AccountId: 011433970860
ContactId: abbcc88c-6469-48d9-89a0-8610e3bd5953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283750 ms
Total Talk Time (AGENT): 194565 ms
Total Talk Time (CUSTOMER): 110066 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/abbcc88c-6469-48d9-89a0-8610e3bd5953_20250207T15:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's Kiki and care team. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm here this Friday, yay.
[AGENT][NEUTRAL] Yeah, Friday, yeah.
[AGENT][POSITIVE] Exactly. That's how I feel.
[CUSTOMER][NEUTRAL] But um I have a, well, I might, I don't know. I have, I need help.
[AGENT][NEUTRAL] Oh go ahead.
[AGENT][NEUTRAL] OK, I mean, I'll see if I can help you go ahead.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have a group contact on the phone and she was calling about um enrollment of this insurer or this employee, but I don't see him, but I showed the group is in renewal hole and I told her that it looks like a renewal hole and she said, what is renewal hall?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Isn't it like information we received from the group to re-enroll?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Well, yeah, it's their enrollment. What's the group number? What's the group number?
[CUSTOMER][NEUTRAL] 21176.
[AGENT][NEUTRAL] OK, let me pull it up real quick. Invite, yeah, so because of it being in enroll um in renewal hold because the renewal is [PII], so the group was placed on renewal hold so they won't generate a bill and they won't do any enrollments until the enrollment is completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So let me talk to her so that I can see if we're waiting on anything and so I can follow up on that renewal because um usually their broker or whoever's handling that should be working on that and so I can I can help her with that. She can just gonna run through to me. Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] You're awesome. She's starting to get a little feisty.
[AGENT][NEUTRAL] I don't, yeah, I would too. I mean, you know, they want to take care of their employees, so yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, I understand, and she said the employee is supposed to have been um enrolled in December, but yeah, I didn't see.
[AGENT][NEUTRAL] OK. OK. Yeah, well.
[AGENT][NEUTRAL] Yeah, I'm just looking at her to see if we've gotten any, let me look at the group submissions, see if there's anything on her enrollment.
[AGENT][NEUTRAL] No, we don't have anything out here. Is this a uh with a file feed. That's why it's gonna come through on an electronic file feed. Yeah, send her through to me so I can do some research on this and see what we need to do to get this renewal completed because it was a [PII] renewal.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Yeah, she, that's why she's fuss and she said it's February, so I understand.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly, yeah.
[CUSTOMER][POSITIVE] Alright, I appreciate it. Her name is [PII].
[AGENT][NEUTRAL] Mhm. [PII], OK.
[CUSTOMER][POSITIVE] Yes, ma'am. You have a great weekend.
[AGENT][POSITIVE] All right. You too. Happy Friday.
[CUSTOMER][POSITIVE] Oh, happy Friday. All right. Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi this is [PII]. I'm on our sales team. Uh, [PII] sent you over to me because it looks like this group was supposed to renew on [PII], so I need to follow up on that because it's going through the renewal process, um, and when it's going through renewal, um, it kind of holds everything enrollments and the billing statements and everything so I'm trying to figure out where we're at in that renewal process. Is there a number where I can call you back as soon as I research this real quick?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, because I show the groups on a file feed, so if you sent enrollment information over we have it it's just we're just waiting on the renewal renewal to complete so let me see where we're at on that or if we're missing any information that we need and I will give you a call back here in just a little bit, OK?
[CUSTOMER][NEGATIVE] Can I expect to hear back from you today? I mean, the person that I'm calling in regards to that have had COVID as of [PII], so they're asking me like what's going on because they can't access their details and it just feels like we shouldn't be in February without you guys having told us any of this.
[AGENT][NEUTRAL] Yes, yes. Mhm. OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, gotcha. That makes sense. Yeah. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I agree. What's the name of the employee?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Alright, and let's see, hang on just one second let me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, let me do some research on this because I'm just now looking at this. I don't know the specifics. I do you know the renewal is it's in renewal process. I just need to get with the appropriate parties to figure out where we're at on that and how I can get this pushed through so we can get this resolved for you. I do apologize because like you're right, it is February and it should have been taken care of sooner.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Yeah, what's your name?
[AGENT][NEUTRAL] My name is [PII]. Let me give you um the best way to get a hold of me. My, I can give you my direct number. My direct number here is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] OK, you're most welcome. I'll get, I'll get back with you today, OK?
[CUSTOMER][POSITIVE] All right sounds good thanks bye.
[AGENT][POSITIVE] Thank you. Uh huh bye bye.