AccountId: 011433970860
ContactId: 5de69f33-24c9-419a-8ded-ec16091b8045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303850 ms
Total Talk Time (AGENT): 202201 ms
Total Talk Time (CUSTOMER): 79704 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/5de69f33-24c9-419a-8ded-ec16091b8045_20250618T20:31_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from the broker's office to assist um an employee in getting setting up their online account.
[AGENT][NEUTRAL] OK, so an insured or?
[AGENT][NEUTRAL] A broker within the um broker's office needs an LSC account.
[CUSTOMER][NEUTRAL] Oh, the, I'm trying to help the insured get um an account.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Let me see if what I can do. I might have to get you to a different department because we work with.
[AGENT][NEUTRAL] The brokers on this, what is the do you have a group number?
[CUSTOMER][NEUTRAL] Yeah, the group number is 26016.
[AGENT][NEUTRAL] And that's gonna be the Friends of King Charter schools.
[CUSTOMER][NEUTRAL] Yeah, I've had 3 people or 3 employees contact me today saying they can't set up an account and I've verified all their information and it's correct in the system so I'm just wondering.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What else it could be.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] So and, and all they're filling out because all that is needed on the screen for injured.
[AGENT][NEUTRAL] Is their last name and their date of birth, is that what they're doing?
[CUSTOMER][NEUTRAL] It's um they said it's asking her last name.
[AGENT][NEUTRAL] I wonder if we don't have their emails.
[CUSTOMER][NEUTRAL] Yeah, for this specific person we don't have an email address on file but I can give one to put on file.
[AGENT][NEUTRAL] That that's probably why.
[AGENT][NEUTRAL] Um, that's probably why. So whenever an insured creates an account, they do have to have an email in our system whenever a broker or a group gets like however the information gets sent to us to set up um in our enrollment census or like file that like has all of the normal insured um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like basic information if you will so like first and last name, social date of birth like what plan they're um enrolling in we have to have their um email so that we can then put that into the system when we create the group so that then they can create their OSC account.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, so depending on if everybody that is active in this group, if we, if we've been sent applications or an enrollment template, however that's coming and we have not been provided emails, that's where the problem is that's where the first problem is anyway is the emails so. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK, because I noticed the other, the other two didn't have an email as well.
[AGENT][NEUTRAL] Yeah yeah so and then when we get the email like we can definitely if you wanna send us a template, do you have an enrollment template?
[AGENT][NEUTRAL] Saved from like a previous.
[CUSTOMER][NEUTRAL] Um, maybe because we normally go through the Bente system. We don't send in a census.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, so it's totally up to you if you wanna send it to us at um like to broker resources then um we can like then send it over to our um new business department and they can update accordingly and then it would or you can send it to your um your third party and then they could update email addresses and then it should correspond with our system.
[AGENT][NEUTRAL] And it should update those email addresses so it's, it's kind of however you wanna do it um either way they'll have to go to another person to be processed and then I will say that once that is complete and an insured is actually putting their information in the LSC to make sure that they are only using the asterisk spots so just the last name, just the email and just the date of birth, and then they can hit next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, they don't need that I think the other is like Social Security and like zip code we don't need that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, yeah, because they've they've been putting that in as well.
[AGENT][NEUTRAL] Yeah, um, I would just tell him to not do that. Mhm. Yeah, it, it, it doesn't, it just doesn't have the.
[CUSTOMER][NEUTRAL] Because it because it asks for that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We need some sort of like only do the asterisk or something like verbiage on there because some um yeah but if they if they do that then they should be able to be successful in creating their account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'll go ahead and just shoot an email with um I'm with the list of the employees I think it's just 3 and 2 that's call and that's got to go um but you were very helpful I appreciate it thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course