AccountId: 011433970860
ContactId: 621d74b4-a294-4fbb-b122-1a6f45a17c14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317410 ms
Total Talk Time (AGENT): 126794 ms
Total Talk Time (CUSTOMER): 197618 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/621d74b4-a294-4fbb-b122-1a6f45a17c14_20250109T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm wonderful thank you so much for asking hey I have um a group on the line and I think they probably need to speak with somebody in your department um but they wanna know about uh their group renewal and then they wanna know about they have a brand new insured who should have just joined [PII], um, and they wanna know about like making sure she is active and good to go and has an ID card even though that they're on hold for their renewal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, let me get a, hang on, let me get a lion screen up, sorry.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Work working on a project. I got to log in the line. Goodness gracious me, OK, what is that group number?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] We're looking for group number 18735 Home Comfort Enterprises. I have [PII] on the line and she verified everything with me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, renewal when when these are still in renewal hold?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's a renewal hold. We won't, they won't add anybody or send anything out until it's been taken off of renewal hold. So yeah, I'll have to check and see why it's still on renewal hold. And was there anything else that you needed? I'm sorry.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah, so she, because she had tried to update her insured, um, and a new one coming through, and she is, I guess the, the mailing address for that insured is wrong, and now she can't change it through the online service center. And then, um, the insured has like a procedure coming up in the next week or so and needs some like an ID card to verify. And then the other thing I just wanted to let you know is she expressed like a lot of upset.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, she feels like her broker is like not taking care of her, um, and is not, um, handling things in a timely manner and so she is pretty upset about that. She actually wanted me to like hassle her broker for her, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Yeah, we will reach out, we'll reach out. We'll take, yeah, because I mean they should be if you, if you, hopefully this is the same one still servicing the group, so I'll check into all that as well and we'll see what's going on regarding that as well and address that for her.
[CUSTOMER][POSITIVE] OK, perfect. Do you mind if I transfer her to you and and let you give her that as the update? Um, OK, perfect. I really appreciate it. Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] Mhm, no, that's fine.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Mhm. Uh, thank you.
[CUSTOMER][POSITIVE] Yeah my pleasure.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes ma'am. Hey there, I have [PII] on the line and she is um with our broker resource department and she's going to um be able to take over the call and just give you a little more information than I was able to provide is that OK?
[CUSTOMER][POSITIVE] Fine. Perfect, thank you.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. She said that you're having some issues with the renewal with the account manager as well. Is that correct?
[CUSTOMER][NEUTRAL] Well, I mean I've had very little communication with them. I'm seeing that the new plans are not even in there because the new rates are not in there for January so um hey, it is what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I understand. Well, I'll double check with the agent issue, see what's going on with her, see if we can get that resolved. But let me just look here. So, OK, we have a win-win renewal. Let's see, renewal.
[CUSTOMER][NEUTRAL] I just added an employee back and I needed to change her address and uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the name of that employee?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]. OK, what's the correct address? I can get that updated for you.
[CUSTOMER][NEUTRAL] Uh, hold on.
[CUSTOMER][NEGATIVE] Because y'all have Lake Village which is incorrect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me get there.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, one
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII]'s [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 37. Did you just recently add her for a [PII] effective date, is that correct?
[CUSTOMER][NEUTRAL] Correct, I just did it uh uh a few minutes ago.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, I'll probably take a second for it to show up. OK, yeah.
[CUSTOMER][NEUTRAL] But then I'm, I'm, I'm not looking at, you know, where it gives you the option to for plans it has last year's plans still in there and I'm like where's the new plans?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I think it's because it's still in renewal hold, so I'm gonna follow up on that to see why it's still um showing in renewal hold because that's probably what it is. It just hasn't populated everything in there to make sure we're not missing anything.
[CUSTOMER][POSITIVE] Yeah, I, I need you, I need you to reach out to [PII] and, um, you know, it's, it's the [PII], so, um, let's, let's get some progress here.
[AGENT][POSITIVE] Yeah, absolutely, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely. And what's the contact number for you because I will call you back and let you know everything once I get everything solidified.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. All right. All right. Let me, um, I'm gonna jump on this right now and I'll get back to you here in just a little bit, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, [PII]. Talk to you soon.
[CUSTOMER][NEUTRAL] OK, alright, bye.
[AGENT][NEUTRAL] Bye bye.