AccountId: 011433970860
ContactId: 0095f6d4-224f-4b86-b93a-b72f4a8e295f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 819400 ms
Total Talk Time (AGENT): 246808 ms
Total Talk Time (CUSTOMER): 426084 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/0095f6d4-224f-4b86-b93a-b72f4a8e295f_20250109T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], I'm an employer with an employee that was supposed to be enrolled in open enrollment, which was the beginning of the year [PII] as a recipient of gap insurance, but he's when he calls he's not listed on there and I tried adding him on the platform and an employee um but it's not letting me do it because it's effective [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, because of the date? OK. Um, let me just.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me double check the.
[CUSTOMER][NEUTRAL] And I called, uh, I emailed my rep my usual rep, but evidently she just does billing so.
[AGENT][NEUTRAL] OK, um, let me check the.
[CUSTOMER][NEUTRAL] They'll take your money.
[AGENT][NEUTRAL] Let me check the group number. What is?
[CUSTOMER][NEUTRAL] If I'm missing something and invoice she lets me know.
[AGENT][NEUTRAL] Right, right. Um, what is the group number?
[CUSTOMER][NEUTRAL] But I don't have we, and this is probably gonna be an issue because I don't have a regular rep I'm assuming we had one but she's no longer doing that, I guess.
[AGENT][NEUTRAL] Oh, she's no longer with our company?
[CUSTOMER][NEUTRAL] I don't know, um, I forget what her name is. It was an odd one, [PII] or something. I don't know for sure.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Have to look and see for sure.
[AGENT][NEUTRAL] Yeah, you may just need to.
[CUSTOMER][NEUTRAL] But anyway, back to the current problem, you know.
[AGENT][NEUTRAL] You may need to just um yeah you may just have to send an email to get them added but I wanna double check and just make sure I don't see them listed on the group um so.
[CUSTOMER][NEUTRAL] 00, that's fine, you know, and I don't mind doing that, but he's got an MRI scheduled this afternoon.
[AGENT][NEUTRAL] Oh, OK. Hmm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. So what is the group number?
[CUSTOMER][NEUTRAL] Um, hold on, I have to get to my account. Groom, uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sorry, I'm going through here on my website. I can probably find it, but I'm gonna go.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Let me pull up my invoice that would tell me, right?
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] I'm sorry, I'm being petty.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] No, we just had such bad service, uh, you know, even with our, um, it it's been really a roller coaster with APL here recently, so.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] And, and going balancing forth and not having someone I can call and say your email direct saying hey do this person real quick or help with this, you know, has been a big issue so to the point where I'm getting ready to say maybe we should start looking somewhere else so.
[AGENT][NEUTRAL] Uh, I'm sorry.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's see here our gap contract let me look here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've got it pulled up here um I'll give you, let's see.
[CUSTOMER][NEUTRAL] Can I give you my invoice number that I can see that pulled up here.
[AGENT][NEUTRAL] I can search by the name here. Let me take a look.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be interstate personnel.
[AGENT][NEUTRAL] You said inter interstate personnel?
[CUSTOMER][NEUTRAL] Services.
[CUSTOMER][NEUTRAL] Interstate personnel services, yeah.
[CUSTOMER][NEUTRAL] I'm still going there. I'll find it. We haven't changed without from APL forever so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see, I'm looking for my plan document that might tell me something.
[CUSTOMER][NEUTRAL] I'm looking at one of our claim forms. I don't see that one either.
[AGENT][NEUTRAL] If you still have the invoice number I can try by that.
[CUSTOMER][NEUTRAL] Yeah, let's try, let's try the [PII], so, um, invoice number is 6353004.
[AGENT][NEUTRAL] 635-3004.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm still looking to to find the number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Or Pasco truck lines we're usually generally known as interstate personnel services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it might be under Pascal truck lines.
[AGENT][NEUTRAL] Oh, there we go. OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Oh, I found it now that you found it.
[AGENT][NEUTRAL] It's always the way it works, huh? OK. Who, who is the uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know, right? OK, so our group number by the way, so.
[AGENT][NEUTRAL] Who is the employee we're looking for?
[CUSTOMER][NEUTRAL] [PII], now he had it previous years, OK, but he decided to pick it back up [PII] on our open enrollment so and it was supposed to be active [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I believe his rate was like 1727. He's at 55 plus so.
[CUSTOMER][NEUTRAL] That's weekly right so.
[CUSTOMER][NEUTRAL] And we have it and I don't know if you're familiar with PlanSource, but that's that third party administrators who we go through to have our EDL files uploaded to like MetLife or whatever. He registered and everything's correct and he's been paying for it, so he actually has it, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But for some reason it's not on APL and I don't know if that just because my first upload I have to do on my insurance. I don't know when I do the remittance, I don't know.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I had some questions and I sent it to I believe the person that does our billing and then she pushed me off to customer service so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify when you're trying to do the enrollment, it's on our like online service center correct?
[CUSTOMER][NEUTRAL] Usually Cottingham and Butler are our brokerage usually we start in by putting our uploads or the EDI file from PlanSource or third party administrator of our insurance, you know, like they go on in the platform and they pick it out like they want this, this and this, you know, usually they'll send an EDI file.
[CUSTOMER][NEUTRAL] And shoot it towards, you know, like MetLife, UMR APL, so I didn't know if maybe they've done this already or maybe he's just missing off of it or what that should have been done like the week of [PII].
[AGENT][NEUTRAL] OK, yeah, so I'm just wondering because I don't see [PII] listed, but I wanna make sure that so if you guys generally do the open enrollment if you're using our platform or if you use a different platform.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I that's November, yeah, yeah, usually, yeah, usually we, we did it like [PII], and he would have been uploaded like as soon as [PII] pass, but it's not even in there but we have been taking deductions out for that based on our third party that PlanSource, you know.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so the enrollment is generally done through a different platform it sounds like the normally the APL.
[CUSTOMER][NEUTRAL] Right, we, they go in there like a grocery shopping cart. They can upload or pick, you know, they want the PPO or if they want this, they want that. Now the person that I did start billing, I just found our email on this uh [PII] does our billing and stuff, and she's the one that said I'm gonna push this over to customer service team so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Um, so,
[CUSTOMER][NEUTRAL] If I had any questions about the enrollment.
[AGENT][NEUTRAL] Can I get your first name?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]
[AGENT][POSITIVE] OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] But the, the main my view is [PII]. It might be the individual billing for her.
[AGENT][NEUTRAL] Yeah, I see that here.
[AGENT][NEUTRAL] OK, so I'm gonna need to get somebody on the line and broker resources to help you with the enrollment. Um, is this [PII] a good call back in case something happens?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's not a good pla I mean it is a good number, but it's gonna roll you to the switchboard. So let me give you my direct line number, OK? It's [PII]. That way you won't have to hit a switchboard, hit HR, that kind of thing, you know, that's a direct number, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much, [PII]. Give me one second. I'm gonna place you.
[CUSTOMER][NEUTRAL] No, uh, uh, pertaining to Mr. I understand we can solve the issue of the EDI and maybe I just don't want him to be like him of multiple people that are missing off of it, you know, but is there something we can do for Mr. [PII] now? What can we do with that?
[AGENT][NEUTRAL] Yeah, so that would be definitely it's a good question and that's something that I will ask to broker resources and see if there's a way that, yeah, since he has something scheduled today if there's anything we can do for an activation today so and like back to [PII] so let me, let's find that out for you, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII] on new app.
[AGENT][NEUTRAL] I don't know if.
[CUSTOMER][NEGATIVE] Fferring.
[AGENT][NEUTRAL] I don't know what that means notify [PII].
[CUSTOMER][NEUTRAL] This is [PII] iner Resources.
[AGENT][NEUTRAL] Hi, this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm all right. How are you?
[AGENT][NEUTRAL] I'm good thank you um I have a [PII] on the line with a group and she is calling about an employee that was supposed to be added for open enrollment and they're not on there and when I asked her she said that she they don't use the OSC for enrollment so I think that's something that maybe you guys help with is that right?
[CUSTOMER][NEUTRAL] Um, no, not really. Um, what's the, uh,
[AGENT][POSITIVE] Oh, OK, I'm sorry.
[CUSTOMER][NEUTRAL] Well, what's the group?
[AGENT][NEUTRAL] Uh, the group number is 16265.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's numerous places that they're using if they're just sending in um the enrollment file template actually this one is.
[CUSTOMER][NEUTRAL] This one's under Capital Group, so it might be coming from the file feed from the call center at Capital Group.
[CUSTOMER][NEUTRAL] Um, who's the person that was supposed to be added?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And I did check under the group number. I didn't see him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do you have her on the phone?
[AGENT][NEUTRAL] Yeah, so I apologize. I thought I was calling the right department, um.
[CUSTOMER][NEUTRAL] They're right. It, it could be, I mean if they're, if they're using the enrollment system that Capital Group uses then it's coming from a file feed from Capital Group so it's, we don't see it, it goes straight to the enrollment team, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And if they are using if they're sending it in just on an enrollment template then.
[CUSTOMER][POSITIVE] We might have gotten it and it might have gotten gone straight to new business department so there's a number of ways this could be happening.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] I don't think those files are coming to us, but you can give it to me and I'll figure it out.
[AGENT][MIXED] She did let me know that I guess their contact they originally had for the policy I guess no longer works for us, so she was a little confu she didn't even know really where to go, you know what I mean, as far as who to reach out to so I appreciate you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean, I can take her.
[AGENT][NEUTRAL] OK, do you want her callback number just in case?
[CUSTOMER][NEUTRAL] Uh, I've got it.
[AGENT][POSITIVE] OK awesome alright I appreciate you thank you so much.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Good afternoon. This is [PII] in Berkey Resources. I understand you're trying to verify, uh, a new hire that should have been added at open enrollment, and we're having a little trouble hearing that wasn't a it wasn't a new hire.