AccountId: 011433970860
ContactId: d4e39dde-530e-4fc4-bc8d-4668add65cc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 735080 ms
Total Talk Time (AGENT): 278965 ms
Total Talk Time (CUSTOMER): 290938 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d4e39dde-530e-4fc4-bc8d-4668add65cc7_20250515T17:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is Kiki and care team. How are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I am hungry and sleepy.
[AGENT][NEUTRAL] Right, I know.
[CUSTOMER][NEUTRAL] I don't know if I want a nap for lunch or eat, but I don't know. Well, I guess we'll find out when.
[AGENT][NEUTRAL] Maybe do like
[AGENT][NEUTRAL] Yeah, I was gonna say like 10 minutes of eating and the rest sleeping.
[CUSTOMER][NEUTRAL] I have that, but it then it feels like I need a little bit more sleep.
[AGENT][NEUTRAL] Yes, I understand that.
[CUSTOMER][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.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or words customer service to.
[CUSTOMER][NEUTRAL] Submit their information but um she was wanna 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.
[AGENT][NEUTRAL] So they, is it a new group? What group number is it?
[CUSTOMER][NEUTRAL] 17582. They've had this policy for a while.
[AGENT][NEGATIVE] And they never received anything from it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She is saying that they never received any, any paperwork or anything stating what they signed on for and or cards um.
[AGENT][NEUTRAL] Yeah, I would, I mean.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I think that information would have to come from.
[AGENT][NEUTRAL] For a Christian school, um.
[AGENT][NEUTRAL] Would have to come from customer service because I don't know how to check to see if they like.
[CUSTOMER][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] You know, I don't know how to check to see if they received any.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Georgia Christian school.
[CUSTOMER][NEUTRAL] Yeah, well, I get that with the, the cars 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.
[AGENT][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.
[AGENT][NEUTRAL] Let me see if this is.
[AGENT][NEUTRAL] 17, I mean I have the brochure right here.
[AGENT][NEUTRAL] Like a summary of benefits. It was just, it's literally one page though, like it only has
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They just have med link for super basic.
[CUSTOMER][NEUTRAL] Look like they just have inpatient benefits. It's not really like um.
[CUSTOMER][NEUTRAL] The others though Met link 4 yeah.
[AGENT][NEUTRAL] Yeah, this doesn't look like, well, I mean, maybe since I've had this since [PII], maybe that's the reason.
[AGENT][NEUTRAL] Because this is like
[AGENT][NEGATIVE] This is minimal cowork.
[CUSTOMER][NEUTRAL] Yeah, cause
[AGENT][NEUTRAL] I wonder who take.
[CUSTOMER][NEUTRAL] It looks like it was just inpatient. I didn't see any.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Of course, there's not like a.
[AGENT][NEUTRAL] How do they keep renewing?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] Like, I mean, how do they keep going with 3 people?
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah, it's just it's only 3 people on the group, yeah.
[AGENT][NEUTRAL] I would think that.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEGATIVE] Yeah, I'm so confused because I'm at my computer is not.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Being slow, um, because it doesn't look like we've received their [PII] renewal.
[AGENT][NEUTRAL] Let me see uh.
[AGENT][NEUTRAL] Oh, right here. Let me see if this is the same one. Hold on.
[AGENT][NEUTRAL] That's the same one.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I mean, I
[AGENT][NEUTRAL] It's weird.
[AGENT][NEUTRAL] Submission, new business.
[AGENT][NEUTRAL] I don't know how they keep getting past like 3 people on a.
[AGENT][NEUTRAL] Like underwriting is oh.
[AGENT][NEUTRAL] Well, last, they must have lost some people cause last year they enrolled with sick, or they like renewed with 6.
[AGENT][NEUTRAL] Who's the who's contact, like who's talking to you?
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] And she's on the um
[AGENT][NEUTRAL] What, what did you tell me the group number was? I'm sorry.
[CUSTOMER][NEUTRAL] She's on it.
[CUSTOMER][NEUTRAL] 17582.
[AGENT][POSITIVE] Thank you.
[AGENT][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, I guess I could ask.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, as far as the cards or anything, I can send a hub request or um.
[CUSTOMER][NEUTRAL] Let her know about the OSC.
[CUSTOMER][NEUTRAL] If they can, um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't, I wonder if they're even, like, I wonder if they even have an LSC though.
[CUSTOMER][NEUTRAL] Uh iPhone is not the
[CUSTOMER][NEGATIVE] I didn't even
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] They're set up on the OSC.
[AGENT][NEGATIVE] Oh yeah, sure enough. She's not.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, [PII] as her username and that uh email address.
[AGENT][NEUTRAL] And make sure.
[AGENT][POSITIVE] Oh yes, you're right, you're right, you're right. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't know. I mean, they're up for renewal in like less than 2 months though, and they're.
[CUSTOMER][POSITIVE] In interesting.
[AGENT][NEUTRAL] I mean, if they still only have 3 people, I don't know how that's gonna work out for them.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Created at [PII].
[AGENT][NEUTRAL] Do you want me to send you this brochure at least working in customer service in the brochure?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, benefit brochure, it says for broker resources, but um
[CUSTOMER][NEUTRAL] gonna try and.
[CUSTOMER][NEUTRAL] Car correction tax space.
[CUSTOMER][NEUTRAL] Members, well, I would think it was a utilization report not just if they what they've used um.
[AGENT][NEUTRAL] But they probably wanna um.
[CUSTOMER][NEUTRAL] Well, I can
[AGENT][NEUTRAL] She wouldn't, no, 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?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] 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 so I'm assuming she may need a brochure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Maybe because, maybe because I've been here since [PII], like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I mean,
[AGENT][MIXED] Yeah, she can definitely get a brochure, although it doesn't really have much on it.
[AGENT][NEUTRAL] Um, do you, do you wanna see if customer service can send it and then you can call me back if not?
[AGENT][NEUTRAL] Or you just tell me what you want me to do?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] I'm trying to think because.
[CUSTOMER][NEUTRAL] Um,
[AGENT][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] Like, we can give her the brochure and we can give her like policies, but.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] 3 people are not gonna be able to.
[CUSTOMER][NEUTRAL] I wonder if she need a brochure.
[CUSTOMER][NEUTRAL] Wait one moment, just put it in our chat to see who is if [PII] respond.
[CUSTOMER][NEUTRAL] Because I thought I don't know why I'm thinking something that I 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.
[CUSTOMER][NEUTRAL] Not the mass of mas policy or anything.
[AGENT][NEUTRAL] like a policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And you say you have the brochure you can send to me?
[AGENT][NEUTRAL] Yeah, I have um
[AGENT][NEUTRAL] [PII] Christian school.
[CUSTOMER][NEUTRAL] Um.
[AGENT][POSITIVE] Yeah, I mean I can definitely send that to you because it's right here.
[CUSTOMER][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 through down that road and I can um let her know about the OSC and to access uh Lord words access the cards.
[AGENT][POSITIVE] Oh yeah, cause you can get temporary cards, you're right. Yes.
[AGENT][NEUTRAL] Are you um last name [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, there you go. I just sent it to you. I guess I could have sent you the policy, the proposal too.
[CUSTOMER][NEUTRAL] Uh, you're back.
[AGENT][NEUTRAL] Wonder if this is long.
[AGENT][NEUTRAL] Here let me send this to you too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Common.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEGATIVE] Oh wow, it's very low.
[AGENT][NEGATIVE] Like, um, yeah, super short.
[AGENT][NEUTRAL] The proposal is a little bit longer, but.
[CUSTOMER][POSITIVE] Super
[CUSTOMER][NEUTRAL] OK, yeah, I'll see if this is what she uh want and um.
[CUSTOMER][NEUTRAL] And I can give her the proposal that's something that could be sent to them.
[AGENT][NEUTRAL] Yeah, you can give them the the proposal that just the proposal is not for um insureds, the brochures um and like employee facing.
[AGENT][NEUTRAL] It's more the proposal is more for the broker, I guess. No, don't send that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, don't send the proposal.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] Uh, close current. I think she'd be fine with the summary of benefits because it, it's pretty much as um explain it to her, all that good stuff. Alright, Miss [PII], I appreciate you.
[AGENT][POSITIVE] Sure. Yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] If I, you too. Bye.
[AGENT][POSITIVE] Thanks. Bye.