AccountId: 011433970860
ContactId: 118ae65a-584d-4a1a-be01-4f407dd6c22e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549169 ms
Total Talk Time (AGENT): 293565 ms
Total Talk Time (CUSTOMER): 201511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/118ae65a-584d-4a1a-be01-4f407dd6c22e_20250617T12:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from a broker's office in [PII]. We have a, a group that currently has APL, but they have it through a um.
[CUSTOMER][NEUTRAL] Through their health insurance, it it was kind of like a package deal that they got the APL. Now they're they're leaving their current plan and they're going on to a separate APL plan and I already sent that application to our sales rep, but um I don't know where to send the information for the people who are gonna be coming on to the plan as new enrollees.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or and another question, will those people who are currently on the plan automatically roll over to the new plan that they're going on for 71?
[AGENT][NEUTRAL] Um, I mean,
[AGENT][NEUTRAL] You could definitely let us know that anybody currently is switching to the to the new plan um does it say that in the application or the whatever you whatever you're sending in?
[AGENT][NEUTRAL] On the paperwork?
[CUSTOMER][NEGATIVE] No, it didn't, it didn't ask me anything. No, the paperwork didn't ask anything. They were just asking what plan they're going with.
[AGENT][NEUTRAL] Um, I mean, you can definitely like tell us like.
[AGENT][NEUTRAL] I don't know, I guess how to explain like, generally we.
[AGENT][NEUTRAL] We assume that all active.
[AGENT][NEUTRAL] Insureds are going to switch to a new plan whenever you do switch over to a new plan, um, you could just always tell us in an email that all current insureds are rolling over to the new plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to just to give us some documentation um but anybody who's new enrollments you can just send like you just send in an email to us and we'll like all their applications or if you use uh enrollment template something like that.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh huh, um, I mean we didn't really use anything we just did, we did pretty simple just like um enrollments, but I can put them on a spreadsheet with, with the information if that will work.
[AGENT][NEUTRAL] Yeah, do you
[AGENT][NEUTRAL] Do you have uh what is, do you know what the group number is before?
[CUSTOMER][NEUTRAL] Yeah, I OK, I believe it's 80053.
[CUSTOMER][NEUTRAL] Does that sound right?
[AGENT][NEUTRAL] Is it our Pride Academy DBA OPA?
[CUSTOMER][POSITIVE] Yes. Yes, that's the one.
[AGENT][NEUTRAL] OK, I mean I can send you um like our enrollment med link um template.
[AGENT][POSITIVE] That way, um, that way it uploads easier whenever we send it to our new business department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Um, also, uh, do you have, can you send me something who's currently enrolled because I don't have a way. I also need access to the portal. I'm not sure if that, if I should be invited to that or I can just set that up because.
[CUSTOMER][NEUTRAL] I don't have any um
[AGENT][NEUTRAL] Um, so are you with, um,
[AGENT][NEUTRAL] So what
[AGENT][NEUTRAL] Are you a Century Advisory Services Inc or like where?
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Who, OK, so we, the online service portal we did launch a new one, on [PII], so did you have one previously with us?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did the agency.
[CUSTOMER][NEUTRAL] No, I do not. They, they, they, they had someone, the person that was working here before me had access to the portal, but he's gone and he had left before I got here. So there's two new people in our office and we both need access.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you just I can also send like a how to set it up but you'll just go to our APL website and then on the farthest right it says sign in.
[AGENT][NEUTRAL] And then it'll bring up a box with our OSC and underneath it it says create an OSC account and you'll just follow it for the agency.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'll take, I'll take a look at it.
[CUSTOMER][POSITIVE] OK, um, but yeah, if you could send me that the, the template and I can go ahead and put the new people on and just let me know where I send it back to that'd be wonderful.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, well,
[AGENT][NEUTRAL] You'll just um you can just send it back to.
[AGENT][NEUTRAL] My like I'm gonna I'm gonna send it via APL sales, so it's [PII] and then you can just reply to the email. What is your um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yeah, what is your email address?
[CUSTOMER][NEUTRAL] OK, so the first name is [PII], I mean the email it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Oh, you, you have that you got that?
[AGENT][NEUTRAL] Um, I do, yeah, I'm just trying, I've got a lot of attachments to send, yeah, sorry, um.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, no worries.
[AGENT][POSITIVE] OK, give me just a minute and I will get this email sent over to you. You could just give me like 5 minutes because I'm trying to find all the things that you need.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Um, and then
[CUSTOMER][POSITIVE] Sure, no, no, no, no problem at all.
[AGENT][NEUTRAL] Uh, you can
[AGENT][POSITIVE] Call back if you have any questions and I can help you with your um OSC account but hopefully the guide is pretty.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It hopefully it helps. It is, um, I will send the guide or excuse me, that this in the information that you're gonna put in for the agency is going to be sensitive to what we have in our system, so it does have to be, I think you put in the tax ID and then the email that we have on file.
[AGENT][NEUTRAL] To create an agency account.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it looks like our email is [PII] [PII]. Is she still?
[CUSTOMER][NEUTRAL] Um, uh, she's not in this office. I'm not.
[AGENT][NEUTRAL] Available.
[CUSTOMER][NEUTRAL] Oh gosh, I'm not 100% sure. Hang on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, yeah, I, they may have set that up I I think that's someone in our corporate office.
[AGENT][NEUTRAL] So she's gonna have like all of the information is gonna go to her like as far as like we do emails now so it's gonna send her a verification code so this the email can be changed if that's gonna be a problem we just need something from um you know an exec or somebody who can make the the decision to change an email in our system and we can update it to whomever so it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If she's not available every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. And did, did, do you have a last name for her?
[AGENT][NEUTRAL] I don't. It's just, mm mm, just [PII]
[CUSTOMER][NEUTRAL] On the email is it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, not real well, [PII], OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would definitely advise to try to figure out if they if like whoever can send the.
[AGENT][NEUTRAL] The notification to change this email so it's somebody who's they won't receive like if they log in um obviously they'll use their email and it'll send them a verification code but what they'll do is when they get into the actual system they'll set you up as a user and then the other person in the office and then they'll give you a level of what you can see within the OSC and then you can and then like from there you'll just use your email and log in.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it's just kind of the initial set up that is.
[AGENT][NEUTRAL] Needs to be somebody that you have access to I guess.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, yeah, let me see because we have one and hopefully it's, it's the same one because I'm fairly new here in my um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The the person I report to is out of town, so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, we'll try to figure it out, yeah, if you could, yeah, and if you just send me that other information, you know, that way I can at least get the, the new people sent over so they can be enrolled.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I will send that over right now and then let me know if I can help any more, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what was your name?
[AGENT][NEUTRAL] Yeah, [PII], and it'll have it on my email at the bottom in my signature just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you. I appreciate your help.
[AGENT][POSITIVE] Of course, I hope you have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thanks, bye.