AccountId: 011433970860
ContactId: 314c7765-17f0-4d45-99c1-e03b0500cfa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181960 ms
Total Talk Time (AGENT): 132127 ms
Total Talk Time (CUSTOMER): 62958 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/314c7765-17f0-4d45-99c1-e03b0500cfa6_20250611T19:37_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] Um, I have a, uh, broker on the line, um, that she's trying to, well, she said that she's calling because there is a member that he had had a life event with, where he was able to get medical coverage and he's supposed to have also um gotten the APL, but he didn't and now he's asking about it and she wants to know what she can do to enroll him.
[CUSTOMER][NEUTRAL] Can you help with that?
[AGENT][NEUTRAL] She's gonna have to, yeah, she's gonna have to send it in an email. We can't make any enrollment changes without a summary form, but I can tell her the email address.
[CUSTOMER][NEUTRAL] OK. Um, you said a summary form?
[AGENT][NEUTRAL] So they usually have what's called an enrollment summary form and it basically is a form that APL they should all have them, I mean, but they, it just says like who the person's name is, what they want to enroll them in, what is the effective date, what group number it goes to, so that way we can save it to the folders. So if anyone like comes back, you know, a year later and it's like, why is this person at it, we can pull that form up and say this was a request.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Got you. OK. And if they don't have the form, do we send that or they send that? I know, I'm just trying.
[AGENT][NEUTRAL] But I can't explain it.
[AGENT][NEUTRAL] Um, it's usually, it's on the APO website, um, unless this is a new broker, everyone that I've usually said that to is just like, oh, OK, great, let me pull it up. But if they give you like some pushback, you can tell them it's on the APO. So underneath forms like there's a drop down and there's like claims forms and so um it'll even say applicant summary form and they can just click that and they can just download it to their computer and just keep reusing the same one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, if they don't have the form, they can even send it in an email, but we just have to have it in writing, so they can send it to the [PII] email and just say like, hey, please add this person. The only thing about that is because some people are kind of leery about emails because they're gonna have to give us that person's name, their address, their social, so that's why people usually just fill that form out and then just add the form. But um, I think our emails are secure, so they should be good with just putting the
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The information in the email, but more than likely, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We can just go off of that email, um, especially if it's someone that already has coverage and we just need to add another product, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But they should be able to know what you're talking about when you say that, but if not, just tell them, hey, you can get it online or you can email sales. And if you want to, if you feel comfortable and you want me to tell them all that, I can, it's just, it's up to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's OK. I mean, she hang up, so I'll have to call her back. So I'll just go ahead and let her know that that's what she's gonna need if she has any other questions.
[AGENT][NEUTRAL] If you're here too long. OK, sorry. OK.
[CUSTOMER][POSITIVE] Yeah, it's OK. No problem. Thank you, nurse. No, no problem. Have a good day. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too.