AccountId: 011433970860
ContactId: 9c2beea6-3b2e-43a2-8c08-76b938e0b97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212839 ms
Total Talk Time (AGENT): 51060 ms
Total Talk Time (CUSTOMER): 142239 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9c2beea6-3b2e-43a2-8c08-76b938e0b97c_20250109T21:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you today?
[AGENT][POSITIVE] What's going on? I'm good. How are you?
[CUSTOMER][NEUTRAL] Good checking on things and that, you know, as such, um, so my PRD question for today is PRD 26191.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's called Parto Yachts, so my question is.
[CUSTOMER][NEUTRAL] Um, it's yat manufacturing company, high end, I ended up getting 3 new people, so I have 7 in total, but their their Medlink 9 plan changed from $9450 for inpatient at $1000 per day for outpatient to $9200 and I see that the, the new cards for the 4 actually the new cards for the three people came out, but I don't show.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The like the new policy numbers for the other 4 people that were on the plan that held the old 9450 plan effective [PII]. I just wanna make sure that there's no miscommunication. I did put in the, you know, in the new group authorization form that they're switching their inpatient from 9450 to 92,250. I just wanna make sure there's no problems.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It might just be a simple request to resend out those.
[AGENT][NEUTRAL] ID cards. Yeah, um.
[CUSTOMER][NEUTRAL] Other 4 people.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know what 4 people didn't get them or didn't get the new policy number?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] Um, yeah, I actually do.
[CUSTOMER][NEUTRAL] Um, because you know, normally they would have a Medlink old 9 plan policy and then a new policy that would be issued, and I don't see their new policies being issued. So, um, do you have the person, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, I see the med link. uh.
[AGENT][NEUTRAL] 1 1524 effective 2.
[CUSTOMER][NEUTRAL] Yeah, we still have time. It's not effective until the [PII], but.
[CUSTOMER][NEUTRAL] That's one more thing I gotta remember to forget.
[AGENT][NEUTRAL] Right, [PII]
[AGENT][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] I mean, the only way I could check is I don't think about it is download the report let me see what the report says.
[AGENT][NEUTRAL] Oh, I see, huh, I don't know. I might have to.
[AGENT][NEUTRAL] I might.
[CUSTOMER][NEUTRAL] I'll just send an email. Don't worry about it, but let me just.
[AGENT][NEUTRAL] OK, I was like, I might have to go to new business to see like what.
[CUSTOMER][NEUTRAL] to see like.
[AGENT][NEUTRAL] Cause it should have changed. I mean, I don't know why.
[CUSTOMER][NEUTRAL] Yeah, you, you would think, right, yeah, and it doesn't show, uh, I wonder if they have the new figures that's another thing I could change or check to, uh, let me just.
[AGENT][NEGATIVE] Yeah, no.
[CUSTOMER][NEUTRAL] Uh I'm running out of running out of desk space here. Hold on, let me just see what a 9200 inpatient, what $1000 per day is.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEGATIVE] It's 92 uh 200, it's 7414. Yeah, that's weird. They actually have the wrong price they got.
[CUSTOMER][NEUTRAL] 4 94,507,530.
[CUSTOMER][NEGATIVE] Yeah, it's messed up. They didn't change it. They kept everything 9450 instead of 9200. All right, I'll send them an email.
[AGENT][NEUTRAL] Yeah, OK. OK.
[CUSTOMER][POSITIVE] OK alright no problem alright thanks [PII] alright bye.
[AGENT][POSITIVE] Thanks. Have a good day, bye.