AccountId: 011433970860
ContactId: 08991864-bdda-4cae-93ba-b5921fa32664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387589 ms
Total Talk Time (AGENT): 127274 ms
Total Talk Time (CUSTOMER): 204656 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/08991864-bdda-4cae-93ba-b5921fa32664_20250611T19:34_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, yes, I'm calling because I have here a member, um, we were just informed that he had a life qualifying event, um, but his employer forgot to mention it to us, so he, they only enrolled him in health coverage and they never enrolled him in the APL coverage. I don't know if this is something you can help me with.
[AGENT][NEUTRAL] Um, let's see what we can do. Um, may I have your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and uh Ms. [PII], you're calling from the group HR.
[CUSTOMER][NEUTRAL] The risk, uh, I'm calling from the broker's office, the risk management group.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Um, do you have the group number for this member?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I do. Group number is 17995.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And may I have um your email address for verification?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so you said that he had a life event that he was able to get benefits. He got the um regular medical um but he didn't.
[CUSTOMER][NEUTRAL] Yes, the employer offers the APO gap to combine with the uh medical, but nobody offered it to him. So they just realized this and now are asking us if we could please enroll him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you need to remove him.
[CUSTOMER][NEUTRAL] No, no, no, he needs to be enrolled.
[AGENT][NEUTRAL] Added. OK, OK, add it, enroll. OK. Um, OK, so, um, it looks like this is going to be something that broker resources work with. Um, let me go ahead and get them on the line and explain to them what you're trying to do and what happened to see if um they can give you instructions, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Added yes.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] Um, I have a, uh, broker on the line, um, that she's trying to, well, she said that she's calling because there is a member that he had had a life event with, where he was able to get medical coverage and he's supposed to have also um gotten the APL but he didn't and now he's asking about it and she wants to know what she can do to enroll him.
[AGENT][NEUTRAL] Can you help with that?
[CUSTOMER][NEUTRAL] She's gonna have to, yeah, she's gonna have to send it in an email. We can't make any enrollment changes without a summary form, but I can tell her the email address.
[AGENT][NEUTRAL] OK, um, you said a summary form?
[CUSTOMER][NEUTRAL] So they usually have what's called an enrollment summary form and it basically is a form of APO they should all have them, I mean, but they, it just says like who the person's name is, what they want to enroll them in, what is the effective date, what group number it goes to, so that way we can save it to the folders so if anyone like comes back, you know, a year later and it's like, why is this person at it, we can pull that form up and say this was a request.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Got you. OK. And if they don't have the form, do we send that or they send that? No, I'm just trying.
[CUSTOMER][NEUTRAL] But I can't explain it.
[CUSTOMER][NEUTRAL] Um, it's usually, it's on the APO website, um, unless this is a new broker, everyone that I've usually said that to is just like, oh, OK, great, let me pull it up, but if they give you like some pushback, you can tell them it's on the APL so underneath forms like there's a drop down and there's like claims forms and so um it'll even say applicant summary form and they can just click that and they can just download it to the computer and just keep reusing the same one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um, if they don't have the form, they can even send it in an email, but we just have to have it in writing so they can send it to the [PII] email and just say like, hey, please add this person. The only thing about that is because some people are kind of leery about emails because they're gonna have to give us that person's name, their address, their social, so that's why people usually just fill that form out and then just add the form but um our I think our emails are secure so they should be good with just putting the
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The information in email, but more than likely, um,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We can just go off of that email, um, especially if it's someone that already has coverage and we just need to add another product.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But they should be able to know what you're talking about when you say that. But if not, just tell them, hey, you can get it onlin[PII] or you can email sales. And if you want to, if you feel comfortable and you want me to tell them all that, I can. It's just, it's up to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's OK. I mean, she hung up, so I'll have to call her back. So I'll just go ahead and let her know that that's what she's gonna need if she has any other questions.
[CUSTOMER][NEUTRAL] Have you here too long. OK, sorry. OK.
[AGENT][POSITIVE] Yeah, it's OK. No problem. Thank you, no, no, no problem. Have a good day. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.