AccountId: 011433970860
ContactId: 93d69a0f-4b32-464f-a375-bd901370893f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 581330 ms
Total Talk Time (AGENT): 217260 ms
Total Talk Time (CUSTOMER): 307119 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/93d69a0f-4b32-464f-a375-bd901370893f_20250109T18:01_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am with uh Home Comfort Enterprise in [PII]. Hold on a minute, let me get you my uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Crap, come on.
[CUSTOMER][NEUTRAL] Uh, let's see, group number 18735.
[AGENT][POSITIVE] Perfect, give me a second to get that one pulled up for you, Ms. [PII].
[AGENT][NEUTRAL] You said
[CUSTOMER][NEUTRAL] So is our uh broker [PII] done anything for the [PII] year yet?
[AGENT][NEUTRAL] Um, and I just need
[CUSTOMER][NEUTRAL] Because I know that there was a rate difference and then I physically just went in there and entered a new employee and I'm not sure whether I picked the right product, but it is what it is.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, absolutely, and Ms. [PII], do you mind if I just verify some information with you real quick?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, would you mind verifying for me pretty please the address of the company?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. And could you verify for me please, just the phone number on file and the email on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect and just that email on file as well.
[CUSTOMER][NEUTRAL] It should be mine [PII].
[AGENT][POSITIVE] Wonderful thank you so much for going through that process with me. I greatly appreciate it and so we wanna know as far as the update goes I do show that you are still in renewal in the renewal process for the [PII] calendar year, and then we wanna know if we have the right product for your new insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I, I just added, uh, [PII] as of [PII] to our stuff, so I just wanna make sure that y'all received that. I see that it's been added and I see that the address is incorrect.
[CUSTOMER][NEUTRAL] Oh Jesus Christ, I put in the correct address. Come on, folks.
[AGENT][NEUTRAL] That your address?
[CUSTOMER][NEGATIVE] And it won't let me change it.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] The address for your insured or the address for you?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] From [PII], OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I was about to say, you just gave me the address and that.
[CUSTOMER][NEUTRAL] So I went in there and I added her because she had coverage a couple of years ago but she has, she canceled it and now she's back on it and congratulations, it won't let me get to anything and it won't let me change her address so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's wonderful.
[CUSTOMER][NEUTRAL] So she signed up as of [PII] because we're an open enrollment and it's got me locked out of hers so if y'all send anything to her it will be to the wrong address.
[AGENT][NEUTRAL] To the wrong address, OK. I am not showing her listed on the policy as of yet. Now that could be because the group is still on hold because it's in the renewal process, um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Great, so she has uh she has a procedure that's taking place within the next couple of weeks and I need to get her an ID card.
[CUSTOMER][NEUTRAL] So it says 48 hours, so let me see if this shows up in 48 hours on the website.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I just put her in there.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII]. And then let me see as far as
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEGATIVE] I just need you all to communicate with [PII] Goff. I need this stuff done. He's bad about doing it behind the eight ball and um it's a problem.
[CUSTOMER][NEUTRAL] So I need y'all to contact the broker and start asking him questions.
[AGENT][NEUTRAL] Um, OK, one second.
[CUSTOMER][NEGATIVE] So this is the only one that I have not received. It was mailed on the [PII]. They said that they received it if I'm correct, but we have not gotten any kind of confirmation that it's good to go. Uh, Livingston is done.
[CUSTOMER][NEUTRAL] Uh, City of Baker, uh, wait, what is this one?
[CUSTOMER][NEUTRAL] City of [PII] that was occupational um we already got the mechanical for.
[CUSTOMER][NEUTRAL] What is this one, parish of Ascension, so that's the only one that I'm really waiting on and we got all the plumber licenses done, it's finished.
[CUSTOMER][NEUTRAL] So I'm not sure how you wanna I mean I called over there and they're like yeah we're going through the stack, so if you wanna call and just double check.
[CUSTOMER][NEUTRAL] You know, I think that's it. Oh, and you got that.
[CUSTOMER][POSITIVE] OK, for the time being, yes, thank you.
[AGENT][NEUTRAL] Miss [PII], do you mind if I put you on a quick hold and just um see if I can get some further information for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, what are we getting further information on first?
[AGENT][NEUTRAL] Um, yes, I am wanting to get a little more information as far as your renewal status and then, uh, clarifying.
[AGENT][NEUTRAL] Um, if we have any information that's come in already from your broker.
[CUSTOMER][NEUTRAL] OK, so, uh, oh, OK.
[AGENT][NEUTRAL] OK, I'll be right back with you, OK, my friend?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm wonderful thank you so much for asking. Hey, I have um a group on the line and I think they probably need to speak with somebody in your department, um, but they wanna know about uh their group renewal and then they wanna know about they have a brand new insured who should have just joined [PII], um, and they wanna know about like making sure she is active and good to go and has an ID card even though that they're on hold for their renewal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, let me get a hang on let me get aliance screen up sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][POSITIVE] Works working on a project and we got to log into my end. Goodness gracious me. OK, what is that group number?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] We're looking for group number 18735 Home Comfort Enterprises. I have [PII] on the line and she verified everything with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, renewal when when these are still in renewal hold?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's a renewal hold. We won't, they won't add anybody or send anything out until it's been taken off of renewal hold. So yeah, I'll have to check and see why it's still on renewal hold. And was there anything else that you needed? I'm sorry.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yeah, so she, because she had tried to update her insured, um, and a new one coming through, and she is, I guess the, the mailing address for that insured is wrong, and now she can't change it through the online service center. And then, um, the insured has like a procedure coming up in the next week or so and needs some like an ID card to verify. And then the other thing I just wanted to let you know is she expressed like a lot of upset.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, she feels like her broker is like not taking care of her, um, and is not, um, handling things in a timely manner. And so she is pretty upset about that. She actually wanted me to like hassle her broker for her, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Yeah, we will reach out we'll reach out. We'll take, yeah, because I mean they should be if you, if you hopefully this is the same one still servicing the group so I'll check into all that as well and we'll see what's going on regarding that as well and address that for her.
[AGENT][POSITIVE] OK, perfect. Do you mind if I transfer her to you and and let you give her that as the update? Um, OK, perfect. I really appreciate it. Thank you so much, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm, no, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mm good thank you.
[AGENT][POSITIVE] Yeah, my pleasure.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hey there I have [PII] on the line and she is um with our broker resource department and she's going to um be able to take over the call and just give you a little more information than I was able to provide is that OK?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. She said that you're having some issues with the renewal with the account manager as well is that correct? Well I mean I've had very little communication with them. I'm seeing that the new plans are not even in there because the new rates are not in there for January so um hey it is what it is. Yeah, I understand. Well, I'll double check with the agent issue, see what's going on with her, see if we can get that resolved, but let me just look here so.
[CUSTOMER][NEUTRAL] OK, we have a 11 renewal. Let's see. I just added an employee back and I need to change her address. What's the name of that employee, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, what's the correct address? I can get that updated for you. Uh, hold on.