AccountId: 011433970860
ContactId: f6d1f8b2-b3de-41c6-a6e6-c704e340f514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639549 ms
Total Talk Time (AGENT): 185265 ms
Total Talk Time (CUSTOMER): 264548 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f6d1f8b2-b3de-41c6-a6e6-c704e340f514_20250121T17:10_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], good morning. This is [PII]. [PII], I am trying to finish up, uh, a renewal, the uh group coverage and participation form for a group called Cosmo International.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Now they, they had, we termed some people, we added some people all within the last 3 or 4 or 5 days, so I didn't send this in because I didn't know what the correct roster was going to be. Um, would you be able to tell me if you, if all of this has cleared up now and I can finish this and send this in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, let me pull it up real quick.
[AGENT][NEUTRAL] See if we had a [PII] renewal date. Let's see.
[CUSTOMER][NEUTRAL] They do mhm.
[AGENT][NEUTRAL] It says it's still on renewal hold.
[AGENT][NEUTRAL] Let me look and see.
[CUSTOMER][NEUTRAL] Do you need me to send this in?
[AGENT][NEUTRAL] Yeah, well, let me see if I've got I'm trying to see if they had notes out here. Bear with me just a second. Let me look at something really quick in this folder just to see.
[AGENT][NEUTRAL] Penny 253.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm looking to see if it's been submitted.
[CUSTOMER][NEUTRAL] I think they have 54 or 44 I can't even remember now.
[AGENT][NEUTRAL] You think they have 54, OK, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just didn't know what to put on this form because it changed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That changed. OK, so you know what the current enrollment is? Are you asking like how many people are insured, is that what you're talking about?
[CUSTOMER][NEUTRAL] How many people are insured, right?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Let's see, did you let me see what we have in our system at the moment.
[CUSTOMER][POSITIVE] Because I, I'm ready to hit, I'm ready to hit send and send this over to you.
[AGENT][NEUTRAL] Just go, yeah, go ahead and send it over cause I don't.
[CUSTOMER][NEUTRAL] But I don't have a number in total number of benefit eligible. I thought it was 54 or 44. I can't remember now which one.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, let me see what we have on here too.
[AGENT][NEUTRAL] Well, I will not give me a clear indication. Give me just a second. Let me, I have a quicker way to look at that. Give me just a second.
[AGENT][NEUTRAL] The group number I've got in front of me 25309.
[AGENT][NEUTRAL] Waiting for this
[AGENT][NEUTRAL] Enrollment to load so I can see how many people are out here.
[CUSTOMER][NEUTRAL] Because I gave you about 43 or 4 people to add and a couple people to take off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so if it's in, I don't they probably haven't processed all of that from what I'm looking at because um if the group send a new renewal hold, they usually won't take make any of the updates. When did you send the last.
[AGENT][NEUTRAL] Thing about updating.
[AGENT][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] I wouldn't know that I couldn't tell you.
[AGENT][NEUTRAL] OK, I'm just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, you know what, maybe I can tell you. Hold on one second, let me.
[AGENT][NEUTRAL] You see a deal about long cards.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, I have the names of the people.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that we needed to add.
[AGENT][NEUTRAL] OK, what's the name of one of them?
[CUSTOMER][NEUTRAL] You want me to tell you the names?
[AGENT][NEUTRAL] Yeah, go ahead and give me the name and I can search.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Nope, she has not been added.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII], nope, [PII] has not been added.
[CUSTOMER][NEUTRAL] All right. Uh, uh, a lady by the name of, of uh [PII], I don't know. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and, and the, the last one is um [PII] Those four.
[AGENT][NEUTRAL] No, no, those have not been added.
[CUSTOMER][NEUTRAL] OK, so we need to add those 4 to the total. So what are you showing right now?
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Hang on just a second, I just lost my place on that spreadsheet. Give me just one second.
[AGENT][NEUTRAL] Of course. Why does there have to be spaces in the spreadsheet? Oh my goodness, I see 123.
[CUSTOMER][NEUTRAL] And we also have 3 I think that we removed. You want me to tell you what the 3 were that we removed, see if they're gone.
[AGENT][NEUTRAL] 12.
[AGENT][NEUTRAL] Yeah, yeah, go ahead and give me that just to make sure.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me uh let me go to that area here, OK.
[CUSTOMER][NEUTRAL] So let's see that came.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] Got it right here.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the ones we're taking off is [PII].
[AGENT][NEUTRAL] She's still on there.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Say that last name one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK. KAN. She's still on there?
[CUSTOMER][NEUTRAL] And last one is uh [PII] Yeah, I sent this to you on the [PII].
[AGENT][NEUTRAL] OK, yeah, she's still on there. Yeah, but they're all still on there because uh it's in renewal hold. So are you, do you have the renewal information that you're sending?
[CUSTOMER][NEUTRAL] Determinate or something.
[CUSTOMER][NEUTRAL] I do, um, I have the renewal information. It sounds like we're taking 3 off and putting 4 on, so whatever you show we need to add 1 more.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] So what are you showing as the uh as the total?
[AGENT][NEGATIVE] I wish that they had an easier way for me to see the total is driving me nuts. Hang on just a second, sorry, my screen keeps bouncing. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Gosh.
[AGENT][NEGATIVE] Sorry, I don't know why is this taking so long.
[AGENT][NEUTRAL] cantor.
[AGENT][NEUTRAL] 40
[AGENT][NEUTRAL] I'm 42 currently enrolled.
[CUSTOMER][NEUTRAL] Alright, so we'll make it 43 and call it a day, right?
[AGENT][POSITIVE] That'll work, yes.
[CUSTOMER][NEUTRAL] After the adjustments, that's gonna be where it's gonna be.
[AGENT][NEUTRAL] Mhm. Right.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] Let's say 43.
[CUSTOMER][NEUTRAL] And 43 OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so I have this here now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see if I can, let's see.
[CUSTOMER][NEUTRAL] So we have this here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, let's get send and send this to you right now.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna throw it on the on an email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just open it up and make sure it's showing it correctly, yeah, it's showing correctly.
[CUSTOMER][POSITIVE] Alright, OK, so I'm sending this in right this second and uh hopefully we can, we can get this thing uh completed.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] In the subject line I just put Cosmo I N T L.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, APL group coverage form.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, alright, I'm just gonna say see attached.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That should do it. OK, alright, I just, I just sent it to you.
[AGENT][POSITIVE] OK perfect we'll take care of that for you. Anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, um, no, I think for the moment, uh, that's the only renewal that I've been kind of waiting on, so yes you could.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] We'll get it pushed through.
[CUSTOMER][NEUTRAL] I just wanna make sure we we get that right, yeah, OK, so you'll you'll have 3 removing and 3 adding.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I had sent you the the the applications for the new people and uh and the ones were taken off.
[AGENT][NEUTRAL] Yeah, uh, once it gets out of renewal hold, all of that will be adjusted, so yes.
[CUSTOMER][POSITIVE] OK, all right, sounds like a plan. All right, thank you much. You too talk to you soon bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a good day. Thank you. Bye-bye. Mhm. Bye-bye.