AccountId: 011433970860
ContactId: 59721a0a-cd0f-49f8-af02-bb112ffcfec0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372059 ms
Total Talk Time (AGENT): 87676 ms
Total Talk Time (CUSTOMER): 139191 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/59721a0a-cd0f-49f8-af02-bb112ffcfec0_20250409T20:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, my name is [PII], and I have a client who has a gap plan and um I'm going over there, I'm going over our commission statements and I see I don't see some of their employees that should be enrolled in the gap plan on the uh on the uh billings or the commission statement so I'm assuming I, I don't know that means they're not enrolled and they're supposed to be.
[CUSTOMER][NEUTRAL] How can I check to find out where these missing employees are and what's been going on? Um, I'm not even sure how you get the information about the employees. I think it's set up through an EDI feed with their benefit administrator, but I just need to verify something. Can you help me with that or?
[AGENT][NEUTRAL] Uh, yeah, let me see if I can or I'll get you to the right party. Um, what's the group number on that?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The group number is see if I can get that back up again.
[CUSTOMER][NEUTRAL] Uh that one is 121144.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and what group was that?
[CUSTOMER][NEUTRAL] It's Lindsay Municipal Hospital.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And do you have your email address?
[CUSTOMER][NEUTRAL] Mine, uh, mine is [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] It could be, I mean [PII] is the one we usually use, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me place you on a brief hold and I'll see what I can figure out. Hold on one moment if you don't mind.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you so much for holding um what I need to do, I said I'm gonna send a request to the contact for that, um, and then they research. Do you have a list of employees that are missing or are there several or?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I, there are several, so, um, again they all have different dates, so I'm just not sure if they're, I don't know what they are, and plus we have received received commissions, and I was like, well, they haven't, I'm like they paid their bill or something in a couple of months because I don't think we got paid commissions for them in March and I didn't know if that has something to do with it but yes, I have social. I have the tier that they're supposed to be enrolled in, um.
[CUSTOMER][NEUTRAL] But you need more than that because you have to have ages and all that so I'm just I was just, is there a way for me to look at their enrollment online?
[CUSTOMER][NEUTRAL] And add people or I've always just sent it to sales and they've taken care of it but there's so many of them and I'm like what's going on?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Let me check, let me check with our broker resources. Hold on one moment, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] on the care team. Not sure if you can help, but maybe you can point me in the right direction. Um, I've got a broker on the line. She is wanting to check on a group. Um, she says several members are missing, but she's gotten paid commissions. Um, so she's like, she's she's wanting to verify how do we get the missing people on the plans and then what's going on, but I'm not quite sure where to send her, um.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, you can definitely send her to me. I mean, I.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I'll do my best to yeah is there a group number? Did she give you one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, it's uh 21144.
[AGENT][NEGATIVE] I have [PII] on the line. I verified her email. I am so sorry. I did not get her call back. I should have done that.
[CUSTOMER][NEUTRAL] I think I got it 405-8021559.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think it comes through is that, are you in [PII]?
[AGENT][NEUTRAL] Yes, I'm in [PII], yeah.
[CUSTOMER][POSITIVE] Oh, hello, um, it's OK, you're all right, just send her through.
[AGENT][POSITIVE] OK, I'm gonna put her on the line. Thank you so much.
[CUSTOMER][POSITIVE] Yeah, have a good day.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Hey, [PII], how are you?