AccountId: 011433970860
ContactId: 6b9f9a2e-7ed6-494f-88de-1e42518dbab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404619 ms
Total Talk Time (AGENT): 182050 ms
Total Talk Time (CUSTOMER): 131155 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6b9f9a2e-7ed6-494f-88de-1e42518dbab6_20250227T22:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I am an employer and I was trying to remove an employee from um the website and I got a uh.
[CUSTOMER][NEUTRAL] It says a delete employee confirmation and when I went back into the site she still it still gives me the option to file a claim change employee or delete employee.
[AGENT][NEUTRAL] OK, let me see if I can help you with that. Can you give me that policy number, please?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] For your group let's see your group number. Do you have that?
[CUSTOMER][NEUTRAL] Yes, uh, let me actually just pull up an invoice really quick.
[CUSTOMER][NEUTRAL] I should have it on there.
[CUSTOMER][NEUTRAL] Group number is 26102.
[AGENT][NEUTRAL] 26102. OK, thank you and you and I will do just a real quick verification.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we will go from there.
[CUSTOMER][POSITIVE] All right perfect.
[AGENT][NEUTRAL] All right, and the name of the group, please?
[CUSTOMER][NEUTRAL] The group's name is Ohio Medical Alliance LLC.
[AGENT][NEUTRAL] Ah, we have it listed a different way.
[CUSTOMER][NEUTRAL] Oh, Ohio marijuana card?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, thank you.
[CUSTOMER][NEUTRAL] Either one.
[AGENT][NEUTRAL] That tickled me. I'm sorry. I hadn't seen that yet.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah, so we actually, yeah, yeah, we help people in the states that we currently service um get medical cards for qualifying conditions we're like the doctor's office.
[AGENT][NEUTRAL] Right, no, that, no, I, that's fine, but it just, you know, you understand the age I grew up in. I never expected to see all this, so I'm like, wow, when I say something like that I'm like, wow, OK.
[AGENT][NEUTRAL] OK, Ma.
[CUSTOMER][POSITIVE] Yeah, and you know what the great thing is about it? The great thing is, is our oldest patient is [PII].
[AGENT][POSITIVE] Oh my genie. Yes, God bless her. That is awesome.
[CUSTOMER][POSITIVE] And good for her.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yeah, hey, if it keeps you young, good for her.
[AGENT][POSITIVE] Wow. Yes, God bless her. All right, may I have your name, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]. All right, Miss [PII], I am not showing you're one of our group contacts. Um.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Right, Ms. [PII] is our, let me look and see if there's a note for you in here.
[CUSTOMER][NEUTRAL] Because I was gonna say it says welcome [PII] on my account. I'm the one that's paying all the bills here.
[AGENT][NEUTRAL] Oh my goodness. Oh my goodness. OK, let's see. I'll tell you what, let me do this. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it does say contact name is [PII].
[AGENT][NEUTRAL] Yes, yes, and that's usually who we have to speak with, um.
[CUSTOMER][NEGATIVE] Yeah and she unfortunately is out of town.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Trying to see if I can find an application that's got anything with your name on it.
[AGENT][NEUTRAL] Oh God.
[AGENT][NEUTRAL] They take me just a minute.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Now when my screen will open up, we will keep on moving.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] And your name again was, was it [PII]?
[CUSTOMER][NEUTRAL] [PII], either one. I'm not sure how he has me in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and that's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And well let me, I'm gonna pull up another screen real quick and see if it's showing any kind of termination date for the.
[AGENT][NEUTRAL] Employ
[AGENT][NEUTRAL] Alright, what's the name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And I do, I was gonna say I do have a delete employee confirmation where it says that and I'm wondering if this is why that the qualifying event date was [PII] and it says termination date [PII]. Will that have something to do with it because it's technically not March yet?
[AGENT][NEUTRAL] Right, um, have you, is she terming for both policies or just one?
[CUSTOMER][NEUTRAL] Both.
[AGENT][NEUTRAL] All right, Ms. [PII], I do see that you're one of our group contacts on your master the master policy. OK, is that spelled K R A U S?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, it's just a little hard to read on the form. Also, I'm going to.
[CUSTOMER][NEUTRAL] I know everything's so small nowadays.
[AGENT][NEUTRAL] Yes, the policies are set to term probably if you check back Monday, maybe Tuesday, even, uh, [PII]'s policy should be termed. If not, just give us a call back, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alright, I will gladly do that. Thank you so much for your time.
[AGENT][NEUTRAL] You're welcome. And [PII], what I'm going to do is make a quick note in here that you are an additional contact with APL, so you don't have to, you know, somebody could just, I'm have it not say please check your nose.
[CUSTOMER][POSITIVE] Yeah, right, exactly.
[AGENT][POSITIVE] Oh my goodness, I will make you an additional contact, [PII], OK.
[CUSTOMER][POSITIVE] All right, well thank you I really appreciate all your time.
[AGENT][POSITIVE] Certainly, thank you for calling APM OK. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.