AccountId: 011433970860
ContactId: b98d02e3-0ce4-4243-a2d8-34e45f5b310f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1141400 ms
Total Talk Time (AGENT): 416774 ms
Total Talk Time (CUSTOMER): 489727 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b98d02e3-0ce4-4243-a2d8-34e45f5b310f_20250515T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling from Georgia Christian School and our group number is 17582.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. And go ahead, I'm sorry. How may I assist you today?
[CUSTOMER][NEUTRAL] I, I, we have never, as far as I know, I don't think we've ever received a card or anything, but I don't have any like pamphlets or anything to show what we actually.
[CUSTOMER][NEUTRAL] Have as far as what our policy is what I know it I, I was told or or as we assumed that it was it covered $2000 of it inpatient uh deductible, but I mean, is there, do y'all have something that states what.
[CUSTOMER][NEUTRAL] What our group are that we're actually covered under or doing.
[AGENT][NEUTRAL] OK. Yes, ma'am. And Miss uh [PII], verify the group mailing address and a callback number.
[CUSTOMER][NEUTRAL] It's uh [PII] and again that's Georgia Christian School and the callback number is [PII].
[AGENT][POSITIVE] OK. Thank you, Ms. [PII] and let me see who'll be able to assist. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh we only have 3 on there and it's like I said it, you know, very small amounts per se, but I just need to know, I guess I need to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] If I wanted to offer it to anybody else or to say this is what we've had what you have, I don't know what those benefits are.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] So you wanted to know what policies shall have as far as with the um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, what is this cover that this uh
[CUSTOMER][NEUTRAL] $84.96 we send in each month. What does that cover? I mean, what, what is.
[CUSTOMER][NEUTRAL] I think there's, like I said, 3 of us [PII], [PII], which is me. What are we getting for that? I don't, uh, like I said, I don't have any paperwork, never got a card, and I, and I don't, I know we probably had something like the, the pamphlet or whatever at the beginning when we first started, but I don't have anything now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK give me one moment because I see, um, type of policy I have with that is a secondary supplemental.
[AGENT][NEUTRAL] To help with looks like for inpatient benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I mean it can I get something that says that's what it's for secondary.
[AGENT][NEUTRAL] Um, I should have received your policies and cards, but let me see who will be able to assist us. Give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] Inpatient benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And I, I mean like I said it's fixing to come to an end, but that's why I need to know.
[CUSTOMER][NEUTRAL] What to offer in the future.
[AGENT][NEUTRAL] Uh, see, OK, yeah, let me see if I can get someone to help you. Give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] and the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I am hungry and sleepy.
[CUSTOMER][NEUTRAL] Right, I know.
[AGENT][NEUTRAL] I don't know if I want a nap for lunch or eat, but I don't know. I guess we'll find out when.
[CUSTOMER][NEUTRAL] Maybe like
[CUSTOMER][NEUTRAL] Yeah, I was gonna say like 10 minutes of eating and the rest sleeping.
[AGENT][NEUTRAL] I have that, but it then it feels like I need a little bit more sleep.
[CUSTOMER][NEUTRAL] Yes, I understand that.
[AGENT][NEUTRAL] But um I have a group admin on the phone. Um, I didn't know if y'all be able to assist her or who she would need to speak with, but she was wanted to know what policies that the group signed on with us, and it's only 3 people in the group, and she said they never received their information, which I'm assuming I can send to uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What words customer service to.
[AGENT][NEUTRAL] Submit their information, but um.
[AGENT][NEUTRAL] She was one like uh print out to show what they signed on for, is that something y'all will help or is that something um probably for customer service I'm assuming I can't remember.
[CUSTOMER][NEUTRAL] So they, is it a new group? What group number is it?
[AGENT][NEUTRAL] 17582. They've had this policy for a while.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] And they never received anything from it?
[AGENT][NEUTRAL] She is saying that they never received any, any paperwork or anything stating what they signed on for and or cards um.
[CUSTOMER][NEUTRAL] Yeah, I would, I mean.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think that information would have to come from.
[CUSTOMER][NEUTRAL] For a Christian school, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Would have to come from customer service because I don't know how to check to see if they like.
[CUSTOMER][NEUTRAL] You know, I don't know how to check to see if they received any.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Yeah, well, I get that with the, the cards and everything, but I would think since it was keyed in they should have received a copy of policies and cars, but as far as uh print out for the group wouldn't it show that on the online service center I would assume?
[CUSTOMER][NEUTRAL] Georgia Christian school.
[CUSTOMER][NEUTRAL] Um, not necessarily like a brochure I guess is what they're asking for and no, I don't, I don't know if that goes on the LSC.
[CUSTOMER][NEUTRAL] Let me see if this is.
[CUSTOMER][NEUTRAL] 17 and then I have the brochure right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a summary of benefits, it was just, it's literally one page though like it only has.
[CUSTOMER][NEUTRAL] They just have med link 4 super basic.
[AGENT][NEUTRAL] Oh like they just have inpatient benefits. It's not really like um.
[AGENT][NEUTRAL] The others though, but like 4, yeah.
[CUSTOMER][NEUTRAL] Yeah, this doesn't look like, well, I mean, maybe since I've had this since [PII], maybe that's the reason.
[CUSTOMER][NEUTRAL] Because this is like
[CUSTOMER][NEUTRAL] This is minimal cowork co.
[AGENT][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] So it looks like it was just inpatient didn't see any.
[CUSTOMER][NEUTRAL] I wonder who take.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Of course, there's not like a.
[CUSTOMER][NEUTRAL] How do they keep renewing?
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Like, I mean, how do they keep going with 3 people?
[AGENT][NEUTRAL] Yeah, it's just it's only 3 people on the group, yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I would think that.
[CUSTOMER][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I'm so confused because I'm at my computer's not.
[CUSTOMER][NEGATIVE] Being slow, um, because it doesn't look like we received their [PII] renewal.
[CUSTOMER][NEUTRAL] Let me see, uh.
[CUSTOMER][NEUTRAL] Oh wait right here. Let me see if this is the same one. Hold on.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah, that's the same one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] Submission, new business.
[CUSTOMER][NEUTRAL] I don't know how they keep getting past like 3 people on a.
[CUSTOMER][NEUTRAL] Like underwriting is oh.
[CUSTOMER][NEUTRAL] Well, last, they must have lost some people because last year they enrolled with sick or they like renewed with 6.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Who's the who's contact like who's talking to you?
[AGENT][NEUTRAL] [PII], [PII], yeah.
[CUSTOMER][NEUTRAL] And she's on the um
[AGENT][NEUTRAL] She's on it.
[CUSTOMER][NEUTRAL] What, what did you tell me the group number was? I'm sorry.
[AGENT][NEUTRAL] 17582.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh yeah, she is the group contact. I mean this is weird. I don't know, to be honest. I mean I can talk to her if you want me to, but I don't know how to get her. I can send her the brochure, but I don't know how to get her anything else like and I guess I could ask.
[AGENT][NEUTRAL] Well, as far as the cards or anything, I can send a hub request or um.
[AGENT][NEUTRAL] Let her know about the OSC.
[AGENT][NEUTRAL] If they can, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, Apple is not the.
[CUSTOMER][NEUTRAL] I don't, I wonder if they're even, like, I wonder if they even have an LSC though.
[AGENT][NEGATIVE] I didn't even
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] They're set up on the OSC.
[CUSTOMER][NEGATIVE] Oh yeah, sure enough. She's not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII] as her username and that uh email address.
[CUSTOMER][NEUTRAL] I make sure.
[CUSTOMER][POSITIVE] Oh yes, you're right, you're right, you're right. Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I don't know. I mean, they're up for renewal in like less than 2 months though, and they're.
[AGENT][POSITIVE] Oh interesting.
[CUSTOMER][NEUTRAL] I mean if they still only have 3 people I don't know how that's gonna work out for them.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Created at [PII].
[CUSTOMER][NEUTRAL] You want me to send you this brochure at least working in customer service in the brochure?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's what I was thinking is something with customer service can send, I can't remember. I was trying to find it on Guru.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mm benefit brochure it says for broker resources but um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cars correction.
[AGENT][NEUTRAL] Members, well, I would think it was a utilization report not just if they what they've used um.
[AGENT][NEUTRAL] Well, I can
[CUSTOMER][NEUTRAL] But they probably wouldn't um.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] She wouldn't, OK, she wouldn't get a utilization report like uh she wouldn't be able to have one of those. Is that what she's asking for?
[AGENT][NEGATIVE] No, it's just more or less she's asking for what benefits or what policies the group signed on for, and I told her I just show a meddling policy which is secondary, and she said, well, we never received anything about it in regards to what it covers.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm assuming she may need a brochure.
[CUSTOMER][NEUTRAL] Maybe because, maybe because they've been here since [PII], like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean,
[CUSTOMER][MIXED] Yeah, she can definitely get a brochure, although it doesn't really have much on it.
[CUSTOMER][NEUTRAL] Um, do you, you wanna see if customer service can send it and then you can call me back if not?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Are you just tell me what you want me to do?
[AGENT][NEUTRAL] Well let me.
[AGENT][NEUTRAL] I'm trying to think because.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I feel like this is gonna be like a longer situation. It's just not gonna be a situation until we get the renewal back, you know what I'm saying?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]ke we can give her the brochure and we can give her like policies but.
[CUSTOMER][NEGATIVE] 3 people are not gonna be able to.
[AGENT][NEUTRAL] I wonder if just need a brochure.
[AGENT][NEUTRAL] Wait one moment, just put it in our chat to see who is first if [PII] respond.
[AGENT][NEUTRAL] Because I thought, I don't know why I'm thinking something or read or heard or go to customer service, but I do definitely for the car, but as far as benefit information, I thought that was like a
[AGENT][NEUTRAL] Not the mass uh master policy or anything.
[CUSTOMER][NEUTRAL] like a policy.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you say you have the brochure you can send to me?
[CUSTOMER][NEUTRAL] Yeah, I have um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Yeah, I mean I can definitely send that to you because it's right here.
[AGENT][NEUTRAL] Uh, if you would please, and I can let her know, uh, what we can send if she wants something different, then we'll go to down that road and I can um let her know about the OSC and to access uh what words access the cards.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh yeah, cause she can't get temporary cards, you're right. Yes.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Are you um last name [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, there you go. I just sent it to you. I guess I could have sent you the policy, the proposal too.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Wonder if this is long.
[CUSTOMER][NEUTRAL] Here, let me send this to you too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] K.
[AGENT][NEUTRAL] It's Morgan.
[AGENT][NEGATIVE] Oh wow, it's very low.
[CUSTOMER][NEGATIVE] Like, um, yeah, super short.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Super
[CUSTOMER][NEUTRAL] The proposal is a little bit longer, but.
[AGENT][NEUTRAL] OK, yeah, I'll see if this is what she um want and um.
[AGENT][NEUTRAL] And I can give her the proposal that's something that could be sent to them.
[CUSTOMER][NEUTRAL] Yeah, you can give them the the proposal it just the proposal is not for um insured the brochures um and like employee facing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's more the proposal is more for the broker I guess. No, don't send that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yeah, don't send the proposal.
[AGENT][POSITIVE] Uh, close current. I think she'd be fine with the summary benefits because it, it's pretty much as um explain it to her, all that good stuff. Alright, Miss [PII], I appreciate you.
[CUSTOMER][POSITIVE] Sure. Yeah, I hope you have a great day.
[AGENT][NEUTRAL] If I. You too. Bye.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][POSITIVE] Uh, Ms. [PII], thank you so much for holding. Um, and you just want to know the summary of benefits for the group, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right, so, yeah, to know what what we've had for the for this.
[AGENT][NEUTRAL] OK, and I um spoke with someone broker and our broker resources and they sent a copy of a brochure like the summary benefits I can send to you.
[CUSTOMER][NEUTRAL] This time.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And as far as cards.
[CUSTOMER][NEUTRAL] Can you hold one sec can you hold one second? Let me let a teacher in the door just a second.
[AGENT][POSITIVE] Absolutely, yes ma'am.
[CUSTOMER][NEUTRAL] On the phone sorry
[CUSTOMER][NEUTRAL] OK, I'm back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so tell me you need the email address to send it to?
[AGENT][NEUTRAL] Uh, yes, ma'am, verify your email address.
[CUSTOMER][NEUTRAL] Are you gonna send it
[CUSTOMER][NEUTRAL] It's [PII] and that's where I'll send the thing to you anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can send this off to you and um as far as the cards, uh we do uh do show that y'all are set up on the online service center.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] To where you can print out card information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I tried to and it wouldn't let me print them so but I will, I, I, I know it's we're fixing to up.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] We, we were trying to renew with the other insurance and they are not gonna renew because of our lack of participation so I didn't know if maybe that was the reason it wouldn't let me print it um but that's what I'm saying I just needed to know what to offer somebody else in the future.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][POSITIVE] So I appreciate you sending that to me.
[AGENT][NEUTRAL] Yes ma'am, I will send this off to you in a few moments. I'm just trying to get it the email prepped and I will send this to you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or is there anything else I can try to assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, I think you got me taken care of. I appreciate it.
[AGENT][POSITIVE] Yes ma'am, uh thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too uh huh bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] After the lunch.
[CUSTOMER][NEUTRAL] 30 minutes on the phone. All I want is the sinking.