AccountId: 011433970860
ContactId: 64f73d89-8899-4305-8801-a6a9af8a9773
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716030 ms
Total Talk Time (AGENT): 168297 ms
Total Talk Time (CUSTOMER): 312595 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/64f73d89-8899-4305-8801-a6a9af8a9773_20250415T15:35_UTC.wav
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[AGENT][NEUTRAL] Maybe I'll be
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] What was your name? I'm sorry.
[AGENT][NEUTRAL] Are you trying to reach [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I am, but I couldn't hear you what your name was.
[AGENT][NEUTRAL] Hi, I'm here.
[CUSTOMER][NEUTRAL] I still can't hear it, but OK, um, I need to get some documents for my group like their current um.
[CUSTOMER][NEUTRAL] Summary of benefits I need to know what is included so as far as like.
[CUSTOMER][NEUTRAL] Um, I don't know if you guys offer like.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Sure, it's 15879.
[CUSTOMER][NEUTRAL] I need to know details of what's offered so I don't know if you offer besides the benefit summary like a a plan document, a certificate um you know their original application my name's [PII].
[AGENT][NEUTRAL] And what was your name?
[AGENT][NEUTRAL] OK, um, are you like a secretary or?
[CUSTOMER][NEUTRAL] No, like I'm a broker?
[AGENT][NEUTRAL] Show you the agent of record for this now.
[AGENT][NEUTRAL] It's for Tucson Residents Foundation.
[CUSTOMER][NEUTRAL] Yes it is and I'm with the Mahoney Group, MNO Companies.
[AGENT][NEUTRAL] Yeah, they have [PII]'s name in here.
[CUSTOMER][NEUTRAL] I've got the renewal.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, that's the that's the sales person I'm the service person.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can send her an email of the product that you guys offer.
[CUSTOMER][NEGATIVE] OK, yeah, why don't, why don't you go ahead and do that? How do I get added to that list? I should have been already added.
[AGENT][NEUTRAL] Um, she can send us an email that just as you want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I need to get access to your portal as well, so how do I go about doing that?
[AGENT][NEUTRAL] And she would also include that in the email as well.
[CUSTOMER][NEUTRAL] OK, um, so yeah, what kind of documents can you send then that'll give us detail about.
[AGENT][NEUTRAL] Um, I will send her the
[AGENT][NEUTRAL] We should have the original proposal that has kind of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, cause I don't show you guys how many brochures.
[CUSTOMER][NEUTRAL] Yeah, whatever information you can send, we're trying to figure out, um, you know, is it automatically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like I have a proposal that shows um
[AGENT][NEUTRAL] Like the premiums, but let's see, you wanna know what, like what's covered.
[CUSTOMER][NEUTRAL] Correct. What's specifically covered, um, you know how many people is it automatically everybody that elects the medical then is automatically um enrolled in the.
[CUSTOMER][NEUTRAL] The gap insurance.
[CUSTOMER][NEGATIVE] We just, I can't find anything there's no documents in the folder.
[CUSTOMER][NEUTRAL] So that's what we're trying to figure out is what exactly is included because we meet with the client of course tomorrow and you know they have questions and we don't have answers.
[AGENT][NEUTRAL] So give me, let me also get your email technically, um.
[AGENT][NEUTRAL] While we're in the process of waiting on your email just saying to add you um what's your email?
[CUSTOMER][NEUTRAL] Cause I mean I get
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] no wait, no, it's not sorry um it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Tell me if this works for what you're looking at or looking for, and if not, just write me back in there and tell me that's not gonna work.
[CUSTOMER][NEUTRAL] And this is just I guess for the.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] So I'm also looking at the um renewal form that needs to be completed.
[AGENT][NEUTRAL] Yes, cause it looks like you guys are coming up in July.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right, yeah, so we're meeting with the client, um, actually.
[CUSTOMER][POSITIVE] Thursday so I'm hoping we're gonna get um.
[CUSTOMER][NEUTRAL] Answers on which medical they're going to go with, but so.
[AGENT][NEUTRAL] I wonder if it's easier to send you the
[AGENT][NEUTRAL] Um, the renewal email because that tells you.
[CUSTOMER][NEUTRAL] Well, I have the renewal email and it it just basically has a summary in it.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Yes, I need the more I need the minutia.
[CUSTOMER][NEUTRAL] Because you know, of course it's gonna be the president's wife.
[AGENT][NEUTRAL] So yeah, you just have where it shows you the prices but it's about the.
[CUSTOMER][NEUTRAL] So I'm look
[CUSTOMER][NEUTRAL] Yeah yeah and then yeah so I'm looking at the renewal and I'm trying to figure out so if it's just the medical because it's got work site products here I think they're just covering.
[CUSTOMER][NEUTRAL] I don't know, do I have to add these two?
[CUSTOMER][NEUTRAL] These worksite products.
[AGENT][NEUTRAL] So you would just, no, you would just put the in in-hospital outpatient amount and then your major medical deductible and out of pocket.
[CUSTOMER][MIXED] So it's that gray area, not the OK perfect perfect.
[AGENT][NEUTRAL] You don't have to do the, yeah, just the bakery part.
[CUSTOMER][POSITIVE] Awesome and like I said yeah if you wanna make a note we're meeting with them tomorrow so hopefully we'll get decisions by early next week.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright[PII], well I will send you this. Let me know if this works, um, if not, just like shoot an email back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, you, it's a horrible horrible echo that's why I couldn't hear your name.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh, can you spell that for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK [PII] got you.
[CUSTOMER][POSITIVE] Thank you I appreciate that yeah and I'll I'll wait for this email and then uh yeah I'll just let her send an email over, um, you guys, do you give out reports or anything as well?
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Like a group detail report that kind of shows you how many people are like on the group.
[CUSTOMER][NEUTRAL] You send reports.
[CUSTOMER][NEUTRAL] Yeah yeah because I wanna compare that against what we have enrolled because it's my understanding that all that are enrolled should be um enrolled with you guys too.
[AGENT][POSITIVE] Yeah, we can do that.
[CUSTOMER][NEUTRAL] So I need to do an an audit.
[AGENT][NEUTRAL] Yeah, right now I am selling.
[AGENT][NEUTRAL] I just pulled the group detailed report for this one. It looks like there.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Like this one has 73 people.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, see, I think we have like 80 enrolled, so I'm missing 7 people somewhere, so I'm gonna have to do an audit to see what is going on.
[AGENT][NEUTRAL] I'll send that as well.
[CUSTOMER][POSITIVE] Thank you I appreciate that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So yeah, the documents, plans summaries, policies, whatever you have and then I could just throw it in our file we have it.
[CUSTOMER][NEUTRAL] And then um OK APL.
[CUSTOMER][NEUTRAL] With check with to match medical enrollment enroll reach out, OK, never mind compare carrier numbers, OK.
[CUSTOMER][NEUTRAL] APL do policies and that's all I have for you, OK.
[AGENT][NEUTRAL] Alright, um.
[AGENT][NEUTRAL] How many ways you get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, nothing yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That should work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What's the junk.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't have any junk mail.
[CUSTOMER][NEUTRAL] Fox
[CUSTOMER][NEUTRAL] No, nothing yet.
[CUSTOMER][NEUTRAL] No, nothing yet.
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yeah, where are you located at?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII] and you and I did [PII] [PII] [PII]
[CUSTOMER][POSITIVE] Correct at [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII]
[CUSTOMER][POSITIVE] [PII] [PII] yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] It's so weird.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Come on, baby, come on. Let's go.
[CUSTOMER][NEUTRAL] Yeah, we went and visited some friends in [PII].
[CUSTOMER][NEUTRAL] Back in January.
[AGENT][NEUTRAL] Oh, really?
[CUSTOMER][NEUTRAL] Yeah, my first time out there.
[CUSTOMER][NEUTRAL] We drove from uh [PII].
[CUSTOMER][NEUTRAL] Here it is, [PII] there you are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there's that.
[CUSTOMER][NEUTRAL] And it's just the before and what is this?
[CUSTOMER][NEUTRAL] OK, what is this?
[CUSTOMER][NEUTRAL] Oh, so this is the sold proposal then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alrighty, I think that's what we need. Well, [PII], I appreciate your help and I will get, um, I'll reach out to [PII]. I'll send this over and ask her to send it to you.
[CUSTOMER][NEUTRAL] The request to add me and then give me access to the portal?
[AGENT][NEUTRAL] OK. Um, you can.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect well thank you dear you have a fantastic rest of your day.
[AGENT][POSITIVE] Alright, have a great day.
[CUSTOMER][NEUTRAL] Bye bye.