AccountId: 011433970860
ContactId: 67a90819-2a98-4e4a-8385-f88352c01513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226089 ms
Total Talk Time (AGENT): 110044 ms
Total Talk Time (CUSTOMER): 86365 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/67a90819-2a98-4e4a-8385-f88352c01513_20250402T14:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling AP. This is. How may I help you?
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEGATIVE] Hi, um, I'm having issues trying to terminate an employee's coverage. um, they resigned from our organization and it's not letting me proceed, um.
[CUSTOMER][NEGATIVE] On the portal without like filling in something and it's it's blocking me it just will not let me proceed so I thought I better call.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you um with terminating the employee. Can you please give me your name and your group number?
[CUSTOMER][POSITIVE] Absolutely. My name is [PII], and the group number.
[CUSTOMER][NEUTRAL] Is 638-2310.
[AGENT][NEUTRAL] OK, let me look up that group.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That is showing me that that's not a good group number. Do you see another group number or do you see another number that usually the group number is 4 digits?
[CUSTOMER][NEUTRAL] Do you see a
[CUSTOMER][NEUTRAL] OK, let me open one of our invoices and see here.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] And if you can't find it, if I could get the name of your group, I can probably search for it and we'll pull it in that way too.
[CUSTOMER][NEGATIVE] Yeah, I've gotta print this invoice anyway. OK, here it is invoice, invoice date group number 20939. So what number did I get? Oh, I'm so stupid. That's an invoice number I put in my spreadsheet. Sorry, it's 20939.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] OK. All right, let's look that up.
[AGENT][NEUTRAL] OK. And Ms. [PII], can you please verify the physical address for your group?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, so um what we can do is let us um go ahead and cancel that member for you since you're having troubles in the online service center. If you send an email to [PII]
[AGENT][NEUTRAL] With member's name and policy number and the and the date that you want the cancellation to take effect, we can take care of that for you.
[CUSTOMER][NEUTRAL] And that address is [PII].
[AGENT][NEUTRAL] At AM.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Like [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to do that or you want me to give you the information?
[AGENT][NEUTRAL] I can't do it myself over the phone, um, we can't do it like that. We have to have written.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and send the information. You should just put the, the name, the num policy, uh, policy number.
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] Yes, the name, the policy number, and the date you want the cancellation to take effect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][NEUTRAL] All right. Well, you're welcome, Ms. [PII]. Is there anything else I can do to help you before we go?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].