AccountId: 011433970860
ContactId: 3e11c8f7-4294-458c-a081-92f95d620f2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269200 ms
Total Talk Time (AGENT): 112341 ms
Total Talk Time (CUSTOMER): 52193 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/3e11c8f7-4294-458c-a081-92f95d620f2a_20250506T14:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from a broker's office and I need some help with one of our groups.
[AGENT][NEUTRAL] All right. Do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it's 23777.
[AGENT][NEUTRAL] Alright, give me just a second, let me pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is that it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] OK, so apparently we overlooked their renewal in December, um, but it was submitted [PII], so I'm trying to see where we are with getting that processed because they have an employee that's about to be turned away at the hospital because they're saying her coverage isn't active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the, OK, let's see. Oh, hang on, let me look, what's the employee's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], let me just look real quick.
[AGENT][NEUTRAL] She's on here active. OK, let's see billing notes. Let's see.
[AGENT][NEUTRAL] So this was this was placed on a renewal hold back in September, which puts everything on hold. So let me see if we've gotten anything in on this. Give me just a second. I know we're trying to.
[AGENT][NEUTRAL] Get everything updated. Let's see if we've received what we need.
[CUSTOMER][NEUTRAL] Yeah, because I, I didn't even realize we overlooked it, but as soon as we were asked, I did send it in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You sent it in [PII]. OK, if you send it in, we should have it. Let me just see where we're at.
[AGENT][NEUTRAL] So you said you sent the renewal information in on [PII] to us?
[CUSTOMER][NEUTRAL] It was, yeah, it was sent to [PII].
[AGENT][NEUTRAL] [PII], OK. Just one second.
[AGENT][NEUTRAL] Sorry, it takes me a minute to go through the folder, bear with me just a second here.
[CUSTOMER][POSITIVE] And take your time.
[AGENT][NEUTRAL] I do see we got an email from [PII] on the [PII], so let's see.
[AGENT][NEUTRAL] She should have submitted this sure it has been. Let's see.
[AGENT][NEUTRAL] Yes, it was submitted on the [PII]. Let me follow up with our billing department to see where we're at, or their new business team to see where we're at on that. Um, hang on just a second. Let me make sure I'm not over looking anything else on here.
[AGENT][NEUTRAL] Premium 3.
[AGENT][NEUTRAL] Group renewal.
[AGENT][NEUTRAL] Make sure there's nothing else in here.
[AGENT][NEUTRAL] Yeah, it looks like she submitted it the day it came in. Uh, what's the callback number for you because I'm gonna have to reach out to our new business team.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, OK. Give me just a little bit. Let me check with them and I'll get right back to you, OK?
[CUSTOMER][POSITIVE] All right sounds good thanks.
[AGENT][POSITIVE] All right, thank you. Bye-bye.