AccountId: 011433970860
ContactId: 20b290c9-ffa4-465b-b9af-08c18d872357
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 851869 ms
Total Talk Time (AGENT): 327749 ms
Total Talk Time (CUSTOMER): 222015 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/20b290c9-ffa4-465b-b9af-08c18d872357_20250403T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] with Exponent HR Solutions. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Doing well, thanks for asking.
[CUSTOMER][NEUTRAL] Um, I'm calling from the broker's office trying to get a little bit of information. It seems that an employee of one of my group clients received an ELB from you guys that says her [PII] daughter is not covered under your policy, the Medicare, or excuse me, the medical gap policy. So I'm trying to figure out what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's kind of crazy. OK, let's see, hold on one second. Do you have the, what's the group number for exponent, I mean for the, I'm sorry, the employer, not exponent for the employer. Do you have that?
[CUSTOMER][NEUTRAL] 222-825 that's the number I have.
[AGENT][NEUTRAL] 825.
[AGENT][POSITIVE] New direction fertility. OK. Got it.
[CUSTOMER][NEUTRAL] And that should be for new directions.
[CUSTOMER][NEUTRAL] Took the words right out of my mouth.
[AGENT][NEUTRAL] You're OK. Hey, we're on the same page. That's good. OK, and what's the name of the employee?
[CUSTOMER][NEUTRAL] [PII]. I have the date of birth and social for her as well if you need that.
[AGENT][NEUTRAL] OK, now let me pull it up real quick. Let's see. OK, and what's the date of birth?
[CUSTOMER][NEUTRAL] Uh, let me get to that page.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, and what's the last four of the social?
[CUSTOMER][NEUTRAL] The last four of the social is [PII].
[AGENT][POSITIVE] OK, perfect. OK, so let me pull this up. I'll get her policy pulled up.
[AGENT][NEUTRAL] Uh, the child's name, what's the, is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, let me see, hold on a second.
[CUSTOMER][NEUTRAL] We do have them in the system, so.
[CUSTOMER][NEUTRAL] This group did renew back in November and it was renew as is, so I don't think any changes were submitted.
[AGENT][NEUTRAL] Yeah, I don't see any notes. I do show that she's not on here, but I don't know what's going on. So, um, hold on just one second and let me contact customer service and we'll see what's going on with this, OK? Bear with me just a second.
[CUSTOMER][NEUTRAL] Will do.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] Broker Resources. I have a broker on my other line. Can I give you a policy number, um, and you look at this with me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is 1817289.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's calling about the dependent [PII] stating that they received a letter that, that she, she's not covered, which I do see that she's been dropped, and I'm just trying to figure out.
[AGENT][NEUTRAL] I guess he's wanting to know why she's dropped or not covered under the policy because they were under the pressure that she was covered.
[CUSTOMER][POSITIVE] Well, that's a good question. Hang on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I didn't see any notes, so I'm not sure.
[CUSTOMER][NEUTRAL] Somebody did something because of an
[CUSTOMER][NEUTRAL] Um, group enrollment file.
[AGENT][NEUTRAL] Oh, for file feed, OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I wish it would be more detailed.
[AGENT][NEUTRAL] Yeah, if that's the case, I can get I can get with the enrollment team if I need to. Sorry, I didn't need first to check to see if it was a uh.
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] No, well,
[CUSTOMER][NEUTRAL] It was customer service that did it.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me see what
[CUSTOMER][NEUTRAL] What's the date?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[CUSTOMER][NEGATIVE] I guess somebody freaking changed and didn't put the notes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why it got changed. You might can put a hub ticket to customer service and somebody's gonna have to research it cause uh somebody did something on [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, interesting noted OK.
[CUSTOMER][NEUTRAL] In November or
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they just didn't know [PII] and I don't wanna say where it came from. It could have very well been an OE file, but we need to make sure.
[AGENT][NEUTRAL] Yeah, well, OK.
[AGENT][POSITIVE] OK, I'll send a request over to research it and we'll get back with you so I appreciate you looking at it. Thank you so much.
[CUSTOMER][POSITIVE] No problem have a good day.
[AGENT][NEUTRAL] You too, bye bye.
[AGENT][NEUTRAL] Alright, sorry about that thank you for holding, [PII]. Um, I spoke with customer service and they're not sure they need to do some research, so I've asked them to research that and then, um, what's a good, is this a good contact number for you the [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, that's the best one or via email. Let me give that to you as well.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] And what's your, uh, yeah, what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] At it's a really long one, I apologize, your [PII] O U [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], so it's your HCM solution, no [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, [PII]. Let me repeat that back. [PII]er, V as in Victor, I, O as in orange, N as in November at your HCM solution.com.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] A and B on, OK, alright, we will get back to you give us about 24 hours, maybe 48 at the most, uh, to research that and see if what we can find out and we'll get right back to you.
[CUSTOMER][NEUTRAL] Perfect. And I guess would you guys be the same number that I would contact to get access? because I was supposed to have access when I logged in it says my account is suspended. That's why I had to call.
[AGENT][NEUTRAL] Maybe it will be sooner than that, mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me look. Yeah, let me look and let me look and see what's going on. So you just have access under this group or all your groups. Let me go here on that. Let me pull up the web real quick.
[AGENT][NEUTRAL] Oops, that's not where I went. I went to admin.
[AGENT][NEUTRAL] Let's see, OK, and what is your last name? Is your last name [PII]?
[AGENT][NEUTRAL] That you had on your email? OK.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah, let me go look under her.
[CUSTOMER][NEUTRAL] Well, you got it right. Most people get it wrong all the time.
[AGENT][NEUTRAL] Let me look into experiment real quick.
[AGENT][NEUTRAL] Exponent employer solution.
[CUSTOMER][NEUTRAL] Not all the time you see a.
[AGENT][NEUTRAL] Are you under um exponent employer solutions or HR solutions?
[CUSTOMER][POSITIVE] Employer solutions yeah.
[AGENT][NEUTRAL] Employer solutions, OK.
[CUSTOMER][NEUTRAL] The HR part of HR and benefits and technically I'm sorry HR and payroll and I'm under the benefit side so.
[AGENT][NEUTRAL] Got you, got you. OK, let's see. Let me look at this.
[CUSTOMER][NEGATIVE] They don't like to make things simple.
[AGENT][NEUTRAL] Uh, things would be too easy if things are simple. OK, so do you know what your uh username is?
[AGENT][NEUTRAL] OK, you, you not set up, OK, so is your username. OK, let me go see what we have you associated with.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Now it's [PII] and then the rest is lowercase. So I don't know if that may if if it's K0 figure you have to search it.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, never know. Yeah, there you are. OK, so this shows you under, OK, let's see, changing it says suspended.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's let me look, hang on just a second.
[AGENT][NEUTRAL] So are you the agent of record on this account because it's showing [PII].
[CUSTOMER][NEUTRAL] [PII] was, I'm the new agent of record. I guess that hasn't been updated and that's probably why I got suspended.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you sent, OK, yep, yep, yep, let me see, so, OK, so let's see how the agent, have you sent an email over saying that we need to change the, the agent of record on this account? Has that already been sent over?
[AGENT][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] Honestly, it was probably sent over a month ago. [PII] hasn't, hasn't, but it was supposed to be a team that took care of this for me to fill out the paperwork. I'm guessing they didn't do it. So I guess I'll have to send it out again. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, I'll just, you'll see, I'm just looking through here, hang on, just let me make sure that we don't have anything on this particular group. Give me just a second.
[AGENT][NEUTRAL] I know there was another group that she was assigned to, but I don't think it was this one.
[CUSTOMER][NEUTRAL] Uh, might be GCI consultants.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] I think I'm just looking through here, bear with me just a second, see if your name pops up in here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and we have a whole file with the all of the agent or record changes, but I don't see one coming through for you, so I would send an email.
[AGENT][NEUTRAL] To us letting us know that you're the new agent for this group and that you need us to change the agent record to you um I'm trying to see if there's anything else that you need. Hang on just a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just one second, let me just make sure. Do you mind holding for just a second? I just wanna make sure we're not overlooking anything on our end.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] OK, OK, just a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let me check with our commission and licensing department and I'll give you a call back here in just a little bit. I just wanna make sure we haven't received anything and if we haven't, what exactly it is that we need to get this updated for you if that's OK. OK, yeah, I'll call you back here in just a little bit, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] Did you have anything else I needed to check on for you other than these two things?
[CUSTOMER][NEUTRAL] No, just these two things. Um, I've got to go pick up my daughter. It's [PII] over here in [PII]. I gotta go pick her up from school, but I should be back home in about a half an hour.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries. OK, well I'll talk to you soon.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you bye bye.