AccountId: 011433970860
ContactId: 159a9578-7562-4a4d-bad3-bbb064c27b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286239 ms
Total Talk Time (AGENT): 94596 ms
Total Talk Time (CUSTOMER): 206056 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/159a9578-7562-4a4d-bad3-bbb064c27b02_20250226T21:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I'm good today, [PII]. What's going on?
[CUSTOMER][NEUTRAL] Well, I have a gentleman by the name of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He is, uh, right? He is with um [PII]'s agency and he's calling on group 23499 Brickle Bay Animal Hospital and I did verify and his email is the same as um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I've, I've talked to him before.
[CUSTOMER][NEUTRAL] OK, do you want his phone number?
[AGENT][NEUTRAL] Yeah, I, I can see it right here on the on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I'm assuming I didn't let me, let me look because you know sometimes that's not always the number they're calling from. Let me see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But yes this happens to be the correct number but anyway he's trying to enroll someone in the OSC for this group, but he's getting that error message that he's outside of the time frame.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] And also he asked me to verify what the new higher enrollment period was in the system because he says it should be [PII] of the month following 60 days but we show it to be 90.
[AGENT][NEUTRAL] Yeah, that's what I see as well so you can send them my way and then we can make some corrections.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Well, thank you so much, Ms. [PII]. It was good talking to you.
[AGENT][POSITIVE] You too, [PII], have a good one.
[CUSTOMER][POSITIVE] Alright, have a, you too. Thank you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII]. Um, I understand, um, you're needing some help. You, you were trying to enroll, um, some new hires on the OSC and you're getting an error.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yeah, just, just, just one, [PII] was kind enough to, I guess give me the reason as to why so now I understand, but I'll tell you what's going on. So you know one of our groups send us a member, you know, unfortunately clients don't do things timely.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, this gentleman was hired in November. Uh, they're looking for a 31 effective date which we know it's not [PII] yet, but your system won't allow me to enroll him online and [PII] believes that it's because we have to enroll him within 60 days of data of hire.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, that is correct. So, and because also I want to say also because um [PII] explained to me that um you thought the waiting period was 1st of the month following 60 days. Well, in our system we have 90 days, so that could also be hanging up, um, the inability to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was first after 60.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So here's
[CUSTOMER][NEUTRAL] Yeah, so here's my question because you know we.
[CUSTOMER][NEUTRAL] In in effort in the effort to uh I guess the, the nicest way to say it is to educate our mutual client and help them, does your system show.
[CUSTOMER][NEUTRAL] The members are to be effective on the 90th day after date of hire or 1st of the month after 90 days.
[AGENT][NEUTRAL] It's 1st of the month following 90 days.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] We'll get that corrected. We're gonna use that waiting period for this person, but all their other products, they have medical, dental, vision, they have everything else first of the month following 60 days, so it wouldn't make sense for them to have two different waiting periods.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] If you'll send me that enrollment and also not notate uh with the enrollment to change the waiting period to [PII] of the month following 60, I can get both of those things done for you, the enrollment and changing the waiting period.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I listen, I, I gotta tell you this, and you know I'm a very honest person, even though we've probably never spoken in our lives I've been doing this for over 25 years, um, the fact that you offered to do so says a lot about your company because, you know, most, most we work with every insurance carrier in the [PII], um, most people make everything extremely difficult, so the fact that.
[AGENT][NEUTRAL] Ah
[CUSTOMER][POSITIVE] We've even offered that I got immediately tell you I so much appreciate the fact that you guys are human and not, you know, machines that can't think for yourselves. You have no idea so if you could provide me an email address I'll get all that over to you within the next 10 minutes.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect, I appreciate that. Um, the email you're gonna send it to is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Got it [PII]?
[AGENT][POSITIVE] [PII], yeah, send it our way and we'll get both of those taken care of.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Fantastic service. I, I really hope that you have a great day and uh you've made mine so thank you again.
[AGENT][POSITIVE] Thanks you too, [PII]. Thanks for calling APL. bye-bye.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you bye bye.