AccountId: 011433970860
ContactId: 7e85474e-f6e5-4e3a-b9c1-5ecafd2b01b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426609 ms
Total Talk Time (AGENT): 143964 ms
Total Talk Time (CUSTOMER): 133221 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7e85474e-f6e5-4e3a-b9c1-5ecafd2b01b7_20250210T18:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, [PII]. How are you doing?
[CUSTOMER][NEUTRAL] I'm good, um, you may or may not be able to help me, but I'm gonna try here first so I have an employee on the phone with Dream Life Recovery. Uh, that group number is 26,260.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And she said that the broker agency submitted a new enrollment for an effective date of [PII]. She's already, she has a policy, but she's increasing her policy benefits from 3000 to 5.
[CUSTOMER][NEUTRAL] Her outpatient benefit.
[CUSTOMER][NEUTRAL] And um she said that it um should have been effective [PII] and she enrolled in [PII].
[CUSTOMER][NEUTRAL] And I don't see a new policy in my end yet for her, but I am reading the notes um on um the employee notes, and it says that the renewal processing is on hold pending new master application from sales showing [PII] as the state issued, and I don't know if it's kind of held up in that I'm just trying to verify if we have the application.
[AGENT][NEUTRAL] Let me see what we have in the folder for this group.
[AGENT][NEUTRAL] Who is the employee?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I think she said she does their billing.
[AGENT][NEUTRAL] Of course, because those are the ones who always.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] If it's not the HR director, it's the person who does the billing or the owner's wife.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have something on.
[AGENT][NEUTRAL] Spreadsheet for her, but let me.
[AGENT][NEUTRAL] Let me see what it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do see that she increased it to the 5000 effective [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it has not yet been processed, correct?
[AGENT][NEGATIVE] It hasn't. It makes me wonder how many more have not been processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I don't know what to tell her.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't know either. This is not one of my groups. Let's see.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there's an email from the [PII]. Let's see what this is.
[CUSTOMER][NEUTRAL] I they're reviewing to change the state issued from PA to [PII].
[CUSTOMER][NEUTRAL] Just reading the employee notes employer notes.
[AGENT][NEUTRAL] I don't see that a master apples ever since.
[CUSTOMER][NEUTRAL] It says no waiting period per master application.
[CUSTOMER][NEUTRAL] And it also says temporary lapse group so it will not be waiting for new master policy.
[AGENT][NEUTRAL] Uh, Master Policy and Master App are two different things.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So the application is what she would have completed, right?
[AGENT][NEUTRAL] But um
[AGENT][NEUTRAL] Well, they did a census enrollment, so she wouldn't have completed anything.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEGATIVE] But I still show this out of [PII] unless they're doing the billing. Everything is showing out of [PII], so it's like nobody's done anything with this.
[CUSTOMER][NEUTRAL] So it says the renewal processing is on hold pending new master application from sales showing [PII] as the state issue.
[CUSTOMER][NEUTRAL] That was dated on [PII].
[AGENT][NEUTRAL] They just
[AGENT][NEUTRAL] OK, so [PII], they just did the renewal.
[AGENT][NEUTRAL] No process on the name master application from sales showing [PII] as a state.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] I wonder if we can.
[AGENT][NEUTRAL] And let me look documents.
[AGENT][NEUTRAL] Look at this group.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm gonna have to get with NAS and see what what the hold up is on this um.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] It's a subdivision of venture. Venture is showing to be a Florida group. It's group number 262-01.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the, the 26,260 that you gave me.
[AGENT][NEUTRAL] 21 it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I don't know how all along this got.
[AGENT][NEUTRAL] Sideways.
[CUSTOMER][NEUTRAL] Well, I can at least confirm we do have the application, right?
[AGENT][NEUTRAL] We do have the application and it.
[AGENT][NEUTRAL] I don't even know what to tell her.
[CUSTOMER][NEUTRAL] I'm just gonna say in process or something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I, I would leave it at that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry, I wasn't much more help, but I'll try and dig into this a little bit for you and see what I can find out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, you took really good help. You told me it was here. That's what I was needing to know, you know.
[AGENT][NEUTRAL] We, we do have it. I just.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the hold up.
[AGENT][NEUTRAL] I don't know what the hold up is here, so.
[CUSTOMER][POSITIVE] OK. All righty.
[AGENT][NEUTRAL] Let me get with NAS and see if we can figure it out.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Uh bye-bye.