AccountId: 011433970860
ContactId: 7446d349-4f94-4a51-a503-2d89fb1b8361
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367000 ms
Total Talk Time (AGENT): 113148 ms
Total Talk Time (CUSTOMER): 101712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/7446d349-4f94-4a51-a503-2d89fb1b8361_20250421T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you, [PII]? My name is [PII]. Um, I'm not a customer currently with you, but, um, I was just interested in getting some more information. So, um, currently, um, I do have uh health insurance coverage through my employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your company provides gap insurance through my employer as well. It wasn't something that I opted into when we did our open enrollment, but um I was told to contact you guys directly to see if that's something I could do after the fact.
[AGENT][NEUTRAL] Who is your employer? Do you have the group number or the name of them?
[CUSTOMER][POSITIVE] Yeah, for sure I can get the let me see if I can pull up the this number for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I pulled up United and I pulled up my United flight app, not my United Healthcare app. Sorry.
[CUSTOMER][NEUTRAL] Getting all done.
[CUSTOMER][NEUTRAL] Can I assume that it was essentially just be like on my ID card, right?
[AGENT][NEUTRAL] Yeah, it should um who's the employer? What's the name of the employer?
[CUSTOMER][NEUTRAL] Oh, I actually have the group number. I just found it, but it's um which one would you prefer?
[AGENT][NEUTRAL] Go ahead with the group number. I'll try that first.
[CUSTOMER][NEUTRAL] 172.
[CUSTOMER][NEUTRAL] 1891.
[AGENT][NEUTRAL] OK, yeah, what's the name of the employer?
[CUSTOMER][NEUTRAL] Um, [PII] 1212 LLC would be the employer name.
[AGENT][NEUTRAL] OK, let me try that because that's not the group number we have assigned to them it looks like.
[CUSTOMER][NEUTRAL] We have um different locations and each location is its own entity so that might be why.
[AGENT][NEUTRAL] OK, [PII], so I found the employer. Let me see if I can find any information about.
[AGENT][NEUTRAL] Enrollment here.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I feel like generally the enrollment learn is gonna go through the employer um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's interesting that they would have you call us to see if we can enroll you because it would.
[CUSTOMER][NEUTRAL] Well, no, my question is, is there a way for me to do it separately from my employer?
[AGENT][NEUTRAL] No, there's not.
[CUSTOMER][NEUTRAL] OK, so what are my options?
[AGENT][NEUTRAL] So you would have to go back to your employer and see if they can still do a late enrollment. We only sell insurance to groups and employers, so the employer themselves would have to do the enrollment for you. Uh, I don't know if that's something that they would be able to do since the enrollment's already closed, but it would have to come from them directly.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so would they do the same process as contacting you guys like I just did and then go through the group prompts instead of the individual prompts I assume.
[AGENT][NEUTRAL] Yeah, so I mean we have.
[CUSTOMER][NEUTRAL] Or how would that work just so I know what how to communicate it.
[AGENT][NEUTRAL] We have a process as far as adding new employees and they would just reach out to that department and give us your information um and then we could enroll you with that effective date um as far as cost and all of that, your employer should be able to provide you the plans that we offer your group and what the cost of that would be. It should, it's always any time through, you know, an employer it's payroll deducted from your check, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, for sure, OK.
[CUSTOMER][POSITIVE] Perfect, thank you for that information it's very helpful.
[AGENT][NEUTRAL] Yeah, not a problem, [PII]. Anything else?
[CUSTOMER][POSITIVE] Um, no, that's it, thank you.
[AGENT][POSITIVE] All right. Have a good day. You're welcome.