AccountId: 011433970860
ContactId: 77191205-7eab-4ccd-86fd-b001464cc1b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345079 ms
Total Talk Time (AGENT): 98588 ms
Total Talk Time (CUSTOMER): 96683 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/77191205-7eab-4ccd-86fd-b001464cc1b6_20250417T14:09_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi um sorry I was speaking to another rep but I think we got disconnected, um.
[AGENT][NEUTRAL] I think, OK, I think that was me. Sorry, it was 27051.
[CUSTOMER][NEUTRAL] Yeah, 27051.
[AGENT][NEUTRAL] OK, let's see, um, and the name of the group?
[CUSTOMER][NEUTRAL] Broward Oaks, nursing and rehabilitation.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII]. I work for the brokerage office.
[AGENT][NEUTRAL] OK, give me one second, let me look at another screen.
[AGENT][NEUTRAL] OK, looks like I do have it pulled up and just so I can get past one more screen, um, what was the name of that broker office that you were with?
[CUSTOMER][NEUTRAL] Pearl Benefits group.
[AGENT][NEUTRAL] Um, OK, yes, it looks like this group, um, is effective for 12025, um, for mega 9.
[CUSTOMER][NEUTRAL] Effective for one. OK. So, they're active, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, yeah, um, we were just trying to figure out um exactly what was going on we got an email saying.
[CUSTOMER][NEGATIVE] That um someone contacted APL regarding an appointment and they advised him that he does not have coverage and Bard Oaks does not have coverage.
[AGENT][NEUTRAL] Did he call yesterday? Because it looks like they're still putting all the people in, so it's probably cause it's in the midst of being set up.
[CUSTOMER][NEUTRAL] Oh, so they're still adding people.
[AGENT][NEUTRAL] Right, so what'll happen is they'll just backdate them all to 401 um when they fully have all the people listed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, would you be able to check if, um, if this particular employee is active or not?
[AGENT][NEUTRAL] Yes, let me see.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] [PII], it's [PII], uh last name [PII]
[AGENT][NEUTRAL] So, yes, yes, I do see, see there's quite a bit on almost 51.
[AGENT][NEUTRAL] Um, so they're just now getting enroll in these.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So maybe by like tomorrow or Monday.
[CUSTOMER][NEUTRAL] Oh, he's not in?
[AGENT][NEGATIVE] No, but once again, once it gets put in, it will be backdated to 4 months.
[CUSTOMER][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] OK, so maybe by tomorrow I just wanna give him an update and let him know everything's OK they're just still mhm.
[AGENT][POSITIVE] Yeah, just tell him that we're still, just tell him everything is OK. He's gonna get, you know, coverage is still gonna be effective for one, we're just getting it all set up in the system wise.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then anything well, within APL's range that he has to pay for now he could just submit a claim in the uh later on.
[AGENT][NEUTRAL] OK, so he would just like maybe wait till maybe Monday or Tuesday, um, and then do that and they can, they're just gonna backdate it.
[AGENT][NEUTRAL] From the effective date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, OK, not a problem I'll go ahead and let them know now thank you very much.
[AGENT][POSITIVE] All right, thanks a lot.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Thank you, do you have a reference number by chance?
[AGENT][NEUTRAL] And then.
[AGENT][NEGATIVE] Not even sure what that even means, so I would say no.
[CUSTOMER][POSITIVE] Oh, no, don't even worry about it. It's OK. Thank you very much for your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright thanks a lot have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.