AccountId: 011433970860
ContactId: 603dd9af-9a35-46e7-b9c7-ee9471718107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 896520 ms
Total Talk Time (AGENT): 200813 ms
Total Talk Time (CUSTOMER): 203244 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/603dd9af-9a35-46e7-b9c7-ee9471718107_20250224T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, yes, I was just on the phone with a representative, but it got disconnected. I'm not sure and I didn't get her name. Um, I was calling because I am calling on behalf of a group. I am an admin. My name is [PII]. I am trying to terminate an employee from the invoice.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I needed some assistance, um, just a little bit of walk through on how to do that.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so you're trying to do this through the online service center through the website.
[CUSTOMER][NEUTRAL] Yes, correct, through the portal to termination.
[AGENT][NEUTRAL] OK, yeah, got you. OK, and what is the group number on this?
[CUSTOMER][NEUTRAL] Just one second, um, of course, so, yeah, um, great, I don't have it in front of me. One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Say again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I was trying to find the.
[AGENT][NEUTRAL] It's OK, while you, while you do that, I'm looking for the information.
[CUSTOMER][NEUTRAL] The group number 159.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] There it is. OK.
[CUSTOMER][NEUTRAL] The group number is 26852.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And let me have a uh callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, and what is the name of the group and the mailing address for verification?
[CUSTOMER][NEUTRAL] Yeah, [PII] Self Incorporated, which I don't know if that's if we're able to change it because it's no longer incorporated, it's actually LLC.
[CUSTOMER][NEUTRAL] Um, and also the address is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, thank you. OK, so um we cannot change it over the phone. We need some documentations indicating that change. Um, so you can send the request by email.
[CUSTOMER][NEUTRAL] I see, I see.
[CUSTOMER][POSITIVE] By email with the proper documentation. Sounds good. OK, no problem.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Mhm. OK, alright, so let's see, OK, so let's the most for employees. That's what I'm trying to do. OK, bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me make this I I can.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so you are uh in our website and you are under um.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm on, I'm on the port in the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This.
[AGENT][NEUTRAL] Are you under account information?
[CUSTOMER][NEUTRAL] So, I am in the like on the home page where it shows billing and my employees.
[AGENT][NEUTRAL] OK. And do you have any uh like um
[CUSTOMER][NEUTRAL] Sorry, get your way there.
[AGENT][NEUTRAL] X, like an X.
[CUSTOMER][NEUTRAL] Sorry about that. Uh, so, can you repeat that?
[AGENT][NEUTRAL] Do you see an X beside the name?
[CUSTOMER][NEUTRAL] Yeah, I don't know, it doesn't have an X, it has a plus sign and so when I click, let me see, it was.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so when I click the plus sign, it shows employee profile products, claims, file claim change employee or delete employees.
[AGENT][NEUTRAL] The lead employee if that's what you're trying to do.
[CUSTOMER][NEGATIVE] Yes. No, no, no, but I want to terminate them. I wanna, I don't want to show them like they never had insurance. I wanna to terminate them.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, um, when you do that, it's like you're terminating the member. Whenever you click on delete, you're terminating that member.
[CUSTOMER][NEUTRAL] OK, is it, so that's what you guys do it's just, it just deletes them like they didn't have the insurance there's like because I know in the other previous uh I had another provider and it and the way they did the termination it shows that they were terminated, not like, you know, so we don't lose the records that they didn't have the insurance.
[AGENT][NEUTRAL] No, um, if you click on uh the lead, um, you can go ahead and click on it and it's, I, I believe it's gonna ask you some more questions. Let me.
[AGENT][NEUTRAL] I'm trying to look for the.
[AGENT][NEUTRAL] Document that shows hold on.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] Mm no.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, bear with me just a minute. Let me get with that department because I usually we have like a little cheat sheet that we can see what you're doing or see the page that you're on, but I cannot find it. I don't know what happened.
[CUSTOMER][NEUTRAL] OK, no, no, no worries, I'm trying, I'm trying to see to the, the, I just found the user guide, so I'm trying to see if it shows anything through there as well.
[AGENT][NEUTRAL] Yeah, that's, that's what I have pulled up. I don't see that the user guy has that information. It looks like it's only like for payments, claim form history, billing claims, your team, uh, unless you're looking at, yeah.
[CUSTOMER][NEUTRAL] Yeah, the last page just ends in doing claims. It doesn't really speak about terminations.
[AGENT][NEUTRAL] Mm, no. So let me just go ahead and see what I can find. OK, one moment.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, and you're right. Um, if you remove it there, it's just not gonna lapse the policy. So, to lapse the policy, you will need to send a request to care team.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I see, I see. OK, so I did do that. That's why I was just wondering because why they were showing, why is this still showing, so I just have to wait. Either way on the invoice I can still put for now on the invoice 0 so I don't have to pay for them.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct, yes, you can do that.
[CUSTOMER][NEUTRAL] OK, perfect. That's why I just, I just wanted to make sure and confirm that. I thought that there was a different way. I thought that there was a way to terminate them, us us through the portal, but I did it the right way then through the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, yeah, yeah, it will just remove it, but it's, yeah, it's not to terminate. I just check with them and they say no it will not terminate. We'll just do uh an exception on the bill, but that's it.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, OK, no worries. No, no, thank you, thank you so much.
[AGENT][NEUTRAL] OK. All right. You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK. Well, you have a good day and happy week.
[CUSTOMER][POSITIVE] You as well. Take care. Bye.
[AGENT][POSITIVE] Thank you, yeah.