AccountId: 011433970860
ContactId: b537683e-53e6-441d-ae02-04cd6b76134e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511760 ms
Total Talk Time (AGENT): 122192 ms
Total Talk Time (CUSTOMER): 159931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b537683e-53e6-441d-ae02-04cd6b76134e_20250319T16:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Brown and Brown. How are you?
[AGENT][NEUTRAL] I'm fine, and I'm so sorry, you said it's [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, spell your name for me, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] I am calling because I just got a call from an employee from City of [PII] that um supposed to have coverage.
[CUSTOMER][NEUTRAL] But she doesn't.
[CUSTOMER][NEUTRAL] And I don't know why, what happened? Because I see, I see her.
[CUSTOMER][NEUTRAL] On the January invoice but she's not on the February or March so I don't know what happened.
[AGENT][NEUTRAL] OK. Uh, do you have that group number or that insured's name and policy number?
[CUSTOMER][POSITIVE] Yes, I do. Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the group number is 22392.
[AGENT][NEUTRAL] OK, and the insured's name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And I have the ID number 1611589.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They are on file feed, so.
[CUSTOMER][NEUTRAL] I really don't know what happened.
[AGENT][NEUTRAL] OK, give me one moment, please.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK thank you give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And because I show, it looks like the policy term [PII], but you're saying that they're supposed to be active?
[CUSTOMER][NEUTRAL] Yes, him and his wife.
[AGENT][NEUTRAL] OK, one moment to see.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And you said that they were showing on the file feed?
[CUSTOMER][NEUTRAL] Yeah, they're on the file feed. I'm looking at Employee Navigator now and um.
[CUSTOMER][NEUTRAL] They, they're there. That's why they could call us. I mean, like.
[CUSTOMER][NEUTRAL] I really don't know what happens. I, I might think that this, because this employee changed status to retiree, this could be the issue, I don't know, but he is active, him and his wife.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I may have to transfer to group bill, but let me double check. Um, thank you for being so patient with me. Give me one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'll go to the timeline pending enrollment.
[CUSTOMER][NEUTRAL] Yeah, that's what happened. They changed to Rai.
[CUSTOMER][NEUTRAL] Um, on February and you said when did they.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Even if it
[CUSTOMER][NEUTRAL] Yeah, well, this was done on [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, he changed to a 3.
[AGENT][NEUTRAL] Did they
[AGENT][NEUTRAL] OK, did they, um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Send an email or you said it was on the file for you, but did they ever, do you know if they sent an email to have them change the vision or?
[CUSTOMER][NEUTRAL] Yeah, on the phone.
[CUSTOMER][NEUTRAL] Vision
[AGENT][NEUTRAL] What changed from retiree or re change to a retiree?
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] I don't think so. It, they don't file fee so whatever changes we do on the system, it should fit over. So if anything that we do.
[CUSTOMER][NEGATIVE] We term or we change plans, they should feed over. So I don't know what happened here, but he changed, he's active on the retory plan for GA since [PII]. So this is not even February.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, let me, um, transfer to customer service. Hold on one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], I have a broker on the phone and they are inquiring about um this insurance policy being terminated. She said that they are on the file feed as um having the Metlink policy with us, but we're still showing the policy is term and I don't see any alternative number or alternative policy number.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. Uh, what is the policy number?
[AGENT][NEUTRAL] Uh, policy number is 1611589.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and the person on the phone, her name is [PII] and she's with Brown and Brown.
[CUSTOMER][NEUTRAL] You see here.
[CUSTOMER][NEUTRAL] All right, and do we have any call back number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And let me check the notes really quick and then you can transfer her to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy laps.
[CUSTOMER][NEGATIVE] I don't want you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That city of [PII] here.
[CUSTOMER][NEUTRAL] For the group? Oh, she's the broker, never mind.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, you can go ahead and send her.
[AGENT][POSITIVE] All right. Well, thank you so much. Have a great one.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.