AccountId: 011433970860
ContactId: 3cc19c4f-0971-47ed-957f-9f0bc3df8610
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298420 ms
Total Talk Time (AGENT): 87695 ms
Total Talk Time (CUSTOMER): 125977 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3cc19c4f-0971-47ed-957f-9f0bc3df8610_20250421T17:37_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] Thank you for calling APL. This is Ha[PII]How may I help you?
[CUSTOMER][NEUTRAL] Hi Ha[PII]my name is Ca[PII]I've got a group with you guys that, uh, I think you y'all are waiting on me for something that I didn't uh remember to send to you. Uh, so the group is Logical innovations. The group number is 198.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Give me just a moment and I'll look it up really quick.
[CUSTOMER][NEUTRAL] For April
[CUSTOMER][NEUTRAL] And uh so it can I do that to have the renewal take place Ma[PII]or do I just wait and fix that next year?
[AGENT][NEUTRAL] Oh, you're calling for a renewal?
[CUSTOMER][NEGATIVE] Well, I think it it would have been on your books to renew Ap[PII]but they ended up changing carriers to Aetna from Blue Cross and Blue Shield, and uh Aetna ended up doing a 15 month renewal, so it made it fall to renew Ma[PII]nstead of Ap[PII]And that's why I didn't think to get with you guys, but now we're seeing that we haven't got the bill in the mail and it just occurred to me that you guys are probably waiting on that renewal document, so.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Let me transfer you over, sorry, let me transfer you over to our billing department.
[CUSTOMER][NEUTRAL] So I just want to make sure
[AGENT][NEUTRAL] They have way more knowledge than I do about this. Hold on, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, no worries.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APO. This is Ke[PII]Can I help you?
[AGENT][NEUTRAL] Hi, Ca[PII]this is Ha[PII]rom the care team. Um, I have Ca[PII]n the line and he is calling about a renewal document.
[AGENT][NEUTRAL] Um, and he, he gave me his group number. It's 198.
[AGENT][NEUTRAL] Can I, yes, ma'am. Can I transfer him over to you?
[CUSTOMER][NEUTRAL] 198
[CUSTOMER][NEUTRAL] Um, we, we don't do anything with renewals. The, the group number is just 198.
[AGENT][NEUTRAL] Yeah, that's what he said.
[CUSTOMER][NEUTRAL] Um, I don't think we have a group. What's the name of the group?
[AGENT][NEUTRAL] Um, he said, I don't know, he said his name was just Ca[PII]I'm still kinda new, so I wasn't sure. I haven't learned about renewals.
[CUSTOMER][NEUTRAL] Renewals will need to um if he's requesting a renewal document it will need to um start out with broker resources they they're the first ones that start dealing with renewals.
[CUSTOMER][NEUTRAL] Group billing doesn't do anything with renewal documents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Is there a broker resources phone number?
[CUSTOMER][NEUTRAL] Um, there's a queue for it. Let me see.
[CUSTOMER][NEUTRAL] Yeah, there's a queue for it whenever you're doing um click on quick quick look click on quick connects and it says APL broker resources.
[AGENT][POSITIVE] OK. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is Ch[PII]How may I help you?
[AGENT][NEUTRAL] Hi, Ch[PII]This is Ha[PII]rom the care team. Um, I have Ca[PII]n the phone and he says that he's calling for a renewal document.
[AGENT][NEUTRAL] Um, he's from, he said he's.
[CUSTOMER][NEUTRAL] OK, so you say what group?
[AGENT][NEUTRAL] Yeah, he's from, he just said 198.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] RPI Srcy. OK, you say the name of the employer.
[AGENT][NEUTRAL] Yeah, he said Ca[PII]yeah.
[CUSTOMER][NEUTRAL] Oh, well, that's probably not he didn't give you the group number, but that's OK. Um, yeah, I can talk to him if we have the uh renewal and we can send that over to him so I can talk to him, take care of it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, cool. Thank you so much.
[CUSTOMER][POSITIVE] Uh thank you.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hi this is Ch[PII]