AccountId: 011433970860
ContactId: 1c8d1a35-c80e-4190-9317-77fe6fe368fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1040368 ms
Total Talk Time (AGENT): 413368 ms
Total Talk Time (CUSTOMER): 477194 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/1c8d1a35-c80e-4190-9317-77fe6fe368fe_20250214T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Gee, it's so good to hear your voice. It's [PII].
[AGENT][NEUTRAL] How are you? Yeah, I could tell by the number.
[CUSTOMER][POSITIVE] Oh, that's such a sweet surprise. I'm so glad I got to speak with you. It's been a while.
[AGENT][NEUTRAL] How are you? I know it's been a long while. How are you doing?
[CUSTOMER][POSITIVE] Doing good, doing good. Um, [PII] is in uh JV, um, lacrosse and doing JRTC Raider competition and little [PII] is, um, practicing so he can try out again next year for soccer. He didn't make the first cut this year, but that's OK. He's like, I'm just gonna go practice then, so.
[AGENT][NEUTRAL] Well, you sent me some pictures a couple weeks ago, I think, of the boys. And it's like, they're supposed to be little. What happened?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, right?
[CUSTOMER][POSITIVE] I know, right? Tell me about it. So like [PII] is just like skyrocketing and we're all shrinking. I mean, even my dad, like my dad used to be like tall, taller, but um, yeah, [PII] is like surpassed everybody.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] hasn't quite hit like the, the, you know, he's, he's gonna, he's finishing up 7th grade, so I think he's gonna have like his big, you know, puberty growth spurt stuff maybe starting this summer.
[CUSTOMER][POSITIVE] So hopefully.
[AGENT][POSITIVE] Awesome what.
[AGENT][NEUTRAL] What can I do for you?
[CUSTOMER][NEUTRAL] Um, well, I had emailed [PII] and [PII], and I, I know [PII]'s been pretty busy, um, but I was calling before I sent my email out to the client. I just wanna make sure that.
[CUSTOMER][NEUTRAL] Um, I'm not.
[CUSTOMER][NEUTRAL] Stepping before the what is it like the cart before the horse or the horse before the cart, yeah, exactly, exactly, um, so, um, the city of Goose Creek, um, they're on a feed with Employee Navigator with us, um, which is why I included [PII].
[AGENT][NEUTRAL] Put put the cart before the horse.
[CUSTOMER][NEUTRAL] And um Ir [PII] and then [PII] is his last name, um had a meddling plan in all of [PII].
[CUSTOMER][NEUTRAL] And then um at open enrollment nothing changed and you know we passed enrolled all the plans well for him for some reason um we didn't know until the group.
[CUSTOMER][NEUTRAL] Wanted us to look into his med link um making sure that they're all active.
[CUSTOMER][NEUTRAL] Well, something happened, um, I think the way that it was triggered or what have you, he moved up to the 55 plus, but since his policy was when he was under [PII] you know [PII] and below it instead of moving him up at least into the other bracket but just being more expensive it just like said I don't know what to do so I'm just gonna drop you.
[CUSTOMER][NEUTRAL] Some navigator like dropped him, yeah, right? I mean it didn't even like move together because there's two plans we had to build two plans, um, one for 55 plus and one for the 18 to 54, um, and so it just, it was like I don't know what to do so it literally ended his plan.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] Because we didn't have somewhere else to go, uh, so we, uh, fixed it in Employee Navigator, um, but we know and that's why I sent it to [PII].
[CUSTOMER][NEUTRAL] Because we needed to get fixed on APL side before that fee goes over next Tuesday um so we can try to work to get his meddling policy reactivated for 11 so it did lapse in.
[CUSTOMER][NEUTRAL] On the OSC and his January February invoice does not include his meddling, only his cancer.
[CUSTOMER][NEUTRAL] Um, so my email to the group was, you know, a glitch happened, it's fixed, um, he's gonna be reinstated back to [PII], but my recommendation was for them to go ahead and pay January and February for his meddling policies so we can get him to current.
[AGENT][NEUTRAL] OK, and you still have him at the [PII], correct?
[AGENT][NEUTRAL] Because we don't do, we don't do increases. It's age at issue.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right, exactly, and that was the issue with Employee Navigator at like, you know, wanted to, wanted to move them, but it said I can't do anything so instead of leaving here I'm gonna drop you because you're not the age, um.
[AGENT][NEUTRAL] Right, OK, can you just send that email to me? I'm gonna go ahead and submit a request.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, while we're talking and maybe if your email comes in I can attach it.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, let me go.
[CUSTOMER][POSITIVE] Do do do do do do do do do oh wait, you know it helps if I look in the right box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEGATIVE] Oh my gosh, that is so sad.
[CUSTOMER][NEGATIVE] It is so sad when I went to put your name in my, you know, too, and it didn't auto fill.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] I'm crushed.
[CUSTOMER][NEGATIVE] That's how long it's been. I know. I mean, that's how long it's been since we've actually emailed. I'm sad.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEGATIVE] I'm so sad. OK.
[AGENT][NEUTRAL] Let's see if.
[CUSTOMER][NEUTRAL] Alright, give me one second. I have to put this in here.
[AGENT][NEUTRAL] Well, you still ought to fill on mine.
[CUSTOMER][NEUTRAL] I know, right? OK, all right, it just got sent.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll go ahead and get that submitted over like urgent urgent so we can get that back in the system.
[CUSTOMER][NEUTRAL] Yeah, because he did, he was supposed to, um, next this coming Tuesday.
[AGENT][NEUTRAL] You know when the file is supposed to come in?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so that's why I was trying to like just like let [PII] know like, hey, you know.
[CUSTOMER][NEUTRAL] I kinda need you to notice this so you can when I if it does come in it can you know she'll know what to what to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And hold on let me see, he was.
[CUSTOMER][NEUTRAL] Yeah, so he just turned.
[CUSTOMER][NEUTRAL] 55 so that is.
[CUSTOMER][POSITIVE] Yes, the 3983, you are correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So am I OK then to um to let the group know that to go ahead and pay the 3983 for.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] January and February? OK.
[AGENT][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] OK, and should I tell them to put that on the invoice if they pay online is there a way for them to correct it so they can make a note? OK, so they can make a note there too? OK, cool.
[AGENT][POSITIVE] Yeah, they can make adjustments.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh wait, what? OK, well I just got an Outlook um deliverable.
[CUSTOMER][NEGATIVE] That isn't correct yeah what are you talking about?
[AGENT][NEUTRAL] Yeah let me send one to you.
[CUSTOMER][NEGATIVE] Well, that makes me even more sad.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've never got an undeliverable on you.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I think that should do it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] That's sad. Well, at least now it'll be pushed back up again and so.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] I'm gonna have to send you an email with just an emoji just so we.
[AGENT][NEUTRAL] Oh my gosh, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So I have been training, training, training, training, training new people and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I am within a net tiny of being able to retire.
[CUSTOMER][POSITIVE] Yay, good for you.
[AGENT][NEUTRAL] I know, um, [PII] is planning on retiring at [PII]. He's now [PII].
[AGENT][NEUTRAL] And I mean, I'm [PII]. I could, I could retire, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] I told him I said, yeah.
[AGENT][NEUTRAL] I might as well work while you're working.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Because what am I gonna do without you?
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Why, why retire without the person you're supposed to retire with? So, I thought.
[CUSTOMER][NEUTRAL] Right, because it's not like you could go anywhere if he's working.
[AGENT][NEUTRAL] Right
[AGENT][NEGATIVE] I said, what am I gonna do? Watch the paint peel? I mean, come on.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] My plan is to work a couple more years. So I'm trying to get people trained so that I can do.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] A knowledge dump
[AGENT][NEUTRAL] And they can kind of take over and I'll just
[AGENT][NEUTRAL] Supervise whatever they need help with.
[AGENT][NEUTRAL] So that is the plan right now, yeah.
[CUSTOMER][NEUTRAL] And then that way when
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] So still in broker services though.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well that's good. Well, you'll have to let me know whenever your retirement party is because I am going to be there.
[AGENT][POSITIVE] Oh thank you. I will, I will let you know and maybe.
[CUSTOMER][NEGATIVE] Do you notice that I didn't even let you invite me?
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] That's OK. That's OK, because I would want you here anyway. And maybe you can, we'll get it time to where your dad has some other meetings or something here and just all come together.
[CUSTOMER][NEGATIVE] Too bad I'm coming.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I was gonna say he's actually this May he's coming, he's gonna be back out there for police week.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I think his group at Tinker usually does something out there, so he's going out there.
[CUSTOMER][NEUTRAL] Sometime in May. I don't have the dates yet but I'll text you when I when he does.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That way at least you know in case you guys can meet up and if not that's OK too but.
[AGENT][NEUTRAL] Meet up. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'll be in [PII] with mom for um
[CUSTOMER][NEUTRAL] Yeah, he's uh one of his.
[CUSTOMER][NEUTRAL] Oh, in, in May?
[AGENT][NEUTRAL] Well, no, I'll be home in May, but I'm gonna be out in [PII] for a month, um, starting [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, how is she doing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She has good days and bad days. I mean, you know, her oncologist had said, let's hope for 2 years because of her age.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, April.
[AGENT][NEUTRAL] [PII] will be 3 years.
[CUSTOMER][NEUTRAL] I just for her.
[AGENT][NEUTRAL] So, yeah, she's.
[CUSTOMER][POSITIVE] That's huge.
[AGENT][NEGATIVE] She said, I'm just gonna keep doing me until I can't do me anymore.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's great. Oh yay, I got your email.
[AGENT][NEUTRAL] So
[AGENT][NEGATIVE] I was just gonna say, did you get my email? because that would just be very sad if.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEGATIVE] It didn't go through.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, let's see, I don't wanna do this.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, so send it back.
[CUSTOMER][NEUTRAL] That way at least you have the background anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, but otherwise like right now she's doing pretty good and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Having a good day that's good.
[AGENT][MIXED] She's, she's doing OK. She had a friend come visit her from [PII]. So her white blood count was like negative.
[AGENT][NEUTRAL] Point
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] 4, I think.
[AGENT][NEGATIVE] And um I said, Mom, you cannot be around people right now. You have nothing to fight anything off. I said, somebody so much as sneezes in your direction.
[AGENT][NEGATIVE] You've got nothing to fight it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so she said, OK, fine, I won't go to church. And I said, well, I mean, there's other places you shouldn't go as well, not just church.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] So she decided it would be a good idea to have a friend come visit her from [PII].
[AGENT][NEUTRAL] So her friend gets there and mom says,
[CUSTOMER][POSITIVE] That's funny.
[AGENT][NEUTRAL] [PII]'s coughing and sneezing and coughing and sneezing. And I said, Mom, she just got off a petri. Yeah, she just got off a petri dish. Of course, she's coughing and sneezing because planes are nothing more than a giant petri dish.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] I told you so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she goes, well, I'm kind of steering clear of her, and I said, you can't steer clear of her. She's in the same house as you.
[CUSTOMER][NEUTRAL] They try.
[AGENT][POSITIVE] I mean, this is a highly intelligent lawyer, Faith.
[AGENT][NEUTRAL] Anyway, she said, well, um, I, I think I'm, I think I'm good. Well, two days after [PII] leaves, guess what?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] She got sick.
[AGENT][NEGATIVE] Mom got sick and oh, she had the worst cough.
[CUSTOMER][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] And since the cancer in her left lung, she really only has her right lung to to be functional.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] And uh I said, Mom, you cannot lay down. She goes, I'm just so tired. I said, Mom, you cannot lay down.
[AGENT][NEUTRAL] That will settle in your lung and you'll get pneumonia. You've got to sit up right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] I said, if you wanna take a nap, fine, but don't lay down, don't lay flat.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so she slept with pillows behind her, so she wasn't completely flat. She's fine. She's fine now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh good I'm so glad.
[AGENT][NEUTRAL] That I said, do I need to come out there? And she goes, no. I said, Mom.
[AGENT][NEUTRAL] I just wanna make sure you're OK.
[AGENT][NEUTRAL] Well, so [PII] left and
[AGENT][NEUTRAL] Her cousin, [PII] and his wife [PII].
[AGENT][NEUTRAL] Just flew in.
[AGENT][POSITIVE] I'm like, great. Great. Here we go again. So far, they seem to be fine. So, hopefully.
[CUSTOMER][POSITIVE] Oh wow
[AGENT][NEUTRAL] And I think [PII] and [PII].
[AGENT][NEUTRAL] Take a few more precautions because they're both pastors.
[AGENT][NEUTRAL] And have to be around elderly. So I, I think they really make sure they mask up and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Stay away from stuff like that. So, right now, we're golden, and then I'm gonna be the next one in the giant petri dish going out there. So we'll see what happens. Um, if I have so much as a sniffle, I'll stay in a, in a hotel while I'm there.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Well, that's good. Well, I'm glad that she's over that. That's, that's huge.
[CUSTOMER][NEGATIVE] You know, because pneumonia is not good, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No. No. Not at her age and definitely not with what she has going on, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Anyway, that's, that's it. We have a new grandbaby.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] As of last week?
[CUSTOMER][POSITIVE] Oh you do? That's awesome. Oh congratulations.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Another boy.
[AGENT][NEUTRAL] So this is 10 boys, 2 girls.
[CUSTOMER][NEUTRAL] Mhm. Oh my gosh, that's a lot.
[AGENT][NEUTRAL] Oh well.
[AGENT][NEUTRAL] So, yeah.
[CUSTOMER][POSITIVE] Oh good for you. I'm sure you're enjoying that so much.
[AGENT][POSITIVE] I am I am I'm loving it so well listen I know you've got other things to do so let me get this submitted for you and um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right sounds good well happy [PII], big hug.
[AGENT][NEUTRAL] I'll let you know when it's done, OK?
[AGENT][POSITIVE] Happy [PII] to you too. We'll talk soon.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Mm, I