AccountId: 011433970860
ContactId: 18603110-322b-49b2-afe6-a7a0d263a9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1122680 ms
Total Talk Time (AGENT): 295369 ms
Total Talk Time (CUSTOMER): 402373 ms
Interruptions: 7
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/18603110-322b-49b2-afe6-a7a0d263a9b0_20250102T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ETL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you. Happy [PII]. I hope you had a very good year.
[AGENT][POSITIVE] Happy New Year to you also.
[CUSTOMER][POSITIVE] Thank you, my dear sweetheart, I sent uh last year I mean Friday I I left the request for uh to enrollee.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh, a new enrollee for the group number 24245.
[CUSTOMER][NEUTRAL] It is Arka Worldwide.
[AGENT][NEUTRAL] OK, hold on one second, let me pull up the group.
[CUSTOMER][POSITIVE] Thank you. 24 24 24 5.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hold on one moment, it's coming up now.
[CUSTOMER][POSITIVE] Take your time, take your time, my dear.
[AGENT][POSITIVE] Thank you. And I have the group here and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm calling on behalf of the agent [PII]. I am his assistant.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I just need you to verify, well, you already gave me the group name and number, um just your email address and a good contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] OK. The group number is, name is Arka Worldwide.
[CUSTOMER][NEUTRAL] The number is 24245. The, the email is [PII]. And the telephone number will be for the contact [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And so can you give me the name of the enrollee?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, because let me tell you the situation first, uh, I request the ID because I sent my request on Wednesday maybe, and when I request the ID on Friday, they told me, uh, it never been enrolled, so I was like what?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I, I added two, I mean two different emails for the enrollee. One of them is for the dependent, which is I received the ID and this is how I knew that he wasn't enrolled. So if you can check it for me, it is one.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, uh, [PII].
[AGENT][NEUTRAL] Mm. I don't see a member with that name.
[CUSTOMER][POSITIVE] Yeah, I don't know why, and I send all the info and I resend the same email, which is, let me tell you when exactly I have the email with me in the file and as usual, thank you, yeah, thank you for.
[AGENT][NEUTRAL] Hold on one second. You said it was sent by email?
[CUSTOMER][POSITIVE] Yes, I sent it to care team, of course, and I received it back. Thank you for contacting API. We've received your email and our customer care wherever anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So then that means that we've received it and they're working it. Let me um
[CUSTOMER][NEUTRAL] It was sent on [PII] at
[CUSTOMER][NEUTRAL] [PII] [PII]:15.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] And the title.
[CUSTOMER][NEUTRAL] Uh, [PII]m.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the, the subject, it's a new enrollee [PII] Gaddo Mijares with AA APL Group 24 24 5.
[AGENT][NEUTRAL] OK, hold on one second, here it is.
[CUSTOMER][NEUTRAL] So I don't know, honestly.
[CUSTOMER][POSITIVE] Thank you, really thank you for your help.
[CUSTOMER][NEUTRAL] Because I have another colleague in Rale today, so I said let me check the first one. What's going on?
[AGENT][NEUTRAL] OK, so I do see where the um email was received and I do see where um they sent over the
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Request because the, you, it says you were requesting the ID cards, but there was not, there wasn't an insured in the system. Um, so let me look at this request and see what happened from there. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Not at all. I am yours.
[AGENT][NEUTRAL] OK. All right, hold on one moment. OK, you're welcome.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't even have the hub up, I don't think.
[AGENT][NEUTRAL] What's the number?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Wait, put that down. 297-003.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is Barbara. How can I help you?
[AGENT][NEUTRAL] Oops, I was on mute. Hey, Barbara, this is Ann on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm good, Anna. What's going on?
[AGENT][NEUTRAL] OK, so can you look at the, uh, I don't know, let me give you the hub maybe because it's really not a policy number, that's the problem. You want the group. So basically uh agent is on the other line. They sent the enrollment information and then the email for the ID cards. Then when they emailed us, I guess that's when we noticed that there wasn't a policy, so then a hub was created.
[CUSTOMER][NEUTRAL] What am I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But then there's some notes in the hub saying that there was an error in the, the way it was enrolled. Can you look at this hub with me?
[CUSTOMER][NEUTRAL] I first of all, give me the group name or number.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] Um, it's 242-45.
[CUSTOMER][NEUTRAL] OK, for Arca Arca worldwide, OK, um, let me look at the correct. Did we send in the hub request or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, we sent in the hub from the email that she sent requesting the ID cards, but there was no policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the person's name?
[AGENT][NEUTRAL] The person we're talking to is Suzanne.
[CUSTOMER][NEUTRAL] No, I mean, who's the insured that they were, who they're talking.
[AGENT][NEUTRAL] Oh, I'm sorry. Um, oh God, it's one, I'll spell the I can try to pronounce it, um, it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] But there's like two names in between too, so I don't know if this is all the last names. I'm sorry.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, that's OK. So they said when did they, OK, let's see.
[CUSTOMER][NEUTRAL] Um, let me get to the hub.
[CUSTOMER][NEUTRAL] OK, what I, what's, uh, let me look it up my current number.
[AGENT][NEUTRAL] The hub number, I have it for you if you need it.
[CUSTOMER][NEUTRAL] No, I'm gonna look it up by the group number real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] When was this sent? What what's the date? Uh-huh, when was it created?
[AGENT][NEUTRAL] Uh-huh, um, [PII]r 31st.
[CUSTOMER][NEUTRAL] Uh, I don't see one for [PII]r 31st for this group.
[AGENT][NEUTRAL] Let me see if there's another.
[AGENT][NEUTRAL] Um, hold on. OK, it was created on [PII]ember 26th. [PII]ey responded on the 31st. I'm sorry.
[CUSTOMER][NEUTRAL] OK, so, and this is a new enrollment. OK, let me, it looks like it's still in process.
[AGENT][NEGATIVE] Is there anything, I don't know how to go about this because I don't want to tell them, just tell them it's still in processing because she's asking me what's wrong, because she has another one that happened the same way and I'm like, um, let me see.
[CUSTOMER][NEUTRAL] Are they
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And this is the broker calling or the broker's office? OK um.
[AGENT][NEUTRAL] Well, the agent, yes, broke it up.
[CUSTOMER][NEUTRAL] It's on the [PII]sixth, we received this request.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They're supposed to have product but you can set up the plan code with.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm like
[CUSTOMER][NEUTRAL] Please see the attached enrollment. OK, I wanna look at the attached.
[AGENT][NEUTRAL] I'm gonna check back with her. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Suzanne?
[CUSTOMER][NEUTRAL] Yes, Anna.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. I'm on the other line with Broker Resources. I'm trying to figure out what's what's going on so I can get an answer for you, OK?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, my dear, no, no big deal at all.
[AGENT][NEUTRAL] OK, I just didn't want you to think I forgot about you. I'm still here.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, don't worry, but I have a quick question while we're waiting. Uh, I have a new enrollee now. I prepared the email and everything. Shall I send it to [PII]lic.com only or what else?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, just the care team.
[CUSTOMER][NEUTRAL] OK. I'm gonna send it now and to please, if you, if you can like just acknowledge, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I sure can see if it's in here.
[CUSTOMER][NEUTRAL] OK, I'm on hold waiting for you, my dear.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, hello?
[CUSTOMER][NEUTRAL] Yeah, um, what you need to do is get with Jennifer and do business and um.
[AGENT][NEUTRAL] Hey, I'm
[CUSTOMER][NEUTRAL] I mean, I think Jennifer in new business is confusing the product codes or whatever but it's just a new enrollment and just ask her for status because the broker's office is calling.
[AGENT][POSITIVE] OK. Well, thank you very much.
[CUSTOMER][POSITIVE] Oh no problem have a good one.
[AGENT][POSITIVE] You too. Happy New Year.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Our friend that we enrolled last week, one [PII]arris Areredodo.
[AGENT][NEUTRAL] Hello, Suzanne.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][POSITIVE] Perfect, so we have uh.
[CUSTOMER][NEUTRAL] We have 2 new employees with the 2 dependents for reski Anna.
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][POSITIVE] Oh, OK, OK, give me a second, Anna, please. Thank you.
[AGENT][POSITIVE] Oh, sure, take your time.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes Anna I'm here.
[AGENT][POSITIVE] Alright, and thank you so much for holding. I apologize for that wait. Um, I do see the email that you just sent in, just to let you know it's here.
[CUSTOMER][POSITIVE] OK, and thank you
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and they'll be working that shortly. So with Juan's policy, um, I just spoke with the representative that's doing the enrollment. She said she apologizes, um, they just got in today and she's getting ready to send you a confirmation email um with the copy of the card.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] No problem, sweetheart. No problem, but just you know to make sure because I never had a problem with you guys. That's why.
[CUSTOMER][NEUTRAL] When I submitted on Thursday, I requested on Friday, they told me.
[CUSTOMER][NEUTRAL] We don't have the excuse me, how come? So that that's the reason that I'm calling today to make sure that everything is in order.
[AGENT][NEUTRAL] Right, how?
[AGENT][NEUTRAL] Yes, ma'am. Everything is good to go. Um, she said you'll be receiving the confirmation email shortly and then I'll look to see if the email you just sent has been received and it has. It came in at 11:30.
[CUSTOMER][NEUTRAL] Uh, OK. So, and of course when whatever the ID if you can put a note is ready to please send it to me as well. So [PII]or at outlook.com.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Outlook.com, OK.
[AGENT][POSITIVE] And I will definitely note that for you. Was there anything else I can help you with today, Suzanne?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Big thank you, thank you and happy New Year, my dear.
[AGENT][POSITIVE] Happy New Year to you also and you're very welcome and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Yeah, you still online. I don't know why. Can you hang up, please?
[AGENT][POSITIVE] Yes, I hang up. Have a good day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] Bye bye.