AccountId: 011433970860
ContactId: 9bbea779-ed9e-4119-9faf-c36e219c7bde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499980 ms
Total Talk Time (AGENT): 250131 ms
Total Talk Time (CUSTOMER): 201212 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/9bbea779-ed9e-4119-9faf-c36e219c7bde_20250325T19:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] from Crescent Title. Um, we have a a retired employee that I subtracted off our bill last month, and she's showing up again this month. I went online, wasn't quite sure how to delete her. Um, can you help me with that?
[AGENT][NEUTRAL] OK, so you have an employee that has retired and you had removed them or
[CUSTOMER][NEUTRAL] Right, yeah, I, I subtracted. I subtracted her from the premium said the date she terminated, uh, [PII], um, they used to be good enough. I don't know if it's good enough anymore, but, um, I printed the, the new invoice and she's on there again.
[AGENT][NEUTRAL] Requested that they be termed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I subtracted her again but I'm calling to see if y'all can remove her.
[AGENT][NEUTRAL] OK, so, yes, ma'am, I.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][POSITIVE] OK, so uh yes ma'am, I'll be able to help you.
[AGENT][NEUTRAL] I can help you in just a moment but first.
[CUSTOMER][NEUTRAL] You're going in and out. I'm not sure why um.
[AGENT][NEUTRAL] Well, I'll need to put, yes, ma'am, and there's nothing. I'm not either. It's been an issue all day and I'm, I'm very sorry about that, but
[CUSTOMER][NEUTRAL] OK, alright, um, just now I'm here.
[AGENT][NEGATIVE] Apparently, I can't fix that today, for whatever reason, um.
[CUSTOMER][NEUTRAL] Bits and pieces.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we're group number 25,400. Does that help?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, what is the group number again?
[CUSTOMER][NEUTRAL] 25,400
[AGENT][NEUTRAL] OK, thank you. So just one moment.
[AGENT][NEUTRAL] And once I do get, and who am I speaking with, please? I didn't get your name.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is OK and you said group number is 25,400, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and I will need to verify just a few things with you, um, just then so for security purposes first, so the name of the group and the group's address.
[CUSTOMER][NEUTRAL] It's Crescent Title LLC [PII].
[AGENT][NEUTRAL] Thank you and then your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number that we have for this group is the same as the one that you provided for me.
[CUSTOMER][NEUTRAL] Right, well, it could be mine or it could be [PII]. That's our main line, so either one of those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it actually
[CUSTOMER][NEUTRAL] You went out a minute.
[AGENT][NEUTRAL] OK. And actually we do have yours. It, it is showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, that's my direct line.
[AGENT][NEUTRAL] OK. And so which employee is it that you're
[CUSTOMER][NEUTRAL] [PII], she's got group critical illness. She retired [PII].
[AGENT][NEUTRAL] OK, so just a second.
[AGENT][NEUTRAL] OK, so we, uh, we do still show her policy is active, so give me just a moment.
[CUSTOMER][NEGATIVE] Used to be I could just write it on the bill when I remit it but y'all don't seem to be picking it up the last couple of times.
[AGENT][POSITIVE] OK, the best thing to do on this um is gonna be.
[AGENT][NEUTRAL] To send it to send an email to our care team.
[CUSTOMER][NEUTRAL] I lost you a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The billing COLL.
[AGENT][POSITIVE] I'm just so sorry. I don't know, I mean.
[CUSTOMER][NEUTRAL] He went out again.
[AGENT][NEUTRAL] And I must, I could not be.
[AGENT][NEGATIVE] Well, and I don't have a clue why it's doing that because this.
[CUSTOMER][NEUTRAL] You're in and out in and out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You must say I'll be having a rough day.
[AGENT][NEGATIVE] I went on vacation and since I have come back, it has been, uh, uh, uh, it's just been quite challenging, let's put it like that. I don't know why. It's it's, it's, um, yeah, it has, it's, it's been challenging.
[CUSTOMER][POSITIVE] Right, that's, that's a good word. That's a good word. That's the, that's the perfect word.
[AGENT][NEUTRAL] So I'm just trying to do the best that I can. I've
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I, I just don't know what else I, there's anything else that I'm having an issue with other than this headset.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let's try this again.
[AGENT][NEUTRAL] Send an email to care team.
[AGENT][NEUTRAL] At
[CUSTOMER][NEGATIVE] So not this billing collect, not the one on the care team.
[AGENT][NEGATIVE] No, no.
[AGENT][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] And put the request to term and the date.
[AGENT][NEUTRAL] For her termination to be effective. And I will make a note that.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] That you are going to be.
[AGENT][NEUTRAL] Sending an email.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, OK, because uh I, at one time I could do it online but it looks like y'all have changed.
[CUSTOMER][NEUTRAL] So I'm having trouble figuring it out and then you know somebody said oh you can just write it on the invoice and so I started doing that um I'm not picking it up so alright I will send.
[AGENT][NEUTRAL] So what I'm gonna so you can send that email if you have been writing it on the invoice when you're submitting I'll be happy to connect you with someone in the billing division.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If you've been doing that.
[CUSTOMER][POSITIVE] Will that help? Yeah, I did it last month and I'm getting ready to send another one and I'm writing it again.
[AGENT][NEUTRAL] I, I mean,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. I think um the best thing is, I mean, they may tell you differently. Um,
[AGENT][POSITIVE] But I would, the email is definitely, you know, gonna give you some confirmation that it that it's getting done.
[CUSTOMER][NEUTRAL] OK, I'll do that.
[CUSTOMER][NEUTRAL] Should I send it both to the care team and the billing collect? Should I send it to both?
[AGENT][NEUTRAL] As far as a termination request, no, you can just send because it's no, you can just send it to care team mhm because kind of everything goes gets routed through that email mail to the different.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right, I'll do that.
[AGENT][NEUTRAL] shifts and so, um, but if you would like uh regarding you having already submitted it.
[AGENT][NEUTRAL] I can, I can transfer you, but.
[AGENT][NEUTRAL] I just think that sending the email is gonna be the.
[CUSTOMER][POSITIVE] No, I'll just send the email, yeah, yeah, that's good I'll do that.
[AGENT][POSITIVE] Crossing T's and dotting I's better.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Yeah, OK, alrighty, alright, thank you.
[CUSTOMER][NEUTRAL] That's it and I hope your phone issue gets better.
[AGENT][POSITIVE] Well, I am certainly praying. I may need to come down to the cathedral down there to Saint James Square and, and, you know, get some holy water for this thing, but yes, thank you very much.
[AGENT][NEUTRAL] Yes, if you see me in the square with a head.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] Lost you again.
[AGENT][POSITIVE] Said you'll know who I am. I won't even have to tell you that I'm with A and see? Yup. OK. Well, have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.