AccountId: 011433970860
ContactId: 79590d42-928a-4e23-8821-509085e7da8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464239 ms
Total Talk Time (AGENT): 222309 ms
Total Talk Time (CUSTOMER): 239032 ms
Interruptions: 10
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/79590d42-928a-4e23-8821-509085e7da8c_20250325T21:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], this is [PII]. I'm so glad you answered the phone, um.
[AGENT][NEUTRAL] Hi, [PII]. How are you?
[CUSTOMER][POSITIVE] You're always so helpful. Good, good. I don't even know if you can help me with this, but I'm sorry I'm so glad I'm starting with you. Let me give you this group number. Are you ready? It's 20939 for family advocacy community training.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, go ahead, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've been.
[AGENT][NEUTRAL] That sounds familiar.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] I think there was something going on with this group, um, because they keep questioning me about the billing and there's 4 people that they're sending an email to me on asking me if I can confirm if the employees are still in processing for being enrolled in their STD plan, their short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I can take a look. Let me see. Hold on just a second. Let me pull up a separate screen and yeah, this sounds familiar because this is one of my groups, so oh crap, I just hit my hands.
[CUSTOMER][NEUTRAL] So, I don't. OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] I was trying to, I had my leg up under my other leg and I was trying to pull my leg out. My pants got caught and I just knocked my hand off. All right, let's see.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK, what are their names?
[CUSTOMER][NEUTRAL] So [PII], it's [PII]
[CUSTOMER][NEUTRAL] That's 4 and that's the first one.
[AGENT][NEUTRAL] You said [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I don't even know if we got an app on her.
[AGENT][NEUTRAL] Yeah, I don't see, let me check.
[AGENT][NEUTRAL] OK, she is embossed, so she was issued on the [PII].
[CUSTOMER][NEUTRAL] And locked, OK.
[AGENT][NEUTRAL] Electronically it looks like maybe uh yes.
[CUSTOMER][NEUTRAL] For the disability?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, who's the other one?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, the other one is [PII]
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, she is also involved. Yes, and let me guess, the other ones are [PII] and [PII].
[CUSTOMER][NEUTRAL] Oh, I see it now. OK, so she's out there too.
[CUSTOMER][NEUTRAL] OK, so I see it now, and [PII].
[CUSTOMER][NEUTRAL] [PII], no, [PII], so I don't see her. It's [PII]. I know, I right, that would have been awesome.
[AGENT][NEUTRAL] Darn, we couldn't get that lucky, could we?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So, yeah, [PII] was she active. I wonder if she's active.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I don't see her under there either. Let me check under pending. No.
[CUSTOMER][NEUTRAL] Yeah, and just she has accidents.
[CUSTOMER][NEUTRAL] OK, yeah, the only thing I see she's enrolled in is the act the A3.
[CUSTOMER][NEUTRAL] No, OK, so we have [PII], we have everybody but [PII].
[CUSTOMER][NEUTRAL] What it looks like.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] All these are uh disability enrollments.
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK. Yeah, I don't see one for [PII]. I only see, she has the A3 and the hospital indemnity, but that's all I see for her.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me check and see if there might be a hub request to issue her. Hold on just a second.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Let's check one more thing. Alright, this was group 20939.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, there is something in progress for that group number.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Enrollment services came back and said they could not issue A3 or CPA 2200 that the group has off a census. We need paper applications and medical questions. Well, that's a 3. That's not the.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I talked, yeah, I talked to her yesterday about that. That was the other issue that came up yesterday cause I guess she's been out on maternity leave, this lady that I'm talking, [PII]. And so [PII] is Hill is um he contacted me the other day and I sent a census sheet for everything, not realizing we need applications for the accident and the disability after I confirmed with somebody that could do it on my team, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, so I told her yesterday that we needed the application for any disability or accident enrollment, and so she's like, OK, so she's, I think she's just trying to figure out who she needs to get an app on and who she doesn't need to, um, so we have these three, so I guess [PII], we don't have anything on her just yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, and I looked at the census that you put on there, um, and actually based on the census, [PII] is only supposed to be signed up for cancer. She's not even listed on the census under hospital indemnity.
[CUSTOMER][NEUTRAL] [PII] offer just for disability, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, on that.
[CUSTOMER][NEUTRAL] But so we currently have her have it, so she currently had, did you say she currently has acci[PII], right?
[AGENT][NEUTRAL] Yes, and she's, she's had that since [PII], but based off the census, the only thing she's enrolled in is cancer.
[CUSTOMER][NEUTRAL] Mhm, right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so he [PII]ut her under the cancer do we need an app for that too?
[AGENT][NEUTRAL] The cancer or?
[CUSTOMER][NEUTRAL] Or do we enroll them off of the census for cancer, for cancer? Do we enroll them on cancer off of the census, or do we need an app on that too? OK, OK.
[AGENT][NEUTRAL] Uh, well,
[AGENT][NEUTRAL] No, we, we did not enroll her based off that, um, because she's had these policies since [PII].
[CUSTOMER][NEUTRAL] Uh, even the cancer?
[AGENT][NEUTRAL] Yeah, both of them have been active since [PII].
[CUSTOMER][NEUTRAL] OK, OK, OK, so all that's been active, so we don't have anything for disability to enroll on disability.
[AGENT][NEUTRAL] Wait, I'm lying, [PII]. I'm sorry. She doesn't have cancer coverage right now. She has accidents. She has the A3 and the hospital indemnity. Based on this, um, census, they're adding cancer, but I don't see the disability, so we do need the cancer application for her and I guess the disability if they're enrolling in that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will let her know. OK, cool. And the other three are in the um in the process of being activated, right? And is that what Mbos means?
[AGENT][NEUTRAL] So embossed is that it's um it's been created, the policy is active um but we are waiting for um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like any ID cards or policy certificates to upload to OnBase and then once that uploads the status will change to active.
[CUSTOMER][NEUTRAL] OK, so in other words, it's being issued. OK.
[CUSTOMER][POSITIVE] OK, so we're still going through the process of the enrollment, so, OK, that makes sense. OK, alright, well that is what I needed. See again so helpful. I got the right person. I appreciate all of that and I will give her this information and I hope you have a fabulous rest of your day.
[AGENT][NEUTRAL] Yes. Mhm. Mhm.
[AGENT][POSITIVE] You too. Thank you so much.
[CUSTOMER][POSITIVE] Thank you, bye, memory.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.