AccountId: 011433970860
ContactId: 292ed38b-16b6-4232-a2ae-51f6608a3702
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108720 ms
Total Talk Time (AGENT): 61373 ms
Total Talk Time (CUSTOMER): 56571 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/292ed38b-16b6-4232-a2ae-51f6608a3702_20241230T16:59_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], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good. So, I have a question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I, now I'm starting to second guess myself. OK, I have a group admin on the other line. She has a member that they that's trying to enroll or thinking about enrolling, but he has questions about their policy and the sleep study and DME and their deductible. I tried to find like the master on on base, but I don't see anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number? Did they give you the group number?
[CUSTOMER][NEUTRAL] Um, mhm, it's 18735.
[AGENT][NEUTRAL] Home Comfort Enterprises? OK.
[CUSTOMER][NEUTRAL] Mhm, we're talking to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But now, but when I was holding, then I started questioning, should I have called group billing or it is broker resources cause it's enrolling and stuff.
[AGENT][NEUTRAL] Uh what.
[AGENT][NEUTRAL] Well, if they're asking about product information, claims usually have to handle that, um, because, and they, they probably a lot of times don't answer because they don't have a policy issue, but I think they can ask, they can answer like generic information, um, that's what I would do because we, if let's see, was there not a master policy, is there something about the meddling policy?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, meddling 6.
[AGENT][NEUTRAL] OK, OK, let me just look at something.
[AGENT][NEUTRAL] I mean, I know you can click on one of those people that are insured under that group and pull up a policy, but I would, I would defer that to claims if they're talking about benefits, um, and how that works and see if they can help. If they don't want to help send it back over, but really they're the ones that answer the benefit questions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][POSITIVE] You're most welcome. Have a good day. Mm bye-bye.
[CUSTOMER][NEUTRAL] All right. You too. Bye-bye.