AccountId: 011433970860
ContactId: a346086b-2de6-47a1-978e-3d8e921e96e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417390 ms
Total Talk Time (AGENT): 132615 ms
Total Talk Time (CUSTOMER): 78766 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a346086b-2de6-47a1-978e-3d8e921e96e6_20250212T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with insured Partners of Georgia. I'm calling from the broker's office, and I need your assistance on one of my groups, please.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, how can I help you?
[CUSTOMER][NEUTRAL] Um, um, I believe the group renews on [PII], and due to the fact they only have two enrolled, wondering if they will be able to keep the plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, good question. Let's see, let me get over here.
[CUSTOMER][NEUTRAL] It's always something.
[AGENT][NEUTRAL] Oh, that's OK. That's what we're here for. Do you have the the group number for that group?
[CUSTOMER][NEUTRAL] 26443
[AGENT][NEUTRAL] 26443. Let's see statesborough Arts Council Incorporated. Alright, let's see, let me see what I have here.
[CUSTOMER][POSITIVE] Uh huh, you got it, yes.
[AGENT][NEUTRAL] We have the Medley policy. OK, hold on just one second and let me check. So you said they only have 2 eligible.
[CUSTOMER][NEUTRAL] Um, yes ma'am, that's all they have enrolled at the present.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, thank you. Hold on just one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, I know.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding, [PII]. Um, I checked and since, um, the coverage that they have, it says that no, they wouldn't be able to because they're, um, there's a minimum of 5, that have to be enrolled in order to.
[AGENT][NEUTRAL] To stay current and be eligible.
[CUSTOMER][NEUTRAL] Must have 5, OK.
[AGENT][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] And there's no way we can get an exception, correct?
[AGENT][NEUTRAL] Um, not that I'm aware of. I mean, you can send it in the renewal information and we can we can review it. Do you think you'll have more people maybe sign up at that time?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um, we won't get to 5 now.
[AGENT][NEUTRAL] You won't get to 5, OK, yeah, they're saying it has to be a worse it has the requirements are as a minimum of 5, to be eligible.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, was the renewal sent out or anything or a letters telling them that it would not be renewing?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And we sent out the renewal information unless we've received the documents then we wouldn't know, but let me just look and see when we sent that out if we've got anything in.
[AGENT][NEUTRAL] See, one second.
[CUSTOMER][NEUTRAL] Because I don't think our brokerage firm here has received a copy.
[AGENT][NEUTRAL] OK, let me look and see what we've done. One second here.
[AGENT][NEUTRAL] [PII], is that you?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, so I see an email from [PII] on [PII] where she sent you the renewal information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], hold on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And said something about the groups not meeting the minimum participation requirements.
[CUSTOMER][NEUTRAL] Hold on [PII].
[AGENT][NEUTRAL] At [PII] if that helps, I always have to know the time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I can't believe we're.
[AGENT][NEUTRAL] I can resend it if you need me to.
[CUSTOMER][NEUTRAL] You just forward it to me please.
[AGENT][NEUTRAL] OK, now let me forward it to you.
[AGENT][NEUTRAL] What's one here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll just forward it forwarded it to you.
[CUSTOMER][NEUTRAL] OK dear.
[AGENT][NEUTRAL] Coming from [PII].
[CUSTOMER][NEGATIVE] I can't believe I'm working on April stuff.
[AGENT][NEUTRAL] Oh, I know. It's yours going by fast.
[CUSTOMER][NEUTRAL] One group, one group of July, I got some documentation on it this morning. I said, my Lord, give me a break.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I know time's going fast. I needed to slow down. The holidays came way too fast.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Here it is I have it.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Alright dear, OK, thank you very much.
[AGENT][POSITIVE] You're most welcome, [PII]. Thanks for calling APL and you have a good day.
[CUSTOMER][NEUTRAL] Same to you bye bye.
[AGENT][NEUTRAL] Uh bye bye.