AccountId: 011433970860
ContactId: 219f199b-161a-48d2-a820-f39b0bd56211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253029 ms
Total Talk Time (AGENT): 90331 ms
Total Talk Time (CUSTOMER): 118131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/219f199b-161a-48d2-a820-f39b0bd56211_20250117T21:10_UTC.wav
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[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] OK, here is [PII] for you.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Hello, how are you? is this [PII]?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm calling about the situation I have with that group hex matrix.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, so, no, I'm, I'm wondering because I sent in that email. I spoke with someone, they told me to submit that email, but I sent that back on [PII], and now is when I'm getting a response on it that um that it wasn't whatever that that that it wasn't approved.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What um what exactly needs to be sent in because the issue is is that they're on that GHT admin plan that goes directly with this particular gap so the dates have to match the uh start date so that way the renewal dates will both be [PII] [PII].
[CUSTOMER][NEUTRAL] So my question is, are you asking for me to send in that signed APL application again or what is it I need to submit?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, I just need to see a copy of the major medical plan that shows that [PII] effective date. Um.
[AGENT][NEUTRAL] Because right now what we the only thing that we have is, you know, the 111 [PII] that was on the master app. I don't have anything of asking for the change, um, any documentation that we and anytime we do a renewal date change, um, we require to see the uh major medical summary that has that new effective date.
[CUSTOMER][NEUTRAL] Yeah, the issue is is that when I called in back in December, that's what they told me to do, so I sent that simple email.
[AGENT][POSITIVE] OK, if you could forward that to me, that would be great.
[CUSTOMER][NEUTRAL] And then it takes a
[CUSTOMER][NEUTRAL] For exactly what the email that I sent back in December?
[AGENT][NEUTRAL] Yes, cause I don't have any record of that, that email in December.
[CUSTOMER][NEUTRAL] Oh yeah, I thought you, OK, no, I thought because I have that on the same thread of emails as um OK hold on one second.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] And I'll forward it to you right this minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because yeah, the only thing that I had was the email that was from uh [PII] about the billing. I don't have any anything from December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your email?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just sent it to you.
[AGENT][POSITIVE] OK, perfect. So are you wanting now.
[CUSTOMER][NEGATIVE] That's not gonna have now mind you that's just showing that I requested it back on [PII]. It doesn't have any documentation it doesn't have anything on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I still will need the documentation. So once you have that, you can send it to me.
[CUSTOMER][NEUTRAL] Yeah, the problem I'm trying to figure out what I could, I'm gonna have to print out something from the proposal because AMed never sends like uh like the the the enrollment benefit summary. It doesn't have a, a start date on it, so I'm gonna see what I could print out and send over I guess. Um, it's gonna show it's gonna show other plans.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Most, that's perfect.
[CUSTOMER][NEUTRAL] It's gonna show other plans on there so um but you'll see that the title, you know, it'll say 1125 or whatever.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Sure, not a problem.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thanks mhm bye bye.
[CUSTOMER][NEUTRAL] Bye.