AccountId: 011433970860
ContactId: 22885aea-7788-4f85-9a93-357ee093e02c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1042300 ms
Total Talk Time (AGENT): 412077 ms
Total Talk Time (CUSTOMER): 380254 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/22885aea-7788-4f85-9a93-357ee093e02c_20250115T16:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the ideal Company. Um, I have our group 13275. I was just calling to follow up on, um, I had sent an email to [PII] maybe because we have 3 employees that need added for open enrollment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I had sent over the enrollment template.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I've sent a few emails trying to follow up and I haven't um really gotten much back besides like an automated email and I'm not seeing any changes online and I also.
[CUSTOMER][NEUTRAL] I'm not seeing our invoice that is typically, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Been there for a while, so I was just wondering if I could get a status on what's going on.
[AGENT][NEUTRAL] Sure, um, and [PII], may I have a good contact number in case we're disconnected and you've already given me the group number and name, um, just your address, the group address.
[CUSTOMER][NEUTRAL] Um, phone number [PII]. Our address here is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So there's two things, um,
[AGENT][NEUTRAL] Let me see if because your group is actually in renewal right now. Um, so that's the one reason why you haven't received your um invoice. After the renewal is completed, the invoice will automatically generate and you'll see it there on the online service center. um.
[CUSTOMER][NEUTRAL] Mhm, I believe that's something that [PII] like filled out and completed with me over the phone like at the end of December.
[AGENT][NEUTRAL] So that's
[AGENT][NEUTRAL] OK, um, because I'm, I'm showing this in renewal holding claims and group product billing [PII]. Um, let me see if I can get [PII] on the line or see if she's available um to assist you with the addition to your employees and to confirm the renewal because it is definitely a renewal holding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sir.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Question is.
[AGENT][NEGATIVE] Why I haven't responded to the emails. Second question, even if we just tell her it's, oh Lord.
[AGENT][NEUTRAL] She's away.
[AGENT][NEUTRAL] See 10 minutes ago. Maybe she's on break. Where is my?
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] doesn't call no no need to have insurance and I OK, I'm getting broker resources.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Like APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. Um, I need, well, I think I need some help. Um, I have a group admin on the other line. It's group 13275.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She said that she was working with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, on the, they're trying to enroll 3 employees and then she also asked about her invoice, but I told her it was in renewal, so they'll get the invoice after, you know, everything's done. But she's, she's calling asking about the 3 employees that were, that they're trying to enroll um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I couldn't get, it looks like [PII] is away.
[CUSTOMER][NEUTRAL] Uh, yeah, she is.
[AGENT][NEUTRAL] She said she sent some emails, but she not to her specifically to care team, but she hasn't had any responses and she um asked to speak to [PII] to see if the employees were enrolled because she didn't see it online and then I wasn't sure if the renewal had anything to do with that.
[CUSTOMER][NEUTRAL] It does, um, yeah, she's, it the ideal company, yeah, she's not gonna be able to add anybody or to do anything until that renewal's complete and then the um enrollments will get processed with the renewal.
[AGENT][NEUTRAL] Oh, it does? OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So right now they're just sitting in the folder like waiting for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Somebody to send.
[CUSTOMER][NEUTRAL] That um what's it called? uh, yeah, the renewal form.
[AGENT][NEUTRAL] Like the enrollment
[AGENT][NEUTRAL] Packet thing, OK.
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] I know what you were talking about.
[CUSTOMER][NEUTRAL] Yes, exactly. So, yeah, nothing can be done until um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Renewal is completed.
[CUSTOMER][NEUTRAL] Mhm, let me see, I do see, was it on the [PII] by chance?
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][POSITIVE] I appreciate your assistance today. I've attached the enrollment templates for the 4 employees that needed added for open enrollment.
[AGENT][NEUTRAL] Do you hear anything in my background?
[CUSTOMER][NEUTRAL] I did not.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, good, because I have my leg massager on and I didn't.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I didn't I'm like, I wonder if they can hear this.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][POSITIVE] OK, cool. Good.
[CUSTOMER][NEGATIVE] Not at all. Um,
[AGENT][NEUTRAL] Um, she didn't mention when she sent the email. I know I talked to her on the [PII] and I gave her care team's email, so I'm thinking it was on the [PII] or sometime after that she sent the email.
[CUSTOMER][NEUTRAL] Yeah, I mean,
[AGENT][NEUTRAL] But I can explain it to her.
[CUSTOMER][NEUTRAL] Yeah, I was gonna check um EMPLI really fast.
[AGENT][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Um, and just make sure that I'm.
[CUSTOMER][NEUTRAL] Yeah, I mean it's still in renewal so nothing can nothing can be done until we get that renewal.
[AGENT][NEUTRAL] OK. Well, I will let her know because I did tell her that and she's like, well, we did the renewal over the phone and I was like, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, it's still a renewal.
[CUSTOMER][NEUTRAL] We did the renewal over the phone.
[AGENT][NEUTRAL] Yeah, she said her and I keep wanting to say, oh, because that's her name, her and [PII], sorry. Her and [PII] were um, yeah, that they were on the phone together and I guess she asked her questions.
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] Um, but I'm just gonna tell her that the renewal is not completed and once it's completed, the enrollment and the invoice will generate.
[AGENT][POSITIVE] That sounds good.
[CUSTOMER][NEUTRAL] Well, yeah, well, on [PII].
[CUSTOMER][NEUTRAL] Sorry I keep like seeing all these things once we think we're finished talking, um, who are you talking to?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] So she said that um
[CUSTOMER][NEUTRAL] In the meantime, I attach the application enrollment template for you as well as the renewal coverage and verification form we completed over the phone.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So they did do it over the phone.
[CUSTOMER][NEUTRAL] And I got sent on [PII].
[CUSTOMER][NEUTRAL] And the uh renewal.
[CUSTOMER][NEUTRAL] The renewal um documentation was done by [PII].
[CUSTOMER][NEUTRAL] Hold on, I'm gonna check one more thing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] SharePoint.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] 3275.
[CUSTOMER][NEUTRAL] Says IT is complete and then it says.
[CUSTOMER][NEUTRAL] Um, it does say that new business, it says new business and progress.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think it just needs to get pushed like.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Uh let me send [PII] an email.
[CUSTOMER][POSITIVE] Ideal.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] 13275.
[CUSTOMER][NEUTRAL] Is this renew.
[CUSTOMER][NEUTRAL] Um lion.
[CUSTOMER][NEUTRAL] So it's.
[CUSTOMER][NEUTRAL] Still in a renewal hold.
[CUSTOMER][NEUTRAL] OK, I'll send [PII] a message and maybe she'll take it out of renewal hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] I don't know what to tell her now.
[AGENT][NEUTRAL] So should I
[CUSTOMER][NEUTRAL] Um, just tell her that it's complete and that we reached out to our new business department for them to release the hold and um to give it just a little bit for the renewal to be released because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She should [PII] should get it and then it should.
[CUSTOMER][NEUTRAL] If it's if everything's good it should just be released.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it should be finished.
[AGENT][POSITIVE] I will do that. Well, thank you.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I spoke with um Broker Resources um who was able to see um what [PII] has done.
[AGENT][NEUTRAL] So the renewal is completed, um, so we reached out to a new business to release that hold. Once that hold is released, um, which she's doing it now, that, um, will then start the enrollment of the 3 employees and you'll see the um invoice being generated. Um, it just couldn't do anything with that whole renewal hold there.
[CUSTOMER][NEUTRAL] OK, um, I think there was 4 employees.
[CUSTOMER][NEUTRAL] Actually, well, you know what I wrote 3 in the email. Let me check the.
[CUSTOMER][NEUTRAL] 1234. I wrote 3 in the email there's actually 4 on the template I assume that that will that will see that.
[AGENT][NEUTRAL] Oh yes, they'll see the 4 on the template. I just said 3 because of the call, but
[CUSTOMER][NEUTRAL] I probably said 3, yeah.
[AGENT][NEUTRAL] Oh, no, it's OK. Um, but yes, I did speak with Broker Resources. She was able to see, pull up everything, um, and then we called over to uh new business to get that hold off for you. So she's doing that now and she did confirm and broker resources, that's why the employees haven't been added and the invoice wasn't generated, but that whole
[AGENT][NEUTRAL] Once the hold is off, all of that automatically generates or begins.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they will still be effective [PII], correct?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And then will, will ID cards be sent out to them by you guys or is that something that they need to go on to the website and download?
[AGENT][NEUTRAL] Uh, let me see how your group is set up if it.
[AGENT][NEUTRAL] OK, so it's printed, so they'll receive um physical copies.
[CUSTOMER][NEUTRAL] OK, so it'll be sent in the mail and then also I have one other question, do you have any kind of resource that you can guide me to online or send me a PDF as far as like how that coverage works like just to educate the employees that have this coverage?
[CUSTOMER][NEUTRAL] Or like when you know what's covered when a claim.
[AGENT][NEUTRAL] So like your um
[CUSTOMER][NEUTRAL] Like uh whenever a claim needs sent in or just how it works.
[AGENT][NEUTRAL] OK, let me reach back out to Broker Resources. Yes, there's um like brochures or like, I don't want to call it a pamphlet. It is what you're asking for like a breakdown of the benefits so you can um show it or assist.
[CUSTOMER][NEUTRAL] Yeah, kind of like an explanation of the benefits really this I started here like last March, so I'm not um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's still kind of new to me so I'm just trying to get all the information to be able to share it with the employees that do have this coverage.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, let me get you over to Broker Resources and yes, they'll be able to assist you with um the brochures or documents so that you're able to assist, um, but yeah, we definitely have those. Before I get you over to Broker resources, was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Um, I did also wanted to confirm like there's no penalty for like the late payment once the invoice gets onto there, correct?
[AGENT][NEUTRAL] Correct, because it's not late. It's the
[CUSTOMER][NEUTRAL] Because I think our our payment is typically due like the [PII], isn't it?
[AGENT][NEUTRAL] Well, you're, you're, you're not late because there there's no invoice. It wasn't generated because of the renewal, so you can't be late.
[CUSTOMER][NEUTRAL] Oh got you OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I'll be watching for it then and we'll get it paid as soon as it's on there and I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome. Before I get you over to Broker Resources, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, I think that was all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL and hold on one moment, OK?
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good today [PII] what's going on?
[AGENT][NEUTRAL] Um, I have a group admin on the other line. They are needing, uh, like brochures of their, uh, policy to help explain to the employees.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] What's that group number?
[AGENT][NEUTRAL] It's group number 13275.
[CUSTOMER][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And this is the ideal company?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK send her our way.
[AGENT][NEUTRAL] Alrighty, hold on one moment.
[AGENT][NEUTRAL] And you said your name is [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].