AccountId: 011433970860
ContactId: 52e5e0e9-a2a0-48ea-a789-680f9cfac5ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457980 ms
Total Talk Time (AGENT): 249991 ms
Total Talk Time (CUSTOMER): 157630 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/52e5e0e9-a2a0-48ea-a789-680f9cfac5ba_20250303T17:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing well. Um, I, so I have a group admin on the line that is saying that they're trying to do something with their enrollment like they're trying to process some sort of enrollment file or something in the online service center.
[CUSTOMER][NEGATIVE] Um, but that they're getting an error because it says [PII] instead of [PII]. I was wondering, do you know what that could be or how to get a hold of like enrollment services or new business or whoever it is that handles that because I'm just not sure what they're talking about.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 21566
[AGENT][NEUTRAL] They're probably gonna have to submit it in if it's not going through on the online service center it's gonna have to be.
[AGENT][NEUTRAL] Sent to us, but I need to figure out what they're trying to do. You can go ahead and transfer them to me.
[CUSTOMER][NEUTRAL] OK, OK, I'm gonna go ahead and uh transfer the call and I, I didn't know that I was gonna transfer her so let me do it like a soft.
[AGENT][NEUTRAL] What's her name?
[CUSTOMER][NEUTRAL] Uh, her name is uh [PII].
[AGENT][NEUTRAL] And you said she's with the group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is Golf Maintenance solution?
[CUSTOMER][NEUTRAL] Yeah, and uh this she's a transfer from the care team and they had already verified her so.
[AGENT][NEUTRAL] We shouldn't be talking to her cause she ain't listed on nothing but OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And her callback number was the one in the system.
[CUSTOMER][NEUTRAL] Uh, this is the one they're calling from the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'm ready. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, uh, [PII].
[CUSTOMER][POSITIVE] Yeah. Um, I have [PII] on the line from our customer service team who is gonna be able to assist you with this further, OK? OK, thank you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hi. Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. I've got your information pulled up for group 21566 Golf Maintenance Solutions.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you are with the group, correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm with the broker's office.
[AGENT][NEUTRAL] Oh, the broker? OK, that makes sense. And just to verify what's the broker's name?
[CUSTOMER][NEUTRAL] Uh, Insurance Office of America.
[CUSTOMER][NEUTRAL] Or [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine. It's OK. No, no, we're good. I just needed to make sure who I was talking to so what she explained to me is that you guys were trying to do something on the online service center but it's not going through.
[AGENT][NEUTRAL] Was it an enrollment?
[CUSTOMER][NEUTRAL] So what's happening is I have to enroll someone as of the um effective date [PII], but everything in the system is showing [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I wonder if it's doing that because of the renewal.
[AGENT][NEUTRAL] OK. Um, and what was the higher date that you did on that when you entered it?
[CUSTOMER][NEUTRAL] I haven't entered a higher date yet. It was just showing kind of automatically.
[AGENT][NEUTRAL] OK. Well, the group
[CUSTOMER][NEGATIVE] And I can't update it.
[AGENT][NEUTRAL] OK, and it won't let you update it. The group is active. Um, it did go through a renewal recently, so it renewed for the next year. Maybe that's why it's giving you a [PII] date, but it shouldn't be. So the best thing to do at this point since you can't physically get it through the online service center, we're gonna suggest that you send it to us directly and that way we can manually enter it from that point. Um, from my understanding, the online service center does a 30 day thing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] As far as as long as you're within the 30 days of the month that you're trying to get the effective date, it should work, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So, I'm not
[CUSTOMER][NEUTRAL] I just thought it was a little strange because it said like oh if the date that you're trying to enroll the person is for a day prior to the one on the screen you have to call and then I did and.
[CUSTOMER][NEUTRAL] It's weird. I, I've never seen this before.
[AGENT][NEUTRAL] It just, yeah, that is weird.
[CUSTOMER][NEUTRAL] Yeah, I'm just surprised it doesn't say [PII] because that's the thing you we're in but.
[AGENT][NEUTRAL] Right, and that's what I'm thinking too. Maybe it's because the renewal is done, but the renewal was done in January.
[CUSTOMER][NEUTRAL] I don't know, like
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but shouldn't it be [PII]?
[AGENT][NEUTRAL] Yeah, well, when the renewal's done it goes for the next calendar year, so like we get them done for the year that we're in and it renews it for another year, so it rolls it over into the next year, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I'm wondering if there's something going on with the online service center.
[AGENT][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah, because even if I put like a new hire, it'll say effective [PII], which is wild. It usually just says the current plan here.
[AGENT][NEUTRAL] I don't see anything on our end that would give it.
[AGENT][NEUTRAL] Let me see if I can pull up the group on the admin just to see what it shows.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know Friday somebody had called me and said that there was that the customers are having issues with the online service center so I wonder if there's still issues going on.
[CUSTOMER][NEUTRAL] Does it matter if I'm in the broker portal trying to do this?
[AGENT][NEUTRAL] No, cause it's all the same thing. If, if the insured are having an issue, it's affecting everybody because you guys are all going on to the same site, just different user navigation, um.
[CUSTOMER][NEUTRAL] Got
[AGENT][NEUTRAL] Let me see.
[AGENT][POSITIVE] Yeah, the group's active and effective 31, well, excuse me, active and paid current.
[AGENT][NEUTRAL] Yeah, and everybody's paid it. I wonder if it's because the groups paid the 401 and maybe that's why it's not letting you do it.
[AGENT][NEUTRAL] Because they're paid for this.
[CUSTOMER][POSITIVE] I've never had that issue in the past.
[AGENT][NEUTRAL] OK, what I'm gonna do, Ms. [PII], is relay your concerns to my supervisor and see if we can figure out what's happening and possibly get someone to reach out to you but in the meantime, just to make sure that we get the enrollment done in a timely manner, do you mind sending it to us via email?
[CUSTOMER][NEUTRAL] Um, not at all. It's, it's not gonna be on the APO app itself because I create custom apps for this group. Would that still work?
[AGENT][NEUTRAL] It's fine as long as the demographics are there and basically, we need the date of birth, full name, social, and mailing address. As long as we have all that.
[AGENT][NEUTRAL] Will be fine and since you guys have the group has one med link plan we can we could actually take it in the email if it's easier for you just the details um whatever is more convenient though will be fine.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alright awesome and then um to what email would I send it to the care team or a different one?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] It is gonna be the care team and I'm gonna keep an eye out for it and I'll pull it as soon as we get it and let you know it's been completed.
[CUSTOMER][POSITIVE] Alright, I appreciate it. Thank you so much.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.