AccountId: 011433970860
ContactId: 4bf95100-c0f9-4fd4-ac44-0d5bb5b30c8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851340 ms
Total Talk Time (AGENT): 407479 ms
Total Talk Time (CUSTOMER): 239248 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4bf95100-c0f9-4fd4-ac44-0d5bb5b30c8c_20250128T22:01_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], it's [PII]. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you. Listen, I'm on the care team and we have received several uh emails from a Ripping Insurance Services.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] R I P P L I N G Insurance Services.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is this so legit just coming to care team and Cigna.
[AGENT][NEUTRAL] Let, let me look.
[AGENT][NEUTRAL] Uh, let's see. Hang on, let's see, [PII], is that what you said?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Oh, I, I [PII], let's see.
[CUSTOMER][NEUTRAL] We're reaching out as a CP franchising LSC's third party benefits administrator.
[AGENT][NEUTRAL] And that's a third party benefits administrator, like they pay claims.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I think this is for termination. uh-huh.
[AGENT][NEUTRAL] OK. Well, the
[CUSTOMER][NEGATIVE] I don't know, it's not even the correct group number.
[AGENT][NEUTRAL] Let me see, hang on, let me look at something real quick.
[AGENT][POSITIVE] We got the right screen it might help me the L A N G.
[CUSTOMER][NEUTRAL] [PII] and I looked at and we're like, we need to check on this.
[AGENT][NEUTRAL] Yeah, let's see. Yeah, I don't have, I don't have anything for ripping. I wonder if they're.
[AGENT][NEUTRAL] Let's see, hang on.
[CUSTOMER][NEGATIVE] And I'm not gonna click on anything, you know what I'm saying?
[AGENT][NEUTRAL] Yeah, I don't, I don't have a ripping. I don't have a rippling. I don't have it as an agency and I don't have it as an employer group listed.
[AGENT][NEUTRAL] Let me look at one other spot, hang on.
[CUSTOMER][NEUTRAL] Wonder
[CUSTOMER][NEUTRAL] We've got 12.
[CUSTOMER][NEUTRAL] 34.
[AGENT][NEUTRAL] Yeah, what's the, I mean, what's the email address on it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, hang on.
[AGENT][NEUTRAL] And a Google search it, hang on.
[AGENT][POSITIVE] Alright 1 new screens open. Give me just a second, my goodness.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] I get green. Come on, now I got it. I don't want that. Here we go.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Oh here it is. I'm gonna pick on my NG. See what comes up.
[AGENT][NEUTRAL] Rippling number one workforce management system.
[AGENT][NEUTRAL] What does Rippling do? Rippling workforce management platform. It's not like maybe it's an advertisement.
[CUSTOMER][NEUTRAL] Mm mm it's got like a termination. It it's a termination form, but then some of the emails go to [PII]. Some go to Cigna and Care Team.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh, termination.
[AGENT][NEUTRAL] You, um, I I find, well, you know what, without knowing for sure, can you, well.
[AGENT][NEUTRAL] So you got, you got like several in a row from the for the same email?
[CUSTOMER][NEUTRAL] Uh, there's just several that was sent.
[AGENT][NEUTRAL] And is it all is it the same email or is it different?
[CUSTOMER][NEUTRAL] And it's different and different ones go to different places like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] And it came directly to the care team, and they don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There's not like another employer group or anything listed within that?
[CUSTOMER][NEUTRAL] Mm it says group ID 1,064,280. I thought at first that might be a policy number, but that's not it's for. And then they have a group number 650189.
[AGENT][NEGATIVE] That's too many. Yeah, that's too many.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] You know our group numbers are always 5 digit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I wonder if we got that by mistake.
[CUSTOMER][NEUTRAL] Does, does [PII] sound familiar?
[AGENT][NEUTRAL] Let me see if that's one of our agents, an agent in our system [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] I don't have a [PII]. Let's see what was the last name? [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't have anybody with the name [PII]. There's no other agency listed on there anywhere.
[CUSTOMER][NEUTRAL] Nothing. It just says we're reaching out as a CP franchising LLC's third party.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] BP franchising um.
[CUSTOMER][NEUTRAL] Benefit administrators.
[AGENT][NEUTRAL] I can do that.
[AGENT][NEUTRAL] No CP franchise outlaw administrators in our system, um.
[CUSTOMER][NEUTRAL] Can you, can you check with everybody in, in broker resources just to make sure?
[AGENT][NEUTRAL] Can you, can you
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you share your screen with me real quick and just tell me what you're looking at?
[AGENT][NEUTRAL] Oh, you can't cause you're on, never mind. I'm just trying to see what you're saying. OK.
[CUSTOMER][NEUTRAL] I know. I was like, wait a minute. Wait a minute, wait a minute, wait a minute. Hang on, hang on. I got you. Hang on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Ah, I think I can do this.
[AGENT][NEUTRAL] Yeah, you can pull that team and.
[CUSTOMER][NEUTRAL] I can take a screenshot.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Slowly but surely come on.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Ripley Insurance Services and broker ops at [PII] care team Lincoln Financial. We're reaching out as a CP franchising LLC third party benefits administrator. Could you please process the attached forms? No this is not mentioned.
[AGENT][NEGATIVE] This is no this inbox is not monitored. Please you should play all the rippling team hang on.
[AGENT][NEUTRAL] OK, hold on just a second, I'm copying this.
[AGENT][NEUTRAL] And see if anybody else on our team knows anything about this.
[AGENT][NEGATIVE] Franchising LLC group ID that I think they got the wrong place.
[CUSTOMER][NEUTRAL] As you see that one, I think the one that I uh is the one that I um screenshot for you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] The employer
[CUSTOMER][NEUTRAL] Is that one the one that was sent?
[CUSTOMER][NEUTRAL] Copy to Cigna.
[AGENT][NEUTRAL] Yeah, um, let me pull it back up. Let's see, this is insurance rippling insurance Lincoln Financial.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] Hang on just a second, let me just I wanna look at one other thing.
[AGENT][NEUTRAL] Hang on, I think I found it. Lincoln Franchising LLC DBA Cruise planners.
[AGENT][NEUTRAL] Group 15821.
[CUSTOMER][NEUTRAL] So it is first it does say Sir Galloway dry cleaners.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so national agency solutions, yeah, so it looks like we have CP franchising LLC, DBA cruise planners, mhm.
[CUSTOMER][NEUTRAL] Which is one of our groups.
[CUSTOMER][NEUTRAL] Oh, wait a minute, wait, wait a minute.
[CUSTOMER][NEUTRAL] I'm sorry, I was looking a different one. I apologize, that's not right. It doesn't say for Galloway cleaners.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, so this we do have a group that's CP franchising LLC with a group number 15821.
[CUSTOMER][NEUTRAL] 15821 I'm getting it pulled up.
[AGENT][NEUTRAL] Let me go to this other screen see.
[CUSTOMER][NEUTRAL] I see that well they do have a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I got to the other screen you got over there. OK, so it looks like it probably is legit.
[CUSTOMER][NEUTRAL] In the group
[AGENT][NEUTRAL] I mean you can always send it for them to check it just to be sure you know report it just to be sure, but it looks like I mean like you said she's on there.
[AGENT][NEUTRAL] I would think that it would be.
[AGENT][NEUTRAL] Let me get, I'm trying to get in here to see. Hang on just a second.
[AGENT][NEUTRAL] It what did I say that group number was?
[CUSTOMER][NEUTRAL] 15821.
[AGENT][NEUTRAL] 15826
[AGENT][NEUTRAL] 21, OK.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Let's see, hang on, let's be active.
[AGENT][NEUTRAL] Yeah, yeah, and.
[AGENT][NEUTRAL] Group ID for [PII]. OK, so they're wanting to terminate her coverage I guess is what they're saying, right? Or insurance form submission, yeah, and she's covered, so I would think that that would be it, um, so yeah, I think it is is what is the other one is the other one for this, is it also for CP franchising?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see CP franchising, yeah, let me see if this [PII].
[AGENT][NEUTRAL] Yeah, it's hard what you said, right?
[CUSTOMER][NEUTRAL] That was in the afternoon after that was OK. I don't have [PII].
[AGENT][POSITIVE] You're all good.
[AGENT][NEUTRAL] Yeah, I don't have to talk. I was gonna see if maybe it's already lapsed.
[CUSTOMER][NEUTRAL] See if there's anybody else.
[AGENT][NEUTRAL] Does that one say term or is that one an ad [PII]?
[CUSTOMER][NEUTRAL] I haven't clicked on it. Hang on, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You got 2 for those termination.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Yeah, it's hard.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] is there you said there's another one?
[CUSTOMER][NEUTRAL] Let me check this other one.
[CUSTOMER][NEUTRAL] Well, this one's [PII].
[CUSTOMER][NEGATIVE] You know, I'm just always afraid there's gonna be that one that I click on. Oh Lord.
[AGENT][NEUTRAL] Oh, I know that's what I'm saying you can report it and they'll tell you whether it's legit or not if you're scared and then.
[AGENT][NEUTRAL] I I feel like the [PII] one is legit because we did find her. I don't know where they're coming up with that group ID number, um, because our policy number is completely different, um, unless I mean they, it's weird that they CC Lincoln Financial, so I'm wondering if.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] I don't know, cause you'd have to open that up to see what's on there.
[AGENT][NEGATIVE] And I don't know who this rippling team is because this is all through national agency solutions.
[AGENT][NEUTRAL] You know
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I, have you heard of, let me just ask them if they've heard of the team.
[CUSTOMER][NEUTRAL] It's just done all of our emails. I've never seen ripping insurance.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I'm asking, give me just a second see if anybody else out here.
[AGENT][NEUTRAL] Heard anything.
[CUSTOMER][POSITIVE] Appreciate it.
[AGENT][NEUTRAL] Um um.
[AGENT][NEUTRAL] And then you got.
[CUSTOMER][NEGATIVE] Then I hate to reply back to them if they are legit that we can't find that other person.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] I can send it to group billing and then go with it.
[AGENT][NEUTRAL] I mean, I think that, yeah, I think that the Mallory one's gonna be legit. The other two, like, I mean, it sounds like it's legit, but, you know, I can't say for sure. Nobody's responding to me, so, um, I'm not sure. If it was me, I would just report it and make sure it's legit, um, that way you're safe. And then if they come back, cause they're pretty quick at coming back, IT is to tell you if it is or not, and then you'll know, and then you should be OK, better safe than sorry.
[CUSTOMER][POSITIVE] Yeah, that's very true.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's what I'm gonna do.
[AGENT][NEUTRAL] Yeah, that's what I would do just to be safe since she has an attachment for you to click. I think the mailing is OK, but because we did find her in the system that the other two since we can't find them and they're on here, I would probably they they may have just sent it to the wrong place.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That one demo report one see what comes back.
[AGENT][NEUTRAL] That's what I would do the ones that you can't identify, I would send one of those, yeah.
[CUSTOMER][POSITIVE] OK, cool beans. Thank you.
[AGENT][NEUTRAL] And if I hear anything, if I hear anything, I'll let you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] All right. You're welcome. Bye.
[CUSTOMER][POSITIVE] Hope you have a lovely evening.
[AGENT][NEUTRAL] You too, [PII]. Let me know what you find out, OK, bye.
[CUSTOMER][POSITIVE] Thank you. All right. Thanks. Bye-bye.