AccountId: 011433970860
ContactId: 0fb6e5f1-ca04-4045-baee-5e8238561be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405320 ms
Total Talk Time (AGENT): 228970 ms
Total Talk Time (CUSTOMER): 101204 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/0fb6e5f1-ca04-4045-baee-5e8238561be0_20250528T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you I've got a group admin on the line um she was concerned she's not received any invoices from us since April. I do see that it's currently uh in renewal. She asked if there was any way we could email her that information just stating that it is in renewal um I just called billing and they directed me to you.
[AGENT][NEUTRAL] Yeah, so she just needs an email just saying that she's in renewal hold?
[CUSTOMER][POSITIVE] That the group that the group is yes.
[AGENT][NEUTRAL] OK, who's the, um, do you want me to talk to him or you just want me to send the email or what do you?
[CUSTOMER][NEUTRAL] It doesn't matter if you just wanna send the email I can just let her know that's fine. I can give you that group number.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Uh, yeah, give me 2 seconds. OK, I'm ready for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, that is uh 25.
[CUSTOMER][NEUTRAL] 915.
[CUSTOMER][POSITIVE] And uh it is [PII] that we're speaking with I did confirm the email that we have um is a good one.
[AGENT][NEUTRAL] Is it [PII]? It's [PII]?
[CUSTOMER][NEUTRAL] Yes, is that not what I said? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, you did. I just was making sure. Sometimes I don't know if my line like switches when I put in group number, so.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[CUSTOMER][NEUTRAL] Sure, no, you're fine.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So who, hold on, give me like 2 seconds. I just want to see who.
[CUSTOMER][NEUTRAL] Sure, no, you're fine.
[AGENT][NEUTRAL] I wanna see who the
[AGENT][NEUTRAL] The initial renewal email went to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Total number of employees enrolled in major medical, these numbers are verified petitions.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that's weird. Well, let me, um,
[AGENT][NEUTRAL] Hold on, I don't want to send this email because I feel like there's been, uh, not quite yet. There's been some correspondence back and forth with, um, oh, let me go back to one, [PII], which is um
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's with us, but with the um broker, I believe, and um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know if we ever got what we needed back. Let me see.
[AGENT][NEUTRAL] And this was only just in um.
[AGENT][NEUTRAL] March that we were going back and forth with.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Let me see what they're doing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like she's out, um, yeah, that's weird. OK, so it looks like [PII] was going back and forth with the broker trying to get the answers to like the GCF that we have to submit to um new business for them to process the renewal but I don't know what came of that. It just looks like we got the answers back, but then maybe not like we've maybe not submitted the renewal of course because there's still in renewal, but um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean, I guess I can just go ahead and tell her that they are in renewal, but
[AGENT][NEUTRAL] I don't know, I just don't want her to then go back to the broker and be like, we're still in renewal hold and like we have our information that we need. I don't know, I'm just talking out loud, sorry.
[CUSTOMER][NEUTRAL] Oh no no no I I get what what you're saying yeah it might be creating something.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah, I just.
[AGENT][NEGATIVE] Yeah, like I don't wanna create issues like if we have what we need and like somebody somewhere just missed like a.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] You know, just uh.
[CUSTOMER][POSITIVE] Yeah and then it's something that's resolved right like like.
[AGENT][POSITIVE] And yeah, literally can just send it through to.
[AGENT][NEUTRAL] Yeah, cause here's this, because I have the renewal right here.
[AGENT][NEUTRAL] So 3000, 3000, 5000.
[AGENT][NEUTRAL] I'm not sure the exact number of employees, but it's over 50. I need to know that.
[AGENT][NEUTRAL] Um, OK, tell her that I'm, will you just tell her that Broker Resources is looking into this because, um, because it does look like we've, we have assigned GCF from the broker, it is just not complete, so let me try to get with [PII] and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like what need, like, you know what I'm saying? Like, I'm working on it, just tell her that I'm working on it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It isn't, it is.
[CUSTOMER][NEUTRAL] OK, so should I just tell her that we're not able to send an email or something like because I didn't even tell her that was possible. I wasn't quite sure myself so should I just tell her that we're not able to send an email but that it's currently being worked on?
[AGENT][NEUTRAL] Did she, she said she didn't ask for an email?
[CUSTOMER][NEUTRAL] No, no, no, she did. I, I didn't, she asked if that was possible. I told her that I wasn't even sure if that was because frankly I wasn't, um, so that's what I told her I was gonna try to find out if we would be able to.
[AGENT][POSITIVE] Oh, she did. OK, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just tell her that you've spoke with the broker resources team that handles renewals and we have assigned um like we have like.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Partial information that we need and I am working, you can, my name is [PII], so you can tell that I'm working on it and that we're trying to get it complete and we'll have it completed by today or tomorrow. I just need to get with [PII] to see what is going on with, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I just need to get there.
[CUSTOMER][POSITIVE] Got you. OK, yeah, no worries. OK, sure, I, I will let her know I appreciate your help. Thank you.
[AGENT][NEGATIVE] Yeah, yeah, of course, and then just call me back if for whatever I'm [PII] Webb, so if you wanna tease me and tell it like give me your information and just say that she's pissed or like whatever, I can call her back, you know what I'm saying? Whatever, yeah, whatever works. Yeah, of course, bye.
[CUSTOMER][POSITIVE] No worries, yes, I do appreciate that.
[CUSTOMER][POSITIVE] OK, thanks again. All right, bye-bye.