AccountId: 011433970860
ContactId: 117ad131-7603-4c10-a448-1510d104cf4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161089 ms
Total Talk Time (AGENT): 89216 ms
Total Talk Time (CUSTOMER): 77955 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/117ad131-7603-4c10-a448-1510d104cf4e_20250206T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I work out of [PII]'s office. Um, we have several groups with you guys and I have a feeling that I may have failed to send in a renewal for a group.
[AGENT][NEUTRAL] Uh oh, OK, do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, um, the group number is uh 26,160.
[AGENT][NEUTRAL] 26,160 let me look, hang on just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have the form all filled out in the file but I don't see where I ever sent it.
[AGENT][NEUTRAL] Oh, that happens. Uh, wall board specialties. Let's see, renewal date is [PII]. Let me just see what's going on here.
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] They've told us they haven't been getting billings.
[AGENT][NEUTRAL] They won't because it's on renewal hold because it's in because we're yeah waiting on the renewal information um let me just, let me just make sure it's not out here in our folder. Give me just one second because we saved all that stuff. I just wanna make sure that we didn't ever look anything on our end.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The my computer.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I really don't think I sent it to you. I, I really feel like this is on me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't see it in here so if you wanna go ahead and resend that to um APL sales or let's see what, yeah, mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and if if the letter, the one that I have is dated back in December when I think I filled it out. I just don't I ever, so, um, OK, can you tell me what's they're in hospital and out of hospital? I did not write that in on this form. What are they? I know they're renewing as offered.
[AGENT][NEUTRAL] Mhm, that's fine. Yeah, just send it over, yeah.
[AGENT][NEUTRAL] Um, let me see, let's see, product.
[AGENT][NEUTRAL] OK, hang on. So I, mm, was that the right? It says 4000. It's all it says on here. So is it the same for both? Uh, let me look.
[CUSTOMER][NEUTRAL] I can, I can probably find where I probably in before.
[AGENT][NEUTRAL] See, uh, I'm looking for the proposal forms out here and here it is. Let's see. I've got it right here. Hold on, let me pull up this brochure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If it will pop up.
[CUSTOMER][NEUTRAL] Their major medical deductibles 4000. I'd be surprised if it was a 4000.
[AGENT][NEUTRAL] I know it has to be the same or lesser so let's see, OK, here we go at 2 it's a 4000 inpatient, 2000 outpatient, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Outpatient, OK, I am gonna scan this in and get it emailed over to you so we can still get it taken care of then. OK, alright, OK, thank you very much alright you too bye bye.
[AGENT][POSITIVE] Mhm. Yeah, yes, please send it over, yes, for sure. OK. Uh-huh, have a great day. Thank you. Bye bye.