AccountId: 011433970860
ContactId: 4331c480-0b59-4edf-b086-9345081237c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 614640 ms
Total Talk Time (AGENT): 250854 ms
Total Talk Time (CUSTOMER): 239767 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/4331c480-0b59-4edf-b086-9345081237c4_20250609T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from Marshall McClendon agency regarding one of our clients. Um, the last account manager that was here was actually probably doing enrollment, but right now we don't have access. Um, can I give you the group number?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Um, give me one second.
[CUSTOMER][POSITIVE] OK, it's um no problem.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] 079 wanna put that in there the group number 3079 you got it OK.
[CUSTOMER][NEUTRAL] 79.
[CUSTOMER][NEUTRAL] I said that and which one's the other one?
[CUSTOMER][NEUTRAL] It's for who? Oh, there's two group numbers then 23078 and 23079.
[AGENT][NEUTRAL] 230 178.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] No, 23078.
[CUSTOMER][NEUTRAL] It's for Steiner Atlantic.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it looks like we have 3, then we have 23079 for Worldwide Laundry Inc.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we have 17953.
[CUSTOMER][NEUTRAL] For EBI industries, so we be, we're in we're managing all of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so you guys are just having an issue with um your groups enrolling employees, is that correct?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I'm calling from the broker's office from [PII] Agency. We're the broker on record, so we need to be able to access the portal in order to make sure enrollments are being completed. How are you guys receiving enrollments? Do you know how that's happening?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So it looks like for worldwide we are receiving paper enrollments for that group, um, so they just kind of email us the paper application and then.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] EVI Industries.
[CUSTOMER][NEUTRAL] OK, hold on, let me get this.
[AGENT][NEUTRAL] It's paper as well.
[CUSTOMER][NEUTRAL] OK, hold on, I just need to make notes of this. Give me one second.
[CUSTOMER][NEUTRAL] Um, I apologize.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just wanna get a um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me the first one again.
[AGENT][NEUTRAL] Um, so it looks like they are all paper, um, applications.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They're all paper applications, OK, and who, who has been sending them over? Was that when and when's the last time you got any?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] So there's never been online entry.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It looks like
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me just double check this.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] So it looks like the last time we received any changes for the plan for 23079, we received an email from someone at [PII] and saying to terminate all of them, some of the employees, not all of them, but providing us a list of employees to terminate, um.
[CUSTOMER][NEUTRAL] When, when was this?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that goes the same with 23078.
[CUSTOMER][NEUTRAL] Uh wait, OK.
[CUSTOMER][NEUTRAL] That was 2 [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that was for which group number?
[AGENT][NEUTRAL] Both 23079 and 23078.
[CUSTOMER][NEUTRAL] And did they get moved over to 1795317 uh-huh or no just terminated.
[AGENT][NEUTRAL] No, these were, these were just terminations. They, it just said terminations for group for those two groups, and then it provided a list of employees.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] But not, but the whole.
[CUSTOMER][NEUTRAL] But the whole group wasn't terminated, just some people off the plan.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, OK, what about on policy 17953?
[AGENT][NEUTRAL] Uh, what group is that for?
[CUSTOMER][NEUTRAL] uh EBI Industries.
[AGENT][NEUTRAL] 00, so, uh, group number OK 179.
[CUSTOMER][NEUTRAL] And another question is um is there a way to get um enrollment done online?
[CUSTOMER][NEUTRAL] Or to send a file with the information like on a weekly basis like is there like a a template or something?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely, um, so we have an enrollment team that helps with this process, um, so they do it every Tuesday. It will be set up through our online portal and you can do the changes that way, um, and I can see if I can help you with that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So we can upload the changes on a file or we just go on and do them?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You you can do it all the above. You can either give us like an Excel file and provide us changes or you can um go on to a portal and have those changes made as well.
[CUSTOMER][NEUTRAL] How do we gain access to that?
[CUSTOMER][NEUTRAL] Because we have at least a couple of us that need access on the account, the account executives and then the account analyst needs access as well.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so it looks like [PII], I'm not sure if I'm saying her last name is agent on the, yeah, so she will have to give you access to her account, um, to because on her account will have all the groups on there, so she will have to give you access, um, and she can go online and do that, um, and give you access to her portal.
[CUSTOMER][NEGATIVE] Yeah, she's the producer though. She's not, yeah, she's not gonna go in and make changes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you know if anyone else here has access to that portal?
[AGENT][NEUTRAL] Um, no, we just transferred it, we just changed it on last Saturday, so, um, everyone is having to create new logins.
[CUSTOMER][NEUTRAL] You just who what was changed last Saturday.
[AGENT][NEUTRAL] Our online portal um changed last Saturday, so all of the the brokers are having to recreate their accounts, so even if they did have access to it, they no longer have access to it.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And so they're having to set up a new.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so let me ask you another question, um.
[CUSTOMER][NEUTRAL] In the meantime, where should enrollment forms be sent?
[AGENT][NEUTRAL] It looks like um for the time being, if you go to if you send an email to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the one you have, OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, and how can we request an enrollment report for everyone on these accounts? Is that something we can request from that um as well from that email?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] What do you mean by an enrollment report like uh who is it?
[CUSTOMER][NEUTRAL] Like who has, who's enrolled in the, yeah, who has coverage like have for each of the entities, uh-huh.
[AGENT][NEUTRAL] Oh yeah, yeah, you, you can do that as well and then also on that email if you would like to um request to have like an enrollment just have them done electronically, you can do it on that email as well.
[CUSTOMER][NEUTRAL] What do you mean to do it electronically?
[AGENT][NEUTRAL] Um, you just said that originally, um, you wanted to possibly have it done electronically, uh, the enrollments or have them done through a file, um, and so if you just wanted to proceed with doing it electronically, you would just need to include it in the email as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Like an, oh.
[CUSTOMER][NEUTRAL] So but then they would assign somebody to that right?
[CUSTOMER][NEUTRAL] That would be a whole process that needs to be set up to do it electronically they would need to set up a file feed and stuff.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's fine. Alright, no problem, we'll start with sending getting the enrollment done via that.
[CUSTOMER][NEUTRAL] Email and then we'll request for access.
[CUSTOMER][NEUTRAL] OK, um, how long does it take for enrollment to process, do you know?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] An enrollment, it, it takes probably, I would say 2 to 3 days, um, just for us to get them enrolled and then getting them an ID card issued.
[CUSTOMER][NEUTRAL] And will an ID card be available online?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great, alright, I appreciate your help thank you so much.
[AGENT][POSITIVE] Yeah absolutely have a great day.
[CUSTOMER][NEUTRAL] You too bye
[AGENT][POSITIVE] Thank you