AccountId: 011433970860
ContactId: cc199baf-558e-440f-965a-e1be5301b805
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368790 ms
Total Talk Time (AGENT): 153500 ms
Total Talk Time (CUSTOMER): 86890 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/cc199baf-558e-440f-965a-e1be5301b805_20250527T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII]. [PII], could you please pull up 18190 18,190. That's [PII].
[AGENT][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] 18,190, yeah.
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] Um, hang on a second. I need to restart this thingy because it I just had a problem while I was at lunch. Give me just a second.
[AGENT][NEUTRAL] What was that group number again? 181.
[CUSTOMER][NEUTRAL] 90.
[AGENT][NEUTRAL] 90, OK.
[AGENT][NEUTRAL] [PII]. OK, I've got it. How can I help you?
[CUSTOMER][NEUTRAL] They had a renewal for 51 um they, we, we got an exception to renew them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um I won't go through all the details with you um are you showing them renewed? What are you showing them as?
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Um, at the moment it says it's lapsed as a 51 and there's a note in the system.
[AGENT][NEUTRAL] On [PII] group is not renewing 51 of 25.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that incorrect?
[CUSTOMER][NEGATIVE] No they, no, that's incorrect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see if I have any other information out here.
[CUSTOMER][NEUTRAL] They wanted to change their benefits. They wanted to up their benefits, um, because we got an exception on this group. There are only 2 people left on this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And uh they gave them an exception and approved it but they wouldn't let them change their benefits.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, well, that's for.
[CUSTOMER][NEUTRAL] What do you show in the system? anything?
[AGENT][NEUTRAL] Uh, that's what I'm looking. Let me see what came back or what was submitted. Let me see if I have any notes on here on the renewal.
[AGENT][NEGATIVE] emails there's nothing.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] OK here we go, let's see.
[AGENT][NEUTRAL] 429, it lapsed.
[AGENT][NEUTRAL] Let me look at this stuff from January.
[AGENT][NEUTRAL] There's a couple of emails and now I'm trying to see if it has anything to do.
[AGENT][NEUTRAL] With this, let's see place further let's see.
[AGENT][NEUTRAL] That's all about the termination.
[AGENT][NEUTRAL] So did we send something out saying that we were going to allow the renewal?
[AGENT][NEUTRAL] Because everything I have said it or not.
[CUSTOMER][NEUTRAL] I don't remember. I can't find anything in my records. I do show that I sent you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The group, um, coverage and you know, the whatever you call that, the group, uh, coverage and participation form do you show receiving it?
[AGENT][NEUTRAL] Mhm. Participation form, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, hang on, there's some stuff in here from January. Let me see if this is from you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I'm not seeing any, no, I don't see any emails in here from you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just looking to see, let me just make sure I'm not looking in one let me look at one other spot because everything would be right in here. No, I don't see. So you're showing that you sent us a group participation form. Let me look in the renewal folder. Give me just one second before I go any further. What's this?
[CUSTOMER][NEUTRAL] You're saying you're not seeing the group participation form or you are.
[AGENT][NEUTRAL] I'm looking to see, I'm looking for that. I don't see the group participation form in here, but I'm looking for the email to make sure I'm not overlooking it, so give me just a second. Let's see underwriting, that's where we sent the renewal out.
[AGENT][NEUTRAL] I know that's where [PII] sent it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this [PII]. Hang on just a second, and that just says something about a future lapse date listed on here.
[CUSTOMER][NEUTRAL] I show one that I completed here with just 2 employees on it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] I'm just double checking. Give me just a second. I'm looking at everything in here and make sure I'm not over looking anything with the renewal. I got a group submission folder real quick, see if it's in here.
[AGENT][NEUTRAL] I'm not seeing it. Do you know when you sent it?
[CUSTOMER][NEUTRAL] No, I don't see it either. I mean I see the completed form because I have it in my file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me just see here, hang on a second let me.
[CUSTOMER][NEUTRAL] But I'm resending it to you right now. I do have it attached to an email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I just send it to [PII]? Should we do that?
[AGENT][POSITIVE] Yeah, yeah, I'll send it to the [PII] because actually handles most of those, yep.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.