AccountId: 011433970860
ContactId: 55009dac-2b6f-4681-b9ba-ae92717cc642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372200 ms
Total Talk Time (AGENT): 104161 ms
Total Talk Time (CUSTOMER): 111072 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/55009dac-2b6f-4681-b9ba-ae92717cc642_20250605T14:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. How are you? Um, I have
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing great. Thank you so much. I have a question regarding one of our employees um coverage. So he was recently rehired with us and elected to, you know, get APL coverage again. Um, and I noticed that he wasn't reinstated in our group plan. Um, so I tried to add him manually, but I was advised to call you guys, um, considering he should have been effective as of the first of this month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what is your name again and group number, please? I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No worries. Uh, group number is 15494 and my name is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] And your name is again I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the group mailing address and your email address for me please?
[CUSTOMER][NEUTRAL] So group name is Professional Care I Inc. and my email address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Awesome thank you ma'am and let me see.
[AGENT][NEUTRAL] And you had a question about an insured, and what is their name?
[CUSTOMER][NEUTRAL] Their name, last name is [PII]. First name is [PII]
[AGENT][NEUTRAL] But let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Uh one moment, my system is going extremely slow. I'm so sorry.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And did y'all send, uh, you said that y'all send information to have this person reinstated, correct?
[CUSTOMER][NEUTRAL] Yes, we usually send weekly files. Um, I'm not sure why it wasn't sent for him, um, because he had elected coverage months prior.
[CUSTOMER][NEUTRAL] So I find it odd.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Of the dial there he is, OK, and let me transfer you over to customer service. Hold on one moment please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] OK, hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I have a group, um, admin on the phone and she said that this insured was supposed to be reinstated but it's still showing his policy has term.
[AGENT][NEUTRAL] And she said they always send a file feed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it should have, he should have been, um.
[AGENT][NEUTRAL] Reinstated under the plan.
[CUSTOMER][NEUTRAL] OK, what's the group number?
[AGENT][NEUTRAL] 15494.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the policy number?
[AGENT][NEUTRAL] Uh, see, 1963652.
[CUSTOMER][NEUTRAL] OK, and who do we have on the phone?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK, hang on, let me get the policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't show her name in the system, but she is on the OOSC admin.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah, I see that the policy termed from the file feed and she's saying that it was supposed to be reinstated.
[AGENT][NEUTRAL] Uh, yes, it's starting this month, yeah.
[CUSTOMER][NEUTRAL] Is that what you said?
[CUSTOMER][NEUTRAL] OK, OK, all right, I think I got what I need. um, did she happen to give you a callback number?
[AGENT][NEUTRAL] She didn't. I'm sorry.
[CUSTOMER][NEUTRAL] OK. All right. You can put her through.
[AGENT][POSITIVE] Awesome thank you ma'am have a great one.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye