AccountId: 011433970860
ContactId: 9b19e832-2ba7-4807-b20d-e181014e92fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269359 ms
Total Talk Time (AGENT): 103132 ms
Total Talk Time (CUSTOMER): 85943 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9b19e832-2ba7-4807-b20d-e181014e92fa_20250305T21:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from Florida Health Administrator. I'm calling in reference to a member that passed away and we need to terminate him from the bill. I tried doing it online and it's saying to call you guys.
[AGENT][NEUTRAL] OK, all right, um, what is your you said your name was [PII], and what was your last name? [PII] you said?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and then what is your group number?
[CUSTOMER][NEUTRAL] I'm sorry, what do you say again?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] What is your group number?
[CUSTOMER][NEUTRAL] Group number.
[CUSTOMER][NEUTRAL] Plan 5000, is that what you're looking for?
[AGENT][NEUTRAL] No, that's the plan type.
[CUSTOMER][NEUTRAL] Do you have?
[CUSTOMER][NEUTRAL] Uh let me see, let me look at the invoice.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The group number.
[CUSTOMER][NEUTRAL] 16497 and the name of the company is Perry Mutual Independent association of Perry Mutual.
[AGENT][NEUTRAL] OK, alright, let me pull up that group real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], can you just verify your email address for me please.
[CUSTOMER][NEUTRAL] It's my name, [PII]. No, I'm sorry, [PII].
[AGENT][POSITIVE] Yes, thank you so much I appreciate you verifying that information for me.
[AGENT][NEUTRAL] So you're calling today because you had a member pass away and you need to cancel.
[CUSTOMER][NEGATIVE] Your voice is getting cut off. I don't know if you can hear me well.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] I can.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Good and you're calling today because you need to uh drop a member from the group because they have passed away is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I tried to do it. I don't know if it went through, but it says to call you guys.
[AGENT][NEUTRAL] OK. I'm gonna go on, mhm.
[AGENT][NEUTRAL] Yes ma'am. OK, so I'm going to go ahead and um transfer you now on over to group billing so they know that you need to uh drop the member because they have passed away so it's gonna be a brief hold.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, thank you. You have a good night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Per
[AGENT][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] Fer.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone and she's with group number 16497.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is calling because she has had a member pass away and she needs to remove them from the group.
[CUSTOMER][POSITIVE] OK, alright, I can help her with that. You can send her to me.
[AGENT][POSITIVE] OK, thank you [PII] bye bye. Oh, and the number she's calling from is a good call back and she did verify. OK bye bye.
[CUSTOMER][POSITIVE] Uh huh no problem bye bye.
[CUSTOMER][POSITIVE] OK good OK good thank you.