AccountId: 011433970860
ContactId: 3e0dc133-6a87-4b80-9263-4db9d8ea49e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545039 ms
Total Talk Time (AGENT): 179436 ms
Total Talk Time (CUSTOMER): 141099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/3e0dc133-6a87-4b80-9263-4db9d8ea49e7_20250626T13:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Dugan Manufacturing, and when I got my invoice yesterday, um, I noticed that one of our employees is not on there and he should be.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] According to our broker, our employee navigator has now been where if they elected automatically goes over to you guys, but I don't think that's working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you guys have.
[CUSTOMER][NEGATIVE] Really don't think that works.
[AGENT][NEUTRAL] Yeah, OK. Let me see, [PII].
[AGENT][NEUTRAL] What we need to do here, give me just a sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And I don't know too if it made a difference. The gentleman left, but within like 2 weeks' time, he came back.
[CUSTOMER][NEUTRAL] So I had um the broker make sure that he was in the system and eligible for insurance still. And she did that, which he went back in and fixed, you know, what he wanted, but we assumed that it went right over to you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But when I got the bill I'm like it's not on there.
[AGENT][NEUTRAL] Right, OK, let's see.
[CUSTOMER][NEUTRAL] Last month I figured, OK, it's just because it's, you know, of all the.
[CUSTOMER][NEGATIVE] Out and then in but this month still it's not in there.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, so it looks like broker resources deals with the like enrollment, but I don't know if they're gonna deal with the billing issue you know what I mean, um, let's see.
[CUSTOMER][NEGATIVE] Yeah, well, how do I get them enrolled because I went in on the portal under inactive. I found him. So I did the life event as of the date that he needed to be back in and fixed all that, but I went in this morning and I still don't see him in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] And he has a daughter, so I wanna make sure this gets taken care of.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, what is the group number, [PII]? Do you have that there?
[CUSTOMER][NEUTRAL] Yeah, yeah, 142,220.
[AGENT][NEUTRAL] Because you guys, you're like you said you're not using our platform for the enrollment, correct?
[CUSTOMER][NEUTRAL] Not anymore apparently. I used to and then the broker said no it will automatically go over.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, let me see.
[AGENT][NEUTRAL] I'm just reaching out to make sure that I don't.
[AGENT][POSITIVE] To see if maybe I can send broker resources a message because I know you wanna get the bill also and I don't wanna have to send you to a couple different places so let me I'm just double checking on this [PII]. I appreciate you being patient here.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. Let me.
[AGENT][NEUTRAL] What is the uh insured's name that we're looking for?
[CUSTOMER][NEUTRAL] [PII]. It's [PII] U.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't see him. I was just double checking to see if I see.
[AGENT][NEUTRAL] Any sort of active.
[CUSTOMER][NEUTRAL] Yeah, I couldn't find him in active either.
[AGENT][NEUTRAL] Uh oh, I see.
[AGENT][NEUTRAL] Do you know what his date of birth is?
[CUSTOMER][NEUTRAL] Um, I can tell you I got on my screen. Hold on.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he was effective [PII], and then
[AGENT][NEUTRAL] It lapsed.
[CUSTOMER][NEUTRAL] And he left in Ford.
[AGENT][NEUTRAL] Uh, yeah. OK.
[CUSTOMER][NEUTRAL] He left [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then he came back [PII], so he was only gone two weeks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this is what I'm gonna have you do, [PII], is I'm gonna have you send an email, um, to our care team. I have the policy that lapsed and see if they can just reactivate it and then they can um.
[AGENT][NEUTRAL] Have customer service fix the bill and everything, so let me give you that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email address is gonna be [PII] just like it sounds altogether, [PII].
[AGENT][NEUTRAL] And then that's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The [PII] team at [PII]. Um, the policy number that he had, do you have that? If not, I can give it to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, can you just give it to me just in case?
[AGENT][NEUTRAL] Yeah, so the old one was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just want it reinstated, right? Is that all I have to say?
[AGENT][NEUTRAL] Yeah, yeah, just advise them that you were trying to do the enrollment, but that, you know, [PII] should actually be active and uh that you also need it reflected on the uh the invoice and then they should be able to reactivate it and update the invoice for you.
[CUSTOMER][POSITIVE] OK. All right, well thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. Thanks for your patience. Hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.