AccountId: 011433970860
ContactId: 5f1d14a1-63c9-47ee-9737-9f8248c9fae8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315720 ms
Total Talk Time (AGENT): 195682 ms
Total Talk Time (CUSTOMER): 100948 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/5f1d14a1-63c9-47ee-9737-9f8248c9fae8_20250212T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I am fine. I have a group admin um on the phone. Her name is [PII], and she's calling for group number 17816. She has been verified.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she's stating that 2 employees, she's statusing whether or not 2 employees have been set up under COR.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And there's something funky going on, so let me give you the two policy numbers.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, 231
[CUSTOMER][NEUTRAL] 0979
[CUSTOMER][NEUTRAL] And 231-092-2.
[CUSTOMER][NEUTRAL] Just for my information, the D7 status code, does that mean declined?
[AGENT][MIXED] It does, um, and, uh, sometimes the reason for that is it got issued and it shouldn't have. Sometime, you know, that decline makes it sound bad, but sometimes it's not as bad as it seems. But yes, it does mean declined for sure. Um, oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I probably that one was declined because they already had a policy and it may have been lapsed, but it could have been reactivated and it looks like that's what happened. So that's why that one was declined on um uh I can't pronounce that last name, but the two, yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah, the other one is just like that, so she said that they were to have been set up on COR like in January.
[AGENT][NEUTRAL] OK. OK. I don't.
[CUSTOMER][NEUTRAL] And that was an initial question that she had.
[CUSTOMER][NEUTRAL] And she said that their third party administrator is diversified administrators.
[AGENT][NEUTRAL] Oh, OK, OK. And that could explain it.
[AGENT][NEUTRAL] Um, you know, it's possible we haven't received that yet, but, um,
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Well, can you confer with this with Miss [PII]?
[AGENT][POSITIVE] Yes, I sure can. Absolutely, yes, yes.
[CUSTOMER][POSITIVE] OK, here she comes. Thank you, [PII]. Bye.
[AGENT][POSITIVE] OK, yes, thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, this is [PII] in customer service.
[AGENT][NEUTRAL] I'm so sorry, um, [PII] was just telling me what was going on with your group with your two policies that are supposed to be on COR.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, so I was just looking at these and we do not show that we have received the information to place them on cover up, um, but she also said that you go through a third party administrator.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we receive a file from them.
[CUSTOMER][NEUTRAL] You should have. I didn't call them. I called you first cause I was figuring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It was just slow getting into the system.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that is what I'm thinking um to come through the file feed like that sometimes it is behind but I tell you if you would give me some time, maybe an hour, maybe a couple of hours I can just research this with our enrollment team and have them look at the file and um see if it's there and if so we can get them taken care of.
[AGENT][POSITIVE] Um, and I can give you a call back. Yes, ma'am.
[CUSTOMER][POSITIVE] Oh, that'd be good. OK, appreciate it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, the number you're calling from, I'm pulling that up, um, so I can give you a call back, but the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, yes ma'am. If you don't mind, just let me look into this and I will absolutely give you a call back and like I said, it might take a couple of hours, but it will be today.
[CUSTOMER][POSITIVE] Oh, appreciate it.
[CUSTOMER][NEUTRAL] Do you want me to just call the third party administrator first?
[AGENT][NEUTRAL] Well, I hate for you to have to do that just in case we do have it, um, you know, it's possible that they can look that file up somehow, you know, um, I don't exactly know how that works, but that they do that from time to time, so um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I will do that. I just hate for you to have to make an extra phone call, you know, um, if they already have it submitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK. I appreciate that then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am. I will get on this right now and see what I can find and I will be giving you a call back.
[CUSTOMER][POSITIVE] OK. Thank you very much. Thanks. I appreciate all your help.
[AGENT][POSITIVE] Yes. You are welcome. Yes, ma'am. Can I do anything else for you?
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. You have a good day and thank you for calling ADL. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yes, ma'am.