AccountId: 011433970860
ContactId: f450d364-a6a1-4ee9-97c7-f37514402a46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444619 ms
Total Talk Time (AGENT): 86907 ms
Total Talk Time (CUSTOMER): 163423 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f450d364-a6a1-4ee9-97c7-f37514402a46_20250314T21:05_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I was calling in reference, uh, to one of my employees. I need to remove from my, uh, company, uh, my, uh, let's see, the group number is 25073.
[AGENT][NEUTRAL] 5073. OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am, you showing Ace Serene Healthcare.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] Last name is [PII].
[AGENT][NEUTRAL] And Mr. [PII], what is that callback number and mailing address for the group?
[CUSTOMER][NEUTRAL] Uh, yeah, the mailing address is [PII]. I'm in [PII]. You said I'm sorry, you need the phone number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] A good callback number in case we get disconnected in your email.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes ma'am, that number is [PII], and you can also reach me on my email at [PII].
[AGENT][NEUTRAL] All right, thank you. All right, you said you were calling in regarding uh an employee you need to remove, is that correct?
[CUSTOMER][NEUTRAL] Yes, that's, uh, I'm showing, let's see, [PII].
[CUSTOMER][NEUTRAL] Last date of employment would have been [PII] the uh what was that the [PII].
[AGENT][NEUTRAL] OK. All right. So, Mr. [PII], you can remove it. Do you have that online portal?
[CUSTOMER][NEGATIVE] I didn't last time I removed it, they say that for some reason I should have called it because I removed it last time and I don't know it's confusing going on or not because normally I can get online and do it.
[CUSTOMER][POSITIVE] So I can try it again if you can do it I greatly appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can do that over the phone. He can either be removed from your portal or you can email um care team, that's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it so it's probably easy to just do it from the portal yet.
[AGENT][NEUTRAL] It really is, but if you would prefer, you can any type of changes that need to be made, you can always email care team at [PII] with the information.
[AGENT][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] OK, let me, I'm gonna log in right now and see if I still have issues with this. Hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One quick sec.
[CUSTOMER][NEUTRAL] So um.
[CUSTOMER][NEUTRAL] OK, you know.
[CUSTOMER][NEGATIVE] Oh, I know I got logged into my personal and not the business.
[CUSTOMER][NEUTRAL] Something was different only my name pulled up. You log in again, out.
[AGENT][NEUTRAL] Were you just
[AGENT][NEUTRAL] Yeah, we
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Yeah, there's this gap in here.
[CUSTOMER][POSITIVE] OK, that looks good. OK, my point.
[CUSTOMER][NEUTRAL] OK, so from here I'm looking at the employees. I can just go to, I'm assuming, um, the lead employee or I need to put a date in it though, yeah.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, you did. Mhm.
[CUSTOMER][NEUTRAL] Oh here we go here we go, qualifying events.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Easy enough, that would have been.
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So termination, OK, since it was in [PII] date is gonna be [PII]. OK, so it automatically rolls up the beginning of the, the next month, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] That's right. Yes, sir.
[CUSTOMER][NEUTRAL] And so do we employ.
[CUSTOMER][NEUTRAL] I'm the lien policy I'm sure just action cannot be done.
[CUSTOMER][NEGATIVE] 26 looks like me delete it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Look up.
[CUSTOMER][NEUTRAL] That one
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, took them right out, right, that was easy.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, I'm glad it was successful for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright man, I appreciate your assistance.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] That'll do it. You have a great weekend. Thank you.
[AGENT][POSITIVE] I hope you do too, Mr. [PII]. You take care and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Bye bye.