AccountId: 011433970860
ContactId: 3916bf19-5550-40b9-b123-54fa2651ff91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260980 ms
Total Talk Time (AGENT): 89285 ms
Total Talk Time (CUSTOMER): 57003 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/3916bf19-5550-40b9-b123-54fa2651ff91_20250613T13:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm a broker and I'm going to see a for renewal, uh, for [PII], uh, the renewal has been completed on your guys' part. Would you be able to help me with this?
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] 19658.
[CUSTOMER][NEUTRAL] Segal Institute for Clinical Research.
[AGENT][NEUTRAL] 19658.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Sorry, my computer is going a little slow.
[AGENT][NEUTRAL] The only reason why I feel like it, um, well, the screen I'm looking at says the next renewal is not till [PII]. I'm assuming it's complete.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEGATIVE] OK, is there somebody who could let me know because they said they would send me an email when it's completed and I haven't received anything.
[AGENT][NEUTRAL] OK, was it a certain person that you that you.
[CUSTOMER][NEUTRAL] Can you get me to the department that handles this that does the renewals?
[AGENT][NEUTRAL] Yes, I work in broker resources. I just didn't handle this renewal, but it looks like on [PII], someone made a note to complete this renewal, and it says group accepts as offer med link select.
[AGENT][NEUTRAL] With 26 people enrolled.
[AGENT][NEUTRAL] 113 eligible 67 on major medical, 26th enrolled for 38.8%. The worker, the broker is [PII].
[AGENT][NEUTRAL] No Oly on file, thank you. Looks like [PII] was submitted on [PII].
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] But uh it's not normal that they send emails out when they complete them, so that's why I was asking if someone say they were gonna personally send you an email.
[CUSTOMER][NEGATIVE] Uh that's what they told me they were gonna send me an email to let me know that it's been completed. So basically you're saying you're saying that this has been completed.
[CUSTOMER][POSITIVE] And everything is fine with it.
[AGENT][NEUTRAL] Yeah, you're
[CUSTOMER][NEUTRAL] And how many employees did you say enrolled in the plan?
[AGENT][NEUTRAL] And I'm just reading [PII]'s notes, not saying this is true, but she put there is 113 eligible, 67 on major medical, 216 enrolled for 38.8%.
[CUSTOMER][NEUTRAL] Oh OK, so you're saying it's been completed.
[AGENT][POSITIVE] I'm saying that right now when you look this group up, it does not say that it's in a renewal hold. So that means there's nothing wrong with it, nothing needs to be done. It means you're gonna get a bill every, I don't know what else you're needing to be completed. It, it shows it's complete.
[CUSTOMER][POSITIVE] OK, thank you very much have a good day.