AccountId: 011433970860
ContactId: 0fc808a8-a0ed-4572-a481-9d57a585fe0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444779 ms
Total Talk Time (AGENT): 195021 ms
Total Talk Time (CUSTOMER): 142667 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0fc808a8-a0ed-4572-a481-9d57a585fe0c_20250115T16:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I need, well, I think I need some help. Um, I have a group admin on the other line. It's group 13275.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She said that she was working with [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, on the, they're trying to enroll 3 employees and then she also asked about her invoice, but I told her it was in renewal, so, uh, they'll get the invoice after, you know, everything's done. But she's, she's calling asking about the 3 employees that were, that they're trying to enroll um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I couldn't get, it looks like [PII] is away.
[AGENT][NEUTRAL] Uh, yeah, she is.
[CUSTOMER][NEUTRAL] She said she sent some emails, but she not to her specifically, to care team, but she hasn't had any responses and she um asked to speak to [PII] to see if the employees were enrolled because she didn't see it online and then I wasn't sure if the renewal had anything to do with that.
[AGENT][NEUTRAL] It does, um, yeah, she's it the ideal company, yeah, she's not gonna be able to add anybody or to do anything until that renewal's complete and then the um enrollments will get processed with the renewal.
[CUSTOMER][NEUTRAL] Oh, it does? OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So right now they're just sitting in the folder like waiting for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Somebody to send.
[AGENT][NEUTRAL] That um what's it called? uh, yeah, the renewal form.
[CUSTOMER][NEUTRAL] Like the enrollment
[CUSTOMER][NEUTRAL] Packet thing. OK.
[AGENT][POSITIVE] Yeah, exactly.
[CUSTOMER][NEUTRAL] I know what you were talking about.
[AGENT][NEUTRAL] Yes, exactly. So, yeah, nothing can be done until um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Renewal is completed.
[AGENT][NEUTRAL] Mhm, let me see, I do see, was it on the [PII] by chance?
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][POSITIVE] I appreciate your assistance today. I've attached the enrollment templates for the 4 employees that needed added for open enrollment.
[CUSTOMER][NEUTRAL] Do you hear anything in my background?
[AGENT][NEUTRAL] I did not.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, good, because I have my leg massager on and I didn't.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't I'm like, I wonder if they can hear this.
[AGENT][NEUTRAL] No. No.
[CUSTOMER][POSITIVE] OK, cool. Good.
[AGENT][NEGATIVE] Not at all. Um,
[CUSTOMER][NEUTRAL] Um, she didn't mention when she sent the email. I know I talked to her on the [PII] and I gave her care team's email, so I'm thinking it was on the [PII] or sometime after that she sent the email.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I can explain it to her.
[AGENT][NEUTRAL] Yeah, I was gonna check um EMPLI really fast.
[CUSTOMER][NEUTRAL] Oh sure.
[AGENT][NEUTRAL] Um, and just make sure that I'm.
[AGENT][NEUTRAL] Yeah, I mean, it's still in renewal, so nothing can nothing can be done until we get that renewal.
[CUSTOMER][NEUTRAL] OK. Well, I will let her know because I did tell her that and she's like, well, we did the renewal over the phone and I was like, uh, OK, well, it's still a renewal.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] did the renewal over the phone.
[CUSTOMER][NEUTRAL] Yeah, she said her and I keep wanting to say, oh, because that's her name, her and [PII], sorry. He and [PII] were um, yeah, that they were on the phone together and I guess she asked her questions.
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] Um, but I'm just gonna tell her that the renewal is not completed and once it's completed, the enrollment and the invoice will generate.
[CUSTOMER][POSITIVE] That sounds good.
[AGENT][NEUTRAL] Well, yeah, well, on [PII].
[AGENT][NEUTRAL] Sorry, I keep like seeing all these things once we think we're finished talking, um, who are you talking to?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] So she said that um.
[AGENT][NEUTRAL] In the meantime, I've attached the application enrollment template for you as well as the renewal coverage and verification form we completed over the phone.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So they did do it over the phone.
[AGENT][NEUTRAL] And I got sent on [PII].
[AGENT][NEUTRAL] And the uh renewal.
[AGENT][NEUTRAL] The renewal um documentation was done by [PII].
[AGENT][NEUTRAL] Hold on, I'm gonna check one more thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] SharePoint.
[AGENT][NEUTRAL] Real.
[AGENT][NEUTRAL] 3275.
[AGENT][NEUTRAL] Says IT is complete and then it says.
[AGENT][NEUTRAL] Um, it does say that new business, it says new business and progress.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think it just needs to get pushed like.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Uh, let me send [PII] an email.
[AGENT][POSITIVE] Ideal.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is this room.
[AGENT][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] So it's.
[AGENT][NEUTRAL] Still in a renewal hold.
[AGENT][NEUTRAL] OK, I'll send [PII] a message and maybe she'll take it out of renewal hold.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I don't know what to tell her now.
[CUSTOMER][NEUTRAL] So should I
[AGENT][NEUTRAL] Um, just tell her that it's complete and that we reached out to our new business department for them to release the hold and um to give it just a little bit for the renewal to be released because.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She should, [PII] should get it and then it should.
[AGENT][NEUTRAL] If it's if everything's good it should just be released.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should be finished.
[CUSTOMER][POSITIVE] I will do that. Well, thank you.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Alright, bye bye.