AccountId: 011433970860
ContactId: 8da4223d-d50d-4819-acbe-4c51abde3554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470649 ms
Total Talk Time (AGENT): 231768 ms
Total Talk Time (CUSTOMER): 190778 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8da4223d-d50d-4819-acbe-4c51abde3554_20250210T21:18_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]. This is [PII] with Health Bridge Medical. How are you today?
[AGENT][POSITIVE] I'm good. How about you?
[CUSTOMER][POSITIVE] I'm doing great thank you.
[CUSTOMER][NEUTRAL] Um, on my, the company that I work for, um, Healthridge Medical, we're new to APL and um.
[CUSTOMER][NEUTRAL] I just I have some questions about paying invoices and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Terminating employees.
[AGENT][NEUTRAL] OK, what's that group number?
[CUSTOMER][NEUTRAL] It is sorry.
[CUSTOMER][NEUTRAL] Hang on one second.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] AL
[CUSTOMER][NEUTRAL] The um group number you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's 268-85.
[AGENT][POSITIVE] OK, fantastic. That's one of my groups. All right, and I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I don't have you as a contact on here but um I can help you out with um the online service center is so long as you know, I didn't give you any.
[AGENT][NEUTRAL] Information particularly to the group.
[CUSTOMER][NEUTRAL] OK, um, so [PII], our admin gave me, um, access today to the APL secured site.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um so my first question is, um,
[CUSTOMER][NEUTRAL] If we have
[AGENT][NEUTRAL] I apologize. Let me just pull that up because if you, if they did, I apologize I didn't check that um beforehand. I would more than definitely talk to you about it if you're on there. I sincerely apologize for not having checked that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK. She actually just did it, I think this morning, so or maybe even earlier this afternoon.
[AGENT][POSITIVE] No, I have you right here, so it's great. I apologize for that. All right, so what can I help you with?
[CUSTOMER][POSITIVE] OK. No worries.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Going into um delete an employee that's no longer with us that looks easy enough, but my question is when I delete them, um, is there like a termination date that I put in there so that you all know technically when their coverage is supposed to end?
[AGENT][POSITIVE] Yes ma'am, that would definitely be required and um if.
[CUSTOMER][NEUTRAL] OK, so when I hit that delete, I just didn't wanna hit the delete employee without knowing what was coming next when I accidentally delete somebody before I'm supposed to. So when I hit that, it'll prompt me for more information.
[AGENT][NEUTRAL] So if you do that.
[AGENT][NEUTRAL] You know what, I, I wanna apologize one more time. I am so new, I have not helped anybody with this particular um part of the online service center, so let me look really quick. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Let me see, I have a particular employee um in mind that is still listed on our um invoices that I know um is leaving or has already left. I'm trying to get her her term date from the office manager.
[CUSTOMER][NEUTRAL] Um, so I was trying.
[AGENT][POSITIVE] So what I'm gonna do is I'm gonna walk you through all this, but I'm also gonna send you a user guide that gives you step by step on how to do adding, removing, uh, changing any kind of information you need to do on there. It'll give you step by step on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] Yes, it looks like there'll be prompts after you, uh, select the, the red delete employee button. Um, it'll follow it says follow the prompts to delete the employee you'll choose the qualifying event, uh, if it's termination or whatever the case may be, enter the qualifying dates or event date and then the termination date. So there's gonna be two different dates that you're gonna put in there the qualifying date and the termination date. It could be the same, it could be different, um, and then you click continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do we know what the difference is between the two? Like, did they give you a definition of what a qualifying date is versus the termination date?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You know, I, I'm trying to think of an instance where that would be, um, a qualifying of course would be any change.
[CUSTOMER][NEUTRAL] It's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean maybe it's a thing where like their actual last day is you know [PII] but we're you know paying for their er their you know their APL service through the end of the month. I don't know OK.
[AGENT][NEUTRAL] I suppose it could be different.
[AGENT][NEUTRAL] Um, it says here click continue to receive the confirmation page, so that should be, you know, and then it says click the green cancel button to make changes or the delete button to permanently remove them. So it should be a step by step that's pretty self-explanatory after you hit that delete delete uh employee button.
[CUSTOMER][POSITIVE] Interesting, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then my second question is now that I'm on here and I see that we have two invoices due, one from January and one from February, um, how, uh, am I able to pay these online?
[AGENT][NEUTRAL] Absolutely. And if the person that you're wanting to uh delete is on that invoice and they shouldn't be, say they, you know, termed as of the [PII] and they don't need these policies, whatever the case may be, you can make an adjustment on the amount due, so you can add it to zero or if they're wanting to change coverage, whatever the case may be, you can make that adjustment, just put a comment on the side explaining the reason why you're making that change because it won't let you proceed with that one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um you save your changes and when you hit submit invoice it will take you to through the prompts to pay it.
[CUSTOMER][NEUTRAL] OK, where I'm sorry, where is that? Where do I go to submit invoice?
[AGENT][NEUTRAL] For me it's in a blue bar just above where everyone's names are.
[CUSTOMER][NEUTRAL] I don't, sorry.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me see if this shows me a picture of what you see because my screen's gonna be just slightly different.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, so select invoice.
[AGENT][NEUTRAL] Yeah, oh, I apologize, that would help select the invoice that you're wanting to pay and then you should have that option to submit.
[AGENT][NEUTRAL] I, I just, it's a Monday. I don't know. I just seem to be forgetting steps in here.
[CUSTOMER][NEUTRAL] That's OK. Oh, I see, submit invoice.
[CUSTOMER][NEUTRAL] OK, and then I can do.
[CUSTOMER][NEUTRAL] If I've entered my um banking information, I can do the one-time electronic funds transfer.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Yeah, that submit invoice threw me for a loop. I think I saw that earlier, but I was like that doesn't feel like pay invoice, but yeah, it's OK, no worries, all good, OK.
[AGENT][NEUTRAL] It helps if I tell you to pick the invoice first, huh?
[AGENT][NEUTRAL] All right, so is this email address good for you, the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, just wanna make sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, is there anything else I can halfway help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. I appreciate your help.
[AGENT][POSITIVE] All right, I'm gonna send this user, user guide over to you just so it's got all the add, remove, delete, uh, change, any kind of feature you want to do. It gives you step by step instructions.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL. Hope you have a great week.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.