AccountId: 011433970860
ContactId: 7d22d931-ee45-4eb8-bb22-3604799c5a2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373200 ms
Total Talk Time (AGENT): 156028 ms
Total Talk Time (CUSTOMER): 140475 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7d22d931-ee45-4eb8-bb22-3604799c5a2f_20250210T17:27_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] I'm with Capital Area Health Network. I was calling to speak to someone in regards to our account.
[AGENT][NEUTRAL] OK, uh, for a group.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] with Capital Area Health Network.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. OK, and before we go any further, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you. And then do you have that group number?
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] I have 960, no, that's the department number.
[CUSTOMER][NEUTRAL] 253-557.
[AGENT][NEUTRAL] That was 253-557.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, was that uh Vernon J. Harris East End Co Health Center?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I don't see you listed as a contact, [PII]. um, are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Um, the address that you all have listed would be make sure when there's [PII].
[AGENT][POSITIVE] OK, thank you for verifying that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, um, what was it we could help you with today, [PII]?
[CUSTOMER][NEUTRAL] A couple items. Uh, one, I would need to update the contact or author authorized individuals on the account, and then the second would be to update the termed employees for the inactive status.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you OK so to update that information [PII], you would send us an email uh with all of that information that needs to be updated of course that correct information uh let me know when you're ready and I'll give you that email address you would send that to.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the word [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][POSITIVE] All right. I will take care of that.
[CUSTOMER][NEUTRAL] And then the second item um is the termed individuals. So in the portal I've gone in because I do have access and I've updated.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] By deleting the policy, I believe it is, it says delete employee, and I've done the qualifying event with the qualifying event date, but I know the names are still located in there as well as on the billing statement that we received in the mail today. I wanted to make sure those were updated appropriately.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, let's see.
[AGENT][NEUTRAL] Alright, um, how many members were there that term?
[CUSTOMER][NEUTRAL] Um, let me see 1234.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 14 approximately 14.
[AGENT][NEUTRAL] There were 14 members, OK.
[AGENT][NEUTRAL] Did you want me to check all of those?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, if you can let me know, I just put them in. I think I have 3 more to go. I just wanted to make sure that deleting them that they are actually processing.
[AGENT][NEUTRAL] Sure, OK, let's see.
[CUSTOMER][NEUTRAL] Being that we just received the statement.
[AGENT][NEUTRAL] Alright, um, if you want to you can just give me um a couple of those names we could just make sure that that has been working.
[CUSTOMER][POSITIVE] Thank you, um, [PII], [PII], and [PII].
[AGENT][NEUTRAL] Could you spell the last name? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, which one? [PII]?
[AGENT][NEUTRAL] OK, hang on, I see that, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And when you're excuse me, you were just terming all of these uh was this today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'm not showing that they have lapsed yet um it's possible it just needs some time though um.
[AGENT][NEUTRAL] But as you're not listed as a contact I'm unable to provide any other information um I will say though of course that I am still showing that they are active but again it might just take a while for that to reflect in our system.
[CUSTOMER][NEUTRAL] OK, so currently in the system, you only have [PII] and [PII] and [PII] who are listed as contacts, correct?
[AGENT][NEUTRAL] Let me get back and let me see who I've got, let's see.
[CUSTOMER][NEUTRAL] Because only one of those 3 individuals is still with us. I don't know if you need.
[AGENT][NEUTRAL] Yeah, [PII], [PII], [PII], [PII].
[CUSTOMER][NEUTRAL] OK, so let me take that. I'll have them removed because they're no longer with us.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As the HR manager, I just need to have my name and the CEO as well as the CFO's name and then have I.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][NEUTRAL] OK, so I'll email.
[CUSTOMER][NEUTRAL] Do you know what the turnaround time is because I know I'm trying to get the bill corrected as well.
[AGENT][NEUTRAL] Sure, um, I'd say it's early enough in the day. Um, I wouldn't say longer than tomorrow. You should get a response from us, if not sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great. I appreciate it.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No, um, is there a confirmation number or anything I need to note down?
[AGENT][NEUTRAL] I think a reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], last initial is A.
[CUSTOMER][POSITIVE] Sounds good. Thank you, [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.