AccountId: 011433970860
ContactId: 83496c59-ab89-4f5e-b4ac-163ad8136b08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262709 ms
Total Talk Time (AGENT): 127377 ms
Total Talk Time (CUSTOMER): 99878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/83496c59-ab89-4f5e-b4ac-163ad8136b08_20250306T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII] from Care team. I have a group admin calling, um, because an insured wasn't on the invoice for February nor March, and she's saying that, uh, insured is supposed to be effective [PII], but in the system is showing she was, she's not gonna be effective till [PII] so she's.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Needed some assistance with that.
[AGENT][NEUTRAL] All right, um, what is the group number?
[CUSTOMER][NEUTRAL] 26,400
[AGENT][NEUTRAL] And does she happen to have the policy number or no?
[CUSTOMER][NEUTRAL] Oh, I have the, uh, the insurance policy number when you're ready.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] 259-542-2
[AGENT][NEUTRAL] OK. Is it Holly Coyo?
[CUSTOMER][NEUTRAL] Yes, corn, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I got it.
[CUSTOMER][POSITIVE] Awesome. Thank you, madam, and her name is [PII].
[AGENT][NEUTRAL] [PII], all right.
[CUSTOMER][POSITIVE] Alright, thank you so much Miss [PII], have a great one.
[AGENT][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Hello, good morning, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, I was just advised that um we have an insured who was enrolled with the wrong effective date. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I see that this, uh, let's see really quick here.
[AGENT][NEUTRAL] The application was probably processed by the group and we don't have any information um for the enrollment. Um, we would be requesting a um written notification that we need to change this um.
[AGENT][NEUTRAL] Effective date instead of being [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, OK, so let me ask you this, so I, I guess for us the bigger issue is the fact that we've taken one of the payments out of her check. Now we can turn around and cut her check and reimburse her. Um, we do, we're, we're in the middle of our open enrollment so our insurance with her included is all everybody's gonna start over on 401 anyway, so it'd be easier just to cut our losses and just cross our fingers that nothing happens and she needs it or.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like what you know what, what, what is, what is your best suggestion?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We can definitely um change the effective date. It's just that we request a written notification for it because we can't make the change just over the phone. um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, that's the only kind of, um, let's say requirement that we need, but other than that, we, we are totally fine with correcting that uh date for her.
[CUSTOMER][NEUTRAL] OK, um, so then where and where do I send that to certain email address or anything?
[AGENT][POSITIVE] Mhm, yes, um, that will be care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and outside of her name, the date, and is there any other information that needs to be on the letter?
[AGENT][NEUTRAL] Um, it can be, you can refer the policy number and um sometimes we do request kind of like to know that her major medical, um, is starting that same date. If you have any copy or message that it is starting in February, um, we, we will take that.
[CUSTOMER][NEUTRAL] Even if her medicals through a different company?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK, OK, alright, well I will um talk and see what we wanna do, OK?
[AGENT][POSITIVE] Mhm. All right. Thank you very much.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Good bye.