AccountId: 011433970860
ContactId: ee6d356a-950f-4bd0-b96c-6852b0f65522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 537859 ms
Total Talk Time (AGENT): 132819 ms
Total Talk Time (CUSTOMER): 307344 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ee6d356a-950f-4bd0-b96c-6852b0f65522_20250306T17:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] On APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling, uh, I'm the employer. Let me put you on speaker. I'm sorry. I just said something that I wasn't supposed to, so give me a second.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK. All right. So, the screenshot. OK, let me try to put you on speaker.
[CUSTOMER][POSITIVE] I love me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I'm calling on the employer and I'm calling with regards to a policy that the employee is telling me that when she called. They have said that we had canceled the policy and I wanted to make sure that we are, she's contacting the right number and she's giving information about the policy, so she could help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am um can I please get your name and your group number?
[CUSTOMER][NEUTRAL] My group number. Let's see where I could find that because I am not seeing.
[CUSTOMER][NEUTRAL] Um, let's see. I don't have a good number, maybe, um, yeah, the account number is 3000.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 397-07.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Householdings.
[AGENT][NEUTRAL] And then what is your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK thank you and what is the member's name and policy number?
[CUSTOMER][NEUTRAL] I have the name. I don't have the policy. Um, that information is not.
[CUSTOMER][NEUTRAL] Given to me, but her name is uh last name, let me spell that for you because this is a weird name. Uh yeah, so let me, let me get the correct one. I have the invoice in front of me but it doesn't have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the policy. So, the last name is [PII].
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I have the so I do have social. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Which is [PII] [PII].
[AGENT][NEUTRAL] OK, and what is the social?
[AGENT][NEUTRAL] OK, let me see if I can find a member by that.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Information
[AGENT][NEUTRAL] OK, and you're calling from the employer who.
[CUSTOMER][NEUTRAL] I'm calling from Health Holdings. Yes, I am exactly. I'm the employee. I work in the benefits. Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] I do see that the policy is no longer active.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] OK. And is, do you know why? Is it for nonpayment or what is it? Because we, I just have the payment in front of me for the February, so I wanted to understand what's going on, what's missing.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, we received notification from the underwriter.
[CUSTOMER][NEUTRAL] Is it specific to this one employee or is it specific to the entire company?
[AGENT][NEUTRAL] I don't have that information. Um, what I can do is.
[CUSTOMER][NEUTRAL] OK. Can I give you
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Let me see if I can look under the group.
[CUSTOMER][NEUTRAL] I was gonna give you another number uh and another employee's name to see if this is just isolated to to this one person and for whatever reason.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I don't have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let me look at the group real quick. 256-47.
[CUSTOMER][POSITIVE] Mhm I appreciate so I have uh yeah I know.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] She's [PII] and I, so I have her in my
[CUSTOMER][NEUTRAL] January, February and March bill, and we've paid up to uh February. We don't have any outstanding bill. We have not gotten the March bill.
[AGENT][NEUTRAL] OK, I can't give out any more information than just to let you know that the policy is lapsed because you're not the contact person for the group.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. OK, can I give you another, yeah, if I give you another name and another number, Social Security, can you at least check that for me?
[AGENT][NEUTRAL] So in order, it's
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, so the next person is gonna be.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] So it's uh [PII] and let me know when you're ready for the social. So weird.
[AGENT][POSITIVE] I'm ready for it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] I also see that this policy is no longer active and let's see the date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Effective [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. I'll, I'll speak to my broker, um.
[AGENT][NEUTRAL] And Miss [PII], can you please
[AGENT][NEUTRAL] Yes ma'am can you please get last name?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] My last name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] [PII], OK, thank you so much.
[CUSTOMER][NEUTRAL] The, um, the, the my boss, no problem. Let me ask you a question. Um, um, my director, my HR director [PII], she should be the contact and if not, then it should be my broker, which are the people from USI, their broker company. So, um, do you have USI as the broker or do you have to sell because you sell this here.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][NEUTRAL] Yeah, I could just walk into her office and get this square away.
[AGENT][NEGATIVE] It's pulling up for me not.
[AGENT][NEUTRAL] I can't I'm not allowed to give out information about it.
[CUSTOMER][NEUTRAL] OK, no problem. I can only imagine.
[AGENT][NEUTRAL] Because you're not the contact for, yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] But I do appreciate you calling and if there's anything else I can help you with Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I would like to know who can, um, who should be calling. Is it USI so that I could contact them, or is it my boss? My boss is here. [PII] is here, and we could walk into her office so that she could give me the information and we could resolve this right now, but I need to know if it's USI, you know, I have 3 team members in USI which is like a broker company. It's, um, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or if it's my boss, I could just go into her office which is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just need to resolve it right now.
[AGENT][NEUTRAL] Yes, I believe it's your bos.
[CUSTOMER][NEUTRAL] Is my boss, OK, let me, let me go over there right now because we need to, yeah, stay with me on the line, stay with me. Let me see if she's available.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, a bowl of sweets.
[CUSTOMER][NEGATIVE] It's not in help. OK. I will, um, I will have to, I will have to call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Then with her thank you I appreciate it.
[AGENT][POSITIVE] OK, sounds perfect.
[AGENT][POSITIVE] Thank you. You're welcome, Miss [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thanks no no problem OK.
[CUSTOMER][POSITIVE] Yeah. No problem. Thank you.
[AGENT][NEUTRAL] Bye bye.