AccountId: 011433970860
ContactId: 714f162d-0e25-4735-a64f-0a5d188a1901
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452570 ms
Total Talk Time (AGENT): 98723 ms
Total Talk Time (CUSTOMER): 162717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/714f162d-0e25-4735-a64f-0a5d188a1901_20250306T17:59_UTC.wav
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[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh yes, I'm sorry, I didn't hear if anyone's there. How are you?
[AGENT][NEUTRAL] Hi, this is Ta[PII]ith APO.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, I'm calling on behalf of, um, I'm calling with the broker's office on behalf of a client. It's Health Holdings. Their account number is 2, yes ma'am. The account is 25647.
[AGENT][NEUTRAL] ho[PII]
[AGENT][NEUTRAL] [PII]nd your name is Su[PII].
[CUSTOMER][NEUTRAL] My name is Mo[PII].
[CUSTOMER][NEUTRAL] And I'm with USI Southwest.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] They're on a Mo[PII]I'm trying to see.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Let me see if I can tell you any information because I don't see the names listed as one of the contact.
[CUSTOMER][NEUTRAL] It's Mo[PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, and it's USI Southwest. You may have Bethany Lo[PII]r Cassie Sl[PII].
[CUSTOMER][NEUTRAL] Listed.
[AGENT][NEUTRAL] That's.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Uh, so I spoke with the client, uh, Je[PII]his morning, um, maybe about 10 or 15 minutes ago, and she indicated that she had called in and was told that their policy is canceled.
[CUSTOMER][NEUTRAL] Like the entire group policy is canceled, but they have paid through February.
[AGENT][NEUTRAL] for Hill coins 256-47.
[AGENT][NEGATIVE] I did not show it as canceled.
[CUSTOMER][NEUTRAL] You said what? I'm sorry?
[AGENT][NEUTRAL] I don't show it is canceled. I show this it's active.
[CUSTOMER][NEGATIVE] OK, are you able to see any call notes because she was very upset. I don't know what number she called, but she said yes, they told me it was canceled.
[AGENT][NEUTRAL] So I show
[AGENT][NEUTRAL] What's weird is I show.
[AGENT][NEUTRAL] The group is active, but I don't show.
[AGENT][NEUTRAL] That the college.
[CUSTOMER][NEUTRAL] She referenced a couple of members um let me see if I can pull those up.
[AGENT][NEUTRAL] Yeah, I was gonna say I showed that there's tons of members that are lapsed, but the group itself still effective, and it says it. So let me see something real quick. Let me check a screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm quite of getting in here. She was sending me the names of the individuals, so let me get in here.
[CUSTOMER][NEUTRAL] And that just means they're terminated, correct, and they would.
[AGENT][NEUTRAL] Let's see, cause I'm looking at some notes and I see where there was some refunds given back. Um, let me see what about.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, this one is a little bit more complicated than I thought. I'm gonna have to do a little research, and let me get your phone number, and then that way I can give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you the name of the two employees? There's two of them that I guess had called in and those individuals were told they had no coverage as of 31.
[CUSTOMER][NEUTRAL] Um, so maybe that will help your research. I'm not sure, um.
[CUSTOMER][NEUTRAL] One I'm gonna butcher the name if I try to say it, um.
[CUSTOMER][NEUTRAL] Ma[PII]s the first name.
[CUSTOMER][NEUTRAL] Last name is A [PII].
[CUSTOMER][NEUTRAL] [PII]nd the other one is Ta[PII].
[CUSTOMER][NEUTRAL] [PII]m, the client told me both are active members, but that APL told them that their policies were terminated.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I did notice that they were all every employee was termed or.
[CUSTOMER][NEUTRAL] Everybody's term yeah and they said their accounting department paid the bill and so they're confused.
[AGENT][NEUTRAL] OK, and you said the bill already went out.
[CUSTOMER][NEUTRAL] Yeah, they said that they per their accounting department they paid through February.
[CUSTOMER][NEUTRAL] And they have payment confirmation, um, and then.
[CUSTOMER][NEUTRAL] Who do you show as the billing uh like the contact because.
[CUSTOMER][NEUTRAL] Right now it looks like the only contact is.
[AGENT][NEUTRAL] It still has Gi[PII].
[CUSTOMER][NEUTRAL] Gi[PII]s a contact, OK, and then you have Be[PII]ho's kind of upper level and at USI.
[AGENT][NEUTRAL] Right, yeah, I do still have Be[PII]n here.
[CUSTOMER][NEUTRAL] OK, but you do so show Gi[PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so what would be, um, so I need to call the client back so what do you think would be an appropriate expectation to get her as far as timeline?
[AGENT][NEUTRAL] Um, well, I'm gonna research it and then give you a call back here in a second.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][NEUTRAL] Is the number you call from a good number? Is the 51[PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect. I'll give you a call back, OK, Ms. Mo[PII]?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Uh huh bye bye.