AccountId: 011433970860
ContactId: 1ef8e7e2-58cf-4981-a561-2fc1648f44ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276670 ms
Total Talk Time (AGENT): 65449 ms
Total Talk Time (CUSTOMER): 189931 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1ef8e7e2-58cf-4981-a561-2fc1648f44ab_20250117T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, good morning, uh, if you could pull up 1799417994.
[AGENT][NEUTRAL] 17994. I see, just a sec.
[AGENT][NEUTRAL] OK, nutrition formulator?
[CUSTOMER][NEUTRAL] Yeah, so this group's up for renewal. Uh, they made a lot of changes in the portal and when I, I have everything ready to go to, uh, submit the group coverage and participation form, but they told me they were in the process of adjusting, you know, these new people that were coming on or people coming off and I didn't want to process this until I had everything set. Can you look it up now and see how many people you show on the plan?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You just need to know currently how many are on there?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wanna, you know, I'm trying to figure out if everything's already been done and we're and we're good and then I can submit this right now, uh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We're showing, yeah, we're showing 40, but it's still in renewal hold so we would not have processed anybody new coming on.
[CUSTOMER][NEUTRAL] So what do you want me to do? You want me to send in the um the APL group coverage and renewal form at this point?
[AGENT][NEUTRAL] Go ahead and send it in.
[CUSTOMER][NEUTRAL] Or do you want me to wait until that comes in?
[AGENT][NEUTRAL] No, well, we can't process until we get part one in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] How many more are you?
[CUSTOMER][NEUTRAL] I have no idea because they do that. I don't do that.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let's see what we can do here.
[CUSTOMER][POSITIVE] I can send it in right now. I've got it right in front of me and I'm ready to put it in, but I'm just gonna put in here the same 40 that you're mentioning. I, I think that sounds about right.
[AGENT][NEUTRAL] How many eligibles do they have?
[CUSTOMER][NEUTRAL] I think it's it's around 40. I thought the other day she said 39, maybe it's 40. I mean, it's it's about right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead and send it in.
[CUSTOMER][NEUTRAL] OK, you'll have it in 5 minutes.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Alright sounds good.
[CUSTOMER][NEUTRAL] Now I'm also working on another group because [PII] sent me an email today asking me what's going on and he asked me about two groups. Uh, the next group to mention to you is 25309.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And 253-09, um, I'm waiting for them to send me their new hires for their [PII] open enrollment. They sent me an email that says see attach new hires. There was nothing attached. I sent back the, I sent an email back saying, hey, nothing's attached.
[CUSTOMER][NEUTRAL] Then I got another email from them. It said, Terminate these 3 people and see the new hires attached. Again, nothing attached. So I just called the boss. I don't usually like to do that. And I called the boss. I said, My hands are tied. I have to get this in for you. She said, OK, let me, let me speak to this particular woman in this department and I'll get back with you. So hopefully I'll have that today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] So I wanna talk about [PII]. Are you in touch with [PII]?
[AGENT][NEUTRAL] Um, not very.
[CUSTOMER][NEUTRAL] If not, I'll respond to his email. No, I'll just respond. OK, and then one other group, uh, this group number is um.
[AGENT][NEUTRAL] Yeah, not, not really.
[CUSTOMER][NEUTRAL] Uh, 24017, 24017. It's [PII].
[CUSTOMER][NEUTRAL] And that group moved to a 4-1 because their medical was a 15 month renewal, and they moved to 401. And I think you guys have finally updated your records to that because [PII] said, hey, where is this? But he doesn't realize it's a 401 now.
[AGENT][NEUTRAL] Mm, did you send everything in for that one because it's still showing a 11.
[CUSTOMER][NEUTRAL] Well, they need to correct it. No, you guys, we've already been down this road for a while. Let me see what I have here. You sent me the, you sent me the renewal for 401. You sent me the group coverage and participation for 401.
[AGENT][NEUTRAL] Oh no they did they did sorry I was looking at the wrong screen, they did.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, alright, so I'm gonna tell [PII] that one's 41, uh, nutrition we're taking care of today and [PII], we hope to have finished up, uh, today or tomorrow.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alrighty, thank you much I'll have this to you in about 10 minutes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, [PII], thanks.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye.