AccountId: 011433970860
ContactId: a4a43c52-72b4-486e-b3cb-650f083567d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 821520 ms
Total Talk Time (AGENT): 203992 ms
Total Talk Time (CUSTOMER): 194004 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/a4a43c52-72b4-486e-b3cb-650f083567d2_20250128T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Fortune Insurance. How are you?
[AGENT][POSITIVE] I am good today how are you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm doing all right. Um, I was calling as a follow up, um, to a call that I made last week in reference to our client, uh, Centurion Restaurant Group. The group number is 21471.
[CUSTOMER][NEUTRAL] Um, they have 5 employees that because they have 2 gap plans and they have 5 employees that it appears that they're on the right gap plan when I, when I pull the the enrollment report from the APL portal, but they're getting charged the wrong premiums and when providers call to verify benefits they're quoted the incorrect benefits for the other gap plan.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I addressed this last week and it's being worked on, but the group uh HR department is really anxious. They wanna see if it's been fixed and I haven't heard back. Is there any way that you could help me check on this?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right. I have the group pulled up. Can you just verify again your name? I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII], uh.
[CUSTOMER][NEUTRAL] I don't know if there's any way you could reach out to her. [PII] was involved in in this helping me.
[AGENT][NEUTRAL] OK, [PII], let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's in the broker resource team.
[CUSTOMER][NEUTRAL] Let me see, she emailed me on Friday because on Friday they told me that it, it would be fixed by the end of the day. Somebody else I spoke to, they asked me to send it to um the care team, but then [PII] said also she's working on it with um their enrollments and their new business team, so I don't know um if there's any way you could contact.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] or somebody else in the other units that are working with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah she's not in office we we have like a colleague meeting today in office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And so we have some agents that are out unfortunately today and I don't see [PII] is even um.
[AGENT][NEUTRAL] Available. It looks like she's not in. It looks like it shows her out of office. I was trying to read the notes to see if I saw any sort of like new information on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, you, it may be somebody else in broker resources you may need to talk to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is this [PII] a good call back number if anything happens on the call?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me reach out to my help desk and see what we can figure out on this. And, um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] I don't mind at all. Thank you.
[AGENT][POSITIVE] Thank you so much. One moment. Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] over in customer care. How are you this morning?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I'm doing OK. Um, hey, can I give you a group number and you look at it and I'll tell you kinda what I got going on.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, the group number is 21471.
[AGENT][NEUTRAL] And it should be uh Centurion Restaurant Group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm speaking with an [PII], and she apparently has been in contact with [PII].
[AGENT][NEUTRAL] They're having some issues with premium, and she says that the premium is showing the wrong amount and I guess the benefits like when we're quoting benefits is wrong and [PII] she said has been working on it.
[AGENT][NEGATIVE] Um, but [PII]'s not in, and I wasn't really sure who could help her since it's like a premium issue. I don't know if that's something you can even help with or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That if [PII]'s not in um and it's dealing with benefits or premiums not being correct your next um person or someone to reach out to would would be um customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and they should be able to look at like the files that are that have been sent in as far as um how the policies were issued, um, so yeah, when it comes to something like that, if, if the, um, sales rep or broker resource person is not available, customer service or new business is gonna be your go to.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm so sorry for bothering you.
[CUSTOMER][NEUTRAL] No, you're fine. You're fine.
[AGENT][POSITIVE] Thank, thank you so much. I'll note that down. I'll call over there and see what they got.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Oh my God, how embarrassing.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] [PII], thank you so much for patiently waiting on that. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Yes, of co[PII]. No, no, no, you're good. I appreciate you taking the time to help me.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, no, so I reached out to somebody over in um.
[AGENT][NEUTRAL] Uh, billing and she was like, you know, um, to reach out to customer service. So anyways, I called over there and it's busy, there's nobody there and then I checked and it looks like everybody in that department is in this meeting, so.
[AGENT][NEUTRAL] I don't, I can try and call you back later or you could call us back after lunch. I know everybody will be back then whatever works better for you. It just doesn't look like anybody's available right now. I'm so sorry.
[CUSTOMER][POSITIVE] No, no, it's OK. I, I get, I, I understand it's not your fault. All right, so what I'll do because the group is eager to get this resolved, um, I am going, yeah, I'm going to, uh, wait for after lunch and I'll call back um to to to touch base and see where we're at with everything, OK?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yeah, absolutely, yeah, so everybody should definitely be back in like I said by lunch after lunch time. So if you call back then, um, maybe even [PII] will be in by then, you know, and we can get you over to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good. Well, thank you so much. I appreciate you taking the time um to look into that for me. I hope you have a great rest of your day, OK?
[AGENT][POSITIVE] Oh, my pleasure. You too. Take care.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye-bye.