AccountId: 011433970860
ContactId: cc96d274-10f7-454f-994a-270b7ad33748
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230559 ms
Total Talk Time (AGENT): 61580 ms
Total Talk Time (CUSTOMER): 124729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/cc96d274-10f7-454f-994a-270b7ad33748_20250130T16:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms [PII] on the phone. She's an agent for Group 25,830.
[CUSTOMER][NEUTRAL] Ace Plumbing
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And she is
[CUSTOMER][NEUTRAL] Calling because there's
[CUSTOMER][NEGATIVE] Her group and one that has the wrong effect.
[CUSTOMER][NEUTRAL] She needs to speak to somebody about it.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] No, I just have the group number the.
[CUSTOMER][NEUTRAL] She didn't know the policy number. She just gave group number 25,830, and I did verify her. She was able to verify the group.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And she's calling from is the correct call back. OK, bye [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] Um, good morning, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hi [PII] I'm doing great how are you today?
[AGENT][NEUTRAL] I am good, thank you. um, [PII] was stating that we have somebody with the wrong effective date or.
[CUSTOMER][NEGATIVE] Yes ma'am, I screwed something up.
[AGENT][NEUTRAL] OK. What, what's the name on the policy?
[CUSTOMER][NEUTRAL] Uh, I'm not showing him as having one at this moment because it's a future effective date, but his name would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you'll see a lot of corn force on this policy because it's a family run business.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see a [PII] and a [PII] and senior, but I don't see a loop.
[CUSTOMER][NEGATIVE] That's right, so we work with Employee Navigator and it's a direct feed to APL and we just went through open enrollment with this group and for whatever reason [PII] is the only one showing us [PII] effective date and that is not correct that's where I've screwed something up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's, what's the correct effective date?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] We've had, we've added several new members at this open enrollment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, I'm, I'm just not sure.
[CUSTOMER][NEGATIVE] I'm just frustrated because this is the owner's son and I don't.
[CUSTOMER][NEGATIVE] You know, oh my gosh, what a mess.
[AGENT][NEUTRAL] We, we get it fixed. Um, is there any other issues or?
[CUSTOMER][NEUTRAL] No, he's no he's the only one that I'm not seeing right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I will
[CUSTOMER][NEUTRAL] I'll look at my I
[AGENT][POSITIVE] I, I'll see if I can get that fixed for you. Um, what is a good number to call you back on and let you know?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me get with them and make sure that it's corrected, um.
[AGENT][POSITIVE] And I'll give you a call back and let you know.
[CUSTOMER][NEGATIVE] And we've just have and and the only reason that we're catching it now is because the renewal wasn't processed until yesterday so it got hung up in y'all system and now I'm going through and trying to send off cards.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That for the new insured and he's the only one I don't see in the system.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, let me look into this and I'll give you a call back.
[CUSTOMER][POSITIVE] Thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] All right. Well, thank you, [PII], and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.