AccountId: 011433970860
ContactId: a7139611-3ecc-4ea4-bd18-536ce1afdb72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 804700 ms
Total Talk Time (AGENT): 317959 ms
Total Talk Time (CUSTOMER): 365702 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/a7139611-3ecc-4ea4-bd18-536ce1afdb72_20250130T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Access Insurance in [PII]. How are you?
[AGENT][NEUTRAL] Doing well, [PII] how are you?
[CUSTOMER][NEUTRAL] I'm doing well. I have been desperately trying to get an alternative proposal, and I have a meeting with a client in the morning, um, so I sent it in yesterday, and I haven't heard anything back. I know that everybody's in a meeting, but
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we just need to check on the status of that?
[CUSTOMER][NEUTRAL] Are they out of the meeting?
[CUSTOMER][NEUTRAL] Yeah, I, yeah, I think I even got an email from you guys saying that it was.
[CUSTOMER][NEUTRAL] You know, that you got it, so.
[AGENT][NEUTRAL] OK, you did get an email saying it was received. OK, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you'll have to forgive me um what was this proposal in regard to uh was this for a group?
[CUSTOMER][NEUTRAL] Yeah, yeah, no, don't, don't apologize, you're good to go. It's the, the group is, um, the group is called um governmental Management.
[CUSTOMER][NEUTRAL] Services
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It is group number is 21302.
[AGENT][POSITIVE] Perfect. OK.
[CUSTOMER][NEUTRAL] And I think it was [PII].
[CUSTOMER][NEUTRAL] I, I sent it to [PII] again today, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, give me just a moment.
[AGENT][NEUTRAL] Alright, um, [PII], I'm going to put you on a brief hold um I'll see if [PII] is available if she's not, I'll see if at least someone else in that department is so that we can get an update for you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well, yeah, so she said that she was going to get it to somebody. I just, I, I needed.
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] I see, sure, no worries, yeah, we'll get you taken care of. Give me just a moment, OK? I'm just gonna put you on a hold.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bringing
[CUSTOMER][NEUTRAL] From UPL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good, how are you?
[AGENT][NEUTRAL] Doing all right thank you um I'm honestly not quite sure if this was uh something that would go to y'all or not um I have an agent on the line and he said that he sent a proposal and he's waiting for a response back. uh, he said he was in contact with [PII] but that she was going to hand it to somebody else. Um, I do see a note in the group that it was going to go to sales and I, I think that's y'all, right?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, what, um, OK, so who's the agent?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] His name is [PII]. He said he's with Access Insurance. Um, I have the group number.
[CUSTOMER][NEUTRAL] OK, what's the um
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] It is 21302.
[CUSTOMER][NEUTRAL] The is it governmental management services?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Who's, and his name is [PII]?
[AGENT][NEUTRAL] He said his name is [PII]. I did not get a last name. Um, I do see the last note is regarding him, um, about this, he said, um, alternative proposal.
[AGENT][NEUTRAL] And I'm not quite sure what [PII] he was referring to either. I was going to send this to group billing, but I didn't know if that was.
[AGENT][NEUTRAL] Something for them or not.
[CUSTOMER][NEUTRAL] No. OK, so, well,
[CUSTOMER][NEUTRAL] What's weird is the agent is not [PII], so I'm kinda confused.
[AGENT][POSITIVE] Yeah, that's what I saw too. I am too.
[CUSTOMER][NEUTRAL] Um, OK, so agent called to see if he could get someone to respond to his email. He is wanting to get in this proposal for different plan design than what he originally quoted for this group. Sales was at a meeting, so he did not transfer the call. Advised him to resend the email, and someone would get the day he's in a panic because he has a meeting with the group this afternoon.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What? OK, hold on.
[CUSTOMER][NEGATIVE] The problem is this is a um.
[CUSTOMER][NEUTRAL] This is a Florida group.
[CUSTOMER][NEUTRAL] And they are, they do things differently is all, yeah, so for him to be like which.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's neither here nor there for me or you, it's just they just are under national agency solution, um, which is basically a like a third party insurance company that, um, like covers [PII], so whether it's with which they the broker doesn't need to know that but just for you and I like it could be like NAS could be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like it could have been sent to NAS. I'm trying to see if I can find his email in the folder. Hold on a second, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's OK. This is all new to me anyway, um I was like, oh goodness, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's just they're they're a tough one to,, OK, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Access Insurance Group. Let me see. Good afternoon if possible, can you please help the agent below with the group 21302. He is with [PII]. OK, that there we go, and he stated he needs the quote today because he is meeting with the group this afternoon. He will get back, blah blah blah. He called during the meeting.
[AGENT][NEUTRAL] Yeah, that's him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry to dump this on you.
[CUSTOMER][NEUTRAL] No, no, no, no, you're OK. Can I get an um alternate pricing for governmental management services group 2 and 3? You may, we may be changing the out of pocket amount at this renewal currently 1500 inpatient max, 1500 outpatient benefit. I don't know, uh, it's not gonna get done today. That's the problem like it uh.
[AGENT][NEGATIVE] And that's the thing like um he said he just sent an email and I was like, he said the only response he's gotten was that it was received and I was like, man, that stuff takes time.
[CUSTOMER][NEUTRAL] Mm mm. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, for one, yeah, it takes time and then for like 234 and 5 like we had an all person like we had an all colleague for him all day today. Were you there too? So it's like, yes, yeah, so it's like none of us have been here to like do any of this.
[AGENT][NEUTRAL] Oh yeah, yeah, yeah. Oh yeah, and OK see.
[AGENT][NEUTRAL] Yes, yes, I was there.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] That's the one he said he called uh earlier. I thought he meant maybe like a couple of days ago when they were having it in [PII], but it was just today.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, I wonder if [PII] is, hold on, [PII] takes care. Oh, she is here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's just not getting it. I mean, it's 2:20 like if he's in [PII], then it's what 3:20?
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] I know that's what I'm like, and I could tell that he, he was like in a boom boom, let's get this done, like I've got to get this done. I'm just like, sir, you should have started this a while ago.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, no, yeah, like, not today.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hold on, I'm gonna put you, can I put you on hold just really fast and let me call [PII].
[AGENT][NEUTRAL] You're fine, yeah, of course, um, I'll pop in with him. Sure, I'm gonna pop in with him, so I'm gonna put you on hold as well, um, and then I'll just, you know, let him know that we're, I'll get him taken care of in a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll put you on hold. I'll be right back.
[AGENT][POSITIVE] OK. All right, thanks, bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, I'm so sorry for the wait and I really appreciate your patience um, so I'm on with someone right now, um, and she's trying to get with, uh, whoever did receive the initial, um, where it was passed to really we're trying to get you taken care of, um, I just didn't want you thinking I forgot about you because I know you've been on hold for a minute, but we will get right back with you OK?
[CUSTOMER][NEUTRAL] Well, do you just wanna, uh, just tell me if, I mean, how long do you think it'll be?
[AGENT][NEGATIVE] I honestly I have no idea. I'm not in that department at all. I'm just talking with them um oh you mean when you when they get back maybe just a couple more minutes, um, on hold, you mean? Yeah, it won't be too much a long um I I just didn't want you thinking I was forgetting about you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK, alright, yeah.
[CUSTOMER][NEUTRAL] Yeah, I wouldn't let you.
[AGENT][POSITIVE] Appreciate you. Give me just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Are you still there ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so [PII] said just to be honest with him and say that broker resources we've had our out of office um.
[CUSTOMER][NEGATIVE] Our out of office emails on because we've all been like the entire company has been out on a um all colleague meeting and that she's working on it but she cannot guarantee it today.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, is there, did she get any sort of ETA or should I just tell him not today?
[CUSTOMER][NEUTRAL] It's just not gonna be, I mean, yeah, it's just not, it has to go through underwriting. Underwriting has to create it, blah blah blah. Like it's not a process that literally it just can be turned around like this unless he's asking for a shelf plan, but he's not, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I don't think so. OK, do you want me to tell him all of this?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I mean, I, if you feel comfortable or if you want me to.
[AGENT][NEUTRAL] I think so it's up to you. I mean if he starts demanding I mean I can always just call the key back and I'm one of y'all, but it's basically gonna say the same thing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah I mean yeah if you wanna put me on hold and see what he says. I mean I I'm gonna tell him the same thing if you send them to me so it's up to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, that's OK. I can let you go and then I'll just tell him, you know that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, we'll reach out to him and we've got an answer, right?
[CUSTOMER][NEUTRAL] Right, no, as soon as we, yeah, as soon as we see we receive an underwriting, um, quote, then it gets, it will get sent to him for approval like that's all we can, yeah, but [PII]'s working on it.
[AGENT][NEUTRAL] OK, OK. So it's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, just not today. All right.
[AGENT][POSITIVE] Got you. All right. I will let him know. I appreciate your help. Thank you. All right, bye.
[CUSTOMER][NEUTRAL] Yeah, of course. Mhm. Bye.
[AGENT][POSITIVE] All right, [PII]. I am back. Sorry about that. Are you still there?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, so we did have to reach out um it is being worked on at the moment she did say that they're not going to have an answer for you today because it does still have to go through underwriting, um, that we were all at, um, an in person meeting all day today, uh, so they, well in this area anyway, and that's where most of them were, um, so they're they're working on it right now though they did assure me and they will reach out to you as soon as they have an answer.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Because I sent it in yesterday, um.
[AGENT][POSITIVE] Yeah, I'm sorry I wish I had better news for you. We've been having several the past 3 days we've had several meetings throughout where everyone's located, so we've been a bit scattered the past few days, um, but it just completed, so that's what she's working on it as we speak, uh, but it has not gone to underwriting yet so once we get to that point, um, then we get the final stuff written up then we'll be able to reach out to you with that information.
[CUSTOMER][NEUTRAL] Alright, I, as long as I get it in the earlier in the morning, um, I have so many calculations that has to go behind this thing.
[AGENT][NEUTRAL] I understand um I don't have an exact time frame for you [PII] um they just assured me it would, it was not going to be today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. All right, time to over deliver.
[AGENT][NEUTRAL] All right, I'm sorry, I wish I had better news for you.
[CUSTOMER][POSITIVE] No that's fine. That's OK. All right, I can do what I can do.
[AGENT][NEUTRAL] All right. Well,
[AGENT][POSITIVE] Yes, that's true. Well, I hope you have a great rest of your day, [PII]. Sorry.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][POSITIVE] All right, thank you. Bye bye.