AccountId: 011433970860
ContactId: 49eb8ec0-283e-41e4-ba28-7af29eb5f36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132320 ms
Total Talk Time (AGENT): 60226 ms
Total Talk Time (CUSTOMER): 79142 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/49eb8ec0-283e-41e4-ba28-7af29eb5f36d_20250113T21:36_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well, hello, [PII] and happy new year. This is [PII]. How are you?
[AGENT][POSITIVE] I'm good today, [PII], what's going on?
[CUSTOMER][NEUTRAL] Um, group 17994.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're good to go on the renewal. She made all the adjustments on Friday. I've been holding off sending the group coverage and participation form because there was a lot of adjustments going on with the renewal so um I wanted to ask you how many people you're showing enrolled now, but I think a lot of this was just done on Thursday and Friday so I don't know if you could even tell me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, right now I have 42 enrolled that are currently enrolled.
[CUSTOMER][NEUTRAL] 42 and does that take into account the changes from Friday?
[AGENT][NEUTRAL] I can't see those, I can't see those, [PII], um, because a different department processes those, so, um, the only way I would be able to see it is if like you gave me somebody's name and kind of told me what they were doing I could confirm whether or not it was done or not.
[CUSTOMER][NEUTRAL] For the update
[CUSTOMER][NEUTRAL] Uh, no, there's, yeah, too many people. Should I just wait a couple more days and then take another look at it with you guys maybe around, uh, Wednesday or Thursday? Just wanna make sure everything gets processed.
[AGENT][POSITIVE] Yeah, that sounds great, [PII]. Give me a call on Wednesday or Thursday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now just so you know, the group we switched carriers this year we're now over with Blue Cross Blue Shield.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Not a problem. We'll update our system based on what you put on the group coverage form. Um, we'll update it with that information.
[CUSTOMER][NEUTRAL] So we have we have.
[CUSTOMER][NEUTRAL] OK, so in other words, as far as the the medical deductibles and all that.
[AGENT][POSITIVE] Yep, we'll use the the renewal form that you submit to us and we'll make those changes in our system as well.
[CUSTOMER][NEUTRAL] OK, alright, so we'll show the Blue Cross Blue Shield and all that stuff. OK, alright, sounds like a plan so I'll, I'll reach back out later in the week.
[AGENT][POSITIVE] Yeah, yeah, it sure will.
[AGENT][POSITIVE] Thanks
[AGENT][POSITIVE] Sounds great. Thanks, [PII].
[CUSTOMER][POSITIVE] OK, [PII] thank you much take care bye bye.
[AGENT][NEUTRAL] Mm bye-bye.