AccountId: 011433970860
ContactId: e7d6b7ac-9ef8-4140-af79-04032af9e142
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 680690 ms
Total Talk Time (AGENT): 212426 ms
Total Talk Time (CUSTOMER): 369951 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e7d6b7ac-9ef8-4140-af79-04032af9e142_20250521T19:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, did you say [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the broker's office.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] 3 employees, uh, the group has contacted us and saying that 3 employees that should be enrolled as of [PII] are not showing on their invoice.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Oh, OK, and you kind of dropped out. I just got, yeah, um, and I just got a bunch of static there for a minute until I heard 3 employees. So what group is this for?
[CUSTOMER][NEUTRAL] We kind of have that.
[CUSTOMER][NEGATIVE] The Employees are not enrolled effective [PII].
[AGENT][NEUTRAL] OK, what group is this for?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I apologize, of course, you don't know. That is for group number 14091 Barnett's Towing.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and [PII], who is the writing agent on this?
[CUSTOMER][NEUTRAL] Uh, I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not who we have listed. um, what agency are you calling from?
[CUSTOMER][NEUTRAL] [PII] of [PII].
[CUSTOMER][NEUTRAL] The name that I gave you, [PII], she's the producer, so it might be the record might be under the agency Acreer of California.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm showing an [PII].
[CUSTOMER][NEUTRAL] [PII], uh, yeah, what, what's his last name we got my goodness, he, he goes in and out of the company, um, uh, yes, he's, he's our company president.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's a producer, but he doesn't do much writing anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see what we have going on.
[AGENT][NEUTRAL] It looks like it was just released from a renewal hold.
[AGENT][NEUTRAL] Last week, maybe.
[CUSTOMER][NEUTRAL] Renewal hold?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um, they were effective [PII] but we never received the renewal information from [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] And so
[CUSTOMER][NEUTRAL] OK, uh, so let's see here. Let me type in this email for the account manager and I, I'm just adding notes on the email as, as you're explaining to me. So, uh, company just released from renewal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All last week.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Was that you see.
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] OK, so that's one issue that I will then be account manager know.
[AGENT][NEUTRAL] OK, so it looks like.
[AGENT][NEUTRAL] [PII], [PII], and [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Let's see here, yeah, let me look at this email real quickly. Thank you so much. I think that might be them. Let me see here, uh.
[CUSTOMER][NEUTRAL] [PII], [PII], and [PII] is what the group is saying. It's not, they're not showing on the invoice.
[AGENT][NEUTRAL] Yeah, so there's actually 4 people that were effective, uh, 11.
[AGENT][NEUTRAL] There's the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, I will add that to [PII] to to the email and so.
[CUSTOMER][NEUTRAL] Uh, being that it, the group was released from renewal hold, then they will be the enrollment has been processed or is being processed, what's the status?
[AGENT][NEUTRAL] They're they're active. We are gonna need premium for January, February, March, April, May.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So they'll get probably 6 months' worth of bills.
[AGENT][NEUTRAL] Um, depending on
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, um, OK, stop. Well, the
[CUSTOMER][NEUTRAL] The group is going to be paying because they're working on the invoice that's how they determined that these 3 individuals they're saying that they, they skip [PII], um.
[CUSTOMER][NEUTRAL] They don't show these three individuals uh on the invoices. Can, uh, an updated invoice be generated so that they can also pay the premiums for them as well? Because I imagine these are not the only enrollees, is that correct? Or, or am I, uh, we don't have login access which I just requested from the account manager while we don't have it for us to review the account online.
[CUSTOMER][NEUTRAL] Um, and so,
[CUSTOMER][NEUTRAL] are these the only employees enrolled with this benefit, or if you can guide me on that.
[AGENT][NEUTRAL] Oh
[AGENT][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] No, I can send a group detail report showing everybody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but would a new for them to pay, uh would a new invoice be generated or um give me some guidance if you would.
[AGENT][NEUTRAL] My guess, I think our bills run this weekend.
[CUSTOMER][NEUTRAL] OK, alright, I, I will let them know because it's like closer close to the end of the month and then they should be included in that new invoice.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They will, they will be included. They'll see them like 6 times on the invoice.
[CUSTOMER][NEUTRAL] Because of the atro um
[AGENT][NEUTRAL] They'll see them for Jan so they'll see them for January, February, March, April, May, yeah.
[CUSTOMER][NEUTRAL] Enrollments that re for months, yeah.
[CUSTOMER][NEUTRAL] Which makes sense, yeah, which makes sense because, and they'll, it'll make sense to them, but we'll explain it to them. So again, it's those, it's [PII], [PII], and, and [PII], and they are enrolled. They will be showing on the next invoice which.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would be within the next week, right, but this is uh interesting on that renewal hold uh we'll let the account manager know and and go from there.
[AGENT][NEUTRAL] OK. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, you've been wonderful with your explanation and, and what was your name again? I apologize I didn't write it down.
[AGENT][NEUTRAL] My name is [PII] And just so you're aware, there was one that was effective 51. His name is [PII].
[CUSTOMER][NEUTRAL] [PII], let me see here. OK.
[AGENT][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Oh, I don't see him here.
[CUSTOMER][NEUTRAL] And see
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Uh, my [PII]. Oh my, OK, here we go. [PII], OK.
[AGENT][POSITIVE] Yeah, he was effective 51.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, and he's also going to show on the invoice, um, OK, all right, uh, yeah, I just brought up this record on the enrollment system.
[AGENT][POSITIVE] Mhm correct.
[CUSTOMER][POSITIVE] [PII], thank you so much for your assistance. You've been very helpful.
[AGENT][NEUTRAL] Not a problem and I'm actually looking online at their online account let me see if these guys are showing up.
[CUSTOMER][NEUTRAL] Yeah, I, um, some time ago I requested of, uh, let's see.
[CUSTOMER][NEUTRAL] Uh [PII], who also, we, we have two contacts, [PII] and [PII], and I personally contacted [PII] for that, for her to.
[CUSTOMER][NEUTRAL] To give us access to any employer access that she had and I've been chasing after her.
[AGENT][NEUTRAL] OK. So [PII] showed up.
[AGENT][NEUTRAL] On, on the statement.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Which one am I looking at? This is the April. So if they actually go on to their online service center account, let me see who they who has access to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They can pay their statements online, so.
[AGENT][NEUTRAL] So [PII], yeah, [PII] has access and it looks like.
[CUSTOMER][NEUTRAL] [PII] and yeah.
[AGENT][NEUTRAL] She has not accessed her online portal, this portal for almost a year.
[AGENT][NEUTRAL] Um, and then.
[CUSTOMER][POSITIVE] And yeah and it it it that makes perfect sense because she reaches out to us for everything and
[CUSTOMER][NEUTRAL] You would think that she would log in to find things out but she doesn't and we we're we're.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then somebody else, yeah, somebody else just logged on today.
[AGENT][NEUTRAL] So if you just, yeah, if you get with the group, um.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] I would say probably talk to [PII]. um, all of her bills are out there.
[AGENT][NEUTRAL] And they all have the updated information.
[CUSTOMER][NEUTRAL] OK, I will let him know and so [PII] has access and when you say somebody logged in you, you have no idea who that is. I wonder if it was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, the name is not on here. I have no idea, um.
[CUSTOMER][NEUTRAL] Oh, gotcha.
[CUSTOMER][NEUTRAL] And so, OK, so it's uh one of the two that has, I don't know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Could have been [PII] who was logged in but uh but she doesn't know how to operate the system and I have, I have the portal here but we don't have a log in so question for you, I, I imagine that they need to grant us access, the employer as as most carriers do because typically we reach out to them um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yeah, Sabrina could give you a.
[CUSTOMER][NEUTRAL] For them to give us employer access.
[AGENT][NEUTRAL] She could actually set you up, but the email to the one that I don't know about goes to [PII] so I would imagine she's the one that probably logged on earlier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, so all of her statements are out there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful, wonderful, [PII]. Thank you so much for your assistance. You have a wonderful rest of your day.
[AGENT][POSITIVE] No, yeah, no problem, [PII]. You have a great day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Um bye bye.