AccountId: 011433970860
ContactId: 7bf826f9-33fd-4f71-b70d-47a214a4d2ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734280 ms
Total Talk Time (AGENT): 331649 ms
Total Talk Time (CUSTOMER): 230747 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7bf826f9-33fd-4f71-b70d-47a214a4d2ba_20250131T21:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] I'm not sure if you can help me or not. I have inherited some uh tasks where I work from our HR coordinator who was terminated and so I met with our insurance broker yesterday and we've had some other staffing changes. She said when it comes to the policies with APL, there's not a way to go like on a portal or anything and give you guys like a termination.
[CUSTOMER][NEUTRAL] Uh, or resignation date that I had to call in or do something else than self-serve, so that's the purpose of my call today.
[AGENT][POSITIVE] OK. Um, so I'd be happy to help you with all of that today. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I work for Family Advocacy and community training.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] And um do you have the group number?
[CUSTOMER][NEUTRAL] Let's see, I'm logged in right now. Would it be?
[CUSTOMER][NEUTRAL] Payment account would it be uh on the portal?
[CUSTOMER][NEUTRAL] Oh we're just logging in.
[AGENT][NEUTRAL] Um, not sure if it would be on the portal. Do you have a, uh, like an invoice or anything you can look at that it would possibly be on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I do all the payments on the portal, so that's I'm trying to see here.
[AGENT][NEUTRAL] OK. So, hold on just a second. Let me see if I can find it.
[CUSTOMER][NEUTRAL] I've got like open invoices loading and I'm sure it's on one of those um.
[CUSTOMER][NEUTRAL] Bear with me I'm sure it's somewhere else on another form. Let me open my last invoice and see what we've got here.
[AGENT][POSITIVE] Alright, and just in case we get disconnected, [PII], what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] Sure it's [PII] and I do have a group number here.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] 20939.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify, you already gave me the name of the group, can you verify the address?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][NEUTRAL] OK. And the city, state and zip too, please.
[CUSTOMER][NEUTRAL] Oh sorry, [PII].
[AGENT][NEUTRAL] All right perfect and what was the name of the contact person before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, but you might have [PII].
[AGENT][NEUTRAL] OK, yes, and so she's no longer with y'all?
[CUSTOMER][NEUTRAL] No, she's not.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And this could possibly have been her number, but do you have the group contact phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we have our office number which is [PII].
[AGENT][POSITIVE] Perfect, that's it.
[CUSTOMER][POSITIVE] And then is that it? OK, cool.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you know what her email address was?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][POSITIVE] Alright, thank you so much, [PII] for verifying all that information for me. Um, give me just a second, let me take a look at everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your last name, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect so you're in you have your own log in on the um online service center so I was just checking for that we probably will need to get.
[AGENT][NEUTRAL] Um, our record updated and have um Crystal taken off, um, and if you're gonna be the one to be taking over that role, we may need to put your information in there, um, but as far as terms or changes, um, you can send those to um our care team email address.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And we can get those completed for you. Uh, there should be ways to do stuff in the online service center. I can send you an email with a um help guide.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that would help you any, um.
[CUSTOMER][NEUTRAL] I've got the admin guide here.
[AGENT][POSITIVE] OK, perfect. That's what I would have sent you. Let me.
[CUSTOMER][NEUTRAL] Um, I see add employee, but I don't see anything.
[CUSTOMER][NEUTRAL] For entering that someone was terminated.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, no problem. So and that could be because we may have to do a refund or something like that, so we would need to be notified manually so that's probably why, um, I apologize I'm not very versed in the admin stuff, so I'm sorry, um, but that does make sense.
[CUSTOMER][NEUTRAL] That's OK, so
[CUSTOMER][NEUTRAL] I'm looking at my staff list here and because not everyone has these elective.
[CUSTOMER][NEUTRAL] Coverages um so I'm just reviewing this hang on one.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] I'm only seeing.
[CUSTOMER][NEUTRAL] One that resigned on this list so what what I need to let you guys know and how do I let you know it?
[AGENT][NEUTRAL] Uh, you can, like I said, send an email to the care team. I'll give you that email address and just need to basically say, you know, um, good afternoon, um, [PII], um, terminated effective this date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I mean, that's pretty much all we need and we'll go in and take him off the uh the group, so yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what email address is that?
[AGENT][NEUTRAL] It is Care Team, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][POSITIVE] OK, awesome. I will do that then thank you so much for your help.
[AGENT][NEUTRAL] No problem, [PII]. And if you have any
[CUSTOMER][NEUTRAL] Oh, do you need me to do anything to set me up as like the person who you'll be, uh, I mean I have it set up I'm logged in and stuff but I don't know if you need anything else from me since [PII]'s no longer here.
[AGENT][NEUTRAL] Yeah, um, let me check and see who actually changes that. Hold on just a second for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thanks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm mhm mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] I was getting down to the music.
[AGENT][NEUTRAL] When you picked up
[CUSTOMER][POSITIVE] Yeah, it's easy to do.
[AGENT][NEUTRAL] Yeah, um, so I have someone from a group on the line and um the group contact that's list, OK, first of all, let me give you the the group number um 20939.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Y'all do change the group contact and stuff like that, don't you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I was like I thought I saw that in. um, so the group contact on this group is [PII]. Um, she is no longer there, um, so [PII] is actually doing everything that [PII] was doing before. She is active on the OSC. I checked that out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I see her.
[AGENT][NEUTRAL] Um, so I'm just wondering if we need to, she's gonna be sending in some terminations and stuff like that, and she wanted to see about getting the, uh, getting Crystal taken off there because she no longer works there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, she can do that if she can put that in with her termination request then yeah we can do that. I can tell her um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That she can just include that with that and we can take care of all of it together.
[AGENT][NEUTRAL] OK perfect so just like her name and email that she wants on there right? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, do you want me to talk to her?
[AGENT][NEUTRAL] No, I can tell her it's no problem. I just wanted to make sure.
[CUSTOMER][NEUTRAL] OK, OK, yeah, yeah, she can put that in the same request and if she'll just tell us that [PII] is no longer with the group and then just include her name and email and phone number, you know, if it's different then yeah we can take care of that all in one request.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right perfect thank you so much [PII].
[CUSTOMER][POSITIVE] OK, no problem. Just if she needs anything else, just send her over, we'll take care of her.
[AGENT][POSITIVE] All right, I will. Thank you.
[CUSTOMER][NEUTRAL] OK. Uh-huh. Bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] All right, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. Um, so, uh, all you need to do is include that in the email that you're gonna send for the termination.
[AGENT][NEUTRAL] Um, just put on there that the group contact [PII] is no longer employed and you need to change the group contact to yourself.
[AGENT][NEGATIVE] Um, and because the same people who are gonna handle the termination that you're sending in will also update the group contact information, so kind of like killing two birds with one stone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds like a plan. I thank you for all your help.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] All right, have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. OK, bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.