AccountId: 011433970860
ContactId: 9ea32f94-7e63-45a2-b495-ab1b042f63b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204410 ms
Total Talk Time (AGENT): 69486 ms
Total Talk Time (CUSTOMER): 70047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9ea32f94-7e63-45a2-b495-ab1b042f63b8_20250108T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How are you doing?
[AGENT][NEUTRAL] What's going on? How are you?
[CUSTOMER][NEUTRAL] Not too bad. I'm calling about our group, um, M&R plating. They were supposed to terminate their med link plan with y'all effective 131, and she's saying that she just paid for that she just paid an invoice recently and I'm just trying to figure out where they are.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what did you say the group's name was R and?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And just letter M as in Mary and R and I have the group number.
[AGENT][NEUTRAL] Yeah, give me, hold on, let me get back to another screen. OK, what's that group number?
[CUSTOMER][NEUTRAL] 238-887
[AGENT][NEUTRAL] OK, it does still show that they're active and they were supposed to be termed 13 of 25.
[CUSTOMER][NEUTRAL] No, the last day of January.
[AGENT][NEUTRAL] Oh, the last day of.
[CUSTOMER][NEUTRAL] Yes, so at the end of this month they should be terminated.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] And they sent that to us? I guess I could look. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and our.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It might have been me or someone in my office that sent it to you.
[AGENT][NEUTRAL] OK, I don't see that we.
[AGENT][NEUTRAL] Have that
[AGENT][NEUTRAL] Letter for them to be termed.
[AGENT][NEUTRAL] I see renewal paperwork. I see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, let me double check this email, but I don't see where they asked to be lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know, do you know who you sent it to?
[CUSTOMER][NEUTRAL] No, and I don't even know if it was me that sent it or Eli, but we thought we, we both thought it had been sent in. Um, can you see that they paid the February premium or did they, they did pay the February premium?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on, 238823887.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 238887.
[AGENT][NEUTRAL] Um, I see where they've paid January. I don't see that they've paid February.
[CUSTOMER][NEUTRAL] OK great alright then I will make sure that that who should I send the letter over to?
[AGENT][NEUTRAL] I mean you can send it to me if you want or just [PII] just whoever you typically send it to.
[CUSTOMER][NEUTRAL] OK, then I will send that over.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome thank you I'll talk to you later.
[AGENT][POSITIVE] Yeah, have a good day bye.
[CUSTOMER][NEUTRAL] You too bye.