AccountId: 011433970860
ContactId: 6c9dff4f-20c8-4381-b1a6-b706aa9aa1bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302350 ms
Total Talk Time (AGENT): 128093 ms
Total Talk Time (CUSTOMER): 111785 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/6c9dff4f-20c8-4381-b1a6-b706aa9aa1bf_20250606T18:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing today?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][POSITIVE] Good, good. Are you um are you part of the broker resources team?
[AGENT][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK awesome um so I'm, I'm an agent and I was trying to get uh a new hire enrolled and ran into an issue because the start date is after, uh, it was prior to today so one of your reps just emailed me a spreadsheet to fill out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Um, the division I'm assuming is that the group number?
[AGENT][NEUTRAL] Um, let me pull up that spreadsheet. Give me just a second. I've got a copy of it.
[CUSTOMER][NEUTRAL] For the
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I think do that, I mean, I don't know if that really matters on the enrollment spreadsheets and division because I think that has to do with the company if they have different divisions, but hold on just one second, let me pull mine up.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, you're right it says uh you only the group needs separate bills.
[AGENT][NEUTRAL] Yeah, it's for separating. That's right, it's for separating the billing. We have some companies that'll have two different divisions and they want the bills split out. That's what that's for.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK, click sell to make drop down up here. So where Medli premium is.
[CUSTOMER][NEUTRAL] Nothing's coming, nothing's popping up.
[CUSTOMER][NEUTRAL] It says to click for drop down.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For the premium?
[CUSTOMER][NEUTRAL] But I'm not, I'm not getting any, mhm.
[AGENT][NEUTRAL] Hm, are you able to fill out like what plan they want and all of that? Does it doesn't it ask for that? Sorry, I'm trying to find mine. I haven't sent one out in a while.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, no, that's what I thought. I thought it, it would just be as simple as putting in that plan and so when it's asking me for the premium.
[CUSTOMER][NEUTRAL] Inpatient outpatient benefits selected coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What group what group is it? What group is it? and I can look at the premium.
[CUSTOMER][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 19746.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Uh, factory supply. Let's see here. Let me go in here.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so let's see if I can tell what's right in here. You've got 4572.
[AGENT][NEUTRAL] Is that for a $2000 a month plan coverage that let me see if this is family or what this is.
[AGENT][NEUTRAL] Individual coverage is 4572.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And let's see what this one is.
[AGENT][NEUTRAL] You know, let me just see if there's a brochure in here, probably easier to do that way. Give me just a second.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] We have the rates on it. Yeah, there's one in here. Give me just a second. I'm pulling up the brochure, so hopefully it'll have the rates at the bottom here we go, OK.
[AGENT][NEUTRAL] Ages [PII].
[AGENT][NEUTRAL] It's 4572 for employee.
[CUSTOMER][NEUTRAL] OK, 4572.
[AGENT][NEUTRAL] It's a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it said inpatient.
[AGENT][NEUTRAL] And then, mhm, go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Outpatient benefits selected.
[AGENT][NEUTRAL] Yeah, so this plan has a, let's see, $2000 maximum inpatient benefit.
[AGENT][NEUTRAL] And outpatient is 2000, so it's a 200, 2000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then and then what is the coverage that it's asking for?
[CUSTOMER][NEUTRAL] 7.
[AGENT][NEUTRAL] What's it asking for? Oh.
[AGENT][NEUTRAL] Mid-length alert.
[CUSTOMER][NEUTRAL] Coverage just is coverage.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, let's try.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The link
[CUSTOMER][NEUTRAL] Yeah, it's so weird. How, so how would they know what group she belongs to if it doesn't ask for the group number?
[AGENT][NEUTRAL] Are you gonna, are you gonna email it to us? If you email it to us, you can just put on the email that this is for group 197 enrollment for group 197446.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][NEUTRAL] And that should be fine. Mhm.
[CUSTOMER][POSITIVE] OK, alright, I will, uh, I'll send it back to you guys right now thank you so much for your help I appreciate it.
[AGENT][POSITIVE] OK. You're, you're, you're most welcome. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.