AccountId: 011433970860
ContactId: 7db7f7da-95e7-488f-bd96-4da99eb5fa1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 598979 ms
Total Talk Time (AGENT): 300756 ms
Total Talk Time (CUSTOMER): 195701 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7db7f7da-95e7-488f-bd96-4da99eb5fa1e_20250408T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have an employee who as of the [PII], uh, was on Medicare, so I need to remove her, but I'm not sure. Uh, I went online and I have her name up, but it says qualifying event, so I'm not sure what to put.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sure, um, I can help you with that. Let me get your group information pulled up um and get everything confirmed and I can walk you through that process.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let's see, um,
[CUSTOMER][NEUTRAL] OK, it's group 117198.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can you verify the group address and email address for me?
[CUSTOMER][NEUTRAL] Sure. The address is [PII].
[AGENT][NEUTRAL] OK, and then um the email address and the phone number, please.
[CUSTOMER][NEUTRAL] It should be [PII] and the phone number is [PII].
[AGENT][POSITIVE] OK, thank you [PII] for verifying that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm sorry you were breaking up a little bit. I'm sorry.
[CUSTOMER][NEUTRAL] I said, is that the right phone number because sometimes I put my cell phone.
[AGENT][NEUTRAL] Yeah, yes ma'am, we have the one that ends in [PII].
[CUSTOMER][POSITIVE] Great, great.
[AGENT][NEUTRAL] OK, let's take a look here um so I know you said that you had an employee who went on Medicare effective for one and you wanted to remove that person and um you were trying to figure out what to put for the qualifying event, is that right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, so typically, um, that would be, I don't know, does it give you um a couple of options, um, when, or does it, does it have something for you to type in?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It gives marriage, birth, divorce, death.
[CUSTOMER][NEUTRAL] Job status change, job status change spouse, adoption, loss of health coverage, open enrollment, and change of address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] Let's put um job status change um I think that would probably be the closest thing um what it it's gonna do is it's just gonna come through to us as um to terminate her policy um so I think that would probably be the closest thing that would fit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you should be able to do that um let me see, yeah, you should be able to, to process that on there and um it looks like.
[CUSTOMER][NEUTRAL] It looks like
[AGENT][NEUTRAL] Um, her policy would still be paid to 41, um, since April hasn't been paid yet, um, and once you do that, we can get your April invoice adjusted once you get that confirmation on that change that you're making.
[CUSTOMER][NEUTRAL] OK, so should I pay the full amount, uh, if it hasn't, I'll check again in a couple days.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Yeah, so, um, I can actually walk you through making that adjustment online um, you're able to make that adjustment yourself and um we can get that uh adjusted now if you'd like.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Mhm yes ma'am so once you get through um and you get your confirmation there on that change then we can um look at your invoice.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And who is it for? What's their name?
[CUSTOMER][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, I see her here, yeah, so we can get her premium for April taken off that April invoice.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So if she's still showing up, double check and make sure that it went through or?
[AGENT][NEUTRAL] And um
[AGENT][NEUTRAL] Yeah, I was gonna.
[CUSTOMER][NEUTRAL] Should it, will it
[AGENT][NEUTRAL] Yeah, so it should show on my end when you get that confirmation. Um, I don't know how soon it is, but um have you gotten that confirmation yet?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Is there like a save button?
[CUSTOMER][NEUTRAL] I, I, I left.
[CUSTOMER][NEUTRAL] Yeah, hang on, I'm going through it again just to make sure.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And it says, you know, carefully review and I hit submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did this before so I don't know if I'm.
[CUSTOMER][NEUTRAL] Duplicating it now.
[AGENT][NEUTRAL] What happens after you hit submit?
[CUSTOMER][NEUTRAL] Oh, it's
[CUSTOMER][NEUTRAL] It says download a PDF of the confirmation success.
[AGENT][NEUTRAL] OK, yeah, I would keep that just for your records. um, let me see.
[AGENT][NEUTRAL] It shows on my end.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It doesn't show yet. I don't know how quick that notice comes across um it might take some time for that to come across to to our system, um, but just keep that confirmation for your records and what we can do is we can still go on onto your invoice and adjust your invoice so that you don't pay for April.
[CUSTOMER][NEUTRAL] OK, hang on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, so I saved that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Clothes.
[CUSTOMER][NEUTRAL] And then go back to home.
[AGENT][NEUTRAL] Yes, and then you can go to um my billing and you should be able to see your open invoice for April.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and so if you click that, um, it'll open up and um it should just pulled up below it it'll say billing details and you'll have a list of all of your employees and if you'll go down to [PII], you can change her due amount. It's that second amount column you can click in there and change her amount to a 0.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hang on.
[AGENT][NEUTRAL] And then it will, it will require a comment over there on the side and you can just put your comment, you know, effective for one on Medicare, that will be fine.
[CUSTOMER][NEUTRAL] OK, wait a minute, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So crazy. OK, let me start again because I, she happens to be on page 2 and when I go to page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So the first page is fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me make sure she's not on this and I do have the.
[CUSTOMER][NEUTRAL] The bill, the billing amount and then the due due amount and the adjustment and then there's a long stated box.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] When I go to pay.
[CUSTOMER][POSITIVE] Oh, now it's working OK.
[AGENT][POSITIVE] OK, OK, good.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, so the adjustment I'm gonna put.
[AGENT][NEUTRAL] Uh, yeah, you can put um effective 41 went on Medicare. That will be fine.
[CUSTOMER][NEGATIVE] But it doesn't let me put the adjustment in.
[AGENT][NEUTRAL] Um, were you able to put a 0 in for the due amount?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I got it. OK, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so what do you want me to put in the comments?
[AGENT][NEUTRAL] You can just put effective for one on Medicare.
[AGENT][NEUTRAL] And then when you get that in there you can click save at the top.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll just refresh it on my end and make sure that I can see it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I don't see a saved button.
[AGENT][NEUTRAL] OK. It should be, um, it's blue for me. It should be um a blue line and it should show you save changes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh save changes. I see it.
[AGENT][NEUTRAL] Mhm yes ma'am, click save changes and then I'll refresh on my side and make sure I can see that and we should be good to go then.
[AGENT][NEUTRAL] Yes ma'am, I see it on here um and when you save it if you refresh it on your side it'll pop up at the top since it was a change so I can see that here so it looks like you're good to go um and so we'll have that processed and um she won't appear on the next bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also see you're welcome you can also see over there on the right side your revised total due. Do you see that?
[CUSTOMER][POSITIVE] OK, terrific. Thank you so much.
[CUSTOMER][POSITIVE] I see. Yes, great.
[AGENT][POSITIVE] OK perfect awesome well is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] OK perfect well no problem thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thanks.
[AGENT][POSITIVE] You're welcome bye bye.