AccountId: 011433970860
ContactId: e464675b-c65f-4d55-bf4d-155ca1bde2b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178419 ms
Total Talk Time (AGENT): 55152 ms
Total Talk Time (CUSTOMER): 86131 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e464675b-c65f-4d55-bf4d-155ca1bde2b9_20250512T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII], um, for policy number 26,166,402,616,640.
[CUSTOMER][NEUTRAL] Um, we had a termination request for [PII] for an [PII]. I got something back from you guys saying it was taken care of, but it says termination date [PII]. The group didn't want to pay for June, so I just wanted to make sure that we weren't going to be billing for June since the guy's last day of work was in May and and everything termed the major medical term for 5:31.
[AGENT][NEUTRAL] Um, OK, so the request was for 5:31?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It was.
[AGENT][NEUTRAL] I who did uh did it, who, excuse me, where did the email come from that said that they were confirming for a 61, like from us, like was it from?
[CUSTOMER][NEUTRAL] Care team, the care team, care team.
[AGENT][NEUTRAL] Yeah, I mean if they said 61, I mean we can put a request back in.
[CUSTOMER][NEGATIVE] Right below it it says, it says please term M&R distributors employee [PII] from APL effective [PII] and then they send me this back saying 61. It makes no sense.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, no, I understand what you're saying, but Cae takes care of terms, so I can put a request back in for it to be fixed to [PII] or you can email Cae back and you can tell them that it needs to be switched to 531.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna say please yeah please correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, yeah, that's what I would do.
[CUSTOMER][NEUTRAL] Yeah, let me just do that. I'm gonna say yeah please hang on one second alright.
[CUSTOMER][NEGATIVE] Please correct this this term.
[CUSTOMER][NEUTRAL] 2 5:31.
[CUSTOMER][NEUTRAL] 531 25 as was requested.
[CUSTOMER][NEUTRAL] OK, I'm doing that right now.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] I'll send that right over.
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] Yeah, of course. I hope you have a good day.
[CUSTOMER][NEUTRAL] Should I copy the Florida team also or just care team?
[AGENT][NEUTRAL] Yeah, you could definitely copy the [PII] team so that they know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, it's sent thank you.
[AGENT][POSITIVE] All right. Yeah, of course, have a good day.
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.