AccountId: 011433970860
ContactId: 63200a6d-a7d3-45fa-a4f5-873f0e57988e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218369 ms
Total Talk Time (AGENT): 112237 ms
Total Talk Time (CUSTOMER): 81901 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/63200a6d-a7d3-45fa-a4f5-873f0e57988e_20250522T15:27_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Uh oh, I can't hear you. Did you say [PII]?
[AGENT][NEGATIVE] Yes, sorry, it's kind of faint.
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII] on the care team. How are you doing?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] I have um [PII] from a broker's office on the other line um you want me to give you the, well, he gave me the group number and then the specific policy number which one did you need?
[AGENT][NEUTRAL] Uh, let's see. I'm just gonna, I'm in line, so let's do, I'm on GRP. Let's do the group number.
[CUSTOMER][NEUTRAL] OK, um, it's 25054.
[AGENT][NEUTRAL] 250545
[AGENT][POSITIVE] And actually, you can go ahead and give me the policy because I'm already on the, I got the group pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's 262-1974.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he says that when he sent in the spreadsheet um to enroll the member that he put for a $3000 max for the hospital admission benefit, but he's see, I'm sorry, he's saying $2000 and I looked at PIBFT and I see the $2000 also, but I wasn't sure, am I supposed to tell him to enroll I just wasn't sure what to do.
[AGENT][NEUTRAL] So really what, because really what I'm gonna tell him is that he has to, so for us to make any changes, and I don't know how it works for customer care, is they have to send it to us in an email. So our email is [PII] and then when we get the email, then we just put in a hub request for like y'all to change it. So that's our way of tracking it, but um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I was just basically gonna tell him to send in an email um requesting that change.
[AGENT][NEUTRAL] But um so I don't know how you're.
[CUSTOMER][NEUTRAL] OK, so he doesn't have to send in like the enrollment former. Oh, I'm sorry. My phone's breaking up. I'm not trying to cut you off.
[AGENT][NEUTRAL] Um, that would be.
[AGENT][NEUTRAL] No, you're fine. That would be super helpful. I use just for me, anytime I talk to somebody, just so they can have backup to say like why we changed it, I'll usually be like, you know, just send us your enrollment form and just say, hey, um, I noticed that my um my benefit amount wasn't correct. Can you please update it to the corrected amount on the enrollment sheet?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he don't even got to be that descriptive. He can just say please update to reflect the enrollment sheet and then we can put it in the hub and make it descriptive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he needs to send that to sales or care team?
[AGENT][NEUTRAL] Um, he can send it to sales because then we can just do a hub request.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the sales email?
[CUSTOMER][NEUTRAL] No, I'm getting ready to write it down. Can you repeat it for me?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Alright, well I'm OK. I can handle that.
[AGENT][POSITIVE] Yeah, and just tell him like, even if he wanna, if he wanna be like super, super helpful for the uh hub request, he can put that group number that you gave me and that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the email.
[CUSTOMER][NEUTRAL] Don't know that I am.
[CUSTOMER][POSITIVE] OK, and email alrighty thank you [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right, have a good day. Bye-bye.
[AGENT][NEUTRAL] You too.