AccountId: 011433970860
ContactId: 00837c89-1331-4723-b754-c7ac2fe55e1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381829 ms
Total Talk Time (AGENT): 174957 ms
Total Talk Time (CUSTOMER): 161513 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/00837c89-1331-4723-b754-c7ac2fe55e1d_20250130T17:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] I'm doing well thanks for asking how about yourself?
[CUSTOMER][POSITIVE] I'm doing well. I have a somewhat of a, I, I guess we'll call it an emerging situation. I had sent in a request. I have a client that we're renewing with you guys, um, but we're, we're changing, we, we don't know which plan design we need to change it to because we wanna, you know, uh, increase the out of pocket.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent in a request. It was yesterday, but I sent in a request to get it requoted, you know, from the current policy that we have. I think it was 1500 inpatient, 1500 outpatient for through medin and I needed to get.
[CUSTOMER][NEUTRAL] You know, different numbers, who do I go to to get that? I got an email saying that they got it, but I don't know who else to call.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] That would be.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I can definitely help you with that and I think that would be our sales department but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name is [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you for that, Mr. [PII]. And what's the number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you for that. And what's the group number, do you know or the group name?
[CUSTOMER][NEUTRAL] Uh, the group, yeah, uh, yeah. Um, the group is called, um, governmental.
[CUSTOMER][NEUTRAL] Management services look at the email I sent to you guys yesterday.
[AGENT][NEUTRAL] Got it. It's located in [PII].
[CUSTOMER][NEUTRAL] Governmental management services.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Is it located in [PII], Mr.
[CUSTOMER][NEUTRAL] Yeah, yeah, so the group number is 21302.
[AGENT][POSITIVE] OK, thank you for that and.
[AGENT][NEUTRAL] Do you work with Mr. [PII] or he was in, oh.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm an agent out of his, his, yeah, [PII]'s the owner.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just wanted to make sure um we had we needed to verify that alright so I do have the group pulled up and what I can do Mr. is connect you with someone in our billing department because they actually handle all that renewal information as far as getting documentation set up and everything. Is it OK if I transfer you for further assistance on that?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That, that, that's fine as long as I get somebody.
[AGENT][NEUTRAL] Yes, I'll make sure and I'm thinking they were in a meeting earlier this morning, but I think they should be out by now so just let me check for you but I will get back to you and let you know either way before I transfer OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Mr. [PII], please.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Certainly no agent staff. Goodbye.
[AGENT][NEUTRAL] OK, Mr. [PII], it appears that they're still in a meeting um.
[AGENT][NEUTRAL] What I'm gonna do is I do have your information. You said that they were, they had a 1500 plan. What plan were you trying to change them to or what, what were you wanting for the gap and you?
[CUSTOMER][NEUTRAL] We were just trying to, yeah, we were just, I sent the email. What is I'll tell you what, I have it right here. What is the email that I could send it that you could pick it up at because I have an, it's an email.
[AGENT][NEUTRAL] OK, my personal email is gonna be [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and if you'll CC our care team on that as well um there are central location for information that gets submitted in just in case um the email is gonna be care C A R E. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Oh hi [PII].
[CUSTOMER][NEUTRAL] How do you pronounce that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], that's a cool name. And, and what's the last part of it?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they
[CUSTOMER][NEUTRAL] OK, and care team?
[AGENT][NEUTRAL] It's gonna be care and then team all one word.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me know if you got it here.
[AGENT][NEUTRAL] All right. I will confirm.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Yeah, we're just, we just um.
[CUSTOMER][NEUTRAL] We're not sure all of this came because of the carrier was very late in getting us their, their numbers.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So that's why we're kind of up against the wall here but so I have to model it out on what the, you know, what the premiums are so.
[AGENT][NEUTRAL] OK, I got the email.
[AGENT][NEUTRAL] And I see the information. I'm gonna.
[CUSTOMER][NEUTRAL] OK, and then any.
[AGENT][NEUTRAL] Yes, sir. I'm gonna make sure I get that to the correct department to assist you further, and we'll make sure that you get some kind of confirmation as far as where we're at with it by the end of the day. OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] Well, I, I, I kind of need to have it by the end of the day because we have a meeting with the client tomorrow so alright, I'm just assuming they just have to punch some numbers in there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I will stress that in the email as well. Yes, sir, and I do apologize. I, I forgot it's a corporate meeting today, um, so that is why they're still unavailable, but we'll make sure that we get this taken care of for you. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, no, this is, this is my thing.
[AGENT][POSITIVE] Thank you, Mr. for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] OK.