AccountId: 011433970860
ContactId: 5ecf8792-acd1-4ba7-83fb-4f456f209547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 708260 ms
Total Talk Time (AGENT): 412260 ms
Total Talk Time (CUSTOMER): 325615 ms
Interruptions: 7
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5ecf8792-acd1-4ba7-83fb-4f456f209547_20250121T20:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you um I've got a group admin on the line um and I just wanted to touch base and make sure that this is the correct way to be doing this um she said she just noticed that two of her employees were not on several invoices. I was able to find one, employee he looks like his.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Terminated back like [PII] or excuse me July of last year I was unable to find the other one at all so she wants them back on there um she doesn't want to use OSC so would the best way to be uh sending a hub request to y'all to have this uh new enrollment forms sent to them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we just, yeah, she can, yeah, do you want me to talk to her? I'll get a form I can send you her along with an, uh or an application whichever because she'll need to send over their information so that we can, uh, forward it to you guys to add.
[CUSTOMER][NEUTRAL] OK, OK, I just wanted to make sure that was correct. I was looking at the gear article, but I, you know, a lot of interpretation up, so, um, yeah, if you wanted to speak with her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, no, I totally get it. Yeah, I can talk to her.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it um her name is uh [PII] um did you want the, yeah, did you want the group number?
[AGENT][POSITIVE] You're most welcome.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] OK, it is 21954.
[AGENT][NEUTRAL] 4, let me pull it up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, via dental technologies.
[CUSTOMER][NEUTRAL] And I have the name of the
[CUSTOMER][NEUTRAL] Yeah, I do have the name, um, I was able to find the old policy number for the old um one insured. I don't know if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the last name of the person, do you know?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Oh, here it is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], the other one I wasn't unable to find him at all, uh, [PII].
[AGENT][NEUTRAL] OK, I've got it. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then Floors. I don't see him in here. OK, and that's the one she's needing to add.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Both of them, yes.
[AGENT][NEUTRAL] Both of them, OK, yeah, I'll just send her through. I'll talk to her and I'll email her a template that she needs.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you I really appreciate it.
[AGENT][POSITIVE] Yeah, you're most welcome. Thank you.
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hi, this is [PII] at Broker Resources. [PII] said that you have, uh, a person that you need to add and then this [PII] is just he needs coverage added as well.
[CUSTOMER][NEUTRAL] Yes, I for some reason I don't know why these two employees were excluded from the list, and I'm looking, reviewing the list, and I'm like, what happened to them? No idea what the problem is, so I'm trying to figure out a way to make it easier for us and for them. So, what is just a
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what is your email address and I'll what I'll do is I'll email you over our little template and you just have to fill out their higher date and all their information and send it back to us at our sales department and we'll get them added.
[CUSTOMER][NEUTRAL] OK, perfect. Um first name is [PII], and that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] By accidental.
[AGENT][NEUTRAL] [PII]. OK, yeah, I see that in our system we have that. OK, yeah, let me, I'll send this over to you as a spreadsheet and you just fill out the information and there's also where you can use our enrollment form. I'll send you both of them and you can use whichever one you want and then just fill that out and send it back to the um I'll I'll CCR folder on there so just send it back to that sales folder that'll be on the email that [PII] and then we'll get them, we'll get it taken care of for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem. So the deduction will start as of the day that we that I send back the documents to you?
[AGENT][NEUTRAL] Uh, whatever date they need to be effective, what's their higher dates? Have they been with you for a while?
[CUSTOMER][NEUTRAL] Yeah, one of them's been with us since [PII] and the other, the other person has been rolled over since [PII]. But um, I'm, it just happened that for [PII], we were, we were debiting, we were deducting some funds, uh, deductions from insurance from, from last year that they did the same mistake. So I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know if I should just start as of as of [PII].
[AGENT][NEUTRAL] Well, was he, so was he not supposed to be terminated because it looks like we last, um, we, he was paid through [PII], so that's when it terminated. So was he supposed to have continuous coverage?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that, that basically he's been, he's been with us always. I mean, he hasn't been terminated, he's still with us. Yeah.
[AGENT][NEUTRAL] OK, OK, OK, so in the, I'll send you the template in the email you need to explain on there that [PII] has had continuous coverage. We're not sure why he is termed as of [PII], and you need him added. He would have to pay, we would have to pay the back premiums. Have you guys been deducting premiums that you can send in, or is he, or will that cause him to you have to, you know, have money deducted?
[CUSTOMER][NEUTRAL] He has
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, I'm thinking that we just have, we just, we should just start, I mean, he, he hasn't had any claims since, since June until now, that I think so. Correct?
[AGENT][NEUTRAL] OK, OK, OK, so if you wanna re yeah, um, I don't know because I can't see the claims, um, I can't see the claims details, so if you wanna just restart the coverage January you can.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just um
[CUSTOMER][NEGATIVE] Yeah, I mean, I, I don't see the reason why I should reinstate him back as of June because he's gonna have to pay. It's gonna cost. The thing is, yeah, the thing is that a, a broker made already a mistake um back in [PII] with him, and then again on [PII], so I, I, I, I mean, I don't know what else to tell you. I yeah, yeah.
[AGENT][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, I understand. Yeah, that'd be bad. I, I apologize for all that. Yeah, that's terrible.
[CUSTOMER][NEUTRAL] Yeah, I feel back
[CUSTOMER][NEGATIVE] Yeah, like, wait a minute. I mean, we already made a mistake with you in the [PII] and we are making a mistake and it just happened the same thing. I like to, I like to look at the stuff every six months to make sure, and that's what I'm right now, because we did the rollover back in July and I'm looking at it right now, I said no, not again, please. And it, and again, they tell me and they're gonna kill my broker.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, gosh, that's crazy. Yeah, that's not good. I'm sorry. I'm so sorry. um, yeah, so, OK, yes, let me, um, I'll report that because we need to figure out why, why that keeps happening because that shouldn't be happening, especially that's weird, um, because that's at the renewal time, yeah, because that's when we renewed the group was [PII], so I don't know why we would have taken him off unless we received so let me look at this folder. Hang on just a second. Let me look at the renewal.
[CUSTOMER][NEUTRAL] Specially all over.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm just, I'm curious now.
[CUSTOMER][NEUTRAL] Yeah, if you look at it, he was still there on, on, on that old, I, I don't know, I'm trying to figure out what happened.
[AGENT][NEUTRAL] Yeah, let me see what we received on the renewal because I'm curious myself because if he's been employed, I mean why would, why would we take him off that doesn't make sense.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look and see what we have in the renewal folder.
[AGENT][NEUTRAL] Let's see, OK, I'm just trying to see if we got any enrollment information that showed something different. Renewal submitted information attached.
[CUSTOMER][NEUTRAL] And you see [PII] was on the gap as well. So they both.
[AGENT][NEUTRAL] OK, yeah, I'm gonna, OK, I'm just looking to see if we got a spreadsheet because usually we'll get the renewal information and sometimes we'll get a spreadsheet that has, you know, any changes or anybody new people that need to be added.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All that stuff, let's see.
[AGENT][NEUTRAL] There, OK.
[CUSTOMER][NEUTRAL] With the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then like when you do you guys pay your bills online or do you do you do the paper OK.
[CUSTOMER][NEUTRAL] Uh, I'm
[CUSTOMER][NEUTRAL] Yeah, we pay online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As, as a matter of fact, [PII], he paid his client gap pretax back in October.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] October, September, October. Let me see when they stopped. He was there September.
[CUSTOMER][NEUTRAL] He was there in November.
[CUSTOMER][NEGATIVE] And he was there in December, but I don't understand why he's not there.
[AGENT][NEUTRAL] Yeah, because the only reason, the only, the only way we would term is if we got something saying to term him or if we just didn't get premiums for him, but I'm trying to, I'm looking at these emails to see like what happened because.
[CUSTOMER][NEUTRAL] On my list
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] I mean, yeah.
[AGENT][NEUTRAL] And you guys were showing him and you just realized that he wasn't oh wait, hang on, here's something what it says.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is there, yeah. He paid, we paid Lares back in, in [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Who
[AGENT][NEUTRAL] Let's see, [PII], is that the account manager you were dealing with? OK, so we got an email on [PII]. Good afternoon. Please cancel the coverage for [PII] effective that was in [PII] for the group enrollment. OK. The group used Employee navigator.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] [PII], please feel free to contact me so that was, that was for [PII], but it was sent to us so so weird. Hang on just a second.
[CUSTOMER][NEUTRAL] And, and, and for, for [PII], we did, we did pay gap back in December.
[AGENT][NEUTRAL] Attachment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, something happened between December and January.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we don't have to go back. We do have to figure out what happened.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I think I'm wondering if this email that came to us on [PII] prompted us to termine but the date on it says [PII], and I wonder if someone thought that we met [PII].
[AGENT][NEUTRAL] Um, because that's where the [PII] issue probably came in right there. Let me look at this other email. Let's see what this says.
[CUSTOMER][NEUTRAL] I don't know
[AGENT][NEUTRAL] Your request to terminate the um LA um [PII] has been it's been a two billing, OK, so that was in July.
[AGENT][NEUTRAL] And let's see what other one says.
[AGENT][NEUTRAL] I bet that's what happened because this email is dated [PII] and it says to terminate [PII] so I think some wires got crossed on that one we should have clarified. I'm not sure, but that to me looks like they're like, oh, he's already been on here. We're just canceling [PII] maybe. So that's he got canceled because we had an email out here that was sent to us in July. So do you, um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So I guess, yeah, he would have to go back and pay the back premiums to get it reinstated to have continuous coverage. So do you want to move forward with adding July June [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII], because I'm looking at it and they did pay their dues. I mean, they were deducted for the gap. Yeah, they did. I mean, everything's fine. It just happens between.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect for him. OK, OK.
[CUSTOMER][NEUTRAL] Between January and to now, I have no idea what it is.
[AGENT][NEUTRAL] Yeah, I don't know that's bizarre. OK, um, I'm gonna look into it some more on my side too just to make sure because that's it's kind of strange, but I'll go ahead and send you the template and the enrollment form. Like I said, you can use one or the other. The enrollment form you'd have to complete one for each person. Uh, the spreadsheet has everything you can put all of them on the spreadsheet, um, but yeah, just fill that out and return it to the you can just attach you can respond to the email and send it back just respond all and it'll come back to the to our team and then we'll get it added for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your help. Thank you very much. OK, so thank you.
[AGENT][POSITIVE] OK, most welcome. You have a great day. Thanks for calling APL mhm.
[CUSTOMER][POSITIVE] Thank you bye bye.