AccountId: 011433970860
ContactId: 684c3d8d-f855-4474-867a-03b902101ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398799 ms
Total Talk Time (AGENT): 206220 ms
Total Talk Time (CUSTOMER): 184203 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/684c3d8d-f855-4474-867a-03b902101ef7_20250313T13:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I'm a new employee, uh, here with the Louisiana Workforce Commission, and I have to contact a vendor in order to find out what coverages that I could get for my dental benefits and so they gave me this, um, paper that had this, uh, had two numbers on there so I was trying to make sure if I was calling the right number. It says customer service number for employees, so I called this number. Would that be?
[AGENT][POSITIVE] Yes, yes, I can certainly, I can help you. And do you happen to have your policy number there with you?
[CUSTOMER][NEUTRAL] The right place?
[CUSTOMER][NEUTRAL] Uh, not yet. I think the email that I received.
[CUSTOMER][NEUTRAL] Let me go to it real fast.
[CUSTOMER][NEUTRAL] Because it gave me specific instructions, um, the email says.
[CUSTOMER][NEUTRAL] I have attached information for your for the health, life and miscellaneous insurance benefits. I've also attached the applicable enrollment forms. If you're interested in enrolling in any miscellaneous insurance products, please contact the respective insurer for more information.
[CUSTOMER][NEUTRAL] You will also complete any applicable forms with the insurer if you choose to enroll. Once approved, the representative with the insurer will send our office the payroll deduction authorization form.
[AGENT][NEUTRAL] OK, so you haven't actually enrolled yet. It's what it sounds like.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I didn't know if I was doing, am I doing the right steps or am I doing something wrong?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Oh, no, no. The, the thing is, is that there's not much that we can tell you.
[AGENT][NEUTRAL] About a policy for, for your company and until you actually enroll in it because we have several, several different types of, of um of programs um so uh you actually have to enroll in them before it and when you do enroll, they, they will tell you what the, what the benefits are for each program. So uh we have some um dental programs that are just very basic. We have some that are more comprehensive, uh, it just depends on, on what you choose.
[AGENT][NEUTRAL] Um, it's the same for our medical program programs as well. So it's really just going to depend on, first of all, what your company is offering, but second of all, what you choose, and then we would be able to tell, then they would be able to tell you what your benefits are, but they generally will do that as you're enrolling. So, um, let's say that you select a certain type of dental policy, uh.
[AGENT][NEUTRAL] Um, uh, the HR person or, or the, uh, whoever you designated um employees uh for the insurance will tell you what your benefits will be at that time, but you, you actually have to enroll before we can do much about it, um.
[CUSTOMER][NEUTRAL] Yeah, that's what I, yeah, I gave them all my paperwork to, to do my enrollment for my, for my benefits. I was just from what they were saying we had a Zoom meeting I was from what I thought we were, I don't know why but they gave because they she gave us the information right away so I was assuming uh with our insurance that we only because I'm with the state, uh, with Louisiana Workforce commission with the state of Louisiana and so they were saying.
[CUSTOMER][NEUTRAL] I guess I need to call her back again because from what I understood, I, it says here that um.
[CUSTOMER][NEUTRAL] Uh, in this prior one it says you were hired as a full-time employee effective [PII]. As a full-time employee, you are eligible to enroll in health, life, and miscellaneous insurance. If interested in health and life insurance, you must enroll within 30 days of your hire date, which I did that. It says if you are interested in miscellaneous insurance products such as dental and vision, you must enroll within 30 days of your hire date for the premiums associated with those products to be eligible for the flex benefits plan.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So do I need to get back with them and like, like you said, find out exactly do I wait the 30 days or do you know what I need to do? I'm sorry if I'm.
[AGENT][NEUTRAL] I would go ahead and, oh no, that's quite right. What I would do is I would go ahead and and get in touch with your um with your HR uh uh person now and um and then they should be able to tell you exactly what needs to happen uh as far as um uh.
[AGENT][NEUTRAL] Whether you, whether uh you um are actually enrolled yet, how long it will take you to enroll, and also whatever uh policies that they will have available uh for your, your company because as you this is group insurance and so what it will do is you're, you're uh paying for it as a group, um.
[AGENT][NEUTRAL] So, uh, that's, uh.
[AGENT][NEUTRAL] You know that you probably want to get with your HR in uh person first and find out what it is uh that um uh you know what.
[AGENT][NEUTRAL] Actually get you enrolled and then um they can tell you what your benefits are and they'll tell and as I mentioned before, they'll they'll um they'll tell you what uh what policies they have available uh to the group as a whole, um, but the very first thing that you'd want to do uh is uh go ahead and, and, um, get enrolled and I'm sorry, I, I didn't catch your name, sir. It's
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. [PII], that's what you're gonna want to do is contact your HR department and, and get them, uh, uh, to get you uh enrolled first, um, and at that time, they will tell you about what policies they as a group have.
[CUSTOMER][NEUTRAL] OK, alright, I'll give them a call, I guess I'm a little confused, so let me see if I can get this straightened out because I wanna try to.
[AGENT][NEUTRAL] Yeah, I, yeah, that, so your first stop is going to be your HR department, um, and, and to get enrolled.
[CUSTOMER][NEUTRAL] OK, so if I've already given them my enrollment paperwork, should I be waiting on them to send something in the mail or something? Is that was that was.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's exactly, yeah, that's exactly what you need to do. Yeah, cause they don't even have, they probably don't even have you enrolled yet.
[CUSTOMER][NEUTRAL] the cars and stuff now.
[CUSTOMER][NEUTRAL] Yeah, because it's been so soon, right? Yeah, I turned it in like, uh, last week.
[AGENT][NEUTRAL] If you just turned it in.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it's, it sometimes it takes, it takes about 7 to 8 business days uh to do that. Now, is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I think I just need to find out, make sure I understand the process, and then you'll probably be hearing back from me in the near future because I definitely need to get, uh, dental. I wanna get uh.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] That's fine. That's what we're here for. Yeah. So once you get enrolled, uh, please, by all means, contact us and, and we'll go over your policy and, and, uh, you know, help you with that.
[CUSTOMER][POSITIVE] OK, that sounds good I appreciate the information thank you.
[AGENT][POSITIVE] Mhm. Thanks for contacting API have a very good day.