AccountId: 011433970860
ContactId: ab785eb1-9af6-4ece-8cd5-27c1b3936892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451649 ms
Total Talk Time (AGENT): 178805 ms
Total Talk Time (CUSTOMER): 174080 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ab785eb1-9af6-4ece-8cd5-27c1b3936892_20250205T18:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. So, that was quick. I was gonna put you on speaker while I was holding. Hey, uh, good afternoon. My, I, I, I just clicked it and I was like, you know, I was like, OK, um, hey, good afternoon. My, my name's [PII]. I'm director of HR for Cos Springs Improvement District. Um, I'm the, I'm on as a plan administrator, but do I need to change me, um.
[CUSTOMER][NEUTRAL] [PII], uh, was the previous director of HR for 38 years, um, but he's since retired. Do I need to change me, um, can you change me over? Do I need to be the point of contact for the.
[AGENT][NEUTRAL] For the group.
[CUSTOMER][NEUTRAL] Yeah, for the group
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I'm in as a plan administrator I've already done I've I've been here about 5 months, but, but he's gone now so I mean I know it's not much change your name on billing and things like that but I didn't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] If I needed to do that with you all or not if it was just a medical kind of dental thing or.
[AGENT][NEUTRAL] OK, well, uh, [PII], that's a good question. I'm going to, what I'm going to do first is get your callback number just in case our call is disconnected we'll be able to call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your group number?
[CUSTOMER][NEUTRAL] Uh, I'm logged in. Let's see what group contact information, yeah, I see it's got him, uh, well.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] I don't, I don't even know what my group.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't let me see, be on our invoices. I get, let me pull an invoice up. Give me a second.
[AGENT][POSITIVE] Sure, sure thing, yes sir, please take your time.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see, our group number is 16577.
[AGENT][NEUTRAL] 16577. OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, can you just um verify the street, the physical address for your group?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] You are correct. [PII] is the person that is on the policy as the contact person.
[AGENT][NEUTRAL] You should be able to change it in the online service center.
[AGENT][NEUTRAL] If you need to change it.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] And if you need help, um.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] So, OK, so I'm I'm logged in, so where do, where do I go?
[AGENT][NEUTRAL] As far as mhm.
[AGENT][NEUTRAL] You'll need to change the contact name.
[CUSTOMER][NEUTRAL] So do I go to my account, my where do it got it has group or account number but I don't have any way I I don't see like an edit or anything.
[AGENT][NEUTRAL] OK, let me look in there, let me see if I could get into the online service center with you.
[CUSTOMER][NEGATIVE] Now I'm logged in like I I look at my bills and things like that or add new employees.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] Let me um go ahead and transfer you on over to the group billing department to see if you need to do that um because that was your original question was you know if you needed to change it.
[CUSTOMER][NEUTRAL] Yeah, but I might as well he's not he's retired, so I mean like if I look it up it's gonna have his information. I see it right here, you know, under group contact information so I'm just figuring out how to change it.
[AGENT][NEUTRAL] Or if you could just leave it the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can look in my notes to see how to change it in the OSC.
[AGENT][NEUTRAL] It may have to be changed through group billing.
[AGENT][NEUTRAL] Because those are the ones that send the email out to give you the information to change it in the OSC. I'm gonna check with group billing with you, sir, to make sure that we get this done for you correctly, OK? It's gonna be a brief hold. Thank you, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Mr. [PII], uh, he's the director of human resources for group number 16577.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is the contact person on the group and [PII] has retired and [PII] needs information on how to get that changed for them so that he can be the contact person.
[CUSTOMER][NEUTRAL] Needs to send us an email.
[AGENT][NEUTRAL] An email stating that.
[AGENT][NEUTRAL] A contact needs to be changed? OK.
[CUSTOMER][NEUTRAL] [PII]'s no longer there and he needs to be the new one.
[AGENT][POSITIVE] OK. All right. Thank you, [PII]. I'm gonna get back to it. All right, bye bye.
[CUSTOMER][POSITIVE] You're welcome. OK, all right, bye.
[AGENT][NEUTRAL] OK, [PII], I've got answers.
[AGENT][NEUTRAL] If you, yes sir, if you send an email to care team CARE.
[CUSTOMER][POSITIVE] OK good.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on a second, hold on.
[CUSTOMER][NEUTRAL] Hold on, I get something to write with.
[AGENT][NEUTRAL] Yes, sir. I'll slow down.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Alright, so care team just like it sounds.
[AGENT][NEUTRAL] Yes, [PII] AMp[PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let in the email just state that [PII] has retired and that contact information needs to be removed and give your information that needs to be put into the group for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] And we'll take care of it.
[CUSTOMER][NEUTRAL] I'm gonna put it's the same all besides my email um it's the same address and all that so I don't need anything the same phone number so um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And now let's put my email, OK.
[AGENT][NEUTRAL] Yes sir. OK.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] You're welcome. Do you have any other questions for me, [PII], before we go?
[CUSTOMER][NEUTRAL] No, that's all thanks.
[AGENT][POSITIVE] Alright, well, you take care, sir, and thanks for calling APL.
[CUSTOMER][POSITIVE] All right thanks you too all right bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.