AccountId: 011433970860
ContactId: 1a749cb7-8a4c-430a-ad51-dc0b5f9ae044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273420 ms
Total Talk Time (AGENT): 129498 ms
Total Talk Time (CUSTOMER): 82600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1a749cb7-8a4c-430a-ad51-dc0b5f9ae044_20250401T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I'm calling from the broker's office of Be Ventures for our group Hospitality Ventures Management Group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I just had a question about the group. Um, I'm not sure if you need a group number or, uh, verification of anything.
[AGENT][NEUTRAL] Yes, um, what I'm sorry, I, you kind of sound far away. You said the name of the group was hospitality?
[CUSTOMER][NEUTRAL] Yes, let me just put you on my headset.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so the group is Hospitality Ventures Management Group.
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] Group number is 25469.
[AGENT][NEUTRAL] OK, and what questions are you having?
[CUSTOMER][NEUTRAL] Uh, so these plans, I understand that they're issue, they're issue aged base.
[CUSTOMER][NEUTRAL] Correct, can you confirm that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So they are.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so for instance I have an employee. Her name is [PII], and she's in plan 3, and she is in the [PII] age band.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] So the group's going through open enrollment right now. The group's going through open enrollment right now, and she wants to change her plan. If she changed her plan to say either plan 12, or 4, does she still pay the 18 to 54 rate?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is her current age?
[CUSTOMER][NEUTRAL] Her she just turned [PII], so now she's [PII].
[AGENT][NEUTRAL] OK. Um, let me put you on hold for just a second to double check that. I think that it, it changes are made, it is based off of the new age, but let me just verify that. Can I put you on hold for just a moment?
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Organ.
[AGENT][NEUTRAL] I have um.
[AGENT][NEUTRAL] A broker online, they're in open enrollment.
[AGENT][NEUTRAL] This lady just turned [PII], but she wants to make changes plans. Well, when she originally started the plan, she was in this age group. Will it her changes based when she makes new changes, would it be based on her?
[AGENT][NEUTRAL] Original enrollment or her now age depends on how the policy is written what um.
[AGENT][NEUTRAL] It depends on if it's go.
[AGENT][NEUTRAL] What's the group? What's it's hospitality ventures.
[AGENT][NEUTRAL] Yes man and I just wanted to make sure to type that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Work, yeah, OK, this one.
[AGENT][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] Proposals
[AGENT][NEUTRAL] It's not it's HI right? It's not that blank or it is? Oh, I didn't ask. She just said plan 3 is what she told me.
[AGENT][NEUTRAL] GRPI yeah.
[AGENT][NEUTRAL] OK, hold on a minute resume her for just a second.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Um, I'm pulling up the information from the policy when it was originally written, so it's gonna take a couple of minutes for me to do that. Um, can I call you back in just a few minutes?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After I have a few minutes to do some research.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][POSITIVE] Yes, I can give you my um direct dial.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and I'm sorry, can you give me your name one more time?
[CUSTOMER][NEUTRAL] My name is [PII], last name [PII]
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, alright, yeah, just let me do, I gotta get that original policy verbiage pulled up and so once I read through that, I'll give you a call right back and let you know.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you. Uh-huh, bye-bye.