGENT][NEUTRAL] Yeah, we've been getting calls all day about this, but yeah, I think the safest option, yeah, is to email the care team if they wanna keep some of their products.
[CUSTOMER][NEUTRAL] Me too. I'm getting emails, calls, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK perfect that's what we'll stick with thank you so much I appreciate it you have a good day.
[AGENT][NEUTRAL] You too bye.