AccountId: 011433970860
ContactId: 444f729a-18ed-46e5-8a94-f30c9be3d5ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229589 ms
Total Talk Time (AGENT): 96035 ms
Total Talk Time (CUSTOMER): 129776 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/444f729a-18ed-46e5-8a94-f30c9be3d5ae_20250421T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team. Um, I have [PII] on the phone and he says that he's calling for a renewal document.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so you say what group?
[CUSTOMER][NEUTRAL] He's from, he said he's
[CUSTOMER][NEUTRAL] Yeah, he's from group he just said 198.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] RPI [PII]. OK, you say the name of the employer.
[CUSTOMER][NEUTRAL] Yeah, he said [PII], yeah.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, cool, thank you so much.
[AGENT][POSITIVE] Uh, thank you.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Hi, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEGATIVE] Yep my name is [PII]. Uh yeah, I'm legendary so although I I just caught that I was about to call you guys and say, hey, uh, I didn't get my, uh, [PII] invoice in the mail, but then I realized that you guys are probably waiting on me to send in this renewal document to generate that doc that uh bill because their policy would have renewed on your books on [PII], yeah, so it's 100% my mistake.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, possibly.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But what's interesting, my question why I called first before I send this in, is, uh, so one, [PII] was my contact and it's somebody else now, so I just need to know who to send this to when I send it in. And then the second thing is they ended up, what, what threw me off here is they ended up moving from Blue Cross to Aetna and Aetna did a 15 month policy period.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure if you guys have seen that or not, but they kind of threw everything else. So now their renewal would up is [PII] rather than [PII]. So what I'm wondering is, can I submit this to have their because I got their renewal document. There's no increase or anything, but can I submit this to renew with you guys [PII], or should I just wait and fix that next year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what you could do is send the renewal over and then on the email that when you send it over stating that the group would like to change the renewal date to [PII] to match the major medical insurance and then attach a copy of the major medical, uh, plan showing that you know what their plan is and then hopefully we can do it simultaneously.
[CUSTOMER][NEUTRAL] OK, um, so where do I send this form? I'm actually almost done with it already. I was doing it while I was on hold, and here's what's funny. I had it all filled out just waiting for the enrollment data. It's like it's uh it's 19804 Logical innovations.
[AGENT][NEUTRAL] What's the, what's the group number?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 804. OK, let me pull it up here.
[CUSTOMER][NEUTRAL] 1 19804.
[AGENT][NEUTRAL] [PII], OK. I, you'll just need to send that to APL.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Dash sales.
[CUSTOMER][NEUTRAL] Hang on, let me get
[CUSTOMER][NEUTRAL] Hang on just a second. Let me get an email started here for you. [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh that
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Dash hyphen hyphen is a technical word.
[CUSTOMER][NEUTRAL] 180 there it is, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So right, I'll have this uh in in about 10 minutes, um, and then you guys can just generate the, the bill or whatever for April and just shoot it to us when we get paid.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, once it's been released and they'll they'll, once they get the renewal done, then they'll release all the bills and everything will be released at that point. So yeah, as soon as you send that over we can get that submitted.
[CUSTOMER][POSITIVE] OK, I'll have to you in about 10 minutes. I appreciate your help today.
[AGENT][POSITIVE] OK. All right. You're most welcome. You have a great day. Thanks for calling APL. Mhm.
[CUSTOMER][POSITIVE] OK. Thanks. You too. Bye, bye-bye.
[AGENT][NEUTRAL] Bye.