AccountId: 011433970860
ContactId: 6407202a-869f-4b4e-8b94-3a84e04bf433
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 351540 ms
Total Talk Time (AGENT): 129531 ms
Total Talk Time (CUSTOMER): 154417 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6407202a-869f-4b4e-8b94-3a84e04bf433_20250430T16:26_UTC.wav
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[AGENT][NEUTRAL] APL sales this is [PII].
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] in billing department. How are you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I have a group on the line that has a question about their enrollment, but I didn't see in the tree like I thought it maybe would be like new business, but I, I don't see that in the directory. Is that, would that be you guys that can help or get them to.
[AGENT][NEUTRAL] Um, like what type of questions?
[CUSTOMER][NEUTRAL] Um, new business.
[CUSTOMER][NEUTRAL] Um, it's about their renewal. Um, they said that they hadn't, uh, received like any information about their renewal or no one had contacted them, and I do see that they, because they are in renewal. The renewal is May and it's like they were placed on a renewal hold in.
[CUSTOMER][NEUTRAL] February, um, and they're still on a renewal hold.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It's 23293.
[AGENT][NEUTRAL] The prime health physicians.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where is
[AGENT][NEUTRAL] The renewal hold.
[CUSTOMER][NEUTRAL] Um, in the notes it shows when uh they were placed on a renewal hold, um.
[CUSTOMER][NEUTRAL] 2:10.
[CUSTOMER][NEUTRAL] And their renewal date in NTO is [PII].
[AGENT][NEUTRAL] OK, I'm gonna have to send this. You can send it to me, but I gotta send it to somebody else. Oh, well.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] I'm gonna have to take their information.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because the person that works, that group is on lunch, uh, because we all have our own specific states. So I can kind of try to guide them, but I don't really know much in [PII] because most of my groups are [PII], and they kind of have like they're in [PII] and they kind of have like their own rules, um, and I know NAS has its own set of rules.
[AGENT][NEUTRAL] Um, I guess pass it to me and I'll just take their contact info and then just call them back.
[CUSTOMER][NEUTRAL] OK, and who we have it is uh one of the group admins and her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I'm gonna go ahead and send.
[CUSTOMER][NEUTRAL] Hi [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here. OK, I have um [PII] on the line um she's gonna get some information from you and uh get someone to reach out, uh, regarding this, um, your renewal, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][NEUTRAL] I'm doing fine. Um, I am, I understand that, um,
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Yeah, I haven't received the, the invoice from, from you. The, and usually we pay on on the [PII] at the end of the month, but uh, but uh maybe because of the open enrollment. I just want to know when you expect to send the invoice to your, to the portal to, to, to, to, for to make for for make the payment.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] The reason that you haven't got a bill is because the account is on a renewal hold, which means that they haven't received your renewal paperwork. Um, do you know if the renewal paperwork has been sent in that just says you wanna continue coverage?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think so. OK, do you know uh the power broker is HLV Benefits, [PII].
[AGENT][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] We have a broker. HIV cover us, mhm.
[AGENT][NEUTRAL] Yeah, so let me, the problem is this is, this is not my group. So I'm trying to, I only have like limited information. So I'm trying to, the lady whose group this really is is at lunch. So I'm trying to like help you without having to call you back, but I might just have to call you back so I can get more accurate information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um, let me get your, what's your phone number?
[CUSTOMER][NEUTRAL] OK, OK, in the meantime I'm going to to.
[AGENT][NEUTRAL] What did you say the phone number was?
[CUSTOMER][NEUTRAL] In the meantime,
[CUSTOMER][NEUTRAL] We just
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the phone number?
[CUSTOMER][NEUTRAL] OK and
[CUSTOMER][NEUTRAL] The phone number of them?
[AGENT][NEUTRAL] The phone number of you so I can call you back and tell you when the bill is gonna come out.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEUTRAL] And you're [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Give me one second. I'm gonna get with your, the person over this group and then I'm gonna call you and let you know when we're gonna get that bill out to you, OK?
[CUSTOMER][POSITIVE] Thank you. Thank you very much.
[AGENT][POSITIVE] Thank you. All right, thank you. Call you right back.
[CUSTOMER][NEUTRAL] Mhm bye bye.