AccountId: 011433970860
ContactId: dccbb731-8f25-4e93-97b8-6be6a828e066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285200 ms
Total Talk Time (AGENT): 150762 ms
Total Talk Time (CUSTOMER): 147764 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/dccbb731-8f25-4e93-97b8-6be6a828e066_20250324T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] Resources, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm having a, I have a broker on my other line, and it looks like we have, I don't even know if you can help me with this, so I'm just asking um this group, let me give you this group number it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 20939 Family Advocacy Community training.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they sent over an enrollment um spreadsheet which we've sent over for it to be processed and everything but there's some cancer products on here that look like they haven't been enrolled in just yet so um.
[CUSTOMER][NEUTRAL] I was just trying to see. I don't know who I need to talk to, honestly.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Probably Morgan because she was working on this. It was a hub request that was sent, but the thing is, she shouldn't have been, well, I guess they shouldn't have been sent a census for a CPA 2200 enrollment or A3. Those are not group products.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's my fault. I'm the one that did that. OK, I'm the one that did that. OK.
[AGENT][NEUTRAL] Yeah, um, we need individual applications, and I thought from my understanding, yeah, she was working with the agent on it, um, and he was.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's who's on the phone. OK. OK. OK, that's what I needed. That answers my question. So that's why the cancer went through still.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, cause I, I've seen it and I.
[CUSTOMER][NEUTRAL] In enrollment because we need them to fill out an app.
[AGENT][NEUTRAL] Yeah, I had sent it to them and I was questioning myself and then I said, well, I'm gonna send it and see what happens. And they ended up coming back and telling me they couldn't do it. And that was simply why. And I kind of knew and I double checked with [PII] and I thought, yeah, I thought [PII] had relayed to them because I think what the, the deal was is the applications have to be signed with the medical questions answered and the effective date is that he was questioning. So I think
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm. OK. OK.
[AGENT][POSITIVE] Give me a, let me check real quick. I know you got him on the phone, but I think I'm gonna have an email of [PII]'s confirmation that I can send back to you to kinda help you resolve it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me your last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, I found the email. I'm shooting it to you.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I think that's the last tidbit that we need. He was just trying to confirm what effective date and how it would be possible to.
[AGENT][NEUTRAL] Retroactive disease.
[AGENT][NEUTRAL] And I did check with billing, so we don't, we don't have any money in house that was another thing we were working on.
[AGENT][NEUTRAL] But [PII] confirmed.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, coming through.
[AGENT][NEUTRAL] So if we, he can just get those to us, well then we'll be able to proceed, but the rest of them have been issued that were eligible to be issued as far as the disability in the hospital indemnity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think there was that's all there was on the census.
[CUSTOMER][NEUTRAL] OK, let's see if Morgan that she sent that. OK, so let's see, Morgan, she sent out. OK, let's just stand. OK, so we need them to fill out app on the cancer. Everything was OK. It's just the cancer part had to be filled out on the apps. OK. OK, that helps me.
[AGENT][NEUTRAL] The cancer and the accident.
[AGENT][NEUTRAL] So it's 2 product accident. It was two products, it was both of them.
[CUSTOMER][NEUTRAL] And I know what
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the accident, OK. OK, the accident and the.
[AGENT][NEUTRAL] Yeah, they're old school policies and they're, yeah, they're individual. They've been on the books for a while, but they're individual.
[CUSTOMER][POSITIVE] My goodness. OK.
[CUSTOMER][POSITIVE] Yeah, I need the CPA. Yeah, I just didn't even think about that when I said that. I need a CPA with individual, but OK, you helped me. I'm glad I got to the right person, so thank you so much. I will let her know. OK. Have a good evening. Uh, bye bye.
[AGENT][POSITIVE] No problem.
[AGENT][POSITIVE] All right, thanks. Have a good day. You too.
[CUSTOMER][NEUTRAL] Oh my goodness. OK, sorry. OK, so what the deal is, excuse me, the accident policy.
[AGENT][NEGATIVE] I think she hung up.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What? OK, sorry. I thought somebody else. OK, so the accident.
[AGENT][NEUTRAL] I don't think she
[AGENT][NEUTRAL] I don't think she's on anymore, [PII]. Did you still got [PII] on the phone. I don't.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sorry, bye. I may have hung up on her. I think she's on my other line. bye.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Yeah, he is, who is this? Hi, are you there?
[CUSTOMER][NEUTRAL] Yes, can you hear me? OK, sorry, I thought I told you. I thought it was somebody else is on my, I have two people talking to me. Sorry. OK, so I got with our customer service.
[CUSTOMER][NEUTRAL] And anyway, so, OK, so on the accident product.
[CUSTOMER][NEUTRAL] And