AccountId: 011433970860
ContactId: 9af2e31e-daaa-4653-b6dd-68abc3eb3f63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424010 ms
Total Talk Time (AGENT): 116557 ms
Total Talk Time (CUSTOMER): 181686 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/9af2e31e-daaa-4653-b6dd-68abc3eb3f63_20250204T18:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry. Hi, [PII], let me take you off of speakerphone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, uh, I'm, uh, the employer and I have an employee that has, um, quick as of the [PII]. I would like to take her off of our billing.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm the ad administrator for [PII].
[AGENT][NEUTRAL] Internet what
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can you give me the group number?
[CUSTOMER][NEUTRAL] Just one second, I'm on the website.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, no rush.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Group, it says group Medlink 9 group med support, but let's see if I get anything additional when I click on her.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] But I'm asking for your your group, the employer group number.
[CUSTOMER][NEUTRAL] I know I can click on the invoice. I'm just looking for that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Or the name, I can search it by the name.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Where's my invoice? I just clicked on it and it hasn't come up.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Instead the ID card for her came up, I guess because I had already clicked on that.
[AGENT][NEUTRAL] The group number is probably on the ID card too.
[CUSTOMER][NEUTRAL] OK, I've got the invoice now group number 23533.
[AGENT][POSITIVE] OK, great.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I see you, [PII] there. Verify your email address and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh [PII] and my telephone number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the physical address for this location?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, and you said that are you trying to term a patient online or you wanting us to term the patient?
[CUSTOMER][NEUTRAL] No, I'm trying to term a client, I mean, uh, an employee.
[AGENT][NEUTRAL] Uh huh not a patient employee, yeah, OK, and you're needing assistance doing that?
[CUSTOMER][NEUTRAL] Who quit
[CUSTOMER][NEUTRAL] Well, it doesn't, I, I was looking on the website. I don't know, maybe it does allow me to do it, but I don't see how to do it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, hold on one second, it should, let's see.
[AGENT][NEUTRAL] Yeah, you should be able to delete let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] It has action, but action is actually grayed out like.
[AGENT][NEUTRAL] What's the employee's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you may have to send that to us email a termination request to us, [PII], to get that uh employee canceled.
[CUSTOMER][NEUTRAL] OK. I usually send it to our broker that used to handle everything for us, and I got no response when I told him to add a new employee to APL, so I'm wondering if he's not available or if he's ill, so can I.
[AGENT][NEUTRAL] Uh-huh. who is the broker, a broker?
[CUSTOMER][NEUTRAL] [PII], um, I'm sorry. Today is not a good day for me. I just sent [PII], uh,
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, alright, I see, OK, alright, well, you're more than welcome to send an email uh to [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The word [PII], so that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, um, that's in between [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And it's capitalized or not?
[AGENT][NEUTRAL] It's not case sensitive.
[CUSTOMER][NEUTRAL] OK, wonderful. So if I send an email requesting the removal of this employee and then the addition of another one, I just need to to um add the uh application, is that not correct for the new employee? OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, so for the for the termination request you'll just put the group number in the subject line and then the body you get, you know, tell us your request to cancel, give us the employee's name and the date that the policy needs to be terminated, and then I would send a separate email for a new enrollee if you're wanting to add someone.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, fantastic. Well, thanks for your help today. I appreciate it. And now I know what I need.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, you're welcome, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] You have a good one. No, that's it. OK.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks, bye.
[AGENT][NEUTRAL] Bye-bye.