AccountId: 011433970860
ContactId: 5d86e21e-ca05-49a6-afbc-196c64e1812c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475500 ms
Total Talk Time (AGENT): 145625 ms
Total Talk Time (CUSTOMER): 176941 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/5d86e21e-ca05-49a6-afbc-196c64e1812c_20241231T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I'm calling about one of our clients that has yet to receive an invoice and they upgraded their plan.
[CUSTOMER][NEUTRAL] And I'm wondering if whether there's some snafu.
[AGENT][NEUTRAL] Um, if they upgraded their plan, they're probably in a renewal hold. What's the email or the, I'm sorry, the group number?
[CUSTOMER][NEUTRAL] Group number is 23878.
[AGENT][NEUTRAL] And it's [PII] Family Banks.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Yeah they're in a renewal hold whenever a group is in renewal hold and needs to um.
[AGENT][NEUTRAL] Fill out their, I don't know if they have medlink or not. Give me just a second.
[CUSTOMER][NEUTRAL] They do have Medin and I have completed the form.
[AGENT][NEUTRAL] OK, so they need to fill out their GCF yeah they need to fill out their GCF and send it back to us when they're in renewal hold all billing is stopped so that.
[AGENT][NEUTRAL] Whenever the
[AGENT][NEUTRAL] New business department whenever they complete the renewal and do all the enrollments or terms or whatever the group is needing for that the bill is clean when it comes back.
[AGENT][NEUTRAL] So until they send in their GCF and we get them their renewal processed they won't receive a bill.
[CUSTOMER][NEUTRAL] OK, hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I guess I thought we'd already done that, but I don't see an email quickly see an email.
[CUSTOMER][NEUTRAL] See where we did it on on others.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] a second to make sure that I'm not misspeaking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes I've received it.
[CUSTOMER][NEUTRAL] But I don't see where we.
[CUSTOMER][POSITIVE] Completed it.
[CUSTOMER][POSITIVE] So let me make let me do one more thing let me get do a search.
[CUSTOMER][NEUTRAL] Let's see this this one.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] OK, it does look like I received it on [PII].
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Um, yeah, hold on just a second though, let me see, or we received it. I don't know.
[AGENT][NEUTRAL] If it was processed or not because
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] What, well, I guess I can check to see if what the um
[CUSTOMER][NEUTRAL] What they added was the doctor visits.
[AGENT][NEUTRAL] So the the um alternate plan was chosen correct?
[AGENT][NEUTRAL] The uh let me see.
[CUSTOMER][NEUTRAL] I don't know what you mean by alternate plan. They had all the benefits, but the doctor office.
[CUSTOMER][NEUTRAL] Where they might do some kind of surgical procedure that didn't require going in the hospital.
[AGENT][NEUTRAL] So then
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] So we probably sent out a proposal.
[AGENT][NEUTRAL] If we added something to the
[CUSTOMER][NEUTRAL] You did send out a proposal. It was accepted. I did get an email that says it was in process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That the renewal was in process correct?
[AGENT][NEUTRAL] Is that what you're
[CUSTOMER][NEUTRAL] That the change from one plan to another.
[CUSTOMER][NEUTRAL] was in process.
[CUSTOMER][NEUTRAL] It, it, it's not, it's not your deal, but I get stuff from APL underwriting, I get stuff from APL Service Center, I get stuff from APL individuals.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Not a, you know, I don't know if there needs to be a change or anything, but it's confusing. So it's hard for me to find which thing it came from, you know.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Yeah, I don't know. That definitely wouldn't be me deciding that. Um.
[CUSTOMER][NEUTRAL] Well, they did a did a proposal and then the proposal was accepted.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Well it says that it's been complete so I'm gonna have to reach out to new business and see why this um.
[AGENT][NEUTRAL] Why it's still in a.
[AGENT][NEUTRAL] Renewal hold because it shouldn't be so.
[AGENT][NEUTRAL] I do see where everything was processed, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you do see one of the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What do you call it? uh group coverage and participation form was submitted.
[AGENT][POSITIVE] Well I see that everything is complete, so yeah, but yeah, everything is good, um.
[CUSTOMER][POSITIVE] OK. All right. Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on, let's see.
[CUSTOMER][POSITIVE] Yeah, I, I finally found that it came from [PII].
[CUSTOMER][NEUTRAL] In customer service.
[CUSTOMER][NEUTRAL] So we received your new enrollment and your APL policy has been issued.
[CUSTOMER][NEUTRAL] Yeah that's actually um an individual that we met [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will send this to um.
[AGENT][NEUTRAL] New business and they will release it and then then the bills will be generated after that.
[CUSTOMER][POSITIVE] OK. All right. Good.
[AGENT][NEUTRAL] All right, of course, yep, I just sent that through.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][POSITIVE] [PII] I'm sorry, happy [PII]. I guess [PII] is over and, yeah, thanks.
[AGENT][POSITIVE] Yes, Happy [PII]. Thank you. It is, it was super quick. Have a good day. Bye.
[CUSTOMER][NEUTRAL] Alright bye.