AccountId: 011433970860
ContactId: c3e33063-d1c5-48cf-89e9-50db9909e886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425869 ms
Total Talk Time (AGENT): 201734 ms
Total Talk Time (CUSTOMER): 153204 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c3e33063-d1c5-48cf-89e9-50db9909e886_20250206T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] calling on behalf of Crystal Construction. Uh, our plan number is 269-03.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] Um, I made a change to [PII]'s plan yesterday. Um, we entered it incorrectly. Uh, this is our first year with APL, and during open enrollment we're 11 effective. Uh, during open enrollment we entered his plan incorrectly. He should have been, uh, at the level $4000 of coverage, and he was at the level of $2000. I made the change yesterday. I just wanna confirm that you do see the changes for $4000 and that it is effective 11 of this year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me just a second. I'm gonna verify really quick the information for the group and then I can and check on that policy for you. Uh, what is the, um,
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Uh address for the company.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what would be the email address and phone?
[CUSTOMER][NEUTRAL] It's either [PII] or it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] All right. And lastly, what would be the phone?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Is that it or do you have a different one? Do you have a different one, I have a different one as well.
[AGENT][NEUTRAL] We have a different one, yes, we have a different one here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that is the one that we have. All right, I will pull up really quick.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And what is the insured's name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] [PII], all right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he changed plan from the meddling uh mhm.
[CUSTOMER][NEUTRAL] We, we entered it, we entered it incorrectly. It's from, um, from [PII] it should be the $4000 plan.
[AGENT][NEUTRAL] OK, I see the 2000 and give me just a second so I can pull up the other one.
[AGENT][NEUTRAL] OK, I do see the policy.
[AGENT][NEUTRAL] Yeah, it is active, the one for the $4000 plan. Um, I will also continue the um changes and go ahead and lapse that $2000 plan because um I believe that is the one that's uh keep keeps um the correct policy from issuing.
[CUSTOMER][NEUTRAL] Wait, say that, say that one more time. You see the 4000 but.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, I see the 4000 and I see the 2000 as well. Um, so I will go ahead and um cancel that 2000, which is incorrect, right? Yes, I will go ahead and cancel that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, yes, we want to cancel the 2000.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yes, so the insured doesn't get double charged um during the month. Um, uh, I do see it in.
[CUSTOMER][NEUTRAL] And the sport
[CUSTOMER][NEUTRAL] And the 4000 you see it affected 11 correct?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] I will also
[CUSTOMER][NEUTRAL] And for him and the spouse.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] All right. I will also go ahead and change the billing option so he can be billed for um January and February in the next month. Does that sound good?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Yep, that sounds good.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Does his member, so he received his cards already. Does his member number change? Do you need to issue a new member number?
[AGENT][NEUTRAL] Um, yes, his policy number changes since um the Metlink plan is a little bit different. Um, we do issue new policies for plan um changes. So his policy number, new policy number will be, um,
[AGENT][NEUTRAL] 259 5. Mhm.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] 2595.
[AGENT][NEUTRAL] 779.
[CUSTOMER][NEUTRAL] 259-577-9. OK, is that card uh active in the admin portal right now or no?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, give me just a second so I can look at it.
[AGENT][NEUTRAL] Um, it does not yet.
[AGENT][NEUTRAL] But I guess, um, since it is still embossed, um it will show up tomorrow morning.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Tomorrow it should show up. OK, perfect. And then can you request um new ID cards to be sent to his house?
[AGENT][NEUTRAL] Yes, it will automatically um be sent to his house. Mhm.
[CUSTOMER][NEUTRAL] Automatically.
[CUSTOMER][POSITIVE] Perfect, perfect. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I think that was it regarding the billing. You said they're gonna bill us for January. I assume they're gonna give us either credit for the $2000 plan.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For January and February.
[AGENT][NEUTRAL] Is it paid already? Let me just see.
[CUSTOMER][POSITIVE] Oh no, it hasn't been I no we haven't received your first invoice yet. OK, OK, perfect.
[AGENT][NEUTRAL] OK, yes, mhm, it is not paid, yeah, mhm. In case it would have been paid, yeah, the credit would have gone to the um other policy.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, perfect. Do you know when are we should get the first invoice?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't see anything here.
[AGENT][NEUTRAL] Um, that will be probably a billing question. Would you like me to transfer you to the billing department?
[CUSTOMER][POSITIVE] OK. No, I'll, I'll just, I'll just wait for it to be available. Thank you very much for your time and all your help today.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome. I'm glad to help.
[CUSTOMER][POSITIVE] Have a great day. Thank you.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][NEUTRAL] Bye bye.