AccountId: 011433970860
ContactId: 3fc6b82f-89da-4747-9f30-fdd3eeea9b32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291140 ms
Total Talk Time (AGENT): 91661 ms
Total Talk Time (CUSTOMER): 147216 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/3fc6b82f-89da-4747-9f30-fdd3eeea9b32_20250409T20:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] on the care team. Not sure if you can help, but maybe you can point me in the right direction. Um, I've got a broker on the line. She is wanting to check on a group, um, she says several members are missing, but she's gotten paid commissions, um, so she's like she's she's wanting to verify how do we get the missing people on the plans and then what's going on, but I'm not quite sure where to send her um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean you can definitely send her to me. I mean, I.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] I'll do my best to, yeah, is there a group number? Did she give you one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, it's uh 21144.
[CUSTOMER][NEGATIVE] I have [PII] on the line. I verified her email. I am so sorry I did not get her call back. I should have done that.
[AGENT][NEUTRAL] I think I got it 405-8021559.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] I think it comes through as that, are you in [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm in [PII], yep.
[AGENT][POSITIVE] Oh, hello, um, it's OK, you're all right, just send her through.
[CUSTOMER][POSITIVE] OK, I'm gonna put her on the line. Thank you so much.
[AGENT][POSITIVE] Yeah, have a good day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] Hey, and how are you?
[CUSTOMER][POSITIVE] I'm good thanks.
[AGENT][NEUTRAL] Good, so she was saying that for group um Lindsey municipal that some members are missing.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I just, can you give me the last name of just one of them? Let's start there. I just wanna see.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let's, let's start with, uh, let me go back to [PII]
[AGENT][NEUTRAL] Um, [PII] is active with us.
[CUSTOMER][NEUTRAL] Uh, effective 21.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK. Well, OK, let's just skip to [PII]. Do you have anything for [PII]
[AGENT][NEUTRAL] Uh, yes, for [PII].
[CUSTOMER][NEUTRAL] OK, so I think what it is is I get the the way I was checking to see was an old commission statement but it doesn't look like they I've gotten paid commissions on them since maybe January or February, which means that I don't have a current list of who's enrolled so I didn't have a way to check it other than the oldest one so instead of bothering you I guess I'll just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Assume that they're actually being fed and can you see if it's set up on an EDI feed?
[AGENT][NEUTRAL] Um, it does say file feed. I mean, I can email you like a, yeah, I can email you like a group detail report and you can see who's currently enrolled, yeah, um, let me.
[CUSTOMER][NEUTRAL] It does say
[CUSTOMER][POSITIVE] Oh, I would love that.
[CUSTOMER][POSITIVE] OK, that way at least I'll know the file fee's working, so, uh, perfect, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it does look like it yeah if they're on a file feed then obviously that's a monthly.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Um, report that's that's received from our enrollment services and then they, they take care of that process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, OK. Well, that's fine. I think I.
[AGENT][NEUTRAL] So I wonder if that's what's mentioned.
[CUSTOMER][NEGATIVE] I sent an email to the file feed people going I don't think it's working and now I kind of wish I hadn't because they're gonna be going what's on.
[AGENT][POSITIVE] Well, it's better safe than sorry.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's true. That's true.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is your, what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, um, I just sent that over.
[CUSTOMER][POSITIVE] OK, that's great. OK, well I will go through it and just be sure, but it sounds like I'm just using that information because of the old um commissions report so hopefully everything will be perfect. I appreciate your assistance. Thank you so much for checking.
[AGENT][NEUTRAL] Yeah, so, yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, of course, I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] Bye.