AccountId: 011433970860
ContactId: 59384c9a-77f1-4be5-9067-15dcb62eee07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 535010 ms
Total Talk Time (AGENT): 330439 ms
Total Talk Time (CUSTOMER): 164498 ms
Interruptions: 7
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/59384c9a-77f1-4be5-9067-15dcb62eee07_20250130T20:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] From EPL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I'm honestly not quite sure if this was uh something that would go to y'all or not um I have an agent on the line and he said that he sent a proposal and he's waiting for a response back uh he said he was in contact with [PII] but that she was going to hand it to somebody else. um I do see a note in the group that it was going to go to sales and I, I think that's y'all, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, what, um, OK, so who's the agent?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name is [PII]. He said he's with Access Insurance. Um, I have the group number.
[AGENT][NEUTRAL] OK, what's the um
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 21302.
[AGENT][NEUTRAL] The is it governmental management services?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Who's, and his name is [PII]?
[CUSTOMER][NEUTRAL] He said his name is [PII]. I did not get a last name. Um, I do see the last note is regarding him, um, about this, he said, um, alternative proposal.
[CUSTOMER][NEUTRAL] And I'm not quite sure what [PII] he was referring to either. I was going to send this to group billing, but I didn't know if that was.
[CUSTOMER][NEUTRAL] Something for them or not.
[AGENT][NEUTRAL] No. OK, so, well.
[AGENT][NEUTRAL] What's weird is the agent is not [PII], so I'm kinda confused.
[CUSTOMER][POSITIVE] Yeah, that's what I saw too. I am too.
[AGENT][NEUTRAL] Um, OK, so agent called to see if he could get someone to respond to his email. He is wanting to get initial proposal for different plan design than what he originally quoted for this group. Sales was at a meeting, so he could not transfer the call. Advise him to resend the email, and someone would get the day. He's in a panic because he has a meeting with the group this afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What? OK, hold on.
[AGENT][NEGATIVE] The problem is this is a um.
[AGENT][NEUTRAL] This is a Florida group.
[AGENT][NEUTRAL] And they are, they do things differently it's all, yeah, so for him to be like which.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] It's neither here nor there for me or you, it's just they just are under national agency solution, um, which is basically a like a third party insurance company that, um, like covers [PII]. So whether it's with which they, the broker doesn't need to know that, but just for you and I, like it could be like NAS could be.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like it could have been sent to NAS. I'm trying to see if I can find his email in the folder. Hold on just a second, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. This is all new to me anyway, um, I was like, oh goodness, no, no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's just they're they're a tough one to,, OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Access insurance group. Let me see. Good afternoon if possible, can you please help the agent below with the group 21302. He is with [PII]. OK, that there we go, and he stated he needs the quote today because he is meeting with the group this afternoon. He will get back blah blah blah. He called during the meeting.
[CUSTOMER][NEUTRAL] Yeah, that's him.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry to dump this on you.
[AGENT][NEUTRAL] No, no, no, no, you're OK. Can I get an um alternate pricing for governmental management services group 2 and 3? You may, we may be changing the out of pocket amount at this renewal currently 1500 inpatient max, 1500 outpatient benefit. I don't know it's not gonna get done today. That's the problem like it uh.
[CUSTOMER][NEUTRAL] And that's the thing like, um, he said he just sent an email and I was like, he said the only response he's gotten was that it was received and I was like man that stuff takes time.
[AGENT][NEUTRAL] Mm mm, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, well, for one, yeah, it takes time and then for like 234 and 5 like we had an all person like we had an all colleague forum all day today. Were you there too? So it's like, yes, yeah, so it's like none of us have been here to like do any of this.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah. Oh yeah, and OK, see?
[CUSTOMER][NEUTRAL] Yes, yes, I was there.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] That's the one he said he called uh earlier. I thought he meant maybe like a couple of days ago when they were having it in [PII], but it was just today.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Uh, I wonder if [PII] is, hold on, [PII] takes care. Oh, she is here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] He's just not getting it. I mean, it's 2:20. Like if he's in [PII], then it's what, 3:20?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I know that's what I'm like, and I could tell that he, he was like in a boom boom let's get this done like I've got to get this done. I'm like, sir, you should have started this a while ago.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, no, yeah, like, not today.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hold on, I'm gonna put you, can I put you on hold just really fast and let me call [PII].
[CUSTOMER][NEUTRAL] You're fine, yeah, of course, um, I'll pop in with him. Sure, I'm gonna pop in with him, so I'm gonna put you on hold as well, um, and then I'll just, you know, let him know that we're, I'll get him taken care of in a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll put you on hold. I'll be right back.
[CUSTOMER][POSITIVE] OK. All right, thanks, bye.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Well, I have, I don't, I have, I have.
[AGENT][NEUTRAL] Is it billing or customer care? I have somebody on the phone who is who has [PII] on the phone.
[AGENT][NEUTRAL] And he's all in a panic because if you look in the big Florida folder for updated alternate pricing for governmental management services, he just asked for an alternate quote yesterday and like he's like, I need it this afternoon and I'm like, uh, so she's like, so she's calling us.
[AGENT][NEUTRAL] So to figure out like I don't know if this needs to go to NAS if this is like um like a shelf plan situation that we can give him or I mean he can't.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, I'm sorry, I just muted myself, but like I didn't know if it was a shelf plan situation or if NAS needs it. I mean, underwriting is not gonna turn turn this around in the 5 minutes that he wants it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, that's what I'll tell her. OK. OK, thanks. Bye.
[AGENT][NEUTRAL] Are you still there ma'am?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so [PII] said just to be honest with him and say that broker resources we've had our out of office um.
[AGENT][NEGATIVE] Our out of office emails on because we've all been like the entire company has been out on a um all colleague meeting and that she's working on it but she cannot guarantee it today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, is there, did she get any sort of ETA or should I just tell him not today?
[AGENT][NEUTRAL] It's just not gonna be, I mean, yeah, it's just not, it has to go through underwriting. Underwriting has to create it, blah blah blah. Like it's not a process that literally it just can be turned around like this unless he's asking for a shelf plan, but he's not. So.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I don't think so. OK, do you want me to tell him all of this?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, I mean, if you feel comfortable or if you want me to.
[CUSTOMER][NEUTRAL] I think so it's up to you. I mean if he starts demanding, I mean I can always just call the key back and I'm one of y'all, but it's basically gonna say the same thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah I mean yeah if you wanna put me on hold and see what he says. I mean, I, I'm gonna tell him the same thing if you send them to me so it's up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, no, that's OK. I can let you go and then I'll just tell him, you know that um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean we'll reach out to him and we've got an answer, right?
[AGENT][NEUTRAL] Right, no, as soon as we, yeah, as soon as we see we receive an underwriting, um, quote, then it gets, it will get sent to him for approval, like that's all we can, yeah, but [PII]'s working on it.
[CUSTOMER][NEUTRAL] OK, OK. So it's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK. Just not today. All right. Gotcha. All right. I will let him know. I appreciate your help. Thank you. All right, bye.
[AGENT][NEUTRAL] Yeah, of course. Mhm. Bye.