AccountId: 011433970860
ContactId: 1eb45096-f86f-408d-9e50-46d59856d08e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1925880 ms
Total Talk Time (AGENT): 518039 ms
Total Talk Time (CUSTOMER): 653151 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/1eb45096-f86f-408d-9e50-46d59856d08e_20250305T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII].
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hi I have um an employee who is looking for an APL card. I think he's one of the new guys, um, I just wanna see if you could send me his card and uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Integra or IMV?
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Let me just see, bring him up here um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, this would be IMV.
[AGENT][NEUTRAL] OK, that's 26696. I said that a couple of times yesterday. I think that's it.
[CUSTOMER][NEUTRAL] His
[CUSTOMER][NEUTRAL] Uh 26696. Yeah, his name is [PII]. First name is [PII], last name is [PII], [PII]
[AGENT][POSITIVE] Yup, I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me get it here.
[CUSTOMER][NEUTRAL] Or [PII] I thought it was [PII], but she's saying, I don't know if they spelled it right.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let's see active covers let me get enter here active.
[AGENT][NEUTRAL] His first name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh goodness, come on here, here we go.
[AGENT][NEUTRAL] I see I see.
[AGENT][NEUTRAL] Uh, I don't have a [PII]. What was that you said last name starts with [PII]
[CUSTOMER][NEUTRAL] Yeah, his last name is uh [PII]
[AGENT][NEUTRAL] No, I don't have a [PII]. Let me go. You sure it's not integra?
[AGENT][NEUTRAL] Let me go look.
[CUSTOMER][NEUTRAL] I'm pretty sure it's not.
[AGENT][NEUTRAL] That was under IMV. Let me just make sure.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] No. Is he a dependent on somebody?
[AGENT][NEUTRAL] Or the actual policyholder.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't think so. Hang on a minute, let me pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, maybe that's him.
[AGENT][NEUTRAL] Was it [PII]?
[CUSTOMER][NEUTRAL] Yeah it must be. I'm gonna tell you right now.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] This group is always a challenge. This is amazing.
[AGENT][NEUTRAL] Um, I wouldn't be able to, I would be, I would be getting people's names messed up. That would be easy to do.
[CUSTOMER][NEUTRAL] Yeah, well, at the end of the day, it is what it is, right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I always get through it, what happened here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'll just put it in it didn't open. Let me just try one more thing here.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] That should work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this should open up ADP.
[CUSTOMER][NEUTRAL] OK, we've got ADP open. We go to people, we go to profiles and then we go to last names, so his name.
[CUSTOMER][NEUTRAL] First name is [PII]. What we say is [PII].
[AGENT][NEUTRAL] [PII], is that [PII]? Is that him?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If if that's the right guy, I mean, I don't know let me just see what else they're asking here.
[CUSTOMER][NEUTRAL] [PII], I don't know, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me even see if I see a [PII] skeleton in here.
[AGENT][NEUTRAL] Let me go back here.
[AGENT][NEUTRAL] Let me see if I have anybody with that last name.
[CUSTOMER][NEUTRAL] Yeah, I do have a [PII]. I do.
[AGENT][NEUTRAL] OK, well, I don't have a [PII] enrolled under IMV.
[CUSTOMER][NEUTRAL] Alright, let me look and see his benefits.
[CUSTOMER][NEUTRAL] Yeah, he's uh a [PII].
[AGENT][NEUTRAL] 03 went effective day? OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it's supposed to, so he's brand new just switching over to it um.
[AGENT][NEUTRAL] Let me see if uh let me see if it hasn't been activated. Hang on just a second. Let me see, make sure he's not out here impending or something.
[AGENT][NEUTRAL] Nope, he's not out here and pending hm, OK, so no.
[CUSTOMER][NEUTRAL] All right, so you don't show anything on him.
[AGENT][NEGATIVE] I don't have anything on him, no.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, well, he would just requested coverage on 31, so he's a brand new guy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I think what I need to do is send you an email with it. Um, let me, let me ask [PII], hold on a second, let me ask her a question. Hold on one second.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, OK. Yeah. OK. Yeah, no hurry.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, let me just ask [PII] she's the um.
[CUSTOMER][NEUTRAL] She's the manager of that facility. Let me just ask her real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] See if she can tell us how he would have come over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me try her. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you there?
[AGENT][NEUTRAL] Yeah, mhm.
[CUSTOMER][NEUTRAL] OK, so he, um, this is the first time he's requesting the benefit and it should have come over on the EDI feed, um, I think I don't know if it was yourself or one of one of your colleagues had said, you know, we don't wanna be duplicating, you know, and that's the one thing I'm trying to avoid is duplicating anything so but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, exactly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, will you, OK, that, yeah, agreed. So I was.
[CUSTOMER][NEUTRAL] So what do you think I should do?
[AGENT][NEUTRAL] Send an email over stating that he came over on the EDI file feed. Do you know when that one was sent?
[CUSTOMER][NEUTRAL] Uh, they send him every Friday, so I'm guessing that they did that last Friday, but um, should I go ahead and just put him on an email?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Last Friday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean if he needs to be in the if he's in the EDI file feed if you email us like and then we go and add it on our end if the file feed came through without him in there it kind of causes a problem but let me I'm thinking, give me just I'm thinking out loud if you send us an email we can send it mhm go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, if it, it's it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If he's on the file feed and I send it to you, it could create a duplication.
[AGENT][NEUTRAL] Well, what we need to do, uh, in your email, you need to say that he was submitted on the file feed, however, he's not showing active, so then we can go to the enrollment or or uh file feed people and ask them to check to see if they have it and why he's not enrolled.
[AGENT][NEUTRAL] But if he if he's in the file feed and it should come through and he should be activated just depends on you know if it was on the file feed last Friday or if it's gonna be on the one that comes in this Friday, um.
[AGENT][NEUTRAL] That that's what I would do. I would just email and say that he's not in the system for IMV effective [PII].
[CUSTOMER][NEUTRAL] There
[AGENT][NEUTRAL] And he was submitted via the file feed.
[AGENT][NEUTRAL] And you believe it was last Friday, can we please check to see if this came through and then we will ask um.
[AGENT][NEUTRAL] Our file feed department to look at their records to see if they show that he's on there and maybe something happened or didn't come over because we need to troubleshoot that.
[AGENT][NEUTRAL] If there's a problem.
[CUSTOMER][NEUTRAL] Mhm. Alright, I'm gonna hit send on this in one second. I just wanna make sure I've got everything in here that you, you want me to put right, so this is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 42 OK.
[CUSTOMER][NEUTRAL] I'm just wanna give you his date of birth, so his D.
[CUSTOMER][NEUTRAL] OK and his date of birth I have is [PII].
[CUSTOMER][NEUTRAL] This all sounds too familiar, um, [PII]. I thought I sent this over already. I'm gonna double check that right now and his um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see his social.
[CUSTOMER][NEUTRAL] Pretty soon we'll be past all of this time of them being able to make all of these changes. We're already past that time, I guess, really.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me make sure I've got this in right, OK.
[CUSTOMER][NEUTRAL] So I've got his date of birth, his social, his address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the one thing we're also going to need, oh we know the effective date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Effective we're saying is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's all you need, right? Date of birth, um, oh, you need data higher date, no, you need data data.
[AGENT][NEUTRAL] Yeah, date of birth, higher date, higher date, yeah.
[CUSTOMER][NEUTRAL] Data higher when the heck was that? Let's see employment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Position start date, date of hire [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The date of higher [PII].
[CUSTOMER][NEUTRAL] OK, so we have the data higher in there now, so we're all set so I'm gonna put in here I am the.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I should put the division up here. This is a
[AGENT][NEUTRAL] Yeah, it's a vision.
[CUSTOMER][NEUTRAL] [PII] division, so I'm gonna put on here division.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am the [PII].
[CUSTOMER][NEUTRAL] This is I am the I am.
[CUSTOMER][NEUTRAL] [PII], OK, I N V.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this guy's name is [PII].
[CUSTOMER][NEUTRAL] She, it's
[CUSTOMER][NEUTRAL] It's an odd name, [PII], OK.
[CUSTOMER][NEUTRAL] Alright, so I have it teed up ready to go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I should put as a, as a kind of like um a note right at the top note, um.
[CUSTOMER][NEUTRAL] Should I say please?
[CUSTOMER][NEUTRAL] Check
[AGENT][NEUTRAL] Biofeed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh hello.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employee
[CUSTOMER][NEUTRAL] Came over.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] The ADP E D I.
[CUSTOMER][NEUTRAL] Feed
[CUSTOMER][NEUTRAL] What should I say last Friday?
[AGENT][NEUTRAL] Yeah, if that's when you think it went through, yeah.
[CUSTOMER][NEUTRAL] OK, that takes care of that. Now let me just see. I have one little thing here that I make notes and just wanna see if I show already sending this to you.
[CUSTOMER][NEGATIVE] No, I don't show anything on this guy.
[CUSTOMER][NEUTRAL] I don't show anything so I've got everything in here. I got please I'm gonna just bold this right here so we have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I've got everything in here, um, please send.
[CUSTOMER][NEUTRAL] ID card.
[CUSTOMER][NEUTRAL] He has an MRI scheduled. That's why please send ID card.
[CUSTOMER][NEUTRAL] As soon as available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm sending it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I have a couple people that I had sent in.
[CUSTOMER][NEUTRAL] That um I wanted to make sure that you didn't end up um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see more, yeah, I see [PII]'s got [PII] and uh [PII], who's working those.
[CUSTOMER][NEUTRAL] Duplicating
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yeah, those are, those were two of the ones I was gonna tell you about. Let me just look at that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yep, so let me see here. [PII], yes, um, [PII] and a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see [PII], uh, let's see.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I, I sent [PII] over to you guys on Tuesday yesterday at [PII] yesterday.
[AGENT][NEUTRAL] And then earlier? OK.
[AGENT][NEUTRAL] 13. OK, she may have already completed that one. Let me go ahead and see if she has this out here.
[AGENT][NEUTRAL] Mm and he's not out here so she must have completed that one hang on one second.
[AGENT][NEUTRAL] You said it was yesterday at [PII]?
[AGENT][NEUTRAL] That what you said? OK.
[CUSTOMER][NEUTRAL] Yeah mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I looking, looking, looking, let's see.
[AGENT][NEUTRAL] 30, OK, that's that.
[AGENT][NEUTRAL] You must have sent that one over. Let me see if he's already in the system, which is he IMV or is he integra?
[CUSTOMER][NEUTRAL] He's Ivy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, wait a second, you're which guy are you talking about now?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], I, no, I think [PII]'s Integra.
[AGENT][NEUTRAL] OK, let me go back over to checker and see if it's been processed.
[CUSTOMER][NEUTRAL] No, I'll prove it. I, I, I'll prove it right now. I have the I have this up right here and I don't think [PII]'s gonna show here. I think [PII] is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Executive.
[CUSTOMER][NEUTRAL] Yeah, [PII] is integra.
[AGENT][NEUTRAL] OK, one second, I'm looking into that group.
[AGENT][NEUTRAL] It looks it's not in the queue so I'm thinking [PII]'s probably already processed it, so let me just.
[AGENT][NEUTRAL] Or send it over process let me put it that way.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] It's not in the system just yet. Let me see if it's impending.
[AGENT][NEUTRAL] Not impending just yet, so.
[AGENT][NEUTRAL] I don't see the queue, but let me go look in the folder. Give me just a second.
[AGENT][NEUTRAL] She would have saved it out here.
[AGENT][NEUTRAL] Oh, there it is, let's see. OK, 2025.
[AGENT][NEUTRAL] For so that's the 28, don't have anything over here. Here we go.
[AGENT][NEUTRAL] And [PII] I sent you the ID card.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] See the other two, but I don't see anything out here.
[AGENT][NEUTRAL] For that, that's weird.
[CUSTOMER][NEUTRAL] For for for which person?
[AGENT][NEUTRAL] For [PII], because you said you sent it yesterday, I see she's got Lima Go. She got that one on [PII] at [PII]. That one came through.
[AGENT][NEUTRAL] Um, and then [PII] or [PII].
[CUSTOMER][NEUTRAL] Do you want me to, do you want me to reset [PII]?
[AGENT][NEUTRAL] Will you resend it because I don't see it out here and I don't see it in the folder and I didn't see it in our completed folder so I'm, I'm not seeing it.
[CUSTOMER][NEUTRAL] Alright, let, let me just uh let me double check that one. OK, so here we go.
[CUSTOMER][NEUTRAL] Alright, so the first, I just, this is showing you [PII] and [PII], yeah, here it is. [PII] on [PII] at [PII]
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] 34, just 1 in 30, yeah, please do because I don't see it out here.
[CUSTOMER][NEUTRAL] I'll send this back over.
[CUSTOMER][NEUTRAL] Do you want me to put that same line in here to check the EDI feed?
[AGENT][NEUTRAL] If it, yeah, because if these are coming through on EDI, I, you know, yeah, I don't know why they're not getting added to the system unless it's just if they were just sent on Friday I know there's gonna be a processing time for it to show up, but I would, I would just put that on there so we can make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm putting it on here. Got this as a.
[AGENT][NEUTRAL] I've got [PII], that one came through, so it's out here.
[CUSTOMER][NEUTRAL] The draft
[CUSTOMER][POSITIVE] All right, so I'm gonna take this right here.
[CUSTOMER][NEUTRAL] Integra corp, I'm just gonna copy it.
[CUSTOMER][POSITIVE] I'm gonna put it up here so it's easier for you to see it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I will go ahead and.
[CUSTOMER][NEUTRAL] Populate in here.
[CUSTOMER][NEGATIVE] I don't know why it came through so big it just.
[CUSTOMER][NEUTRAL] So I could just uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I'm sending uh [PII] again right now and I did put in here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What the heck? Didn't work. I'm just getting rid of this. I'm doing it again. This just made this so.
[AGENT][NEUTRAL] Oh you're fine.
[CUSTOMER][NEGATIVE] Made it so big it hardly fit on the damn page on what happened here so control copy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, and then let me just get the language of the uh EDI feed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's go over to the draft.
[CUSTOMER][NEUTRAL] OK, let's put this.
[CUSTOMER][NEUTRAL] Right there.
[CUSTOMER][POSITIVE] OK, alright, I think we got it now.
[CUSTOMER][POSITIVE] OK, I got it all in there. I'm gonna send it right now.
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Oh, I left off his data higher. Look at that. I need his data higher.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hi here.
[CUSTOMER][NEUTRAL] OK, so this is [PII] and I need [PII]'s data higher.
[CUSTOMER][NEUTRAL] So I got to come back over here.
[CUSTOMER][NEUTRAL] To get this
[CUSTOMER][NEUTRAL] It's a lot of work, always so many buttons to push and so much detail with this group.
[CUSTOMER][NEUTRAL] It's all because of the CDI feed. I mean they went away from.
[CUSTOMER][NEUTRAL] Paper.
[CUSTOMER][NEUTRAL] That created all of this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I'm an ADP for Integra.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we go to people, we go to profile.
[CUSTOMER][NEUTRAL] Go to search and we go to [PII].
[CUSTOMER][NEUTRAL] Here he is [PII].
[CUSTOMER][NEUTRAL] OK, and his employment?
[CUSTOMER][NEUTRAL] Date of hire is [PII].
[CUSTOMER][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] OK, I think we got that right. Active date of hire. OK, got him in there. OK, I'm just hitting send right now OK so I just sent you um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. And then, yeah, I've got [PII]'s out here so we can start looking at that one and hopefully we can figure out what's going on because like I said, if they're on the file feed, I mean it should be on there so that's kind of weird.
[AGENT][NEGATIVE] know why that's not happening.
[CUSTOMER][NEUTRAL] Yeah, you know, we, we're supposed, we're supposed to have total confidence in the file feed.
[AGENT][NEUTRAL] Exactly, yeah, OK, well, um, hold on, let me just make sure I'm sure it came through, but let me just double check because I wanna make sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see, yeah, [PII]. OK, so yeah, we've got both of those and we will, um, do some research on that and let you know what we find out. So like I said, if you're sending on the file feed, I don't know why it's not out there, but we'll get it we'll get it looked at and see what we can do, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so we ended up mentioning a total of 4 people, uh, that [PII], I think we're good. [PII] just got with [PII], we just talked about, right? And, and, and then and then, uh, [PII].
[AGENT][NEUTRAL] Mhm, mhm, OK, and [PII]. Mhm.
[CUSTOMER][NEUTRAL] A skeleton.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, yes, now that should be there, OK.
[AGENT][NEUTRAL] Not it for now? OK. All right. Well, we'll, we'll see what we can do on it. Is there anything, anybody else you need to check on or?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, not for the moment, no, I think, are you guys still working the renewal or is the renewal done?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for this one, let's see, let's see.
[CUSTOMER][NEUTRAL] Because I haven't sent in the group I want to send in the group coverage and participation forms, but I wanted to confirm how many you showed enrolled on IMV and how many you showed enrolled on Integra.
[AGENT][NEUTRAL] OK, let's see, group renewal process, reprocess that was in November, so this has an effective date of [PII]. So I don't see, let's see, let me go look at this is Integra group status our group was placed in renewal hall that was on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group renewal reprocessed.
[AGENT][NEUTRAL] Mail dates were changed on the renewal letter. Renewal letter time supplemental letter was removed, hmm.
[CUSTOMER][NEUTRAL] Uh, we need to complete the renewal. I thought that I had sent in the comparison um I had sent in a uh a spreadsheet on both.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Integra Solutions and IMV and I understood that [PII] was working it.
[AGENT][NEUTRAL] I'm asking her, hang on just a second.
[CUSTOMER][NEUTRAL] To make sure everything you have matches everything that we have so we can compare notes and move on.
[AGENT][NEUTRAL] I'll ask her hang on just a second, let me see what she says.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, let's see.
[AGENT][NEUTRAL] Here I'll see to the renewal folder.
[AGENT][NEUTRAL] If she has anything else now.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 31.
[AGENT][NEUTRAL] She must be on a call because she's not responding to me. Um, let me check with her and I'll, I'll either have her or me shoot you an email because like I think she's processed it. Let's see, we were approved to send.
[CUSTOMER][NEUTRAL] That's what I thought. I thought we're all done with this.
[AGENT][NEUTRAL] I did too, so.
[CUSTOMER][NEUTRAL] That's why I wanted to send in the the group participation forms.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Let me just double check with her. Um, she's not responding, so she must be on another line. So, um, let me get with her and I'll get back with you. I'll have her email you or I'll or me either one of us will get back with you and let you know if there's anything needed or what the what the status is.
[CUSTOMER][POSITIVE] OK, sounds like a plan.
[AGENT][POSITIVE] OK, all right, we'll talk to you soon. OK.
[CUSTOMER][POSITIVE] Alrighty thank you appreciate it bye bye.
[AGENT][POSITIVE] Uh huh you're welcome bye bye.