AccountId: 011433970860
ContactId: 45b488e3-7c74-4561-b4cb-a5ddb71ab9d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340970 ms
Total Talk Time (AGENT): 145176 ms
Total Talk Time (CUSTOMER): 126627 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/45b488e3-7c74-4561-b4cb-a5ddb71ab9d0_20250327T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from for quotes. I am calling in reference to an employee that was um terminated for our client um from our client Olympia Plumbing. The group number is 21689.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course, it's on [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And I just need you to verify um the wait, so you're calling with the broker's office or the group?
[CUSTOMER][NEUTRAL] No, I'm calling from the broker's office.
[AGENT][NEUTRAL] OK, I just want to make sure I didn't get confused, and I just need you to verify the um group name.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] The group name is Olympia Plumbing Corp, and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not not a guarantee of payment. And how may I assist you with the termination?
[CUSTOMER][NEUTRAL] So, the employee was terminated and um he was immediately rehired. So the group has asked for all the benefits to be reinstated without a lapse in coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I sent an email. I haven't, I haven't received the response, but my question is this The employee was grandfathered into uh rates of [PII] and younger.
[CUSTOMER][NEUTRAL] And now that he was reinstated, um, I, I want to know if he's still going to keep that grandfathered status and we're asking that he be reinstated as if he was never canceled.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] What's the, um, I can definitely take a look into it and see if I need to get customer service for clarity. um, but what's the member's first and last name?
[CUSTOMER][NEUTRAL] His first name is [PII], that's his first name and then his last name is [PII], [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So what I'm gonna do is reach out to customer service, um, because that's the department that deals with the policies and terminations and premiums. So they'll be able to um take a look at the policy, see if because it technically is not even lapsed until [PII]. So they they may just be able to click a button because it, you still have a few days until then, so that hopefully, um, that's what it is, but I'll definitely check for you and I'm going to get a representative and connect you two together, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK awesome thank you so much I appreciate that.
[AGENT][NEUTRAL] You're very welcome, [PII]. Well, before I get the um representative, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. That's all I was calling for.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Furring
[CUSTOMER][POSITIVE] Thank you for calling APOs. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Doing good. How are you?
[AGENT][NEUTRAL] I'm doing good. Um, I have a broke agent on the other line. Um, one of theirs, well, let me just, can I give you the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, it's 216-443-2.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And she said he was terminated, but then he got immediately like rehired and he was he had a grandfathered premium amount for [PII] and younger, but now that he's like been terminated and they're trying to get him reinstated.
[AGENT][NEUTRAL] Back to the date it was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, they're wanting to know if he would still have those grandfathered rates and the policy, um.
[AGENT][NEUTRAL] Isn't, I guess, technically terminated until like [PII], and I didn't know how all that works, so she wanted to talk to somebody.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, I got it.
[CUSTOMER][NEUTRAL] And is it for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you can go ahead and send her over. What's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII]? All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello, good afternoon, Ms. [PII].