AccountId: 011433970860
ContactId: cdcce895-b048-4a3d-940c-1d6852d71091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312029 ms
Total Talk Time (AGENT): 100587 ms
Total Talk Time (CUSTOMER): 191339 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cdcce895-b048-4a3d-940c-1d6852d71091_20250129T13:50_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII], and I've got [PII] on the other line. We both work at Southeast Insurance Group. Uh, let me bring her in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII], I've got one of the, uh, did you say [PII] was your name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] from APL's broker services, we are a big APL fans been writing APL for 20 years now, so, um, I only work with [PII] on the broker resources team, but, um, I think it's a little early, so, um, I'll forgive her. We're in, we're on the east coast so I know you guys are, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Probably still wiping the sleep out of your eyes so.
[AGENT][NEUTRAL] Yes, just a little.
[CUSTOMER][NEUTRAL] Yeah I understand hey um we have a group called Ace Plumbing is that um most, do you have a group number for them? I can pull it up [PII]. I'm sorry, I don't have my laptop fired up. Well, don't worry I'll get it. I've got mine fired up and I can look in agency block really quickly. Yeah, the group number should be in there. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How about 25,830?
[CUSTOMER][NEUTRAL] That's the one.
[CUSTOMER][NEGATIVE] Look at you for somebody who's just waking up, you're I know you're making us look bad. Come on.
[CUSTOMER][NEUTRAL] Um, so, so [PII], we have this group set up on an automatic feed from, um, our, you know, employee navigator.
[AGENT][NEUTRAL] What's going on with him?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And they went through open enrollment, um, you know, just recently for [PII], and added a few people to their plan, um, to their medical plan, which coincidely adds them to the midlink, um, but the renewal doesn't seem to have processed yet, um, because those people are not showing up and we, the owner's child has gone to the emergency room, of course.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And was looking for their APL information and APL said well you don't have coverage.
[AGENT][NEUTRAL] OK, let me see if we even have the renewal in the house yet.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, it doesn't look like we do, [PII]. Um, what I can do.
[CUSTOMER][NEUTRAL] So what do you need from us?
[AGENT][NEUTRAL] It's we we send out a renewal form that goes out with the renewal letter um it's called a group coverage and participation form um to make this easy and because we're in a rush, what I can do is fill it out myself and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Um, I do have it. I'm sorry to interrupt. I did, it is something I completed back at the end of December, um, and sent over to our, our rep, and I could, I would happily forward that form to you if that works.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Definitely forward that to me and I will get it in process and I will ask them to prioritize it.
[CUSTOMER][NEUTRAL] [PII], is that in the is it in the files, [PII]? Yes, it should be [PII], yes. I'll get it right now I'm in here.
[CUSTOMER][NEUTRAL] I see it.
[AGENT][NEUTRAL] It's called a group coverage and participation form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it should be completed with the renewal information is it sure is, um.
[CUSTOMER][NEUTRAL] Alright [PII], what's your email address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my question to you is.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Employee Navigator would have sent the feed over to APL already, you know, because these people were added.
[AGENT][NEUTRAL] Yes, it should be just sitting there waiting.
[CUSTOMER][NEUTRAL] So they're probably sitting there waiting so as soon as the renewal processes those people should go in. Would it help if we just check back with you, [PII] once or can you let us know once it's processed and maybe you kinda make yourself a note to make sure those people get added? Can I give you the name of the person who were specifically um worried about his son had a hospital stay?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I must
[AGENT][NEUTRAL] Sure. What's, what's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Is that the sun or is that the insured? Is that the
[CUSTOMER][NEUTRAL] That's the, he is, he is the insured and he's also the son, so he works he's got a job there, yes, he's got meddling employee only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. Yeah, I'll keep a watch out and I can send you um a follow up once I know that it's been completed. So I will get right on it this morning.
[CUSTOMER][NEUTRAL] Oh that.
[CUSTOMER][POSITIVE] Thank you so so much we appreciate your help.
[AGENT][POSITIVE] Oh, no problem. These things happen, so we gotta get, get to working on them, so.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thanks. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.