AccountId: 011433970860
ContactId: 89be9921-259b-49ed-8e94-4e43fff2b3e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342130 ms
Total Talk Time (AGENT): 163131 ms
Total Talk Time (CUSTOMER): 128351 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/89be9921-259b-49ed-8e94-4e43fff2b3e5_20250522T15:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the Michigan Partner Insurance and Financial Services returning your phone call.
[AGENT][NEUTRAL] Uh, yes. Give me one minute, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, can you hear me? I apologize. I was trying to get my, my, my headset wasn't working and it was going through my computer. Um, I just wanted to let you know I did, um, message you that the way this is there's no application taken, um, they always do all the enrollment on, on electronically, the broker who has, you know, sold the policy, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This group, um, it, and so it's all done electronically there would be no application.
[CUSTOMER][NEUTRAL] And because you mentioned that there was when I gave the name of the agent and agency, you said it was not them.
[AGENT][NEUTRAL] I apolog wait, hold on, I'm sorry. Give me one minute. I'm not.
[AGENT][NEUTRAL] For some reason it's not let me see if I can turn this up a little bit. OK, I'm sorry, can you please repeat that?
[CUSTOMER][NEUTRAL] Yes, when I uh yesterday I asked um.
[CUSTOMER][NEUTRAL] For additional information on the uh worldwide or worldwide United Healthcare and Plunkett, and you stated that they were not the agent agency that submitted the policy. It was a different agent. I'm trying to get a better understanding who that agent was that submitted it.
[AGENT][NEUTRAL] OK, OK, give me one minute, let me get that information for you that, um.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] That's why I asked for the application because I assumed it would just be on that.
[AGENT][NEUTRAL] OK, yes, OK, and what I could do is I could email that to you. Would you like for me to have that, I just email that name, or do you want, can, would it be OK for me to give that to you over the phone?
[CUSTOMER][NEUTRAL] I would prefer that in the email of the agent and have their the agent agency and their contact information if you have it um just because I wanna see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who that is. I'm just
[CUSTOMER][NEUTRAL] So I have some information on this with this complaint and I'm just kind of confused as to how.
[CUSTOMER][NEUTRAL] It all got here like how this person who was looking for health insurance.
[CUSTOMER][NEUTRAL] Was
[CUSTOMER][NEUTRAL] Contacted with Plunkett from worldwide, you know what whatever the agency's name is.
[CUSTOMER][NEUTRAL] They fill out that application and got Business Workers of America membership.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Through American public life.
[AGENT][NEUTRAL] OK, would you like for me to ask the agent to provide some information on how they got that how they, you know.
[CUSTOMER][NEUTRAL] I would
[CUSTOMER][NEUTRAL] Preferably I would just rather have the agent name and the agency name.
[CUSTOMER][POSITIVE] And with along with their if they have their NPN as well that would be helpful.
[CUSTOMER][NEUTRAL] And their contact information so then I can reach out to them.
[AGENT][NEUTRAL] OK, so you need the name.
[AGENT][NEUTRAL] Of the agents.
[AGENT][NEUTRAL] And contact information.
[AGENT][NEUTRAL] And the and the NPN OK, OK, well, I will, uh, give that to you and and email it. Um, is there anything else I can help you with at this point?
[CUSTOMER][NEUTRAL] And the NPN.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Not right now. I'm just looking through this whole thing, so this is part of a group plan like an Area plan.
[AGENT][NEUTRAL] Oh, yes, it is. It's a group or it's a plan, and it's purchased through uh the Business Workers Association or Business Workers of America Association, um, you know, they pulled together.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Because I'm sort of familiar with it, but I'm just trying, don't you have to be part of that group before.
[CUSTOMER][NEUTRAL] Having been.
[CUSTOMER][NEUTRAL] To be to qualify for this plan?
[AGENT][POSITIVE] Yes, yes, yes, you have, it's a good policy. You have to be a member.
[CUSTOMER][NEUTRAL] So what what's the group that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] was a member.
[CUSTOMER][NEUTRAL] Before she got the benefits, the, the group life.
[AGENT][NEUTRAL] I, you know, really, I'm not sure on how that works. Um, I can find that out for you if you would like, um.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] And it might be something that the broker would have to provide, um.
[AGENT][NEUTRAL] And so you're needing to know, was she a member already a member.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Of that group before she enrolled.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, give me a few minutes and I'll get this, um, see what information I can provide to you and if you again if you have any questions, just feel free to give me a call and I will get that information out to you as soon as possible.
[CUSTOMER][POSITIVE] OK, yeah, that sounds good thank you.
[AGENT][POSITIVE] OK, well, it's a pleasure talking to you and you have a great day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Goodbye.