AccountId: 011433970860
ContactId: 40111fc3-0dee-4e95-9ee5-0881838cb9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307899 ms
Total Talk Time (AGENT): 170800 ms
Total Talk Time (CUSTOMER): 149548 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/40111fc3-0dee-4e95-9ee5-0881838cb9b0_20250528T18:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Hi, I'm well, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm, I'm well. I'm well, I guess.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I have an agent on the line with group number 14,220.
[AGENT][POSITIVE] Well, good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII]. The group is [PII].
[CUSTOMER][NEUTRAL] And she's calling with a question regarding reinstating a rehire.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] And like the time frame for them to do that in.
[AGENT][NEUTRAL] Uh, I mean.
[CUSTOMER][NEUTRAL] And how I go about doing that.
[AGENT][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.
[CUSTOMER][NEUTRAL] She knows
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Either way, I was gonna just release her to you, but
[AGENT][NEUTRAL] Yeah, that's up to you. That's OK. If you want to, it's really whatever you wanna do.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Well, um, yeah, but that way if she has more questions beyond that, instead of me having to like.
[CUSTOMER][NEUTRAL] Go back through the whole process again.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 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
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I mean, yeah.
[CUSTOMER][NEUTRAL] You can tell me if it's real quick and then I'll release it to you for you to explain.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[AGENT][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.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][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.
[AGENT][POSITIVE] Yeah, I can. Yeah, you are. Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Enjoy your day. Bye.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Hi, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the Cornerstone Benefits. How are you today?
[AGENT][NEUTRAL] I'm well [PII] how are you?
[CUSTOMER][NEUTRAL] Good did you [PII] transfer me over with the group number that I'm calling in regards to?
[AGENT][NEUTRAL] Yeah, 14,220.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, she just said that you need somebody to be reinstated.
[CUSTOMER][NEUTRAL] No, I actually need to, well, probably, but, uh, right now, well, let's do it this way first I wanted to confirm what are your rehire reinstatement rules? Is there a certain time frame that employees to get coverage back date of hire date of rehire have to be rehired within from their termination date?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Not necessarily. I mean all we do is you just email us like who needs to be reinstated and then we'll forward the email to our new business department and they will actually reinstate I've never.
[AGENT][NEUTRAL] Had an issue to where a new business doesn't just do it automatically I mean obviously you know there's things that they're working on just whether it gets done immediately or just throughout the day because they're just working in line of what requests come and when so I've never had issues with a reinstatement not being as soon as they, as soon as they can handle the request it's just done so there's no date or time or.
[CUSTOMER][NEUTRAL] So the group, so the group mandates what they want the effective date to be for the participant.
[AGENT][NEUTRAL] Yeah, pretty much. I mean, just tell us new business will will reach out, yeah, new business will reach out and say one way or the other, like they'll they'll approve it essentially, but I've never seen anything.
[CUSTOMER][NEUTRAL] OK, OK, that's what I thought.
[AGENT][NEUTRAL] Any different than that.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right well I just processed these today so we have a direct feed with Navigator employee navigator with you guys yeah so you're probably not gonna see that see it yet, the reinstatement that I just put in today so um I will have the group follow up on it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I saw that, yes. Mhm.
[AGENT][NEGATIVE] We won't
[AGENT][NEUTRAL] Yeah that's fine. The yeah, enrollment services will actually see the file feed and then I think that they swing it over to either customer service or new business to do, um, so they'll see that so you'll get a follow up from.
[CUSTOMER][POSITIVE] Sound good?
[AGENT][NEUTRAL] Um, one of those departments since it's a file feed, if it's just a normal group, then we'll take care of it, but and we do have enrollment services who handles EA.
[AGENT][NEUTRAL] So yeah.
[CUSTOMER][POSITIVE] Awesome, thank you.
[AGENT][NEUTRAL] Yeah, anything else? Of course. Anything else?
[CUSTOMER][POSITIVE] That that was it. No, I appreciate your help, [PII]. You have a wonderful day.
[AGENT][POSITIVE] All right, of course, you too enjoy. Bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.