AccountId: 011433970860
ContactId: d583e0c8-c53d-47ab-a62c-80d3e49bbdf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434839 ms
Total Talk Time (AGENT): 112221 ms
Total Talk Time (CUSTOMER): 146840 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/d583e0c8-c53d-47ab-a62c-80d3e49bbdf8_20250401T12:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. Can you help me? I'm trying to terminate someone on the system and I don't wanna click on the wrong button and make a mistake.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] [PII] from events are Structures.
[AGENT][NEUTRAL] Uh, so you're calling on behalf of the group or agent's office?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm human resources from the company. I have a group number.
[AGENT][NEUTRAL] OK, what's the group, uh-huh.
[CUSTOMER][NEUTRAL] 24051
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what's the name of the group?
[CUSTOMER][NEUTRAL] Events are structured course.
[AGENT][NEUTRAL] OK, and if you can verify your email address and the group's mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] When you try to terminate the um employee what happens?
[CUSTOMER][NEUTRAL] I don't know how to.
[CUSTOMER][NEUTRAL] That's why I'm calling.
[AGENT][NEUTRAL] 00, OK, you don't know. I thought you were trying and you just said, OK, gonna send you a user guide.
[AGENT][NEUTRAL] Give me a second.
[CUSTOMER][NEGATIVE] OK, because you guys don't have the, the ones that you have online is not helping and I I'm.
[CUSTOMER][NEUTRAL] OK, so it's either change employee or dey employee. You guys will have much options here.
[AGENT][NEUTRAL] Well if you're trying to term it would be click the delete button.
[CUSTOMER][NEGATIVE] OK, I was afraid if I did that it was just gonna delete them and it was just gonna disappear in space.
[CUSTOMER][NEUTRAL] OK, terminate, terminate employee qualified event. The qualified event day is it the day that they're not supposed to have or their last day of having it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Determine, OK, the qualifying event date, is it the day that they're supposed to not have coverage? I don't know how the system captures that or is it the last day.
[AGENT][NEUTRAL] Yeah, qualifying event means why are they being termed? Why are you terming them?
[AGENT][NEUTRAL] Are they know
[CUSTOMER][NEUTRAL] No, it's the date. It's actually.
[AGENT][NEUTRAL] Mhm. And so what date are you wanting the term to be effective? That's what you put there?
[CUSTOMER][NEUTRAL] qualifying effect.
[CUSTOMER][NEUTRAL] OK, so effective today, they shouldn't have coverage. Should I put yesterday's date?
[AGENT][NEUTRAL] Whatever date you want them removed or terminated.
[AGENT][NEUTRAL] Put it in that field.
[CUSTOMER][NEUTRAL] Do you guys tend to terminate at the end of the month or at the actual date of the event date?
[AGENT][NEUTRAL] Um, so do you know what month the premiums are paid up to for this group?
[CUSTOMER][NEUTRAL] Mm, it's, it's the, the premium period will be, it's monthly.
[AGENT][NEUTRAL] OK, uh, give me the name of the, give me the name of the employee.
[CUSTOMER][NEUTRAL] From what I'm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I have it here like I'm about to terminate him. I just want to make sure that I'm understanding the policy.
[AGENT][NEUTRAL] Mhm, let me pull up the policy and then I can assist you, OK?
[AGENT][NEUTRAL] So currently his pay to date is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So that means that we have not received April April premium, so he'll term effective [PII].
[AGENT][NEUTRAL] Since we've not received April premium premiums.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect. OK, so I'll do [PII] qualifying. I'm studying.
[CUSTOMER][NEUTRAL] Um, I'm deleting our policies for this insured, I acknowledge this action cannot be undone.
[CUSTOMER][NEUTRAL] OK. Policy term date 41. Yes, then. OK, so delete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's submitting data.
[CUSTOMER][POSITIVE] Oh, wonderful. It gives me um
[CUSTOMER][NEUTRAL] The confirmation page too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's done.
[CUSTOMER][NEUTRAL] Alrighty, um, what I, what I need to regenerate a new invoice, um, to not pay for him for the month of April, um, or do I pay for it and then you guys get the credit after?
[AGENT][NEUTRAL] No, it should terminate pretty quick. Um, actually I'm showing now a future laps data of [PII], so it's already been updated in our system, so you can just remove him from the invoice.
[AGENT][NEUTRAL] So for instance when you make the payment, the premium payment, uh, you might wanna just indicate that this you went online and termed this uh employee effective [PII] and of course we'll see it as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right. OK, wonderful.
[CUSTOMER][POSITIVE] OK sounds good. I'll definitely do that. Thank you so much for your help.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.