AccountId: 011433970860
ContactId: 2a1f6946-feda-40e4-993e-c8d605adb6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708580 ms
Total Talk Time (AGENT): 313418 ms
Total Talk Time (CUSTOMER): 467987 ms
Interruptions: 13
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2a1f6946-feda-40e4-993e-c8d605adb6e6_20250206T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] at the Ware group. How are you today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] Good, got your message a few days ago. I appreciate your patience on my call back, but I also appreciate you reaching out because.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, entering enrollments online versus spreadsheetting sounds much better. So I didn't know if, yes, I didn't know I actually had one that I had to get through earlier this morning, so I just went ahead and did it that way, but I didn't know if I should like wait until I have one and then reach out to you to go to just enter it together or if you wanted to kind of what I didn't know what the best would be.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, it is so much easier.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Yeah, if you want to. Yeah, let's see, well.
[AGENT][NEUTRAL] Have you have you
[CUSTOMER][NEUTRAL] And they kind of come
[AGENT][NEUTRAL] Yeah, sorry.
[CUSTOMER][NEUTRAL] Randomly, so I wouldn't know exactly when to expect one if it'd be, you know, this month or next.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah, so do you know, do you know what your username is? Do you, because I think you've been on before. I was gonna say it was [PII], let's see Wade one or something. Let me see if I can find it.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I do, I did get one set up but then I actually always log in on the where group log in because now I could see all of our agents in one so I haven't logged in on my on my older one, but um I didn't know, can we set it up on the one that I usually go on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yeah, let me go pull up the we group real quick. Let me get out there.
[CUSTOMER][NEUTRAL] Yeah, I got the username and password when you are ready.
[AGENT][NEUTRAL] Just, I just wanna.
[AGENT][NEUTRAL] Oh, you have it? OK, yeah, what is your, what's your username on that one?
[CUSTOMER][NEUTRAL] So it's, yeah, so it's where [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then following that is [PII] capital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the number one so where group the number one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's easy. OK, let me just, I just wanna pull that up so I can get to it. Oh, it's not gonna let me go that way. Good group. OK, never mind. I've gotta go a different way. Let's see, AGNTI. Let me get over here. Let me get the where group up.
[AGENT][NEGATIVE] Um today, come on.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I know it's out there because I've seen it. I don't know why it's agency is it listed as the we group?
[CUSTOMER][NEUTRAL] And you know what it looks like.
[CUSTOMER][NEUTRAL] Yeah, so, but then I did I like I'm in here and I went ahead and just clicked to my account and then manage users and it does look like I'm listed as a user so I can see that that username was [PII] so maybe.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I'm a user within this maybe if you add it to that I'm not sure but I just I did just notice that I'm the only user on here.
[AGENT][NEUTRAL] So, so since you're.
[AGENT][NEUTRAL] So since you're in there on the, on the right hand side of the screen and you scroll down a little bit, there's like a search search box where you can punch in like the group number that you're, do you, uh for one of the groups that you have or the name of the group, you can type that in, try that, see if it takes you to the group.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yep, just a second, let me get a group number here real quick.
[CUSTOMER][NEUTRAL] Uh, let me just go ahead and do, of course I'm blinking. OK, let me do this one.
[AGENT][NEUTRAL] You're fine.
[AGENT][POSITIVE] I mean, the, the delete part on that's super easy too if you ever have to delete somebody it's just like bam, they're gone it's like awesome.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] It is no, I have definitely utilized that so that is, I mean, it's so helpful if it saves a call or an email it's less work for everybody you can just get it done in a just a a moment. um, let's see here, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, oh, it's OK, yeah, yeah, it's no big deal. We just want to make sure you knew that you could use it like that if you wanted to.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that's great. I, you know, I just kind of take it, um, take the instruction from how the agents want me to handle it and just because that's the they set it up, um, so yeah, I got, I got one pulled up, went ahead and pulled up a group number and then now it's retrieving the data, but yep, we got, we're pulled up now.
[AGENT][NEUTRAL] Oh yeah, no, we understand that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Makes sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] I forget. I was trying to get in on my side. I'm gonna end up locking myself out.
[CUSTOMER][NEUTRAL] And you know, and I've noticed, I've noticed the add employee option before but I've just never utilized it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, click on it and see what that because I don't have it in front of me at the moment for some reason I'm about to lock myself out so click on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It looks so yeah it looks super user friendly. We got reason for enrollment drop down which is gonna be either a new hire qualifying event or open enrollment that makes perfect sense. We got for new if I click new hire, which will probably be the most frequent, um, it does look like there is like a higher date that I would need to enter.
[AGENT][NEUTRAL] Yeah, and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Um, and I'm guessing based on that it does ask for effective date so I don't know if that effective date would like automatically figure up based on what the higher date is or if I would just need to make sure to know what my effective date would be.
[AGENT][NEUTRAL] Mhm. Does it ask for the higher day? I was thinking that it asked for it. It may not. What's it. OK, yeah, so it should calculate it, yeah.
[CUSTOMER][NEUTRAL] We got data.
[CUSTOMER][POSITIVE] It is, um, it does ask for the higher date so let me just, yeah, let me plug one in. Oh yeah, sure, perfect it does, yeah, and let me try one more thing.
[AGENT][NEUTRAL] You wanna try the one? OK, OK. Do you wanna try to add the one that you sent in?
[CUSTOMER][NEUTRAL] Well, will that mess anything up?
[AGENT][NEUTRAL] So, no, we haven't processed it yet. I've I've grabbed it. I, I grabbed it.
[CUSTOMER][NEUTRAL] I emailed
[CUSTOMER][NEUTRAL] OK cool let me yeah let me pull that.
[AGENT][NEUTRAL] I haven't, I haven't opened it yet, so I'm just gonna put my name on it so nobody will take it and do anything with it.
[CUSTOMER][POSITIVE] Perfect, yeah, let's try this real quick. You got a second?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] Awesome. OK, let me, let me go ahead and back out here. Let me go to that specific group real quick which is Midwestern trading.
[CUSTOMER][NEUTRAL] That looks like 25943.
[CUSTOMER][POSITIVE] Perfect. I got my little spreadsheet pulled up so I know what I'm doing.
[CUSTOMER][NEUTRAL] Oh, this will be a good example too because it's family coverage so I'll know.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Putting dependence in there too, right.
[CUSTOMER][NEUTRAL] Now we're retrieving data right so I'm gonna go to add employees.
[CUSTOMER][NEUTRAL] This guy was a new hire.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Apologies for talking out loud through it here.
[AGENT][POSITIVE] You're fine now, go ahead cause it helps me cause I don't have it. I can't get on my side for some reason, so perfect.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so we have, let's see higher day.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And based on that it did it so I put higher date of [PII] for the higher date which is it but I was told that this should be a 21 effective um I know that we just changed those.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like waiting periods if it's a management person which this person is, it would automatically be the first of the following month, um, but I think the others are all like first of the following month after however many days so when I I let me, I wonder if I can adjust that let's try.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Days prior.
[AGENT][NEUTRAL] They let you do it.
[CUSTOMER][NEGATIVE] It will not, yeah, it won't.
[AGENT][NEUTRAL] OK, OK, then we'll have to do it, yeah, which, which group was that? What employer group was that?
[CUSTOMER][NEUTRAL] So I guess that
[CUSTOMER][NEUTRAL] Yeah, that was Midwestern trading and that would be for group number if that helps you 25943.
[AGENT][NEUTRAL] Yeah, let me, I've got it right here. Let's see. I just wanna look and see what we have in here. 60 days from the higher date is what it says. So that's why it's gonna flag you. I will know if you, if you try to add anybody and you're past the effective date, like say you needed to add somebody to one, you needed to retro add somebody, it won't let you do that. It has to be current date. So, so it sounds like this one will probably have to go ahead and handle for you.
[CUSTOMER][NEUTRAL] And I think
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] If it won't let you backdate it, yeah.
[CUSTOMER][POSITIVE] Perfect. And no, that's all right, but yeah, maybe, maybe in the future I will go ahead like if I have one I'll, you know, if you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I can just definitely I could play with it see if I I'm pretty savvy so if I could if it looks like it's going through, I might just say give me a call and say hey it looks like I did this one can you let me know if I did it wrong, um, or if I need some assistance at that time I'll see if I could reach out to you and then we'll just go with it because I think once I get through one then I, I should be good to go and that'll be way more convenient.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, because I was looking to see, I was just, I've got a little thing here it says, OK, yeah, so you're adding the effective date, the date of birth, all that. Let's see, name of gender. I was trying to see if there's any inter um after for citizenship, all that kind of stuff. So yeah, if you get one that's current and, and you wanna walk through it, I would try that and if you have any problem or call me and we can walk through it together, just whatever you wanna do, that's fine. I'm happy to help you.
[CUSTOMER][NEUTRAL] That's perfect. And if it, if it seems like I'm getting through it and it looks like I'm assuming because I know when I like when I remove somebody like there's a term um I do get like that little success um confirmation uh screen so I assume that it'll be clear that the.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That it the election went through OK. I always like to do it if it's an online because I feel like there's like those little safety catches to kind of prevent errors which can easily happen when you're trying to do spreadsheeting between 100 other things. So, um, so yeah, no, I do. I appreciate you making me aware that if you don't mind processing that one that one I just sent in now.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] I know, I know, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, no, I'll take care of it. Mhm, yeah, I will definitely take care of it.
[CUSTOMER][NEUTRAL] If there is a question on the waiting period, I don't know if this helps and I can forward it to you, but it looks like like this was just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks like it was just on the [PII] um the agent submitted a letter from the group, um, and then I got we got a reply from a [PII] over there and it just says the waiting period has been updated to [PII] of the month after date of hire for management and [PII] of the month after 60 days for all others.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yeah, I remember that. OK, yes. Oh, good, good. So she confirmed it. Mhm.
[CUSTOMER][NEUTRAL] Yes, so that's why that guy is [PII], and I would have gotten it in quicker, but they just sent me what he wanted, and I was waiting on them to like, OK, can I have his date of birth? Can I have his date, social, and those things? So, um, that, so I that should be [PII], but if it looks like there's an issue, let us know and we'll, we'll do what we can do on our end.
[AGENT][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, yeah, no worries, no worries, yeah, I know I'm just, you know, and like I said, anything to make it easier for you is what we're, what we're trying to help with, and we don't mind processing, but anything we can do to make it easier and I think it just the system's so more robust, so I just think it's a, you know, it's just a good tool to use, but yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] For sure, no, I appreciate you making me aware of that because like I said, I just kinda.
[CUSTOMER][NEUTRAL] You know, I get the agent saying, OK, we need to submit them via these spreadsheets. It's like, OK, that's what we'll do then. So thank you for making me aware of that. I, I have noticed that add employee button and it's kind of piqued my interest, but I'm not, you know, I don't wanna go, go out of the out of where I am my bounds, but um, yeah, I'll just keep your info and then I'll just give you a call either letting you know, hey, I just did one online, let me know if I did that right or hey, I'm stuck here what do I do? And I appreciate you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yes. Oh, I know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yeah, perfect, no problem, I appreciate it and thanks for reaching out and hopefully it'll be smooth process and like I said, if you run into any of that, it won't let you do or you get a flag, just go ahead and send those on through that's not a problem.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] All right, well you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.