AccountId: 011433970860
ContactId: a3510395-8924-4ede-899a-a94da23bb8b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536650 ms
Total Talk Time (AGENT): 211645 ms
Total Talk Time (CUSTOMER): 219736 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a3510395-8924-4ede-899a-a94da23bb8b9_20250522T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], uh, calling on behalf of American OneSource and, uh, it's policy number 25054. Um, I just was noticing that I had uploaded, um, last month a new policy for Mr. [PII] for his hospital indemnity, and it looks like they put him in the $2000 hospital indemnity plan instead of the $3000.
[CUSTOMER][NEUTRAL] And that's the one that I had actually picked for him um or put on the actual spreadsheet so I just wanted to make sure that uh he was in that plan but it looked a little off to me so.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with the member's policy, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And are you calling with the group?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct. I'm the administrator on the plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment. So the 2.
[CUSTOMER][NEUTRAL] Slash broker.
[AGENT][NEUTRAL] The 25054 was the group number?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct. I can give you his actual policy number if you need me to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, please.
[CUSTOMER][NEUTRAL] Wait, say that again. I'm sorry, did you say policy number?
[AGENT][POSITIVE] Yes, I say yes, please.
[CUSTOMER][NEUTRAL] Yeah sorry it it broke up and my bad um it's 262-1974.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I'll call you back
[AGENT][NEUTRAL] OK, here we go. And can you verify his date of birth?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, let me just look it up in our system. I don't know off the top of my head.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, for the, the [PII] versus the 3000, that's in reference to the hospital admission benefit, max.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Yes ma'am, the hospital indemnity plan correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see the 2000. Um, hold on one moment for me. I'm gonna do two things. I'm getting ready to call over to broker resources. I don't know if they're gonna have you resend it or how that's gonna work. So I'm just gonna get a broker resources rep for you and then they'll be able to direct you more clearly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's perfect, thank you, [PII].
[AGENT][POSITIVE] You're welcome. Before I do that, was there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that would be all. You'd be great.
[AGENT][NEUTRAL] Alright, well thank you and thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm mm mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, I had to do that because he verified the, yeah, and he said he was the broker.
[AGENT][NEUTRAL] OK, so the same thing I do all the time, so it shouldn't be a problem. No. Where is Broker Resources? Oh, right in my face. Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, this is [PII].
[AGENT][NEUTRAL] Uh oh, I can't hear you. Did you say [PII]?
[CUSTOMER][NEGATIVE] Yes. Sorry, it's kind of faint.
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] I have um [PII] from a broker's office on the other line. Um, you want me to give you the, well, he gave me the group number and then the specific policy number. Which one did you need?
[CUSTOMER][NEUTRAL] Uh, let's see, I'm just gonna, I'm in line, so let's do, I'm on DRP. Let's do the group number.
[AGENT][NEUTRAL] OK, um, it's 25054.
[CUSTOMER][NEUTRAL] 25054
[CUSTOMER][POSITIVE] And actually you can go ahead and give me the policy because I'm already on the I got the group pulled up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's 262-1974.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So he says that when he sent in the spreadsheet um to enroll the member that he put for a $3000 max for the hospital admission benefit, but he's see, I'm sorry, he's saying $2000 and I looked at PIBFT and I see the $2000 also, but I wasn't sure, am I supposed to tell him to enroll I just wasn't sure what to do.
[CUSTOMER][NEUTRAL] So really what, because really what I'm gonna tell him is that he has to, so for us to make any changes and I don't know how it works for customer care is they have to send it to us in an email so it our email is [PII] and then when we get the email then we just put in a hub request for like y'all to change it so that's our way of tracking it but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was just basically gonna tell him to send in an email um requesting that change.
[AGENT][NEUTRAL] OK, so he doesn't have to send in like the enrollment former. Oh, I'm sorry. My phone's breaking up. I'm not trying to cut you off.
[CUSTOMER][NEUTRAL] But um so I don't know how you're going.
[CUSTOMER][NEUTRAL] Um, that would be.
[CUSTOMER][NEUTRAL] No, you're fine. That would be super helpful. I use it just for me, anytime I talk to somebody just so they can have back up to say like why we changed it, I'll usually be like, you know, just send us your enrollment form and just say, hey, um, I noticed that my um my benefit amount wasn't correct. Can you please update it to the corrected amount on the enrollment sheet?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he don't even gotta be that descriptive. He can just say please update to reflect the enrollment sheet and then we can put it in the hub and make it descriptive.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he needs to send that to sales or care team?
[CUSTOMER][NEUTRAL] Um, he can send it to sales because then we can just do a hub request.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have the sales email?
[AGENT][NEUTRAL] No, I'm getting ready to write it down. Can you repeat it for me?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Alright, well, I'm OK. I can handle that.
[CUSTOMER][NEUTRAL] Yeah, and just tell him like even if he wanna if he wanna be like super super helpful for the um her request, he can put that group number that you gave me and that policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] In the email.
[AGENT][POSITIVE] OK, and email. Alrighty. Thank you, [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Alright, have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So, um, I did speak with the rep in Broker resources. She says all you'll need to do is send an email to the broker's team, um, and I have the email for you. Just make sure you have the group number and policy number and then just, um, she said you could put a short message like please, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make
[CUSTOMER][NEUTRAL] Change this plan to the correct or correct this plan at least or something like that is what you're saying [PII].
[AGENT][NEUTRAL] Right, however you want to word it, she said it can be short and sweet or you can be detailed if you like.
[CUSTOMER][POSITIVE] OK, that's perfect. I'm ready when you are with that email.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. All right, [PII], thank you so much for your time and making that easy. I'll get that sent over immediately, OK?
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that's perfect.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yes ma'am you too [PII] enjoy the long weekend bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You also, bye bye.