AccountId: 011433970860
ContactId: 9c34af18-08d8-4ccd-b7c3-d4961c4a3f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448179 ms
Total Talk Time (AGENT): 153776 ms
Total Talk Time (CUSTOMER): 181315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/9c34af18-08d8-4ccd-b7c3-d4961c4a3f67_20250401T18:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling UPS. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you? My name is [PII].
[CUSTOMER][NEUTRAL] And uh I'm calling on behalf of the agent [PII].
[CUSTOMER][NEUTRAL] And the reason I'm calling is for the group number 17021.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 17021?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] This is correct.
[CUSTOMER][NEUTRAL] South Miami inpatient physician.
[AGENT][NEUTRAL] OK, and [PII], I just need you to verify the, uh, well, 1st may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. [PII].
[AGENT][NEUTRAL] Thank you. And I just need you to verify the group's address and your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the address of the group you're supposed to have it, ma'am.
[CUSTOMER][NEUTRAL] And the reason I'm calling is regarding uh participant [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Alright, so hold on one moment. I do have the address on file, which is why I'm trying to verify it with you and then we can move forward with the call.
[CUSTOMER][NEUTRAL] Nothing, everything is, is the same, ma'am. And I'm calling like almost every day regarding this group. So we, you're supposed to, when you see the, the name of the agent, you're supposed to right away know who he is, very famous with the SMIP.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the member's name was [PII] and the last name?
[CUSTOMER][NEUTRAL] Trueba, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] All right, and how may I assist you with the number?
[CUSTOMER][NEUTRAL] We terminated him in [PII].
[CUSTOMER][NEUTRAL] And he's still showing in the last uh billing. If you open up the billing, which is I requested to to send it to me and we send the termination [PII], ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And I believe, mhm, go ahead.
[AGENT][NEUTRAL] Oh, hold on one second. So, just because I'm gonna have to get you the group billing, so I just want to make sure I have everything correct. So you said you it was supposed to be terminated on [PII] and he's still showing up on the invoices.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] This is correct, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Just dependent. Alright, so let me do this. So we have two options. Um, if you'd like to speak to someone now, I can get a member of a group billing on the line, or you can um email the termination to group billing. Do you know if the email has already been sent to terminate? Because I can let them know that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK. So I'm gonna let them.
[CUSTOMER][NEUTRAL] We terminated, we, we took, ma'am, ma'am, wait a minute, we took all the preliminary steps you should have removed him a long time ago. He still appears on the billing.
[CUSTOMER][NEUTRAL] It's not as if we're starting again and again and again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And don't send us to the computer system. We need to talk to somebody to get it done. It hasn't been done.
[AGENT][NEUTRAL] OK. Like I said, I'm gonna get you to group billing. It's the actual representative that handles group billing. I was just asking you because they're getting ready to ask me, so I just wanted to have the answers for them, but I'm gonna go ahead and get a representative for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, but.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Hold on one moment and thanks for calling APL.
[CUSTOMER][POSITIVE] I love sala.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEGATIVE] I'm doing good. I have a um NAS agent and I don't know who that is in the background, but they have a member that's supposed to be, they say it's supposed to be terminated as of [PII]. I don't see any notes in there. They're not really giving me much information when I ask questions, they say I should already have it and they just want to talk to somebody because the person is supposed to be terminated.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] Um, it is 17021.
[CUSTOMER][NEUTRAL] And did they give you uh intragenine?
[AGENT][NEUTRAL] Mhm, I have the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 250-7730.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me see what we got last week.
[CUSTOMER][NEUTRAL] Come on, [PII].
[CUSTOMER][NEUTRAL] Um, please need the status of that and that is still showing on the latest bill from APL with the dependent. Please confirm the termination coverage in front of me.
[CUSTOMER][NEUTRAL] Well, we, it looks like we just got the email.
[CUSTOMER][NEUTRAL] But it doesn't say when the.
[CUSTOMER][MIXED] Term was effective but it's still not even look like I don't even know who that is.
[CUSTOMER][NEUTRAL] Um, and who's, uh, who's on the phone?
[AGENT][NEUTRAL] So we're speaking with [PII].
[AGENT][NEUTRAL] Um, she's with the agent's office and it may be the broker in the background. I, I don't know who he, he just started talking. He never said who he was, just, we went through all the normal protocol. We just need him terminated and I'm like, OK, so they're not giving me much information.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can send them to me.
[AGENT][NEUTRAL] All right, hold on one moment.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you all further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Like she said, my name is [PII] and