AccountId: 011433970860
ContactId: bd714246-534a-4808-8994-ff4c741ea6d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527070 ms
Total Talk Time (AGENT): 226872 ms
Total Talk Time (CUSTOMER): 131163 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bd714246-534a-4808-8994-ff4c741ea6d6_20250402T15:41_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEGATIVE] Good I'm just calling because I need to terminate um someone off of our portal and I'm not too sure how to do this on my own, to be honest.
[AGENT][NEUTRAL] All right, you want to do it on the online service center or you send it in the email?
[CUSTOMER][NEUTRAL] Um, is it easier online?
[AGENT][NEUTRAL] Oh, it's whichever you prefer. I just want to know which one to tell you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, um, I can just do it online if you wanna walk me through it.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, it's gonna be [PII] and [PII].
[AGENT][POSITIVE] Thank you and [PII], may I have your group number?
[CUSTOMER][NEUTRAL] Oh boy, let's see.
[CUSTOMER][NEUTRAL] Uh, where do I find that at?
[AGENT][NEUTRAL] Or do you have the particular member's policy number? I can, I can just go straight to the policy.
[CUSTOMER][NEUTRAL] Uh, yeah, let me see here.
[CUSTOMER][NEUTRAL] Claims no products policy number 2153511.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII] and oh, date of birth, let me see here.
[CUSTOMER][NEUTRAL] Um, I don't know if that is on here, but I can go. I'd have to pull his file.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] No, you don't have to do all that. Hold on one second.
[CUSTOMER][NEUTRAL] OK, sorry.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Let me see if this is, hold on one moment, I'm just getting the, going to the online service center.
[AGENT][POSITIVE] So I can get in the right spot.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can probably access it on his medical because I think it shows all that on there.
[AGENT][NEUTRAL] Oh, it just froze. Hold on one second.
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. Um, [PII], do you mind if I place you on just a brief hold? I'm trying to get to the online service center, but it keeps freezing. So, um, hold on one moment for me, OK? OK, thank you. You're welcome.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right now.
[AGENT][NEUTRAL] Now, come on here, guru.
[AGENT][POSITIVE] I got to help this lady.
[AGENT][NEUTRAL] User name, no, no, no, no, I need the user guide. Can I click here?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, but how do you delete it though?
[AGENT][NEUTRAL] That's how you create it. How do you delete it? Oops.
[AGENT][NEUTRAL] Username password will be sent to a temporary password.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] bill at entry.
[AGENT][NEUTRAL] My employees, oh, the, the minus sign.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Download report.
[AGENT][NEUTRAL] Uh employee.
[AGENT][NEUTRAL] Uh, how do you delete?
[AGENT][NEUTRAL] See, we need this in a practice environment because I we shouldn't have to do this on the phone.
[AGENT][NEUTRAL] But let's let the coordinator to do that.
[AGENT][NEUTRAL] All right, so I'm just gonna, we're just gonna play this by ear.
[AGENT][NEUTRAL] That's payment.
[AGENT][NEUTRAL] Alright, I'm gonna just
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. I couldn't get it to work on my end, so I'm gonna just try to walk you through it. Um, I was going to do it together, but, um, on your dashboard, do you see, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Where it says like manage users, it should be to the left under group contact and payment account.
[CUSTOMER][NEUTRAL] Um, so I have to click on the employee's name?
[AGENT][NEUTRAL] Oh, if you see the employee's name, then you're already in manage user. Um, so yes, you can click on the employee's name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Is there like a plus or minus? I wish I could see it with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I have that and then it says um employee profile products claims, file claim change employee or delete employee.
[AGENT][NEGATIVE] Delete employee.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then it says qualifying event.
[CUSTOMER][NEUTRAL] And I guess terminated employment.
[CUSTOMER][NEUTRAL] And then I would just put, I put the day he left?
[AGENT][NEUTRAL] Mhm. Whatever date you want the, um, the last day of coverage, whatever you want that date to be.
[CUSTOMER][NEUTRAL] Oh, OK, so if he left the [PII], I would do this. I'm assuming the [PII]?
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Right, if he's gonna have coverage for the rest of the month and then
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] So then it would be terminated as of [PII].
[CUSTOMER][NEUTRAL] Right here
[CUSTOMER][NEUTRAL] OK, so do I put [PII] or [PII]?
[AGENT][NEUTRAL] That's up to you. Um, if he, if you want him to have coverage for the full month of March, then I will put [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So that last day there, he, you know, he'll still be able to file.
[CUSTOMER][NEUTRAL] OK, so but [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and then hit continue?
[AGENT][NEUTRAL] Yes, ma'am, and then what comes up? It should give you a confirmation.
[CUSTOMER][NEUTRAL] Uh, confirmation and then.
[CUSTOMER][NEUTRAL] Uh, termination date [PII] and I'm deleting all policies for this insured. I acknowledge this action cannot be undone.
[AGENT][NEUTRAL] Right. I mean, if, if he needs to be reinstated, you could, but you, they're saying you can't do it on there. You have to like email us the enrollment or you can't just go back in there and add them again.
[CUSTOMER][NEUTRAL] Oh, got you. OK, do I, do I check mark that then?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then hit delete.
[AGENT][NEUTRAL] Mhm. And then it should give you a confirmation.
[CUSTOMER][NEUTRAL] And then download a PDF.
[AGENT][NEUTRAL] And the PDF is gonna be the um
[AGENT][NEUTRAL] Once you download that PDF it's going to be the confirmation that it's been completed.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Awesome. Well, I guess that's all I need then.
[AGENT][NEUTRAL] And then anytime you need to.
[AGENT][NEUTRAL] Yep, and anytime you need to delete, you'll just go through those steps. You can do the same thing for adding or you can send an email to the care team and we'll handle it for you, um, whichever you prefer.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, well thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] And I just called you [PII]. I'm sorry, [PII]. Well, thanks for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Oh, it's all good.
[CUSTOMER][POSITIVE] You too, have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.