AccountId: 011433970860
ContactId: 3c5c3a8e-1ef3-48a5-a8b7-fe0231963d99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 781659 ms
Total Talk Time (AGENT): 257638 ms
Total Talk Time (CUSTOMER): 215075 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/3c5c3a8e-1ef3-48a5-a8b7-fe0231963d99_20250328T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I got a quick question about one of our groups that's an open enrollment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the group number is.
[CUSTOMER][NEUTRAL] Who's this with Bluebonnet, um, their group number is 25413.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] The employee over there, she's wanted to sign up for group disability.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I have a couple questions so currently she is out on maternity it's open enrollment for them, she's out on maternity leave, um, and I know one of the questions on here uh just on the general application it says are you currently able to perform the duties of your occupation?
[CUSTOMER][NEUTRAL] Um, since she's out, do I just, do I put yes? I mean, she's like I just had a baby so I can't do it. I'm just on maternity leave.
[AGENT][NEUTRAL] I mean, hmm.
[CUSTOMER][NEUTRAL] Because I was like well let me just call and double check because I don't wanna put no and then I put a flag up for you.
[AGENT][NEUTRAL] Yeah, OK, what's the, do you have another question? I might have to call claims and see what they would say about that.
[CUSTOMER][NEUTRAL] Yeah and then the other question I just wanna double check um that I gave her proper um the proper amount.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know if you're able to actually help me with that or not.
[AGENT][NEUTRAL] Um, let me see what the.
[CUSTOMER][NEUTRAL] Like a benefit she was asking about her benefit amount and I.
[CUSTOMER][NEUTRAL] Think I did it right. I just haven't done it in a few years for these people.
[AGENT][NEUTRAL] So just like asking like what premium she would pay is that?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, basically I have her listed as $3.02 per $100 of coverage.
[CUSTOMER][NEUTRAL] I just want to verify if that's correct. I think the rest of the math is correct.
[CUSTOMER][NEUTRAL] And I don't know if y'all can see that if y'all keep the the brochures I'm basing it off of I think from 2 years ago at their enrollment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And she wants, and this is specifically for critical illness or disability.
[CUSTOMER][NEUTRAL] This is for um disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's all she wants to.
[CUSTOMER][NEUTRAL] Sign up for she doesn't.
[CUSTOMER][NEUTRAL] Trying to see if she even has anything currently.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So she just enrolling an employer um
[CUSTOMER][NEUTRAL] The are the
[AGENT][NEUTRAL] Oh, these are based off age. So how old is she?
[CUSTOMER][NEUTRAL] The group
[CUSTOMER][NEUTRAL] Um, she's [PII].
[CUSTOMER][NEUTRAL] [PII] old.
[AGENT][NEUTRAL] OK, so $3.02 is that what you said?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, that would be correct, because the next one is [PII] to 49.
[CUSTOMER][POSITIVE] OK, all right, cool.
[CUSTOMER][NEUTRAL] OK, perfect. I should, I should have everything else correct on here um and then that total, that total when I do the math that premium comes out that's a monthly amount correct?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, yes, monthly premium per 100 of covered monthly benefits, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so when we submit it, they should I fill this out?
[CUSTOMER][NEUTRAL] Listing so frequency do I leave that monthly? I know they pull every 2, they get paid twice a month.
[CUSTOMER][NEUTRAL] So do y'all want me to break that down or do you just want me to leave it as a monthly premium or does it matter?
[AGENT][POSITIVE] Yeah, you can, it doesn't matter, yeah, cause we'll.
[CUSTOMER][POSITIVE] OK, cool, y'all figure it out yeah OK.
[AGENT][NEUTRAL] Yeah, cause, right, yeah, our system has that. So now the question is just, if she's on maternity leave, can she perform her duties, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I, yeah, because see they're open enrollment I guess.
[CUSTOMER][NEUTRAL] Their new enrollment is 41.
[CUSTOMER][NEUTRAL] So she's trying to just get this in. I was like well let me call and just see what they say because.
[CUSTOMER][NEUTRAL] You are on quote on you're on maternity leave, so I just need to double check it.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, give me just a second. I'm gonna put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, yeah, no worries, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi how are you?
[AGENT][NEUTRAL] I'm OK. I have a quick question. I have a broker on the phone asking they're in this group is an open enrollment. It's group number 25413.
[AGENT][NEUTRAL] And he has somebody who is enrolling in disability or wants to, but she's, she's on maternity leave right now.
[AGENT][NEUTRAL] And obviously one of the questions is, can you, can you perform your job duty?
[AGENT][NEUTRAL] Is that, is that a yes?
[AGENT][NEUTRAL] Or is that a no because she's on maternity leave and right now, she can't technically.
[AGENT][NEUTRAL] Do her job.
[AGENT][NEGATIVE] Like it won't
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm trying to read through the brochure and the um
[AGENT][NEUTRAL] In the folder.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] She's technically not disabled. She just can't perform her job duties.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK because I have 3.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And she, no.
[AGENT][NEUTRAL] 4141.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] She's gonna get denied, yeah.
[AGENT][NEUTRAL] Would be a qualifying event.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It would be yeah it would be issued, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is um
[AGENT][NEUTRAL] I return to or.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I just uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Maturity leave, maternity.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just asked her.
[AGENT][NEUTRAL] I just can email them or something.
[AGENT][POSITIVE] OK, alright, cool, thank you.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Are you still with me?
[CUSTOMER][POSITIVE] Oh yeah, no worries.
[AGENT][NEUTRAL] OK, sorry about that. Um, OK, I'm confirming, so if she was to answer the questions now, she would have to say no, because she is on disability right now, technically, like for her being on maternity leave, but I'm confirming that if she returns to work from a disability at an open enrollment, if it's a qualifying event, and she can then
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She would still have to complete her um questions, but then she would, she would answer it as if she was working the job and the qualifying event would then be able to issue disability. So I'm trying to confirm that. Um, do you want?
[CUSTOMER][NEUTRAL] OK, OK, yeah, like the health, the health history questions are those what you're talking about?
[AGENT][NEUTRAL] Yeah, like the, like, are you, can you perform your job?
[CUSTOMER][POSITIVE] Oh yeah yeah yeah OK yeah that one OK.
[AGENT][NEUTRAL] Yes or no, yeah, cause right now it's no, but um.
[AGENT][NEUTRAL] We'll see let me see if this is an answer.
[CUSTOMER][NEGATIVE] Yeah I was like this is really bad timing to have the open enrollment for her I guess.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, OK, I didn't necessarily get confirmation from the person I was asking, but
[AGENT][NEUTRAL] Technically, if you Google it, it does say, yes, returning to work after a period of leave without pay can be a qualifying event, allowing you to make changes to your health insurance enrollment outside of the annual open enrollment period.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yes, it should be a qualifying event, um.
[AGENT][NEUTRAL] Do you mind? I haven't necessarily got confirmation of who I actually need confirmation from. Can I, do you mind if I email you like the response? OK, what's your email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we can wait.
[CUSTOMER][NEUTRAL] Yeah, yeah, I mean
[CUSTOMER][POSITIVE] Yeah, that's totally fine.
[CUSTOMER][POSITIVE] Yeah, totally.
[CUSTOMER][NEUTRAL] Um, it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII], is that right?
[CUSTOMER][NEUTRAL] Uh, [PII], yeah, um, I think the group on on that group, it probably has my dad's email, so I mean you can email either one of us.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, once she gets confirmation I'll send you a quick email it should be yes so hopefully.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Hopefully, I'll hear back from her soon.
[CUSTOMER][POSITIVE] OK cool hopefully so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK awesome all right thank you.
[AGENT][POSITIVE] Yeah, of course, enjoy your day.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] I