AccountId: 011433970860
ContactId: fc1e3cf9-19c6-4335-b2a0-aeaec79b660d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283230 ms
Total Talk Time (AGENT): 112595 ms
Total Talk Time (CUSTOMER): 79272 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/fc1e3cf9-19c6-4335-b2a0-aeaec79b660d_20250204T17:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] and billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I might have actually hit the wrong extension. I need to.
[CUSTOMER][NEGATIVE] Terminate a dependent.
[CUSTOMER][NEUTRAL] Um, that's on my bill and I can't figure out how to do that online. Can you help me or do I need to speak to someone else?
[AGENT][POSITIVE] I can help you with that.
[CUSTOMER][POSITIVE] Super.
[AGENT][NEUTRAL] Hold on just a moment. So you need to, uh, terminate someone off of your invoice, is that correct?
[CUSTOMER][NEUTRAL] Um, I need to terminate a dependent but not the person who carries the not the.
[CUSTOMER][NEGATIVE] Person who's their insurance is under, I don't think I said that right.
[AGENT][NEUTRAL] That's OK, that's OK. I can help you with that. OK, so what group are you with?
[CUSTOMER][NEUTRAL] I am, um, my group number is 236-69.
[AGENT][NEUTRAL] We'll start there.
[AGENT][NEUTRAL] 236 69.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK. Thank you so much. And can you verify that um billing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. And the phone number, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much, [PII]. All right, so you're wanting to get a dependent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Terminated
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I can.
[CUSTOMER][NEUTRAL] And who am I speaking with? I'm sorry?
[AGENT][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check that.
[CUSTOMER][NEUTRAL] Let's see here
[AGENT][NEUTRAL] Let me get there.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy, um, I mean, who, who is that on?
[CUSTOMER][NEUTRAL] Um, um, [PII].
[CUSTOMER][NEUTRAL] His wife [PII] needs to be um.
[CUSTOMER][NEUTRAL] Taking off the insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] All right. And you're saying that his wife needs to be taken off. Um,
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Excuse me, um.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] What we can do if you can send something in writing on that and include.
[CUSTOMER][NEUTRAL] Oh sure just email it to you.
[AGENT][NEUTRAL] Right, you can email it to our care team and let them know that you want to, um, that the spouse needs to be terminated on this, um, employee, include your group number and his policy number, and they, we, we can get that taken care of and once that's taken care of, you should receive a response from that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and that is, um, I think I saw that email somewhere, uh, the email address on OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] OK, I got it. I will take care of it. Thank you so much.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] I think we're good.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too thank you uh huh bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.