AccountId: 011433970860
ContactId: d1aab3e6-110a-48e4-8768-940224d6a64b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387640 ms
Total Talk Time (AGENT): 183280 ms
Total Talk Time (CUSTOMER): 122239 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d1aab3e6-110a-48e4-8768-940224d6a64b_20250403T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm with DL Dale and Company and uh I just realized on my bill that I get every month.
[CUSTOMER][NEGATIVE] 2 employees on there have not been with us in a very long time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you're the group administrator and you've noticed that there's 2 employees still on your invoice that are no longer with your company?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, alright, yes, and I can partially help you with this, uh, and if you could give me your name again.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] OK, and thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you and what is your group number?
[CUSTOMER][NEUTRAL] My group number is 26,070.
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your group's information pulled up. I will need to verify the group information with you for security so just one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off to see if you could please verify the group's name, address, and your email.
[CUSTOMER][NEUTRAL] OK, it's DL Dale and Company LLC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] Thank you and then the phone number that we have on file is different for the group. What is the contact number we would have on file for the group as a whole?
[AGENT][NEUTRAL] It's different than the one you gave me.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] It's different from the [PII]. I might have given my cell phone number, [PII].
[AGENT][NEUTRAL] As your
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you very much. All right. So let's see, just a moment for me to pull up a couple of additional things. Just one moment.
[AGENT][NEUTRAL] OK, so in order to um have those members terminated now you can tell me their names and I'm gonna make a note regarding our call, but I'm going to give you the email address for you to send the termination request to [PII].
[AGENT][NEUTRAL] And the date that the employees would need to be turned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Include that in your email.
[CUSTOMER][NEUTRAL] OK, which is like a year ago, OK.
[AGENT][POSITIVE] Oh my goodness. Oh my goodness. OK, so the
[CUSTOMER][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] The email address.
[CUSTOMER][NEGATIVE] But my my withholdings from payroll didn't match up with my expenses and that's when I realized they were never terminated. I had called my agent to terminate these people and I.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Assumed the agent terminated them on everything, not just the health insurance, but I guess he didn't so.
[AGENT][NEUTRAL] Oh, OK. All right. Well, the email address, Cissy for you to send that in that request to is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, wait, the number 13.
[AGENT][NEUTRAL] A
[AGENT][POSITIVE] No, ma'am. The word care, like I care for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Team like a football team or a baseball team so care [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] your team
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and I sent them a termination request.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. That is correct. And who?
[AGENT][NEUTRAL] Right, yes, ma'am. Send the email with the names and policy numbers if you have those of the members that you're requesting to have terminated and the date of their termination that you want the term and then um who are the two employees and I'll, I'll just make a note regarding our conversation that you're gonna be sending in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and [PII].
[AGENT][NEUTRAL] OK, alright, so, um, I again, I will put that in the notes regarding our call and if you'll just send that email then we can get that processed for you.
[CUSTOMER][POSITIVE] I will do that right now, thank you, ma'am.
[AGENT][POSITIVE] OK, [PII], yes, ma'am, you're very welcome. Is there anything else that I could help you with this morning?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye.