AccountId: 011433970860
ContactId: b71f8294-547b-4177-930e-bb86c1343ad8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 455619 ms
Total Talk Time (AGENT): 143845 ms
Total Talk Time (CUSTOMER): 159195 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b71f8294-547b-4177-930e-bb86c1343ad8_20250529T21:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from City of [PII] and um.
[CUSTOMER][NEUTRAL] I have an employee that retired and he's paid through uh.
[CUSTOMER][NEUTRAL] The uh premium for uh 61.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that's the last payment he's gonna be make, so can I pull him off our billing?
[AGENT][NEUTRAL] Uh, what is the group number?
[CUSTOMER][NEUTRAL] Or is that gonna, let me see, hold on a second, let me pull up my.
[CUSTOMER][NEUTRAL] Um, is it gonna be department 960641?
[CUSTOMER][NEUTRAL] I could have the site hold on there you go.
[AGENT][NEUTRAL] I'm sorry, what's that group number? It's a little long.
[CUSTOMER][NEUTRAL] Oh OK um.
[CUSTOMER][NEUTRAL] I don't see the group number on our billing.
[CUSTOMER][NEUTRAL] I took it off the internet. Let me see, hold on, let me go back.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see a group number on my web on the website or on my billing.
[AGENT][NEUTRAL] OK. And what was the group name again?
[CUSTOMER][NEUTRAL] City of [PII].
[AGENT][NEUTRAL] City of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, 28:30. I'm sorry.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and you said that the insured had retired up until [PII]?
[CUSTOMER][NEUTRAL] He retired, yeah, he retired [PII], but he made his premium for uh in May for the [PII], uh, uh, premium for the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So if I pull them off our billing, is that gonna affect that or I mean I'm pretty sure they've already.
[CUSTOMER][NEUTRAL] Made arrangements where he can keep his insurance with y'all.
[CUSTOMER][NEGATIVE] I don't think he was gonna drop anything.
[AGENT][NEUTRAL] was
[AGENT][NEUTRAL] OK. Um,
[AGENT][POSITIVE] Um, and what's his name? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, you want his policy number?
[AGENT][NEUTRAL] If you have it, please.
[CUSTOMER][NEUTRAL] OK 415-677.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and verify the group mailing address for me, please.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see. Well, we don't show any information that um he is no longer with the group, um.
[AGENT][NEUTRAL] You can, but I would also say you, go ahead.
[CUSTOMER][NEUTRAL] Well, I was gonna, yeah.
[CUSTOMER][NEUTRAL] I'm so sorry. I was gonna delete them from our.
[AGENT][NEUTRAL] No, no, you're fine.
[CUSTOMER][NEUTRAL] I was gonna delete them online through um our portal but um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It also says that if I do that that you can't undo which I wouldn't need him on my billing anyway because he's not gonna be making any more payments and that's what I need. I don't need him to show up on my bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it looks like they had sent him information for portability for him to submit, um, so I'm assuming that it would be fine to take him off the billing, um.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And if you like, uh, you can go ahead, if you like. Say again.
[CUSTOMER][NEUTRAL] Would it be OK if I mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] So since he, since he made the premium payment for um for [PII] through [PII] for that for the month of June.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can I still take him off on the day that he retired, which was [PII], because when I do that it says that his last day of coverage is [PII].
[AGENT][NEUTRAL] Right, it would shows [PII], but you say you've already received premium from him for um the month of June, correct?
[CUSTOMER][NEUTRAL] Yeah, I pulled it from his, yes ma'am, I pulled it from his last check.
[CUSTOMER][NEUTRAL] So I'm sending his premium for June.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me transfer you to someone in billing because I don't wanna tell you the wrong answer, but give me one moment, OK?
[CUSTOMER][NEUTRAL] OK, no that's OK. Uh-huh.
[AGENT][POSITIVE] Alright thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's K and care team. How are you doing?
[CUSTOMER][NEUTRAL] Oh, I'm OK. How about you?
[AGENT][POSITIVE] Good. You sound like you're tired, ready to go.
[CUSTOMER][NEUTRAL] Yeah, it's close to it and, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's up though?
[AGENT][NEUTRAL] Well, um, I have a group admin on the phone, um.
[AGENT][NEUTRAL] She is stating that this insured had retired as of [PII], and she was wondering if she can take him off the invoice. She did say that he paid for June, but um she's want to know if they can take him off the billing since she's going to pay for June, I'm assuming.
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm looking right at it. 2830.
[AGENT][NEUTRAL] My brain just did not compute. huh. Uh-huh.
[CUSTOMER][NEUTRAL] It's gonna be more than that. What was that? 2830.
[CUSTOMER][NEUTRAL] Oh, you don't find many of those, OK.
[CUSTOMER][NEUTRAL] And what's the insurance name?
[AGENT][NEUTRAL] Uh, his name is [PII].
[AGENT][NEUTRAL] And the lady on the phone is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So then what's your callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. I'll take her.
[AGENT][POSITIVE] Awesome. Thank you, madam. Have a great day.
[CUSTOMER][POSITIVE] Yes, [PII]a'am. You have a great. You too. Thanks.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.