AccountId: 011433970860
ContactId: 8f94c9ed-28ed-4d9c-8047-75a1bbf2efb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464390 ms
Total Talk Time (AGENT): 140536 ms
Total Talk Time (CUSTOMER): 173594 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/8f94c9ed-28ed-4d9c-8047-75a1bbf2efb8_20250207T15:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling uh from the employer and I wanted to ask about a new enrollment, um, and when it would be reflected on the admin portal. I don't see it see it yet but.
[CUSTOMER][NEGATIVE] Um, I would have expected that it would have been processed by now.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], do you have that group number?
[CUSTOMER][NEUTRAL] Let's see, I'm sure I can find it.
[AGENT][NEUTRAL] Oh, what's the name of the group?
[CUSTOMER][NEUTRAL] Advisors LLC.
[AGENT][NEUTRAL] You said advisors?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, and what is a good callback number in case the call drops, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you say that y'all send in an enrollment and you want to know if it would be on the next invoice?
[CUSTOMER][NEUTRAL] Well, I just don't see this person started back in December, so I would have expected to see their enrollment and.
[CUSTOMER][NEUTRAL] You know, information.
[AGENT][NEUTRAL] And what's that employee's name?
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I don't show her.
[AGENT][NEUTRAL] Oh wait.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Um, and when was this enrollment sent?
[CUSTOMER][NEUTRAL] I'm not sure, but she probably sometime last month.
[AGENT][NEUTRAL] Oh, it looks like it's on a renewal hold, so that could be an issue, or the reason why, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, well.
[AGENT][NEUTRAL] Let me double check. Give me one moment.
[CUSTOMER][NEUTRAL] What do y'all need? I mean, this is, we're in February now. What's going on?
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, I'm sure that it's in renewal hold so it's um in a renewal process and once it's done then that um invoice would be available.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't, what does that mean? I mean.
[CUSTOMER][NEUTRAL] Again, we're in February, so I.
[CUSTOMER][NEUTRAL] I'm unsure, are you needing something from me?
[AGENT][NEUTRAL] No, ma'am, um, give me one moment, OK?
[CUSTOMER][NEUTRAL] So what? OK, this is a little crazy but OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's check.
[AGENT][NEUTRAL] I got a TT.
[AGENT][NEUTRAL] The group cards about premium rates or plans for their renewal transfer.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][POSITIVE] Hey [PII], it's Kiki and care team. How are you today?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] I'm here. It's Friday, yay.
[CUSTOMER][NEUTRAL] Yeah, Friday, yeah.
[CUSTOMER][POSITIVE] Exactly. That's how I feel.
[AGENT][NEUTRAL] But um I have a, well, I might, I don't know. I have, I need help.
[CUSTOMER][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] OK, I mean, I'll see if I can help you go ahead.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I have a group contact on the phone and she was calling about um enrollment of this insurer or this employee, but I don't see him, but I showed the group is in renewal hall and I told her that it looks like a renewal hole and she said, what is renewal hall?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Isn't it like information we received from the group to re-enroll?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well yeah it's their enrollment. So what's the group number? What's the group number?
[AGENT][NEUTRAL] 21176.
[CUSTOMER][NEUTRAL] OK, let me pull it up real quick. Invite, yeah, so because of it being in enroll um in renewal hold because their renewal is [PII]. So see group was placed on renewal hold so they won't generate a bill and they won't do any enrollments until the enrollment is completed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And it's.
[CUSTOMER][NEUTRAL] So let me talk to her so that I can see if we're waiting on anything and so I can follow up on that renewal because um usually their broker or whoever's handling that should be working on that and so I can I can help her with that she can just gonna run through to me yeah.
[AGENT][POSITIVE] You're awesome. She's starting to get a little feisty.
[CUSTOMER][NEUTRAL] I don't, yeah, I would too. I mean, you know, they want to take care of their employees, so yeah.
[AGENT][NEUTRAL] Yeah, I mean, yeah, I understand, and she said the employee is supposed to have been um enrolled in December, but yeah, I didn't see it.
[CUSTOMER][NEUTRAL] OK, OK, yeah, well.
[CUSTOMER][NEUTRAL] Yeah, I'm just looking at her to see if we've gotten any, let me look at the group submissions, if there's anything on her enrollment.
[CUSTOMER][NEUTRAL] No, we don't have anything out here. Is this a uh with a file feed. That's why it's gonna come through on an electronic file feed. Yeah, send her through to me so I can do some research on this and see what we need to do to get this renewal completed because it was a [PII] renewal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she, that's when she's fuss and she said it's February, so I understand.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Exactly, yeah.
[AGENT][POSITIVE] Alright, I appreciate it. Her name is [PII].
[CUSTOMER][NEUTRAL] Mhm. [PII], OK.
[AGENT][POSITIVE] Yes, ma'am. You have a great weekend.
[CUSTOMER][POSITIVE] All right, and you too. Happy Friday.
[AGENT][POSITIVE] Oh, happy Friday. Alright, bye.
[CUSTOMER][NEUTRAL] Bye.