AccountId: 011433970860
ContactId: 705bbe5e-aaa5-438d-9634-9f7478e7c0ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511820 ms
Total Talk Time (AGENT): 132396 ms
Total Talk Time (CUSTOMER): 280656 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/705bbe5e-aaa5-438d-9634-9f7478e7c0ba_20250502T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], um, this is [PII]. I, I wanted to um pull up a group called Chem Index, C H E M.
[CUSTOMER][NEUTRAL] Index IN DEXE index and I have a one thing I have for them is a correction. I think we have an error uh in the effective date for one of the employees.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I can tell you the the group number.
[CUSTOMER][NEUTRAL] You need it let me see here.
[AGENT][NEUTRAL] Is it 20075?
[CUSTOMER][NEUTRAL] I don't know. I'm still looking for it, but if you show it, that's there, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, here I got it right here. Let's see 20075, yes, so two things we have a new employee that came on the plan. Her name is [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have her starting on [PII].
[CUSTOMER][NEUTRAL] Can you tell me if you see her?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I see her, but I have the effective date as.
[AGENT][NEUTRAL] Let me pull her up real quick.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] day it looks like she's been enrolled since [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, she, yeah, she, yeah, she, yeah, but she had left the group.
[CUSTOMER][NEUTRAL] Uh for a medical emergency of her family to [PII].
[AGENT][NEUTRAL] OK, so came back so that they probably reinstated it.
[CUSTOMER][NEUTRAL] And then she just came, she came back.
[CUSTOMER][NEUTRAL] They reinstated her so she her.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] Starting from [PII].
[CUSTOMER][NEUTRAL] Yes, correct, that's when she's supposed to be starting that's correct, but she appeared on the May they said she appeared on the May invoice.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let me take a look at that.
[CUSTOMER][NEUTRAL] Invoice number 63874553.
[CUSTOMER][NEUTRAL] 63874553 and it says $322.71.
[CUSTOMER][NEUTRAL] So I'm not sure.
[CUSTOMER][NEUTRAL] What that's for, but she should start on [PII].
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Let me pull it up.
[AGENT][NEUTRAL] Yup, I see her. I will see if we can get her taken off, um, and just confirm with them again that the effective date because in our system, it says the effective date is [PII] and I bet because they um
[AGENT][NEUTRAL] She was already enrolled, they probably just reinstated her.
[CUSTOMER][NEUTRAL] Yeah, so if you could credit her them for May and just uh and she'll be on for [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, is there any way that you could send me an email of that? We just need to have proof of that, you know, since we're gonna be removing her coverage for a month, um, it just so that way we have record of that.
[CUSTOMER][NEUTRAL] Sure, alright, so I'm in here right now.
[CUSTOMER][NEUTRAL] Yeah, that's fine. I'm just, I'll say chem index is the group in the subject line.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And um what do you want me to say please?
[AGENT][NEUTRAL] Yes, please, uh.
[CUSTOMER][NEUTRAL] You,
[AGENT][NEUTRAL] Please removehu [PII] from the May bill and have her effective date [PII].
[AGENT][POSITIVE] And I can get it taken care of.
[CUSTOMER][NEUTRAL] All right, so let me just put in here what I wrote.
[CUSTOMER][NEUTRAL] OK, please remove [PII] from the May.
[CUSTOMER][NEUTRAL] Invoice
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Make
[CUSTOMER][POSITIVE] Her effective.
[CUSTOMER][NEUTRAL] Date
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Yes, that's perfect, and I'll take care of it.
[CUSTOMER][NEUTRAL] That good enough you think?
[CUSTOMER][NEUTRAL] OK, alright, so I just sent that to you on on the to the [PII] team, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, now before I hit send, I also have one other request for the group. Can you see if you still show on there someone by the name of [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, he needs to be termed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] needs to be termed. uh, let me see the effective date of the term for [PII]. They forgot to tell me to take him off. Let's just see here. It says here, uh, I noted that [PII] was still on both the medical coverage and APL coverage, which he should have been termed.
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] As of [PII], I probably forgot all in all the rush and hecticness of tax and software upgrades. I've forgotten to inform you he actually was termed 131 of 25, but we gave him one month grace period to do follows terminate him as of [PII].
[CUSTOMER][NEUTRAL] Uh, then April versus on that basis for him, OK, so how far back can we go to terminate him?
[AGENT][NEUTRAL] How far back do you need us to go?
[CUSTOMER][NEUTRAL] Um, they're it says he actually was terminated [PII], but we gave him one month's grace period. Um, he should be, uh, should it be impossible to terminate him as of [PII], then [PII], so they're, they're wishing for [PII] if not [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If you wanna send me an email with [PII], I can see if billing can do that.
[CUSTOMER][NEUTRAL] Should I send you a separate email, separate email?
[AGENT][NEUTRAL] Uh yes, please. Yes, sir. Um, I am not sure.
[CUSTOMER][NEUTRAL] OK, so I sent you the first one. Let me, let me go to the 2nd 1. You're not sure what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm not sure on the billing regulations, but in my head I'm like, let's just go with [PII]. If they say no, we'll go with [PII].
[CUSTOMER][NEUTRAL] OK, I'm just putting this as um [PII] index.
[CUSTOMER][NEUTRAL] Employee term request.
[CUSTOMER][NEUTRAL] And I should put in here [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, and I'm going to say please.
[CUSTOMER][NEUTRAL] [PII], or I should say please [PII].
[CUSTOMER][NEUTRAL] Can index.
[CUSTOMER][NEUTRAL] Employee [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Effective.
[CUSTOMER][NEUTRAL] As of
[CUSTOMER][NEUTRAL] Uh, what we want they wanted to get a 31, right? 31.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] 25 if possible.
[CUSTOMER][NEUTRAL] If possible, if not.
[CUSTOMER][NEUTRAL] Then.
[CUSTOMER][NEUTRAL] Term
[CUSTOMER][NEUTRAL] 041 OK.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, there we go.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Alright just sent that over.
[CUSTOMER][POSITIVE] We should be good there. Thank you very much.
[AGENT][POSITIVE] Sounds good thank you. Have a good night.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.