AccountId: 011433970860
ContactId: 6fab986a-1b7d-4213-81a9-e1abb3d8966a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452660 ms
Total Talk Time (AGENT): 282772 ms
Total Talk Time (CUSTOMER): 167781 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6fab986a-1b7d-4213-81a9-e1abb3d8966a_20250606T17:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII].
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Are you pulling your hair out like your SOS with the OSC stuff?
[CUSTOMER][NEGATIVE] I'm as bald as an eagle.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know we are too. What's up?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Well, I have an admin on the line with the group um that I just helped her set up her profile but she's wanting to know you know when their invoice is gonna be ready because she's nervous she says that they've submitted all their renewal documents, but this group shows in renewal holding and it's a 41-2025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me hang on one second, let me get my screen up here.
[CUSTOMER][NEUTRAL] And I'll give you, yeah, and I'll give you the group number and all of that and I verified all of their information. So the group is 25915 Dry Box Incorporated.
[AGENT][NEUTRAL] Yeah, yeah, what is that?
[AGENT][POSITIVE] You do? OK, perfect.
[AGENT][NEUTRAL] Myox Incorporated, OK.
[CUSTOMER][NEUTRAL] And this is and this is contact [PII] on the line. mhm now I verified that the number we show in the MPL for the group, you know, that's like the primary, but her number that she gave me as a call back is [PII].
[AGENT][NEUTRAL] OK, OK. Gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], and that's 25. Let me make sure I got that up. Hang on just a second. And did I get it right? Uh, what did I do with my screen? Sorry, sorry, sorry, sorry, hang on. No, I've got it. I just gotta pull it up on the right side. There we go. 25915 jey box. OK, got it. I'll take it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK. Well, thank you so very much. Have a good one if I don't talk to you again, [PII].
[AGENT][NEUTRAL] OK, will do.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII]. [PII] said you had a question about the billing uh for Drybox Incorporated. Is that correct?
[CUSTOMER][NEUTRAL] Correct, yeah, because we haven't seen a bill and the last one was 41 and we don't wanna.
[AGENT][NEUTRAL] OK. Let me see.
[AGENT][POSITIVE] Got you, yeah.
[CUSTOMER][POSITIVE] We wanna make sure, yeah.
[AGENT][POSITIVE] Yeah that makes perfect sense. Let me just see what's going on and make sure usually it's because we're doing the renewal paperwork, but let me see where we're at on that. Give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's been submitted.
[AGENT][NEUTRAL] Did the broker or anybody reach out to you about the renewal or anything?
[CUSTOMER][NEUTRAL] No, not really.
[AGENT][NEUTRAL] Today, OK, OK, hopefully they handled it. Let me just get out here in the right folder and then I'll see if I can find the paperwork. Let's see, 25915.
[AGENT][NEUTRAL] Did you guys make any changes or you guys keeping the same plan with your major medical?
[CUSTOMER][NEUTRAL] The same, yeah, nothing's changed just added a.
[AGENT][NEUTRAL] Same, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, hang on, I think maybe we got it. Give me just a second here.
[AGENT][NEUTRAL] Like it was handled yesterday maybe let me look, see what this is.
[AGENT][NEUTRAL] Yes, this was submitted yesterday we uh dealt with the the broker agency. I had a couple of questions. It looks like that they needed an answer. Let's see who's a good carrier, United Healthcare, 3000 individual.
[AGENT][NEUTRAL] 5000. I'm not sure and then it came back with the number of employees eligible. So yes, this has been submitted so it's in processing once it's finished processing, which it shouldn't be too much longer, uh, then the bill will be available and then we can, um, you'll be able to see it online. I don't do you pay it online normally?
[AGENT][NEUTRAL] Or do we email? OK, OK. It should be done here pretty, pretty soon. It was just submitted yesterday from what I from what I'm looking at. So I would, it should hopefully be done by next week. Um, let me make sure I'm not missing anything. Hang on just a second.
[CUSTOMER][POSITIVE] I do, yes.
[AGENT][NEUTRAL] One second.
[AGENT][NEUTRAL] Let me make sure the form he submitted the participation. OK, yeah, he sent it, yes, this was submitted yesterday, so I'm gonna keep an eye on this, um, and check it if it's not finished by Wednesday, then maybe I'm hoping it'll be done before then, um, I'm gonna ask for status on it. What's the contact number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] OK, actually I'm gonna be out next week. I got, I can give you another person, [PII], who's who the manager actually here, um, yeah, let me, let me pull up his number. I'm sorry.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So you're out all next week?
[CUSTOMER][NEUTRAL] I am
[AGENT][POSITIVE] OK, no problem.
[AGENT][POSITIVE] We'll get this, hopefully we'll get this. OK, go ahead.
[CUSTOMER][NEUTRAL] Um, and his number is.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII]. I think I missed a digit, sorry.
[CUSTOMER][NEUTRAL] [PII] right and then [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I missed the [PII]. Goodness. OK. And then let's see one other thing, so, um, hang on one second.
[AGENT][NEUTRAL] So is your, do you get, is your email address [PII], is that how you say it at [PII]?
[AGENT][NEUTRAL] That your valid email address?
[CUSTOMER][POSITIVE] [PII]. Yeah, that is my valid email. Yeah.
[AGENT][NEUTRAL] Yeah, OK, [PII] KMD, OK, um, I'll also shoot you an email, um, on top of it too, as soon as I hear back. I'll, if you're out next week I'll call him and let him know because then I'll email you to a follow up to that as well so you'll know when you come back that what happened. So yeah, I'm gonna keep an eye.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] On it, I'm hoping it'll be done earlier next week, but if it's not done by when I come in the door, I'm gonna check it each day. If it's not done by when I'm gonna ask for them to expedite it. I'm hoping it won't take that long and then I'll give you a follow up to that or and and [PII], OK?
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][NEUTRAL] And, and let me get, let me give you my name and my phone number if you wanna leave that with [PII] just in case something happens and he doesn't hear from me. Um, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Uh huh, [PII], and you guys can reach me at this number the [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And my extension.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Sorry, talking fast. My extension is [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK. OK. I think I need you to repeat the [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so [PII].
[AGENT][NEUTRAL] Huh?
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] What's the first num what's the num? OK. I know something's weird with this connection.
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] I know something keeps sleeping out on my end too. [PII], is that what you have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, yes, perfect. OK, perfect.
[AGENT][POSITIVE] OK, OK, perfect, perfect.
[AGENT][POSITIVE] Yup, yup, yup. So I will check on this and I will let you know what is going on and hopefully we can get this resolved for you, so you don't have to worry about it.
[CUSTOMER][NEUTRAL] All right. Well, I
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great. Appreciate your help. Yeah. All right.
[AGENT][POSITIVE] All right. Well, enjoy your time off next week.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] All right. Talk to you soon.
[CUSTOMER][NEUTRAL] OK. All right. OK. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye bye.