AccountId: 011433970860
ContactId: 0a871b92-e002-47ae-ad05-2296574b0855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320440 ms
Total Talk Time (AGENT): 95693 ms
Total Talk Time (CUSTOMER): 120496 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/0a871b92-e002-47ae-ad05-2296574b0855_20250325T12:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] calling from Brown and Brown Insurance. I'm a broker, uh, I'm sorry, I'm working on behalf of the broker as a coordinator. Um, I needed some help and reinstating a member who was mistakenly terminated. Uh, is that something I can do with your help?
[AGENT][NEUTRAL] Sure, I can try and help you with that. Um, and what group is this for [PII]?
[CUSTOMER][NEUTRAL] Uh, the group is going to be called Acuderm. Uh, let me just see if I can get the spelling.
[CUSTOMER][NEUTRAL] Uh, that's A C U D E R M.
[CUSTOMER][NEUTRAL] And that's Eyderm Inc.
[AGENT][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And who is the actual writing agent on this?
[CUSTOMER][NEUTRAL] The writing agent, uh, let me see here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, I have a [PII].
[AGENT][NEUTRAL] Mhm, not we have listed.
[CUSTOMER][NEUTRAL] I'm just
[AGENT][NEUTRAL] Do you have a [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, he's our service leader. Sorry, I didn't expect to hear his name here, but yes, [PII] is our service leader.
[AGENT][NEUTRAL] OK. And who was the person that was inadvertently lapsed? Make sure that we have them lapsed.
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I just need their last name.
[CUSTOMER][NEUTRAL] Uh, should be possibly [PII] or [PII].
[CUSTOMER][NEUTRAL] It can either only be those two, those two are the only ones on these accounts.
[AGENT][NEUTRAL] No, no, the person who was lapsed.
[CUSTOMER][NEUTRAL] Oh, I see. Um, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] His name is [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Let me know if you need a spelling.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] OK. It looks like he was lapsed back in December.
[CUSTOMER][NEGATIVE] Yes, so, apparently speaking what I got from my, uh, fellow benefit coordinators, they let me know that the member was mistakenly terminated back then and the group has been trying to reach out but they haven't gotten much help. Um, they even got a a return, um, I'm sorry, a, a check for his cancellation, but they haven't cashed it in or anything like that because they would like him reinstated as soon as possible.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Here's what I would like you to do for me then.
[AGENT][NEUTRAL] Can you get um
[AGENT][NEUTRAL] First off, I'll
[AGENT][NEUTRAL] Need an email from you just stating exactly what happened.
[AGENT][NEUTRAL] If you can get the check number from the group that they have not cashed and the amount of that check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, check number, let me just write this down.
[CUSTOMER][NEUTRAL] So you'll need the check number and the amount.
[AGENT][POSITIVE] Yeah, that helps speed things up, uh, to get him reinstated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there anything else? Uh, just a check number and the amount and an email stating uh what happened.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] Um, and if you'd send that to FL sales.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. It's all one word.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so just those two things you needed.
[AGENT][NEUTRAL] Yeah, that should, that should get the ball rolling, um, and you want him reinstated back to [PII]?
[CUSTOMER][NEUTRAL] If possible, yes.
[AGENT][NEUTRAL] OK, yeah, just put that in the email and say, you know, he was inadvertently lapsed.
[AGENT][NEUTRAL] Back in December, we need him reinstated from December on.
[CUSTOMER][POSITIVE] OK, will do thank you for your help, yeah.
[AGENT][POSITIVE] All right. No problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. You have a great day.
[AGENT][POSITIVE] Alright well thanks so much for calling APL you have a wonderful day too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Goodbye.