AccountId: 011433970860
ContactId: 0a3472d9-217a-47e7-a294-4c36298f64cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430040 ms
Total Talk Time (AGENT): 108775 ms
Total Talk Time (CUSTOMER): 143351 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/0a3472d9-217a-47e7-a294-4c36298f64cc_20250321T17:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling you from the broker's office for Insurance, and I'm calling because I don't know what to do in a particular case in which a member is switching plans.
[CUSTOMER][NEGATIVE] Cause um she's going through a financial struggle and um she switched the medical plan to the most um cost-effective plan, and now she needs to do the same with the Trans America, I'm sorry, with the gap. And I'm not sure how to go about that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I can do it in the website or if I will have to send it over to, to, to the eligibility department for it to, to get done.
[CUSTOMER][NEUTRAL] Because it is, it is not effective the, the, from reception, it is effective as of uh [PII].
[AGENT][NEUTRAL] OK. Well, let me pull up your, um, the group, but you have two options. So you can either um email the care team of the changes or you can um like if you want to submit the enrollment form with whatever the new policy is that they're submitting, you can do it that way, but still, it will be sent to the care team.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, can it be done?
[AGENT][POSITIVE] And then we'll go ahead and get it for you.
[CUSTOMER][NEUTRAL] I do see an option to change the employee.
[AGENT][NEUTRAL] Let me double check on that option. I don't know if it's to like add to like change the members, add the members or if it will let you edit the, you can go ahead and see. I'm not sure, let me go to that part, but what's your group number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The group number is 2222, give me just one sec, uh, it's right here.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] The group number is 23569 JCNA.
[AGENT][NEUTRAL] 23569.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK. And [PII], I just need you to verify the um
[AGENT][NEUTRAL] Phone number and then your mail, your email address.
[CUSTOMER][NEUTRAL] That will be [PII].
[CUSTOMER][NEUTRAL] And my email address is.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] [PII]. That is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold while I look into your request for you?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so yes, you can um email the care team.
[AGENT][NEUTRAL] The enrollment.
[AGENT][NEUTRAL] You know, the enrollment spreadsheet?
[AGENT][NEUTRAL] And just, you don't have to use that. You can also um just send us an email with what, you know, what the changes and we'll go ahead and make those changes. We just have to receive it in writing from you all.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, um, I went ahead and, and I try to do it online and it says that I can make a change, uh, on the system, but regardless, I am, I'm gonna go ahead and do it and send you the, the, the information just to make sure that.
[AGENT][NEUTRAL] Just a backup. Mhm.
[CUSTOMER][POSITIVE] That it goes through and that everything is yeah as a backup you're right.
[AGENT][POSITIVE] OK, good. So it did let you, so it lets you do it. That's good. OK.
[CUSTOMER][NEUTRAL] So what is the email?
[CUSTOMER][NEUTRAL] Yes, it did allow me to do it because this is a job status change, um, and um.
[AGENT][NEUTRAL] Oh, yeah, OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, the only thing I need to do is now print it and what email address should I send it to?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. OK, well, perfect, thank you very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all for now. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Likewise, bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.