AccountId: 011433970860
ContactId: dc704fab-e434-4696-926d-e076e4a36e05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383829 ms
Total Talk Time (AGENT): 124771 ms
Total Talk Time (CUSTOMER): 229887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dc704fab-e434-4696-926d-e076e4a36e05_20250327T19:20_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], this is [PII] on the care team. How are you today?
[AGENT][POSITIVE] Good how are you doing?
[CUSTOMER][NEUTRAL] I'm fine thank you. So I have an agent on the line who's wanting, well, at first it was someone in his office and then but he's there because this group's in renewal and they're wanting, uh, they said they received an email from APO they don't know who sent it. I mean they're he's rude, but it doesn't that doesn't matter. It's um it's [PII] is who it is.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's group number [PII] mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And he's calling on group 17021 South Miami inpatient physicians.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So the group is in renewal. There's not an invoice first off, but he says he's received an email wanting all, you know, enrollment information and they're needing some type of previous bill. He, he didn't say why is that. But anyway, you know, I just told him he would try, I tried to tell him he was speaking to the wrong department and of course when I asked him if there's anything else I could help him with him, help him with before I connected him over to broker resource, you know, it was essentially I didn't help him at all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] So I mean you know hey you can't tell me who sent you the email. I, I, you know, you're not helping me either.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But of course, I didn't say that.
[AGENT][NEUTRAL] Yes, so you said the group number was 17201?
[CUSTOMER][NEUTRAL] No, 17021.
[AGENT][POSITIVE] 17021. OK, I was about to say that one came up as lap. Alrighty, perfect. I will take them whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Uh, OK. Well, thank you so much and I hope you have a nice afternoon, [PII].
[AGENT][NEUTRAL] You as well.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK perfect so um I was told that the care team um spoke to you a little bit about the renewal. Can you provide me a little bit more information on that?
[CUSTOMER][NEUTRAL] What kind of information would you like?
[AGENT][NEUTRAL] Um, I guess what what was the reason for your calling?
[AGENT][NEUTRAL] She said that you received
[CUSTOMER][NEUTRAL] I'm the agent.
[AGENT][NEUTRAL] Yeah yeah yeah yeah um she said you received an email from us, um, and so I was just curious what the email was.
[CUSTOMER][NEUTRAL] Here, here, ma'am, listen, listen, listen, listen, let's make it simple, OK? You have written to me on [PII]. I'll read you the letter if you want me to, and you're asking me the participants, the number of participants in this particular plan.
[CUSTOMER][NEUTRAL] And uh the
[CUSTOMER][NEUTRAL] Information about the major medical deductible, the out of pocket maximum, how many people, so forth, group coverage and participation form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] and you want me to get this done uh based on your [PII] letter telling me that there is no increase in the premiums that the the plan may be subject to effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need any more information than that, ma'am?
[AGENT][NEUTRAL] Um, no, sir.
[AGENT][NEUTRAL] So, um, I guess, what were you, what were you, what was the question that was being asked, I guess, then?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What did, what did, did I speak to you or or are we having a new conversation?
[AGENT][NEUTRAL] We're having a new conversation.
[CUSTOMER][NEUTRAL] OK, I'm asking for the latest billing on this APL.
[CUSTOMER][NEUTRAL] Group number 17021.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] South Miami inpatient physicians.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So it looks like they're in renewal hold so um what that means is for.
[CUSTOMER][NEUTRAL] Ma'am, ma'am, stop, stop using this word renewal hold. I don't know what that means, OK? I am being requested information from you guys and to do my due diligence on this particular group I need information from you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll be happy to send you over a um an invoice in a group um detail report. Is the email to reach you at [PII]?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect we'll send that email to you.
[CUSTOMER][POSITIVE] Great. Am I asking you something unusual?
[AGENT][NEUTRAL] No sir.
[CUSTOMER][NEUTRAL] OK, I don't understand what, what is the difficulty.
[AGENT][POSITIVE] There's no difficulty we're gonna send that over to you um everything's gonna um work out and so I'll send that over to you shortly OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you have my telephone number in case you have any questions?
[AGENT][NEUTRAL] Yes, sir. Um, I have the phone number as [PII].
[CUSTOMER][NEUTRAL] And I'll give you my direct line as the agent [PII]. You're speaking with [PII]. How long has this.
[CUSTOMER][NEUTRAL] Particular plan being in effect, please?
[AGENT][NEUTRAL] Um, it has been an original effect since [PII].
[CUSTOMER][POSITIVE] OK, very good. 10 years. And you're talking to me as if I'm like uh a blue moon or something.
[AGENT][POSITIVE] No, sir. I'm so sorry if that's the impression that you're getting. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[CUSTOMER][POSITIVE] I brought you the business and we're trying to renew the business.
[AGENT][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Yes, sir. We'll get that over to you.
[CUSTOMER][NEUTRAL] After 10 years of patronage.
[CUSTOMER][POSITIVE] Good. I'm glad. I'm glad to hear that. Thank you. Good day.
[AGENT][POSITIVE] Alrighty bye bye.