AccountId: 011433970860
ContactId: b8eb852d-6a83-4ec5-a1ba-0130973bd715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216820 ms
Total Talk Time (AGENT): 101138 ms
Total Talk Time (CUSTOMER): 95382 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b8eb852d-6a83-4ec5-a1ba-0130973bd715_20250501T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi there, [PII]. My name is [PII]. I'm calling with the Forward Insurance Agency. Uh, I'm calling about one of the groups, uh, Rave Electrical Service. The group number is 19559.
[CUSTOMER][NEUTRAL] Um, I was just calling because I wanted to make sure that they were, um, good and that everything was in order. Um, their admin was trying to pay the bill and she said that it, um, hadn't been generated yet, um, and I just wanna be sure that they're good.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah it looks like they're in a renewal hold um they renew on [PII] and we just haven't received their renewal paperwork back so their group coverage form that was sent.
[AGENT][NEUTRAL] Um, typically until we have that, uh, paperwork for the renewal to be processed, they are put on a hold and they won't receive any bills until um the renewal is finished.
[CUSTOMER][NEUTRAL] OK, cool, then that's what I was worried about. I thought it had been sent over, um, so I sent it, um, yesterday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] to [PII] um and I know it it takes time for those emails to get seen and to get through, um, but I sent it yesterday at about [PII] central time, um, I just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I do, I do see it and it and we'll work on it um we'll get it like through the process for new business um the it will take a minute for a new business to get it processed so the bill won't be ready until.
[AGENT][NEUTRAL] Until it's finished.
[CUSTOMER][NEUTRAL] Oh, OK, understood. And then, um, but as far as them being able to use their benefits, are they still able to?
[AGENT][NEUTRAL] Yeah, the renewal doesn't affect any sort of coverage for the insured. It's really just to renew for the following year, yeah, to make, to make any changes that are needed or yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Adding people, open enrollment changes, terminating people, whatever, whatever the group needs to do for, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But coverage stays.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Oh yeah awesome I just wanted to be sure, yeah, I thought that this had been sent like a month ago because I haven't checked off and then I was like, nope, nope, OK, let me resend it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, because it gets sent, we do send out like you should see the medlink letter come um from underwriting 90 days before the renewal date so for like next year just so like the group or whoever takes care of it if it's you, you'll have that paperwork 90 days before um [PII].
[CUSTOMER][NEUTRAL] Um, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mm, OK, understood. OK, awesome. Well, yeah, I just, I wanted to be sure I'll get with the group and let them know and then yeah if I need anything else I'll give you all a call. Thank you so much.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, let us know, of course, and I'll get that sent over to be processed. I hope you have a great day.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thanks, bye.