AccountId: 011433970860
ContactId: 62cb5b2c-69d5-4b04-8999-df95b1435370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297519 ms
Total Talk Time (AGENT): 81981 ms
Total Talk Time (CUSTOMER): 86479 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/62cb5b2c-69d5-4b04-8999-df95b1435370_20250527T17:59_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], I found what I sent you. I sent it to you guys on [PII].
[AGENT][NEUTRAL] You did?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On [PII] and it went to [PII].
[CUSTOMER][NEUTRAL] ATH [PII].
[AGENT][NEUTRAL] I do not know what that is. Can you forward that to me directly?
[CUSTOMER][NEUTRAL] Yeah, and uh it says this is what I wrote uh uh it's I was instructed I think [PII] told me to use this, uh, um, this, uh, email address and I'm not familiar with it either. I wrote in here [PII] would like to request an exception to renew with APL on [PII]. They currently only have two employees on the Aetna plan, but hope to hire more this year. They just moved in their new location. Please advise, thank you, and they said fine, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, actually, actually send it to the [PII] folder because they'll come in secure and then I have a hard time getting into it so send it to the [PII] folder, but I'll go ahead and grab it and um get with, get with everybody on that one since you have that information. Did you get a response back on that via email saying that we were gonna accept it or anything?
[CUSTOMER][NEUTRAL] Alright, I'm forwarding this to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah that's a good question.
[CUSTOMER][NEUTRAL] But I don't know. Let me just send this to you, so I just, I sent that to you. OK, so that's on 48.
[AGENT][NEUTRAL] If you didn't, yeah, I mean, you wouldn't know to send it, OK.
[AGENT][NEUTRAL] OK, 48, OK.
[CUSTOMER][NEUTRAL] Now let me um let me go back in here on.
[CUSTOMER][NEUTRAL] 1 to 4.
[CUSTOMER][NEUTRAL] Let's go back to around that date. Let's just see if I see anything coming in here.
[CUSTOMER][NEUTRAL] Hold on 1 2nd, this is the group calling me. Hold on 1 2nd.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] You there, [PII]?
[AGENT][NEUTRAL] Yeah, uh-huh.
[CUSTOMER][NEUTRAL] Hello, OK, alright, so I'm looking now. I don't see anything up to the 10th.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me see here, um.
[AGENT][NEUTRAL] That's OK, I'm sending an email over to [PII] at.
[CUSTOMER][NEUTRAL] Yeah, I'm just scrolling through.
[AGENT][NEUTRAL] To [PII] and [PII] letting them know that this group was supposed to renew on [PII], um, the notes indicated in our system that the group was terminating. However, [PII], um, was advised that there's two employees and that we advised that we would allow it for this year, but we wouldn't increase the coverage and he forwarded the email that he sent to us with the participation form so can we please review this for renewal?
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] OK, sounds like a plan.
[AGENT][POSITIVE] OK, so we'll figure this out and we will get back with you and let you know what the decision was on this, but yeah, thank you for forwarding that to me and I'll make sure that we look at all of that and we'll get back with you.
[CUSTOMER][POSITIVE] OK all right perfect thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, you're most welcome. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] Bye bye. Take care you too bye bye.
[AGENT][POSITIVE] Thanks