AccountId: 011433970860
ContactId: f6425684-5bd2-4a7a-888e-2e4cddf95c84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1275880 ms
Total Talk Time (AGENT): 537659 ms
Total Talk Time (CUSTOMER): 430387 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f6425684-5bd2-4a7a-888e-2e4cddf95c84_20250325T12:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Try.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I have an employee, [PII].
[CUSTOMER][NEUTRAL] Who we have terminated.
[CUSTOMER][NEUTRAL] As of [PII] and we've done that every month and every month we keep continue we keep getting billed for him and I don't know I don't know what else.
[CUSTOMER][NEUTRAL] Needs to be done.
[CUSTOMER][NEGATIVE] And how to get a refund.
[CUSTOMER][NEUTRAL] On the premium that we paid, I am on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're the group administrator and you're calling on behalf of an employee that was termed, yet he's still showing on your invoice, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. Well, I can partially help you with this. What I'll do is just to pull up the group's information and the member's information and verify some things with you for security, and then, um, we can go from there and if I need to, I can get you connected with someone else who can further assist you on the adjustment of the invoice.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was the last name, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah they're very
[AGENT][POSITIVE] OK, thank you. And then [PII], what is a good call number for you please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the group number?
[CUSTOMER][NEUTRAL] 21022.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, so [PII], if you could first off, please verify the group's name and address.
[CUSTOMER][NEUTRAL] Uh, it should be streamlined Publishing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And hold on.
[AGENT][NEUTRAL] Oh you're fine.
[CUSTOMER][NEUTRAL] The address should be [PII].
[AGENT][NEUTRAL] OK, say that address again because we do have something different.
[CUSTOMER][NEUTRAL] Yeah, you may have the old address. Um, it should be [PII].
[AGENT][NEUTRAL] OK. Um, what was, yeah, what was another address?
[CUSTOMER][NEUTRAL] And you may have a
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'm looking here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm just, I have just been with the company for a year. So I know they had an old.
[CUSTOMER][NEUTRAL] Uh, office, it was at a zip code of [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But I don't know that I have it shipped somewhere.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I should be able to see it on the bill, right?
[AGENT][POSITIVE] Um, you should be, yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's got my home address [PII]. That's my home address.
[AGENT][NEUTRAL] OK, so we'll finish verifying a couple of additional things, [PII], and then I'll tell you what we will need in order to get this updated, OK? Um, and what is your email address, please?
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm trying to make sure I give you the one that's on file.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would not have.
[AGENT][NEUTRAL] This is a work email it appears.
[CUSTOMER][NEUTRAL] OK, it should be [PII].
[AGENT][NEUTRAL] No, that's not what it is.
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's not my personal one. It's the [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, is it
[AGENT][NEUTRAL] What, what would that one be? What would the [PII] be? [PII]
[CUSTOMER][NEUTRAL] Laura at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is um that is what we have on file and then the phone number is the same as the one that you gave me so first off what we will need um we will need for you to send us an email, [PII].
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] With what the updated information needs to be as far as address if the email needs to be different so that we can get that updated.
[CUSTOMER][NEGATIVE] OK, so email is wrong address is wrong.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, email and the and the.
[AGENT][NEUTRAL] The physical address that we have and then we also, you said the other address that we show is your home address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So yes, we will need to get that.
[AGENT][NEUTRAL] All of that information updated, so the email address that you're gonna send this to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] T E A M.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] M Pub.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, OK, so that's step one. Now, what is the individual's name again that you said is still showing?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And he is not showing up on our April billing, but that's because my HR person got frustrated because she kept terminating him in the system and he kept showing up on the bills so I think she said she deleted them, although I can see him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I do a my employees, he's there.
[AGENT][NEUTRAL] Because I am not locating, what is his date of birth?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] Let me find somewhere that I have his date of birth.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] OK, and you said that he should have been terminated as of what date?
[CUSTOMER][NEUTRAL] [PII], he actually left in December.
[AGENT][NEUTRAL] OK, so according to what I see in our system for him.
[CUSTOMER][NEUTRAL] I'm OK.
[AGENT][NEUTRAL] Let me look, we do still.
[CUSTOMER][NEUTRAL] Yeah, I know I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Based on the information that I'm seeing,
[AGENT][NEUTRAL] Yes, we do still show his policy as active.
[CUSTOMER][NEUTRAL] So I can, I see here online where you can change the employee or delete the employee, but then in my notes I show that it says you have to send an email. Is that possibly did my HR person fail to send the email?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes. I was going to
[AGENT][NEUTRAL] And that appears because it looks like the only thing that has happened recently was that we dropped one of the dependents.
[AGENT][NEUTRAL] Um, due to their age.
[CUSTOMER][NEUTRAL] Just because the age, yeah.
[AGENT][NEUTRAL] We received
[AGENT][NEUTRAL] Mhm, for [PII]. So,
[AGENT][NEUTRAL] Yes, if you will send an email please, [PII], a separate one.
[AGENT][NEGATIVE] Would really be better.
[AGENT][NEUTRAL] Uh, do you have the policy number for Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, does he have?
[AGENT][NEUTRAL] I mean, not Mr. [PII]. I'm so sorry. I'm not, that's not what I meant to say, [PII]. I apologize. His policy number.
[CUSTOMER][NEUTRAL] He has his own policy number.
[AGENT][NEUTRAL] Mhm. Each member has their, you have a group number in which everyone falls under, but then each individual person has their own policy number as far as what is on their ID card to identify them specifically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if I can.
[AGENT][NEUTRAL] And you should be able to
[AGENT][NEUTRAL] I believe that's also on the invoice.
[CUSTOMER][NEUTRAL] Mm, it is not. Oh.
[CUSTOMER][NEUTRAL] Is it the 19601?
[AGENT][NEUTRAL] 196.
[CUSTOMER][NEUTRAL] 7201.
[AGENT][NEUTRAL] 7
[AGENT][NEUTRAL] Uh-huh. 7201. Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's what's on the bill.
[AGENT][NEUTRAL] So if you will send an email to that same care team email.
[AGENT][NEUTRAL] Address that I gave you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] With his policy number and, you know, name and request termination date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] For future, I need to tell my HR person that just terminating online is not enough. She has to send the email.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, for some reason, it did not, it's like it did not fully process whatever her termination, um.
[AGENT][NEUTRAL] What she did, I mean, honestly, I can't, I can't determine exactly what happened there.
[CUSTOMER][NEUTRAL] I know because
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Well, every month because I do an audit every month I'm [PII], you didn't terminate when she goes, I swear I did. I really did. So then she go, I just did it again. I just did it again. So now I saw him on the uh for April she was getting prepared and she goes, I just deleted them in the system, but you're saying you, I, which means even the button that says delete employee doesn't really delete him.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Right, but he's not on my April billing, so something happened.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it shows, so it does show last date of [PII] as to why exactly it is.
[AGENT][NEUTRAL] It's not
[AGENT][NEUTRAL] Fully lapsed. What I'll do [PII] is can you still need to send the invoices, I mean.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I may need some more coffee this morning, [PII]. You need to send the emails still so we can get all of the information updated on the group as well as this, but I will connect you over to someone who works specifically in the billing department to see if they can tell you why that did not officially.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Term
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it does show that. So you will not have to re-verify any information. I'll let them know also that you're gonna be sending an email to get the group's information updated. I'll tell them all that when I transfer you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what, I, I will tell you this.
[AGENT][NEUTRAL] Well, is there anything else though that I could help you with? Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, under product it says paid to.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 12 1 2024.
[AGENT][NEUTRAL] 2024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So in online it thinks it's only billed us through December.
[CUSTOMER][NEUTRAL] So it's almost like there's a disconnect between, but anyways I'll send the emails and I'll leave that I'm gonna make a snippet of.
[AGENT][NEUTRAL] Yes, so that they can verify.
[AGENT][NEUTRAL] Because are you saying that you did pay the December?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] December is correct.
[AGENT][NEUTRAL] Is that what
[CUSTOMER][NEUTRAL] Yeah, because he left at the end of it's as of January, so since it was already on the bill, we put it in there, but we, we asked for a refund on it and terminated them, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. So, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yes, let me connect you with someone in the billing.
[AGENT][POSITIVE] Specific division that can look a little deeper into this and I have the ability to do and again I will let them know you know the reason for your call as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, again, can I help you with anything else this morning?
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Uh, no, that's it for right now.
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much for calling APL and I hope that you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am, you're welcome. So one moment, please.
[CUSTOMER][NEGATIVE] I wore them Sunday night home and now they're gone.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APO. This is Motte group billing. How may I help you?
[AGENT][NEUTRAL] Good morning [PII]. It's [PII].
[CUSTOMER][NEUTRAL] How are you doing, [PII]?
[AGENT][NEUTRAL] See, how are you today?
[CUSTOMER][POSITIVE] I'm doing fine, thank you for asking. How about yourself?
[AGENT][POSITIVE] I'm all right, thank you.
[AGENT][POSITIVE] I'm all right, thank you for asking as well so I have the group administrator on the line.
[AGENT][NEUTRAL] With group number 21022.
[AGENT][NEUTRAL] Streamline publishing.
[CUSTOMER][NEUTRAL] 21022. OK.
[AGENT][NEUTRAL] Mhm. Streamline Publishing, this is [PII].
[AGENT][NEUTRAL] So first off, some of the information related to the group's contact is gonna be, have to be updated. She is gonna be sending an email with that to the care team for that request.
[AGENT][NEUTRAL] She was also really calling about an employee that they had requested to be termed in the OSC.
[AGENT][NEUTRAL] And his policy is still showing active with a future lapsed state of 11.
[AGENT][NEUTRAL] But the policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that employee is [PII], and I can give you his specific policy number too, Malet, if you need that.
[CUSTOMER][NEUTRAL] OK, what is that policy number?
[AGENT][NEUTRAL] 1967201.
[CUSTOMER][NEUTRAL] 1967201
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And um,
[CUSTOMER][NEUTRAL] Got [PII] on the phone and what is her callback number?
[AGENT][NEUTRAL] Yes, it is. It is the one that's actually in line. It's kind of the only thing that's right. Uh [PII], but again, that's the one listed for the group.
[CUSTOMER][NEUTRAL] OK, and she's calling on [PII].
[AGENT][NEUTRAL] But she's gonna be
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About a request to have him removed.
[AGENT][NEUTRAL] Yes, and she said that they had also um.
[AGENT][NEGATIVE] Uh, requested like a, a credit or a refund is what she said. She said refund.
[AGENT][NEUTRAL] I don't know about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Alright, um, you can send her on. I'm sorry, and you said that was with group 21022.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, my dear. Thank you. And she's been verified?
[AGENT][POSITIVE] All right. Thank you so much, ma'am. Yes, she's verified and again, she's emailing the care team because several things on the group's contact like the billing address that we have is her home, it's our personal address.
[AGENT][NEUTRAL] It's in the system. That [PII] address is her personal home mailing address.
[CUSTOMER][NEUTRAL] Oh, that's strange.
[AGENT][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Well, we got the physical address is um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, but that's all too.
[AGENT][NEUTRAL] Yeah, that
[CUSTOMER][NEUTRAL] Oh, OK, OK, [PII].
[AGENT][POSITIVE] In [PII], that's old as well. So there's several things. OK. Thank you so much. Have a great day.
[CUSTOMER][NEUTRAL] OK, send her off.
[CUSTOMER][POSITIVE] You too, dear. Thank you. Bye-bye.
[AGENT][NEUTRAL] Family
[AGENT][POSITIVE] Thank you. Bye-bye.