AccountId: 011433970860
ContactId: 4a37986a-342f-4bbb-905a-4f0cf6879644
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473019 ms
Total Talk Time (AGENT): 193410 ms
Total Talk Time (CUSTOMER): 161876 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4a37986a-342f-4bbb-905a-4f0cf6879644_20250130T16:08_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], my name is [PII], and I'm an agent with Southeast Insurance Group.
[CUSTOMER][NEUTRAL] And I'm calling because uh I just had you know I had we're coming out of open enrollment and uh there was an issue processing our processing our renewal and for for one of our carriers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And it looks like that's being worked worked on currently and I'm noticing there's an issue with one of the employees.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Not coming through.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], what is your, yes.
[CUSTOMER][NEUTRAL] So I can, I can give you that group name and number.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] The group name is Ace Plumbing and the group number is 25,830.
[AGENT][NEUTRAL] OK thank you and then what is your call back number Miss [PII] just in case our call get disconnected.
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me pull that group in real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you just verify the um group's physical address for me please?
[CUSTOMER][NEUTRAL] OK, the group's address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Sure, I'll be happy to do that for you. It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK thank you I appreciate you doing that for me so the reason why you're calling is.
[AGENT][NEUTRAL] Two insured that are not showing up on the group. Is that correct? Did I get that right?
[CUSTOMER][NEUTRAL] I have one insured not showing up.
[CUSTOMER][NEGATIVE] And and it looks like there's an issue with my yeah it looks like there's an issue with my employee navigator so we have a direct feed um that links in to APL and my effective date and employee navigator is reflecting a March effective date but that's not correct we just did open enrollment so I screwed something up.
[AGENT][NEGATIVE] Not showing OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's supposed to be 11.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And it should be 11 for this, this insured. Um, what is the insured's name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] His last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is his first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, what I'm going to do is I'm gonna transfer you on over now to group billing so that they can assist you further. It's going to be brief hold while I transfer you, and I'm gonna let them know everything that you told me so you don't have to eat on that again, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, you're very welcome, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much you as well
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got Miss [PII]. I've got Miss [PII] on the phone, and she is an agent for Group 25,830 Ace Plumbing.
[CUSTOMER][NEUTRAL] Hi, how are you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she did verify the group's physical address for us, so she has um some issues with.
[AGENT][NEGATIVE] Insured's not showing up on her bill and then she's also got one that wrong effective date.
[AGENT][NEUTRAL] And she thinks she did something wrong.
[AGENT][NEUTRAL] But um she needs to speak to somebody about her in.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, you're breaking up a little bit. You think what?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] OK, so she's got a couple of insurers that are not showing up on her invoice.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And then she's also got one that has the wrong effective date.
[CUSTOMER][NEUTRAL] OK, I don't believe that's anything that I'm able to do. I think that's gonna have to be customer service, but let me pull it up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, let's see what's the name with the one wrong effective date?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, I have a [PII] and a [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] For group number.
[CUSTOMER][NEUTRAL] 25,830.
[AGENT][NEUTRAL] Oh shoot, where did I write the group number? Yeah, 830.
[CUSTOMER][NEUTRAL] Alright, let me see see oh.
[AGENT][NEUTRAL] Do I, do I need to go ahead and transfer over to customer service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I think so because it's gonna be changing effective date definitely need to go with them and then if there's people missing, they're gonna be the ones that, uh, either that or new business. I apologize. I'm not 100% familiar with what everybody does yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Yeah, me too. I'm, I'm home from customer service and have got myself confused, so, OK, I'm gonna go ahead and transfer on over. Thanks so much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. I've got um Ms. [PII] on the phone. She's an agent for Group 25,830.
[AGENT][NEUTRAL] Ace plumbing
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she is
[AGENT][NEGATIVE] Calling because there's 2 members that on her group and one that has the wrong effect she needs to speak to somebody about it.
[CUSTOMER][NEUTRAL] OK, do you have a policy number?
[AGENT][NEUTRAL] No, I just have the group number the.
[AGENT][NEUTRAL] She didn't know the policy number. She just gave group number 25,830, and I did verify her. She was able to verify the group.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And now she's calling from is the correct call back. OK, bye [PII].
[CUSTOMER][NEUTRAL] Bye.