AccountId: 011433970860
ContactId: 71b65043-2984-4015-9262-d7ebfd2fcdc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488459 ms
Total Talk Time (AGENT): 181722 ms
Total Talk Time (CUSTOMER): 269516 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/71b65043-2984-4015-9262-d7ebfd2fcdc0_20250113T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning. It's [PII] at McKinley Financial. Happy [PII].
[AGENT][POSITIVE] Hi [PII], [PII] to you.
[CUSTOMER][POSITIVE] Thank you. Hey, I have a couple of questions on one of our um groups that we renewed in January.
[AGENT][NEUTRAL] All right, sure.
[CUSTOMER][POSITIVE] So a couple of, a couple of the employees made changes, a few of them actually, um, made changes for their plan and bless you.
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, when I um looked at the portal, I can see, for example, the first employee I saw where the column says ID cards available. I see 22 ID cards. Now I'm not sure which one is the updated one.
[CUSTOMER][NEGATIVE] And when I pull the, the ID card itself, it doesn't really show 2500 or 5000. So I couldn't really tell.
[AGENT][NEUTRAL] Oh, OK, um, are the, are the policy numbers different?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, so the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The bigger number should be the new one if you'll give me one second and tell me, can you tell me which group it is and which employee?
[CUSTOMER][NEUTRAL] Sure. So it's Urban League of Broward County and um
[CUSTOMER][NEUTRAL] Actually, it's the first employee, [PII].
[CUSTOMER][NEUTRAL] Oh, that's that you say the bigger numbers is the new one that's good to know. So now I'm, I, I saw the right one now, um, there's one employee that I went and made the changes a few times I got the confirmation the change was made, but for some reason it's not showing up on the portal.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the, what's the group number?
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] Um, hold on a second.
[CUSTOMER][NEUTRAL] The group number is
[CUSTOMER][NEUTRAL] 16484
[AGENT][NEUTRAL] OK, and yeah, so [PII], that new card ends in number 1452.
[CUSTOMER][NEUTRAL] Yes, OK, so that's for the new card. OK, that's, that's good. Now, the other.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, and then the other employee?
[CUSTOMER][NEUTRAL] Uh-huh. The other employees [PII]
[AGENT][NEUTRAL] OK. Um, and what change did you make to her?
[CUSTOMER][NEUTRAL] From 5000 inpatient to 2500 inpatient.
[AGENT][NEUTRAL] OK, huh, yeah, I still show her enrolled.
[AGENT][NEUTRAL] The 5000, let's see here.
[CUSTOMER][NEUTRAL] Yeah, she had an emergency this weekend and I tried to pull her ID card.
[CUSTOMER][NEGATIVE] And I wasn't able to every time I tried because I did go on the portal and make the change and uh save the confirmation but every time I looked it's it's showing that it's not there now [PII], the one above that.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] She's new, so she shouldn't even be showing a change.
[CUSTOMER][NEUTRAL] She should just be showing as new. So I'm not sure what happened and I, I know for a fact that I did it right because I did it a couple of times.
[AGENT][NEUTRAL] Mhm. Did you, did you get a confirmation for um [PII] that showed that the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Yeah, if you can forward that to um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Care
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] That's OK, [PII].
[AGENT][NEGATIVE] They should be able to look at that and tell why it why it's not updating.
[CUSTOMER][NEUTRAL] Now they had open enrollment because their policy was effective [PII], so I know that in the month of January changes can also be made. Now her her change was made.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Early last week.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, so I'll send that to them and send them the confirmation I received, yes.
[AGENT][NEUTRAL] Yeah, just send them that confirmation that you received that that change from the 5000 to the 2500 plan was successful and then just let them know that it it isn't.
[AGENT][NEGATIVE] It apparently is not processing.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] And they can look into that for you.
[CUSTOMER][NEUTRAL] OK, now the, the employee above that [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Why does she have two high numbers, 25,814,612,581,960?
[AGENT][NEUTRAL] Yeah, I, it looks like she might have.
[AGENT][NEUTRAL] The only thing that I can figure out is that she got maybe enrolled through the file feed and maybe the portal as well um and so it really should not have duplicated um but the policy that ends in 1960 has been canceled and the one that ends in 959 or no.
[CUSTOMER][NEUTRAL] Mm. No.
[AGENT][NEUTRAL] 1461 is active.
[CUSTOMER][NEUTRAL] OK, 1461 because I did the enrollment so I'm the only one who did it so it shouldn't really be showing to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm not really sure why it's duplicated there that doesn't make any sense, but we did cancel that that one policy in our system, so the one ending in 1461 is the one that's still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So she'll just be, you know, billed under that number going forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, when I send this information to care, the care team, do you know how quick they could do this turn around because I was trying to get an ID card for her, a new ID card. She wanted to go to the urgent here and she insisted on not doing until she get her ID card, and I.
[AGENT][NEUTRAL] Yeah, yeah, I, I get that, yeah, um, just, just put those details in your right up to them that you that you need it resolved as quickly as possible because the member needs um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The ID card showing the correct benefits.
[CUSTOMER][NEUTRAL] OK, now, going forward, is there a place I can go to look to see what like in this group, this group's case where they have two plans, the 25 and the 5000 inpatient inpatient, is there a place I can go to see which plan or the because it's not on the ID card.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Do you see where you can hover over that group in the portal and pull their detail report?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Retail report.
[AGENT][NEUTRAL] Yeah, so just at the group level, the enrollment report should be available and that report it's an, it'll be an Excel icon that you can click on and it downloads the enrollment report.
[AGENT][NEUTRAL] And then that will tell you.
[CUSTOMER][NEUTRAL] OK, 224.
[AGENT][NEUTRAL] That tells you which ones are on which plan.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] That's good to know. All right. I'll send an email over to the care team now and uh thank you.
[AGENT][POSITIVE] Perfect, you're most welcome. Anything else I can help with?
[CUSTOMER][NEUTRAL] That would be it for now, but the day is still young.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, perfect. Have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thanks take care care. You too, bye bye. Sure.