AccountId: 011433970860
ContactId: 37e9ed0a-4146-4a53-82c9-649d22f266ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264619 ms
Total Talk Time (AGENT): 161343 ms
Total Talk Time (CUSTOMER): 106888 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/37e9ed0a-4146-4a53-82c9-649d22f266ee_20250213T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] with uh billing. How are you?
[AGENT][POSITIVE] Yeah, I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well. I have an agent on the phone that was calling about some invoices that her group wasn't receiving, and it turns out because they're in renewal hold. Um, I was told by customer service it's still with you guys. She is under she doesn't understand why because it was back in [PII] and so I was kind of hoping you could help her out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, absolutely. Do you have a group number?
[CUSTOMER][NEUTRAL] OK. I think that would help, wouldn't it? 19953.
[AGENT][NEUTRAL] No worries, it's OK, let's see. uh, Pro Fab manufacturing and who's who's on the phone? Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII], yes, ma'am, and she's been verified.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Perfect. Thank you so much. I will take care of it.
[CUSTOMER][NEUTRAL] OK, just a minute.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] Hey, I apologize for that hold. I've got [PII] on the phone with Broker Resources, and she's gonna help you out with that renewal. We'll get it figured out once the group gets, uh, the process completed. We can get those invoices generated for you.
[CUSTOMER][POSITIVE] OK, thank you. All right, thank you. You have a great day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Hi [PII] Hi [PII], this is prestige.
[CUSTOMER][NEUTRAL] Hey, you're [PII]. Yeah. OK, so apparently I didn't return a paper or something.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I'm looking.
[AGENT][NEUTRAL] I guess let me see she just gave me the information. I'll pull it up, so let me just, I'm trying to get into the folder to see what we are lacking so we can get this taken care of or what's going on. Bear with me just a second.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, because the renewal was [PII]. Let me just make sure it's on renewal.
[CUSTOMER][NEUTRAL] I know that's what I was telling her. I said, I said when did they go out and she says, I think in September I said, well, OK, too early.
[AGENT][NEUTRAL] No, I get it. Yeah, they did go out about 3 months prior to, let's see.
[AGENT][NEUTRAL] Trying to get sort of
[CUSTOMER][NEUTRAL] And see when it comes I don't have any renewal information on the underlying.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I kind of put it aside and then the last quarter happened and that was the end of that.
[AGENT][POSITIVE] Oh goodness, I understand. Oh my gosh, my computer is being silly. Give me just a second. Normally just don't know what's going on with my computer. Don't let me get to where I need to go. Bear with me just sit here. OK, Pro fab. Let me go a different way.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Profi manufacturing there we go. OK, let's see [PII] renewal.
[AGENT][NEUTRAL] is on here. OK, [PII]. Let me pull this up and see. So it looks like we did send, well this went to renewals at the Cason group and to [PII] and [PII], um, asking them to complete it, so that's probably why. So let me forward this to you, uh, because basically we just mhm mhm.
[CUSTOMER][NEUTRAL] Oh well, I never got it then if it's.
[CUSTOMER][NEUTRAL] Well, and how about you put my name on there so they come to me.
[AGENT][NEUTRAL] Yeah, I think it should. I'm not sure. Yeah, I'm not, I'll double check on that because I do show that you're the agent of record on here, so I'm not sure what happened, um, because that's, that is kind of weird now that I'm looking at that. Let me just make sure, let me look at one other thing.
[CUSTOMER][NEUTRAL] Cause I'm the agent and
[AGENT][NEUTRAL] Because there was a letter sent out, OK, yeah, no that's one. What's this one?
[AGENT][NEUTRAL] On the [PII], let me see where that one went as well.
[AGENT][NEUTRAL] OK, I know those didn't go to you. Those are the other ones. OK, yes, we need, I will, yes, let me send this to you and make sure our underwriting team knows that these need to go to you, um, and not the people that we send it to initially going forward since you are the agent of records. So yeah, we just need the uh group participation forms completed. Are they gonna be making any changes on the group or anything?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] On a plan.
[CUSTOMER][NEGATIVE] Like, you mean, no, no.
[AGENT][NEUTRAL] Are they changing their health plan or anything? OK, perfect. So it shouldn't take you, should be easy to fill out then. OK, um, well, let me make sure I have your correct email address. I have [PII] is it [PII].
[CUSTOMER][NEGATIVE] No, I won't.
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] OK. Well, I'm gonna get this over to you and just, yup. I'm gonna get this over to you here in just a few seconds and if you have any questions or anything, just let us know. Is there anything else I can do for you today?
[CUSTOMER][POSITIVE] You got it. We're good.
[CUSTOMER][NEUTRAL] I'll, I'll look for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think that's it. Thanks for your help so much. All righty. Bye-bye.
[AGENT][POSITIVE] OK. You're, you're most welcome. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.