AccountId: 011433970860
ContactId: 4c93bb19-1fd3-4aa6-b8a6-0fefd7be08a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506929 ms
Total Talk Time (AGENT): 176886 ms
Total Talk Time (CUSTOMER): 162464 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/4c93bb19-1fd3-4aa6-b8a6-0fefd7be08a2_20250128T18:39_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], my name is [PII]. I'm calling from a broker's office with a question about an effective date for a new hire of a member of our one of our groups with y'all.
[AGENT][NEUTRAL] All right, let's take a look. Do you have their policy number or?
[CUSTOMER][NEUTRAL] Um, you want the group policy number or the member's policy, OK.
[AGENT][POSITIVE] Yeah, we can do that for you.
[AGENT][NEUTRAL] If you have the members, either one.
[CUSTOMER][NEUTRAL] Um, the group
[CUSTOMER][NEUTRAL] I did
[CUSTOMER][NEUTRAL] I do. I'm logged into the portal, um, so I do have the policy number. It's 2589489. That's the employees.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, I've got that pulled up, [PII]. What is the insured's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] Um, I do. Oh.
[CUSTOMER][NEUTRAL] I do. 01 moment please.
[CUSTOMER][NEUTRAL] I don't have it right in front of me, but I do have, I do have it. It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK, so it looks like [PII]'s effective date was [PII] and some of the other group was [PII]. Is that kind of the miss?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It should be.
[CUSTOMER][NEUTRAL] 1st of the month following 60 days from date of hire which would have made him.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] is day 60.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII] to the.
[CUSTOMER][NEUTRAL] The effective date.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and [PII] you said are you with the group?
[CUSTOMER][NEUTRAL] I'm with the broker's office.
[AGENT][NEUTRAL] You're with the broker's office? OK.
[AGENT][NEUTRAL] OK, um, can you just verify with me uh the group name and the address and phone number?
[CUSTOMER][NEUTRAL] Yep, the group name is Zoma Group L L P C O M M A.
[CUSTOMER][NEUTRAL] And the group address.
[CUSTOMER][NEUTRAL] Group address is [PII].
[AGENT][NEUTRAL] Thank you so much and then I'm gonna need to call over hopefully somebody let me see if anybody's there we were running some meetings today so it looks like we our customer service department has to fix it.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] All right [PII] I'm still showing that everybody over there we had a meeting today and so they're all in a meeting right now um is there a way that I can have somebody call you back or do you wanna call us back? What's the best thing for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it might be better if I call back because I work part time, so inevitably I won't be here.
[AGENT][NEUTRAL] Uh-huh. OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So I can call back first thing in the morning. It's OK.
[AGENT][NEUTRAL] Yeah, it just they they had a meeting today until about lunchtime so I mean somebody should be there um a little later this afternoon but.
[CUSTOMER][NEUTRAL] That's OK. Um.
[AGENT][NEUTRAL] Yeah, it looks like they're the ones that need to correct it.
[CUSTOMER][NEUTRAL] OK, OK, can you tell with whatever you're looking at that the waiting period for the group is set up in your system correctly?
[AGENT][NEUTRAL] Yeah, let me see.
[CUSTOMER][NEUTRAL] That this is just I'm guessing this is just a fluke thing that happened but I wanna make sure that you guys show it correctly.
[AGENT][NEUTRAL] Probably uh.
[AGENT][NEUTRAL] So let's see, new higher enrollment period shows 60 days, is that correct?
[CUSTOMER][NEUTRAL] It should be 1st of the month following 60 days.
[AGENT][NEUTRAL] Uh, it just shows in here 60 days.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm going in and confirming that.
[CUSTOMER][NEUTRAL] That's what we came up with first of the month.
[CUSTOMER][NEUTRAL] Um, well, I look at this one.
[AGENT][NEUTRAL] Yeah, I believe it's.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 1st 6 months coinciding with or after 60 days of full-time employment.
[AGENT][NEUTRAL] Yeah, so I mean they have it in here 60 days. I do see that.
[AGENT][NEUTRAL] So it must have just been like you said, a fluke on this one.
[AGENT][NEUTRAL] Cause I don't see anything different for the waiting period as far as days.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But I will definitely put a note in the group that we spoke [PII] uh just regarding this particular policy, um, that way hopefully when you call back it won't be you won't have to explain as much um I'll let him know that the date of hire is just incorrect on this particular member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you um have a reference number or case number anything for this call?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is um my name with my last initial and then just today's date. So my name is [PII], which is spelled [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spelled your name right in my notes with the [PII]
[CUSTOMER][POSITIVE] Picking, um, OK, so that's great, and I will call back first thing in the morning. Whoa, where are y'all located?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, we're in [PII]. We're in Central time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because we are in Eastern time, so I will not call back first thing my time. I'll call back first thing your time then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] I'm making a note here too. Thank you so much for your help, [PII]. I hope you have a good afternoon.
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Oh, you're welcome. You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thanks mhm bye bye.
[AGENT][NEUTRAL] Bye bye.