AccountId: 011433970860
ContactId: b7a111a2-9793-4059-a083-c1a9462b6244
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194029 ms
Total Talk Time (AGENT): 43144 ms
Total Talk Time (CUSTOMER): 142410 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b7a111a2-9793-4059-a083-c1a9462b6244_20250407T16:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], good morning, [PII]. My name is [PII], and I'm with National MGA Insurance Alliance. How are you doing this morning?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII]. Sorry to bother you. The, the reason that I'm calling to bother you is that we used to have a group with you all that we no longer have anymore and uh hopefully by next year we'll pick up another group with you all, you know, for you all towards the end of the year we're working on something else, but that is not the reason for my call this morning that the reason for my call this morning is that at the former group there's.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Lady that, uh, what do you call it that had called in I have the phone number but I have to, uh, she just left a message in Spanish, uh, a long message basically wanting to know if she still had coverage with y'all, but we've really called the group there, so I said, you know what, I'll ask APL if they still have that coverage and then I'll get her to call in. I have the old group number and the name. OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, what is the group number?
[CUSTOMER][NEUTRAL] Uh, it, it used to be 16,350, and again we're not the agents or anything. I, I just want, uh, I just don't know what to tell her. I don't know if they have the coverage or not.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. And what is the group name?
[CUSTOMER][NEUTRAL] Um, it used to be but Community Health Center, but they also go by New Horizon.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] OK. Her last name is uh [PII].
[AGENT][NEUTRAL] And do you know what her first name is?
[CUSTOMER][NEUTRAL] I didn't get it for the message, yeah, but it's just that I wanted to know the group still have coverage so I could just have her call in, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, the group still has coverage. She still has coverage, um, so everything is still active.
[CUSTOMER][NEUTRAL] Uh, it's current up to April. OK, then I, I could have her call in, uh, y'all don't have like a Spanish line because in all the years we serviced it, uh, I didn't know if you all have a Spanish line.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't think so, but if you would like, I can put you on hold and double check that.
[CUSTOMER][NEUTRAL] No, no, that's fine, that's fine. I'll tell her at least, you know, just for her to know that she still has coverage.
[AGENT][NEUTRAL] Yeah and if she wants um maybe just have uh her group reach out to the broker and and maybe see if they can.
[CUSTOMER][NEUTRAL] That, that's, that's what I'm gonna suggest. That's what I'm gonna suggest. But what happens sometimes is that, and, and, and, and this actually hopefully uh it's a confidential call. Sometimes if they're like trying, you know, going through something they kind of like, you know, because we had a couple of retirees call us but about other stuff and we're not there anymore so it's sometimes it's confidential so that was all. But just in case anybody else calls, I can direct them if they don't wanna talk to their HR they can just call you all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sounds great. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.