AccountId: 011433970860
ContactId: 994bf085-d4a7-4493-9d3c-6fc4ecef1f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391510 ms
Total Talk Time (AGENT): 152625 ms
Total Talk Time (CUSTOMER): 130819 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/994bf085-d4a7-4493-9d3c-6fc4ecef1f6c_20250602T21:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I am.
[CUSTOMER][NEUTRAL] In a group for um our school district and I am the benefit specialist and I'm having some issues um with reconciling the bill it looks like there's a new format and I'm not sure exactly what I'm doing wrong.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and have you set up on the online service center as a new user?
[CUSTOMER][NEUTRAL] I, I did.
[AGENT][NEUTRAL] You say you didn't?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, and it's giving you an error message when making a payment?
[CUSTOMER][NEUTRAL] No, I'm trying to reconcile it, um, so I'm trying to change an amount of an employee that has um been terminated that's still on our bill, um, in the past I was able to um just take that amount off and I'm not able to do that anymore.
[AGENT][NEUTRAL] OK, and your name is and the group number please?
[CUSTOMER][NEUTRAL] OK, my name is [PII] and our group number is let me look that up.
[CUSTOMER][NEUTRAL] 13748
[AGENT][NEUTRAL] 13748. OK, thank you ma'am. Give me one moment.
[AGENT][NEUTRAL] 48.
[AGENT][NEUTRAL] OK, and verify the group name and um mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Alright, I got to one screen. Give me one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, I'm not one moment trying to pull it up in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like you should have it to where you can delete an entry, like delete a person. Uh, like, what's the insured's name you're saying that retired?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it was a resignation, um, [PII] would be one of them.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] I tried to delete it but it wouldn't still wouldn't delete. I tried to change the amount and it said to enter a valid number, a valid amount, and even when I put 0, nothing, 0.00 still can't.
[AGENT][NEUTRAL] Uh, which [PII] and
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. She, she should have been terminated for 30.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] And when you click on her name, um, do you, a box pop up that says billing, bill detail with her name and policy number and type of policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I get all that. I try to adjust it. I try to delete it.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And when you try to delete it, did it have another box come at the bottom saying delete entry? Are you sure you want to remove this entry?
[CUSTOMER][NEUTRAL] Yes, I did all that, but it never adjust the price never adjusted and then when I went to search for her she's still on there.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I probably have to send a request for IT to review and someone give you a call back either or call back or email you if it's been corrected.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and which one would you prefer? Would you prefer a call back or someone to email you once it's been corrected in the system?
[CUSTOMER][NEUTRAL] Uh, an email is fine.
[AGENT][NEUTRAL] And what's your email Ms. [PII]?
[CUSTOMER][NEUTRAL] It's, it's my name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I will send, I'm gonna send a request, Miss, um, [PII], so they can.
[CUSTOMER][NEUTRAL] Now
[AGENT][POSITIVE] Corrected and then give you a call back.
[CUSTOMER][NEUTRAL] OK, so moving forward is this kind of gonna be the format of the new um billing?
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] For the OSC yes ma'am.
[CUSTOMER][NEUTRAL] Because it didn't look like
[AGENT][POSITIVE] I mean, they are still working on it because it was just implemented recently, this new one, so they're still working on it and by sending these errors, there's something they can add on and complete and fix for hopefully it won't happen the next time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Yes, ma'am. But, and also to terminate an employee, you can email our care team just with the person's name and um when you would like to terminate them, and they can also do it that way.
[AGENT][NEUTRAL] Until this has been um.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Fixed.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] OK. uh, thank you. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] I think that's all.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.