AccountId: 011433970860
ContactId: 6e24e5ed-adbd-4290-b121-7d662d976d4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281540 ms
Total Talk Time (AGENT): 122131 ms
Total Talk Time (CUSTOMER): 83055 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6e24e5ed-adbd-4290-b121-7d662d976d4d_20250108T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hey Morgan, Morgan, I have a renewal coming up with uh Integra Solutions, um, and they have two divisions, you may remember that, um, they have group number 23755 and 26696. It's a [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Couple of things. Um, they would like to know if they, they're not a fan of having this 55 and under rate and then a 55 and over rate. I was telling them about Medlik 9. what do we have to do to move to Medlink 9 if they want to?
[AGENT][NEUTRAL] Um, I think we just have to get approval, to be honest, um.
[AGENT][NEUTRAL] I can verify oh you sound sick.
[CUSTOMER][NEUTRAL] I'm sorry, I'm under the weather today.
[CUSTOMER][POSITIVE] Yeah, I'm just actually heading to go pick up my medications right now. Um, can you, can you find, thank you, can you find out if we can get this done, um, with meddling time? This is a great group. I mean, they continue to grow and, and they, they've been really good.
[AGENT][NEGATIVE] Oh, so you're not feeling well.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, is it something that I can, um, because we're, I'll ask [PII], but I feel like it has to go somewhere like to underwriting or something, so let me, do you care if I ask her and then email you back or call you either one?
[AGENT][NEUTRAL] Or do you wanna
[CUSTOMER][NEUTRAL] Yeah you could yeah you could call me back I mean.
[AGENT][NEUTRAL] Might just be a second, OK.
[CUSTOMER][NEUTRAL] Oh yeah, oh hold on, that's OK, go ahead.
[AGENT][NEUTRAL] OK, at least let me go see what exactly has to happen for that. Give me just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Um, our favorites on the phone, uh huh, um, he's wanting to know if Integra Solutions can go to Midlake 9 because, um, I said that we would probably have to get approval, but is it a, it's not a quick process is I guess my question in terms of finding out that way I can tell him we'll call him back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] They cannot.
[AGENT][NEUTRAL] So just tell him I guess if he questions it tell him we'll.
[AGENT][NEUTRAL] Um, we can have, and I asked to reach out to them if he has any questions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], um.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] I got with [PII] and she said that the group is not eligible for Medli 9 as of yet, um.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] I don't know. I don't have that information. Um, they, it comes.
[CUSTOMER][NEUTRAL] Can you ask her because the group's gonna ask me.
[AGENT][NEUTRAL] Yeah, um, she said that we'll have NAS reach out to you for those questions to be answered, um.
[AGENT][NEUTRAL] I don't really know, yeah, um, I can send them an email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it because the size of the group?
[AGENT][NEUTRAL] I, I have no idea.
[AGENT][NEUTRAL] It just says we get a a copy um of groups that are eligible and that one just said no from underwriting so I will, I would have to get with um NAS for them to further explain.
[CUSTOMER][POSITIVE] Yeah, please uh you know this is this is an important group to me and um you know if that's the case I really would like to know.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'll send them an email right now and then um I'll have them reach out.
[CUSTOMER][POSITIVE] OK, yeah, if you could do that, I greatly appreciate it. Alrighty, thank you much.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, I hope you feel better. Have a good day. Bye.
[CUSTOMER][POSITIVE] Bye bye thank you appreciate it bye bye.