AccountId: 011433970860
ContactId: 6c19a3c8-7b7b-400a-92f9-85e743756c8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222490 ms
Total Talk Time (AGENT): 92313 ms
Total Talk Time (CUSTOMER): 115776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6c19a3c8-7b7b-400a-92f9-85e743756c8c_20250324T14:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Specialty Hose Corporation. Our group number is 23052.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, and I have you here in the group. I just need you to verify, um, well you already gave me the group name, the address, um, you already gave me the phone number and your email address.
[CUSTOMER][NEUTRAL] Address is [PII] and my email address is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I help you today?
[CUSTOMER][NEUTRAL] OK, I have an employee that I need to remove from the coverage. He left employment.
[AGENT][NEUTRAL] OK, so you can do that two ways. Um, if you use the online service center, you can delete the member there or you can send.
[CUSTOMER][NEUTRAL] Well that's what I was wondering. I'm actually logged in there right now. I've got him pulled up and I saw where it says delete employee and change employee so I wasn't sure what I need how I needed to do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, well then you're in the right place, um, change is like if they wanted to like change something with their policy or, you know, information, but you, you can use that delete there and and um it'll send to us and we'll go ahead and process it for you.
[CUSTOMER][NEUTRAL] OK, so if I hit delete employee, let me see what it does qualifying events, so terminated employment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the qualifying even that day, would that be the last day he worked or should it be the next day?
[AGENT][NEUTRAL] It'll be the last day. It's up to you, but uh it could be the last day, whichever one you prefer.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, alright, so continue.
[CUSTOMER][NEUTRAL] Alright, I'm deleting all policies, yes.
[CUSTOMER][NEGATIVE] And delete.
[CUSTOMER][NEUTRAL] Now I, my new bill is out there for [PII], um, should I just uh adjust that payment or just wait until it comes off the next billing?
[AGENT][NEUTRAL] It will most likely come off the next billing if he was still um enrolled during that April billing time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, he wasn't because it's not April yet.
[AGENT][NEUTRAL] Oh, I'm sorry, it's not April yet. Wait a minute. So you've already, but I'm saying you, but you've already received the billing for April.
[CUSTOMER][NEUTRAL] Not quite yet.
[CUSTOMER][NEUTRAL] I got the notice saying it was out there and I, I just pulled it up and you know it's out there for April [PII] so I didn't know if that's something I could adjust before I pay it or you know just wait until the adjustment hits next month.
[AGENT][NEUTRAL] No, I will wait until the adjustment hits next month because it's already been printed, but it'll be rectified once this term comes through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] that will work.
[AGENT][NEUTRAL] Were you able to do, you get, you're OK?
[CUSTOMER][NEUTRAL] I believe I mean I I hit the button and it said it gave me a confirmation page, so I'm assuming I'm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I will go ahead and note the policy. I just want to make sure you were OK. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's all I needed thank you very much I appreciate the help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. Have a great week.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.