AccountId: 011433970860
ContactId: 6165d2ca-147b-4291-b2b6-24f668ec0f4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534940 ms
Total Talk Time (AGENT): 227199 ms
Total Talk Time (CUSTOMER): 256408 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/6165d2ca-147b-4291-b2b6-24f668ec0f4a_20250109T16:28_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey
[AGENT][NEUTRAL] Hey, you cut out just a little bit. Are you still there?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. How can you hear me?
[AGENT][NEUTRAL] Oh hey [PII] how are you?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yeah, I can hear you now. Hey.
[CUSTOMER][POSITIVE] Hey, I'm good. How are you today?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] I don't know what happens. My phone has been doing this self mute thing today occasionally. I don't know why it's doing that, but anyhow, yeah, it is weird. But anyway, neither here nor there. I have, let me give you the group number first. It's 16172.
[AGENT][NEUTRAL] What you up to?
[AGENT][NEUTRAL] Oh, that's weird.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] IA management.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have and I've verified the group name and agent name and email. I have a lady by the name of [PII].
[CUSTOMER][NEUTRAL] [PII] on the line and her number is 561.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 232
[CUSTOMER][NEUTRAL] 4339.
[CUSTOMER][NEUTRAL] She actually says that she is calling, she's with Benefit Mall.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they work with the agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And she has some enrollments that she's needing to find out how to submit for this group. However, this group still shows us in renewal hold. Now I didn't tell her anything because I can't see benefit mall, no.
[AGENT][POSITIVE] Yeah, Benefit malls, yeah, Beel Malls trippy, but yeah, they're, they're legit.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] Yeah, so I didn't tell her anything. I mean, you know what I mean? I just told her that I would need to, I didn't tell her the group was still showing as in renewal because she had said they renewed 11, so anyway, I was, I just told her that I would need to connect her over to broker resources to further assist her.
[AGENT][NEUTRAL] Yeah, that's fine. She just, um, she just needs to send them to [PII], but I can definitely tell her that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much and I hope you have a really good day. Nice talking to you. OK. All right. Bye.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Yeah, OK, bye.
[AGENT][NEUTRAL] This is [PII]
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from a general agent. Um, I had called into APL for some service, but she said that she did not see us tied to this group. So I wanted to find out what you see and what we can do.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, um, excuse me, is it, so it's 16172 correct?
[AGENT][NEUTRAL] EICA management.
[CUSTOMER][NEUTRAL] Uh, yes, yes, I'm looking at their invoice, yeah.
[AGENT][NEUTRAL] Yeah, I mean, I don't see that Benefits small is connected to this, but I know that you guys work with groups and she just said that you were needing to send in um enrollments. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, the open enrollment from [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So I'm trying to look if there's any emails from the broker that I could forward you.
[CUSTOMER][NEUTRAL] I mean, yeah, here she is sending us the APL invoice.
[CUSTOMER][NEUTRAL] When we first started marketing it and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We got the AOR.
[CUSTOMER][NEUTRAL] Letter to attachment and all that was for Humana.
[CUSTOMER][NEUTRAL] I don't, it was like,
[CUSTOMER][NEUTRAL] Maybe she got, maybe she sent the AR in herself, but here's [PII] confirming the benefit mall. Yeah, here it is.
[AGENT][NEUTRAL] [PII], OK. [PII] from NAS.
[CUSTOMER][NEUTRAL] Yeah. Can I forward this to you?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I mean, you don't necessarily have to. Is it they have to do with your open enrollments or you just wanting to make sure that we know that we can talk to you? Which one are you?
[CUSTOMER][POSITIVE] Both, I mean, I, we need to get the commission primarily, but um now they went through open enrollment and, and I believe it's my job to get this to you.
[AGENT][NEUTRAL] OK, yeah, if you just wanna send the enroll open enrollment changes, um, to say, uh, hold on, let me give you the [PII] one.
[CUSTOMER][NEUTRAL] Agent [PII].
[AGENT][NEUTRAL] You can, yeah, that's, um, that would be nice like the NAS email you can send it to them and then they can send it to us.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Um, it's whatever you feel more comfortable doing or um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, wait, I have a contact sheet that was part of our file.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see if that's on here.
[CUSTOMER][NEUTRAL] [PII], FL dash sales at Am public. OK, that's the broker resources, and I just wasn't sure what number to call. So, all right, so I'll send that email. Maybe I'll forward this underneath it so that you guys have the message from [PII] and [PII] and agent [PII] there saying, OK, and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] Can I, do you have a template for me to provide this or can I use the ease enrollment output?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So like it's obviously from Medlink um we do have a Medlink spreadsheet. uh, do you?
[AGENT][NEUTRAL] Excuse me, um.
[AGENT][NEUTRAL] I wonder if it wouldn't be beneficial to send it to NAS because I think that they have that.
[AGENT][NEUTRAL] And then they can either send you the spreadsheet or they can.
[AGENT][NEUTRAL] I don't know if they would put it through on that spreadsheet, but.
[AGENT][POSITIVE] Um, like to make it like so that obviously it's, it gets put in our system easier.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, yeah, I wanted to go real quick for you guys, but.
[AGENT][NEUTRAL] Yeah, why don't you, why don't you send it to NAS?
[AGENT][NEUTRAL] And then they can send it through to us with the correct spreadsheet or of course they could send you the spreadsheet as well um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because they're kind of like our in between if you will, between um brokers or um you know, agencies or or whoever we're dealing with NAS is kind of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the middleman for us.
[AGENT][NEUTRAL] So they might be able to help you in terms.
[CUSTOMER][NEUTRAL] Uh-huh. So, so you think moving forward, yeah, this, I should just works with them, OK.
[AGENT][NEUTRAL] I think so, yeah, just so that, yeah, I think so.
[CUSTOMER][NEUTRAL] OK, good to know um.
[CUSTOMER][NEUTRAL] I mean she did send me the contact sheet they changed their renewal date to [PII]. Can you see that?
[AGENT][NEUTRAL] Oh, OK, let me see.
[CUSTOMER][NEUTRAL] So she says, here's the November and this might you do see that, OK.
[AGENT][NEUTRAL] Um, yeah, yeah, yeah.
[AGENT][NEUTRAL] Yeah, the renewal date for them is [PII], but I will say that they are still in renewal hold. I don't know if they just haven't like sent in their stuff like for us yet, like as far as their group. OK, so you're doing that. OK, yes, send it. OK then, yes, this makes this makes all everything's coming together. Send it to NAS and then NAS will send it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's me. That's what I gotta do.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I'll do and maybe I should call [PII]. All right, I'm gonna get it to them and um.
[CUSTOMER][NEUTRAL] And I guess it's confusing cause like the gap plan is, is included in the race of their medical. So it's pretty much everyone that has medical.
[AGENT][NEUTRAL] Yeah, if they selected it.
[CUSTOMER][NEUTRAL] But it's also
[AGENT][NEUTRAL] If they selected gap.
[CUSTOMER][NEUTRAL] Yeah, but
[CUSTOMER][NEUTRAL] Yeah. No, I don't know. I don't, I think they get it automatically.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Maybe not
[AGENT][NEUTRAL] Um, I, I feel like, I mean, they're definitely all, um, if they have major medical, they are definitely able to enroll with GAMedin, however, either one, same thing, um, they just have to, yeah, I think for the most part they have to choose it though since it's.
[CUSTOMER][NEUTRAL] With or without it. OK.
[AGENT][NEUTRAL] And maybe not, maybe not for that group.
[AGENT][NEUTRAL] It could be different.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll find out.
[CUSTOMER][NEUTRAL] No, cause it doesn't look like everybody did, but I'm like, well, if it was in the rate, then everybody should have gotten it, but I will go with what's here.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And we'll see what we can do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Get this over. Let's get it started, you know, at least I can get it started and then we'll, we'll work it out alright.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] All right. I sure appreciate you talking me through it. Have a great day.
[AGENT][POSITIVE] Yeah, of course. Yes, you too. Enjoy your day.
[CUSTOMER][POSITIVE] OK. OK, bye. Take care.
[AGENT][NEUTRAL] Bye.