AccountId: 011433970860
ContactId: dde9032d-c454-423a-9be5-4c175cb228fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295940 ms
Total Talk Time (AGENT): 124419 ms
Total Talk Time (CUSTOMER): 113779 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/dde9032d-c454-423a-9be5-4c175cb228fd_20250203T18:20_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]. How are you? This is [PII].
[AGENT][POSITIVE] I'm doing good how about yourself?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I have a member on the line and she's calling me because she said that her policy should have been changed this year to a higher amount than what we're showing. Um, I pulled the group, I don't see any other policies or any changes, um, but she said that, yeah.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Um, it's 246-1873.
[CUSTOMER][NEUTRAL] And she said she received an email confirming that change.
[AGENT][NEUTRAL] I do have several options.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] Oh, the system's moving slow. Hang on.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] And of course there's no detailed description of anything.
[AGENT][NEUTRAL] Hang on, let me look at one more thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She said she got an email from us.
[CUSTOMER][NEUTRAL] No, not from us, for her employer saying that the change went through that it's supposed to be 5000 instead of 3000 for this year.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And that's why she's like, well, I got this email saying that it went through.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm be.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I I was thinking maybe it was on renewal hold.
[CUSTOMER][NEUTRAL] No, it's not. I check on that. I check everything that's why I'm like, hmm, let me check with customer service.
[CUSTOMER][NEUTRAL] Yeah, if it was in renewal, I know they just need to wait for that to drop.
[AGENT][NEGATIVE] Well, it should be on renewal hold, but it's not. I don't know why.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, let me shoot.
[AGENT][NEUTRAL] She may just have to get the employer to contact us cause it doesn't look like we got anything.
[CUSTOMER][NEUTRAL] OK, that's what I was telling her that if we don't have anything more than likely she will have to get um with HR and have him to either send something in writing or contact us.
[AGENT][NEUTRAL] Let me see if they're sending the group the renewal though. I don't know why I don't renew a hold, but it should be because it was done last year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. [PII]'s working on the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're making a plan change. They're removing the 1000 plan and going to the 3000 plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Only.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, only?
[AGENT][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Because you said you're supposed to be in the 5000.
[AGENT][NEUTRAL] Yeah, they're, they got 3 options. They're dropping the, the 10.
[CUSTOMER][NEUTRAL] Oh, the one that, yeah, because it's too low and then they're keeping the 3 and the 5, yeah. She was telling me that. She's like, we had a change of the other insurance and now it's really high, so.
[AGENT][NEUTRAL] Uh-huh, mhm.
[AGENT][NEUTRAL] Yeah, we're still working on it. It's just
[CUSTOMER][NEUTRAL] You're working on.
[AGENT][NEGATIVE] Yes, I don't know why it's not on renewal hold. She must have not.
[AGENT][NEGATIVE] She must have started working on it and never came back to it. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what's the best thing to tell the customer, the insured?
[AGENT][POSITIVE] That the group is still being processed through renewal and as soon as the renewal is completed we'll have everything updated she'll receive new cards um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can tell her that we're still working on it and that she should have something by the end of the week as far as updated, but of course, it won't go out in the mail probably until next week. I can ask [PII] to see if she can get the group done.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Well, she's waiting for the one that, uh, on the online service center. She's looking there. She said she don't see it there.
[AGENT][NEUTRAL] Yeah, it'll probably be at towards the end of the week or next week as far as the update um before it's visible, but yeah, um I'll have to shoot her a message and let her know that people are calling, but it is on renewal hold. It's just not.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Somebody didn't set up the screen right?
[CUSTOMER][NEUTRAL] OK. OK. Got you. OK dokey. Well, that's all I needed to know. I just needed to know what to tell them.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day. OK. Bye-bye.
[AGENT][POSITIVE] All right. No problem. You're welcome. Thank you. Bye-bye.