AccountId: 011433970860
ContactId: 735b1bfb-c943-4d57-be3a-4a9535bc2fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251779 ms
Total Talk Time (AGENT): 112776 ms
Total Talk Time (CUSTOMER): 88380 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/735b1bfb-c943-4d57-be3a-4a9535bc2fde_20250619T19:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hi, uh, are you there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, I'm trying to, so we had a broker that took care of our insurance and I found out that they've never enrolled one of my employees, and I'm trying to enroll them on the website, but it's telling me if the effective date requested is prior to today's date that I have to call you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um well, I'll be more than happy to help you. I'm sorry that the um employee wasn't enrolled. May I have your name and your group number?
[CUSTOMER][NEUTRAL] [PII] and the group number is 25717.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and oh, I think I spoke with you this morning [PII], um, can you verify your, um, the group name, your address, and phone number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The group name is City of [PII] address [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So, do you have um like the enrollment packet, like the spreadsheet?
[CUSTOMER][NEUTRAL] Yes. No, I just have
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the way that the brokers had to do it is they filled out like a main sheet and then they use that to enroll in community care and APL.
[CUSTOMER][NEUTRAL] So I just mainly have an information sheet.
[AGENT][NEUTRAL] Alright, well, let me do this. Let me get you over to broker resources so that they can let you know exactly what enrollment is needed. Um, they may be able to help you over the phone with the enrollment. If not, um, it's just an email to us and we'll handle it, but I just don't know uh what broker resources options are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Before I transfer you over, um, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and hold on one moment while I get a representative for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm doing good. I have a, um, well, I have a group admin on the line. She says her broker was supposed to enroll one of her employees, but they never did. Um, I asked her if she had like the enrollment packet because I was gonna tell her to send us an email, but she said she does it, she said it was one enrollment packet, but it was for care, somebody and us too. So at that point I wasn't sure what to say.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Mm, that's weird.
[CUSTOMER][NEUTRAL] Yeah, yeah, I don't blame you. I wouldn't either. OK, just need the group number?
[AGENT][NEUTRAL] It's 25717.
[CUSTOMER][NEUTRAL] 17, City of Harmony.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Is that [PII]? Is that who's on the phone? [PII], thank you. I'm glad. I'm glad you said it for me because I just said it wrong. OK, I will take care of her.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I said the same thing at first.
[AGENT][NEUTRAL] I'm like, is it [PII], like [PII]? OK, hold on one second, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. All right. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]