AccountId: 011433970860
ContactId: f78794bd-4873-4407-b572-c6accb407ec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539000 ms
Total Talk Time (AGENT): 196960 ms
Total Talk Time (CUSTOMER): 236269 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f78794bd-4873-4407-b572-c6accb407ec0_20250129T17:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] I'm doing wonderful. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing great, thank you so much for asking. Um, Miss [PII], I have [PII]. She's a broker with the National Agency solutions. She's calling on group number 23917.
[AGENT][NEUTRAL] 23917.
[AGENT][NEUTRAL] And what does she need?
[CUSTOMER][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Well, no, um, what is she needing help with?
[CUSTOMER][NEUTRAL] Yes, absolutely, so she did call requesting to speak to [PII]. I guess I've spoken in the past, but [PII] isn't available, um, so I just called the queue, but she's calling because they have an employee who was termed for the group and who is not showing up on the group invoice but is still showing up on the group portal.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh hold on.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, you can go ahead and you said her name is [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, you can go ahead and send her over, um, and I will look into the invoice.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Wonderful, Miss [PII]. I'll introduce you when we join.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there with us?
[CUSTOMER][POSITIVE] I am. Hey, thank you so much for your patience. So [PII] was not available, but I have Miss [PII] on the line and she's absolutely incredible. She's gonna take over the call and do her best to help you, OK?
[CUSTOMER][POSITIVE] All right, thank you, my pleasure, thank you.
[CUSTOMER][POSITIVE] Have a good day. You too.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you?
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Good, and yourself?
[AGENT][NEUTRAL] I'm doing well. So I understand that you are checking on um the status of an insured with Prime General. I understand they were terminated, but they're still showing up in the group portal, but they're not on the invoices. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEGATIVE] And she didn't provide the name. She didn't provide the name, so I'm actually going through the darn invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hopefully it's not a super long. Trying to, I, I got one of them. One of them appears to be [PII].
[CUSTOMER][NEUTRAL] That one is showing up on the portal but I don't see her on the email.
[CUSTOMER][NEUTRAL] I mean on the invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have the termination date for [PII]?
[CUSTOMER][NEUTRAL] I don't, she didn't say all she was is why are termed employees um that are no longer on the invoice showing up on the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Another one appears to be [PII].
[AGENT][NEUTRAL] All right, [PII]. I actually do see her on the January invoice.
[AGENT][NEUTRAL] I didn't see her on.
[CUSTOMER][NEUTRAL] Who do you who do, who do you see on the January invoice?
[AGENT][NEUTRAL] Um, [PII]. I see her on the
[AGENT][NEUTRAL] January invoice. I do not see her on the December invoice, but let me look up her policy and see what her termination date is.
[CUSTOMER][NEUTRAL] Oh, I'm, I'm looking, yeah, I'm looking at the December invoice actually so you, so you saw her on the January. Listen, I'm just guessing that those are the ones, um, he hasn't responded to me the, the.
[CUSTOMER][NEGATIVE] I emailed the broker asking for the names of the employees and he hasn't responded.
[CUSTOMER][NEUTRAL] So I'm just, can you let me ask you a question first of all, do the do the groups have the ability to terminate and enroll online on the portal?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So they can add and and terminate on the OSC.
[CUSTOMER][NEUTRAL] So couldn't they have come to delete them here on the portal?
[AGENT][NEUTRAL] Um, I'm not sure about the portal because we don't use the portal, um, and billing like we don't have access to whatever you guys are looking at and, uh, the portal you guys are looking at like we get OSC and um we have like our own internal, um, like system that we use, but as far as like the portal that the group would be looking at um we wouldn't have access to that unless they're talking about the OSC.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK. Well, she, yeah, she is saying that they're showing up on the OSC.
[AGENT][NEUTRAL] Yeah, so in the OSC, um, that's why I wanna look and see what their termination date is supposed to be because, um, like say I'm showing that they're on the January and the February invoices but not December so it depends on what their effective date is and what their termination date is so like say.
[AGENT][NEUTRAL] They um have an effective date of like [PII] or something like that and then they're supposed to be terminated [PII] or [PII] they're gonna show up on the invoice until that policy is paid to the termination date if that makes sense.
[CUSTOMER][NEUTRAL] Give me a second because we're actually we're spinning our wheels without having let me try to call the broker um while I got you on the phone in the meantime if you could look to see who were the most recently termed employees for that group and let me see what I can find for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] OK, so hold on, so somebody, OK, so she just emailed.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, [PII] is showing an effective date of [PII], but we haven't received any premium for her um.
[AGENT][NEUTRAL] So her policy is just paid to [PII].
[AGENT][NEUTRAL] Oh sorry, her pay today is just showing [PII], which is the same as the effective date because we haven't received any premium on her.
[AGENT][NEUTRAL] Um, so that's why she would be on the.
[CUSTOMER][NEUTRAL] OK, so let's, so.
[CUSTOMER][NEUTRAL] So let's do this, um.
[CUSTOMER][NEGATIVE] Let me because now the broker's telling me that she doesn't know the names either, so you know we're spinning our wheels because they want answers and I'm sorry I should have waited until they got me more you know they kept following up, you know, do you have an answer? Well, and then they had somebody else call and anyway, let me go ahead and um.
[CUSTOMER][NEUTRAL] Let me go ahead and get you more information. If you find anything on your end, if you could email me at agent I mean [PII], just make sure you say [PII] blah blah blah so they'll address so they'll sign it to me.
[CUSTOMER][NEUTRAL] And in the meantime, [PII], as soon as I get some, what's your email address?
[AGENT][NEUTRAL] Uh, my name is [PII]
[CUSTOMER][NEUTRAL] Yeah, OK, [PII]
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] I remember you're one of the new.
[AGENT][NEUTRAL] I'm sorry, uh, you, you're, uh, it cut out a little bit. What was that?
[CUSTOMER][NEUTRAL] You're one of the new team members with [PII]?
[AGENT][NEUTRAL] Yeah, uh, [PII] and I have been here for about 6 or 7 months, yeah.
[CUSTOMER][POSITIVE] OK, alright, let me get you more information and I'll get back to you, OK? Thank you for taking my call.
[AGENT][POSITIVE] Yeah, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, but thank you.
[AGENT][POSITIVE] Alright, well, yeah, um, you have a great rest of your day, and I will actually follow up with you, uh, via email just so you, um, have my email and stuff, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright bye thank you for calling ATS.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.