AccountId: 011433970860
ContactId: 2dd0197b-c854-4780-99d4-2c90b8f6d477
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408040 ms
Total Talk Time (AGENT): 181417 ms
Total Talk Time (CUSTOMER): 182311 ms
Interruptions: 6
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2dd0197b-c854-4780-99d4-2c90b8f6d477_20250528T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from Insurance Consulting Associates. How are you today?
[AGENT][POSITIVE] I'm good, [PII]. How are you today?
[CUSTOMER][NEUTRAL] Oh just [PII]. I wish it was a little sunnier here in [PII], but you know I'm rolling with it.
[AGENT][POSITIVE] Well, that's great.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's right. That's all we can do anyway.
[CUSTOMER][NEUTRAL] Exactly right, so I'm calling regarding Dugan Manufacturing has a uh Medlink plan with you guys and um they I'm calling to see what if there's a rehire policy new hire waiting period like uh you know there's a new hire waiting period for their hourly it's 90 days.
[AGENT][POSITIVE] How can I help you today?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, does the med link plan, like, can they reinstate whenever they want when they've let somebody go like if they're rehired and wanna reinstate, typically they do reinstatements date of rehire, um, and, uh, we were wondering if there's a certain time frame that the employee has to be rehired within.
[CUSTOMER][NEUTRAL] By American by their contract.
[AGENT][NEUTRAL] OK, [PII]. So you said again that you're with insurance consultants. Is that who you said you were with?
[CUSTOMER][NEUTRAL] Or or Cornerstone benefits.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the other name we go by. Do you need a policy number or do you have it?
[AGENT][NEUTRAL] Um, no, uh, give me just a moment. What's your callback number first, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then the group number?
[CUSTOMER][NEUTRAL] Is 14243 I believe they used to have two back in the day because they have two different plan med link plans I think the other one is 14,200 and they might have consolidated them and over time.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me try to get the.
[AGENT][NEUTRAL] Let me see if I can get the Gert's information pulled up.
[CUSTOMER][NEUTRAL] Yeah, 14,220.
[AGENT][NEUTRAL] OK. So the first one, that's an old one. So let's see.
[CUSTOMER][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Yeah 14,220.
[CUSTOMER][NEUTRAL] Or 0 whatever.
[AGENT][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] Alright, so if you could just play we're I'm gonna have to verify a little bit of information with you first, [PII]. So if you'll just verify um your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] corner is in the corner of a room, [PII].
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] OK, thank you so much alright.
[AGENT][NEUTRAL] So what I'm going to do is I'm going to connect you over with our broker resources division to verify on this group what that would entail. So it's a risk you're questioning the reinstatement of a rehire, is that correct?
[CUSTOMER][NEUTRAL] Rehire yeah but mhm.
[AGENT][NEUTRAL] OK, OK, so yes, so let me get you connected with someone over there to further assist you and I'll give them the group number and everything and let them know why you're calling.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] OK. You're certainly welcome. Is there anything else that I can help you with before I do that?
[CUSTOMER][NEUTRAL] Uh, no, not yet, not right now, thank you.
[AGENT][POSITIVE] OK, well, you're welcome, [PII]. Thank you for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You too, thanks for transferring me.
[AGENT][POSITIVE] All right, thanks a lot. You're welcome. Yes, ma'am, absolutely. So one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hi, I'm well, [PII]. How are you?
[AGENT][NEUTRAL] I'm, I'm well, I'm well, I guess.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] So I have an agent on the line with group number 14,220.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. The group is digging.
[AGENT][NEUTRAL] And she's calling with a question regarding reinstating a rehire.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like the time frame for them to do that in.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Uh, I mean.
[AGENT][NEUTRAL] And how I go about doing that.
[CUSTOMER][POSITIVE] Do you want me to talk to her or you just want me to tell you what to tell her? It's super, it's simple.
[AGENT][NEUTRAL] She knows
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Either way, I was gonna just release her to you, but
[CUSTOMER][NEUTRAL] Yeah, that's up to you. That's OK. If you want to, it's really whatever you wanna do.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Well, um, yeah, but that way if she has more questions beyond that, instead of me having to like
[AGENT][NEUTRAL] Go back through the whole process again of transferring her back over if she gets into to deeper um if you wanna just tell me those so for my knowledge that's that's typically something we get into with them but.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can tell me if it's real quick and then I'll release her to you for you to explain.
[CUSTOMER][NEUTRAL] Um, I mean, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, just for a reinstatement she just needs to email us of who she wants to be reinstated and the effective date and then it's up to new business I mean new business never tells them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like a time frame like it's pretty automatic because I, I mean, but this particular group is a file feed so she's gonna have to go through enrollment services I think.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um, because, yeah, but yeah, it's just a reinstatement, just email us and let us know who you wanna be reinstated. We'll send it to new business, yeah.
[AGENT][POSITIVE] OK. And then you'll tell her all about the, you're gonna tell her about the. OK. Well, you're the best. Thank you so much and I hope you have a great afternoon if I don't talk to you again. OK, [PII]. All right.
[CUSTOMER][POSITIVE] Yeah, I can. Yeah, you are. Thank you.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Enjoy your day. Bye.
[AGENT][POSITIVE] Thanks you too.