AccountId: 011433970860
ContactId: 8f358bbb-3683-47f7-a26b-6d4c8ac72cac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636950 ms
Total Talk Time (AGENT): 303337 ms
Total Talk Time (CUSTOMER): 235355 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8f358bbb-3683-47f7-a26b-6d4c8ac72cac_20250331T19:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], the broker agent, and I'm calling on a group regarding to issues.
[AGENT][NEUTRAL] All right, do you have the group number?
[CUSTOMER][NEUTRAL] Yes, it is a
[CUSTOMER][NEUTRAL] Hm, where is it?
[CUSTOMER][NEUTRAL] Disappeared here uh.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Or I can look it up by name if you need me to.
[CUSTOMER][NEUTRAL] No, no, I have 22676.
[AGENT][NEUTRAL] 22676.
[AGENT][NEUTRAL] Torino Industries, right? OK, how can I help you?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, so the smaller issue is that the dependent under [PII], which is [PII], I'm looking here at the report and they have the dependent listed as gender female, that should be a male.
[AGENT][NEUTRAL] OK, the dependent [PII] needs to be a male. OK, needs to be.
[AGENT][NEUTRAL] Oh, OK. And then what else was the other issue?
[CUSTOMER][NEUTRAL] OK, is that an easy fix?
[AGENT][POSITIVE] Well, you'll probably you'll have to email it to us because we'll have to have something from you in writing, but yes, we can fix that very easily.
[CUSTOMER][NEUTRAL] Well then I'm gonna have to email the fact that you guys incorrectly processed the enrollment form when it was submitted.
[AGENT][NEUTRAL] OK, oh, on Mr. OK, let me just look and see what we have in our file. Give me just one second. If that's the case, I should be able to pull it out. OK.
[CUSTOMER][POSITIVE] That is correct, yeah, because then you know you you guys made the mistake. It's, it's not incorrect on the form.
[AGENT][POSITIVE] Oh, absolutely. OK, cool. Let me see if I can get access to that form. Give me just one second.
[CUSTOMER][POSITIVE] No problem, take your time, yes ma'am.
[AGENT][POSITIVE] Appreciate it.
[CUSTOMER][NEGATIVE] You know, I can do the email, but you know, in this case it wasn't, it was a mistake on you guys' part.
[AGENT][POSITIVE] Right, so if we have it, then that's my misspeaking, so I apologize. I'll do what I can to get it taken care of, not a problem.
[CUSTOMER][NEUTRAL] OK, no, no, that's fine.
[AGENT][NEUTRAL] Let me just look and see if I have access to it.
[AGENT][NEUTRAL] What is the enrollment at the paper enrollment, OK.
[AGENT][NEUTRAL] See it's in the folder.
[AGENT][NEUTRAL] What's the effective date on this one? Give me just a second.
[AGENT][NEUTRAL] So
[CUSTOMER][NEGATIVE] It was a loss of coverage and it was um.
[AGENT][NEUTRAL] So he's had covered since [PII]. So let's see, just looking to see which folder.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Was this something recent? Was he recently added or it's this?
[CUSTOMER][NEUTRAL] Yeah, I'll tell you I'll I'll give you the date um when he was at it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I can probably find it right here.
[CUSTOMER][NEUTRAL] He was at a [PII].
[AGENT][NEUTRAL] OK, it's probably in that folder then thank you. Let me go to the 23 folder.
[CUSTOMER][NEUTRAL] And it was uh it was an email sent to [PII], uh, which is the not sure how you, you know, the agency representative.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, we got a couple of emails in here from [PII]. Let's see.
[CUSTOMER][NEUTRAL] Yeah, uh, the email was, uh, some I I sent it to [PII], uh, on [PII].
[AGENT][NEUTRAL] Oh, I don't have any December email.
[CUSTOMER][NEUTRAL] So he might have
[AGENT][NEUTRAL] Let me look, give me in another spot. Give me just a second here. I'll get through all these. We usually put all them in the same spot, so don't anything from this number doesn't necessarily mean that he didn't send it. They're supposed to be put in this folder so I don't have anything on that, but I will ask if we can get that corrected. Mhm.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well I mean I could forward you this email right now.
[AGENT][POSITIVE] Oh yeah, yeah, if you would do that, that'd be great if it has all that on there, then that's perfect. That would be, that would be easier than you have to do a whole new email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] What is the preferred email to send to?
[AGENT][NEUTRAL] I would send it to the [PII] email address. It's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I mean I'm not sure that this would be critical in in a claims processing scenario, but it should be correct.
[AGENT][NEUTRAL] Well, it still needs to be changed. I, I totally agree.
[CUSTOMER][NEUTRAL] OK, I just forward that.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Uh, issue number 2 might be a little more serious because the dependent under [PII], uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me open here.
[CUSTOMER][NEUTRAL] Let me go back to the page.
[CUSTOMER][NEUTRAL] OK, the dependent [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Shows terminated.
[AGENT][NEUTRAL] Uh oh, OK.
[CUSTOMER][NEUTRAL] should be active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There was never a request sent.
[AGENT][NEUTRAL] The term, OK.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Recent terminations was the spouse of [PII] and also [PII]. So I'm not sure, it's an assumption if in one of those terminations, [PII], dependent child, was incorrectly terminated.
[AGENT][NEUTRAL] And this is under the same employer group?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Everything's the same. It's under the we're talking about the same employee, yeah, same employee, [PII], same same.
[AGENT][NEUTRAL] OK, just making sure. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, under, OK, under March, OK, OK, sorry, just making sure I'm on the right, right person here. OK, let me pull up. Let me go grab something on him really quick so I can look at everything that's on his policy.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, same employee
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See what's going on with this.
[CUSTOMER][NEUTRAL] I ran into this because there's another employee being terminated which I sent [PII] the request and I was looking through here and I saw this, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Gotcha. Good catch. OK, so [PII], do show that she has been dropped. Let me look at the notes and see what's going on and see if we have any.
[AGENT][NEUTRAL] Oh why that happened.
[CUSTOMER][NEUTRAL] No, no, no, the issue is not [PII]. The issue is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got him too. I think I saw him on here as well. Give me just a second. Let me get back over there.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] [PII], do you see that he's been dropped, so let me see if there's notes on here why we did that. Oh, let's see.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Percus dropped spouse and independent one. Not dependent 2 is [PII] and dropped 2. Applied new premium and coverage. So how old is he? Let me go look, see what we have his age listed as.
[CUSTOMER][NEUTRAL] It, it doesn't matter. [PII] in [PII] it's through age [PII].
[AGENT][NEUTRAL] It's OK, maybe that's maybe our customer service department did not realize that you're right, it is age [PII] on that. OK, so let me get with our customer service on that one because that's what the this note in December is that they dropped the spouse and and the first dependent. Not dependent 2 is [PII] and dropped 2 applied new premium coverage type. OK, so that there's a note in here saying that from what I'm reading, we did that and it should be till [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I mean, the premium doesn't get affected here because there's, there's children covered, you know, and you know, whether it's one extra kid or not doesn't affect the rate. The the main thing is that as you're reading, the people or the customer services, if that's who you're indicating, terminated a dependent when it hadn't been requested and it didn't qualify for that. As in [PII], dependents are able to stay through [PII]. [PII] came off because she turned [PII].
[AGENT][NEUTRAL] Right, but that's why they they dropped him because of the age.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right, yeah, OK, yeah, I will get that taken care of, so I don't understand why he's off there, but I'm gonna go with customer service. Let me see if your emails came through. Give me just a second and I'll handle both of these at once.
[AGENT][NEUTRAL] OK, yeah, I do. So I'll call over there I'll let them know what's going on and that he shouldn't have been dropped, and if there's any different information for some reason, what's the contact number for you that I can reach you at?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] area code [PII]. OK, my name's [PII]. Let me check on that and I'll get back with you here in just a little bit to make sure that we're on the same page with that and tell them that we need to get this name, uh, the sex on Junior changed to male from female. Yes, yeah, I'll get that taken care of and give you a call back, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The sex corrected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, [PII].
[AGENT][POSITIVE] No thank you thanks for letting us know and we'll get it taken care of.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Sure we talk soon thanks bye bye.
[AGENT][POSITIVE] Thank you bye bye.