AccountId: 011433970860
ContactId: 86e3aca8-9fcb-4c3a-9c79-6b08709bfa81
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 622440 ms
Total Talk Time (AGENT): 280587 ms
Total Talk Time (CUSTOMER): 298497 ms
Interruptions: 5
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/86e3aca8-9fcb-4c3a-9c79-6b08709bfa81_20250610T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and.
[CUSTOMER][NEGATIVE] I have a problem with our group account.
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that group number, please?
[CUSTOMER][NEUTRAL] It is 22469.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me one moment.
[AGENT][NEUTRAL] And verify the name of the group, the mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Coral Leasing Inc [PII] and I Parts Center [PII].
[AGENT][NEUTRAL] OK and the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, thank you, Ms. [PII]. Well, with our online service and it has been updated, so you will have to create a new account.
[CUSTOMER][NEUTRAL] OK, and I did.
[AGENT][NEUTRAL] OK, and it's still giving you an error message?
[CUSTOMER][NEUTRAL] Well my problem is this we we just went through open enrollment and so our new.
[CUSTOMER][NEUTRAL] Uh, after enrollment was [PII], but I turned in to our broker a new employee list of everyone we want to have on the account, and when I log in to see it, we have one employee that's still not listed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Uh, you may need to send an email to our care team to have that person added. Um, email address is [PII], and I saw on the new site they have it to where you're gonna have a member added.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not sure, give me one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, and let me tell you maybe a little backstory would be good. So when we went through open enrollment last year in [PII], I sent to our broker all the employee names for the census and we have one employee that got left off. It was an accident and so when I went to print her her card so that she could actually use it because she had a an accident um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I realized I thought that we had been paying for her and we hadn't because somehow she got dropped off the policy so.
[CUSTOMER][NEUTRAL] Someone at your place said well you can always pay all those back premiums and then we could pay out her claim if if you wanna do it that way and I said no so uh she's, which makes I mean it makes sense to me to not pay for it if it's about the same to why catch up those back premiums only to have you guys pay you know her claim when um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] We were just gonna.
[CUSTOMER][NEGATIVE] Uh, add her when I during open enrollment, but when I log in, you know, and she's still not there and I don't want whenever you know you sign up a new employee, it says what is the higher date and all of this? I don't want it to say oh you have to pay all those back premiums because she she's been there forever.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] If that makes sense, so that's why I'm having a trouble with all this.
[AGENT][POSITIVE] OK, yes ma'am, I would say that definitely send an email to our care team and they'll send that to the appropriate department and have them added.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am and uh person in that department will respond to the email. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, and you
[CUSTOMER][NEUTRAL] OK, oh, that's OK, um, you said the email is [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, uh, would you also be, and you may not be the right department for this, would you be able to tell me based on what our policy, all of the details of that, can you tell me like how much it would pay.
[CUSTOMER][NEUTRAL] If if we did file a claim, if like one of our employees filed a claim.
[CUSTOMER][NEUTRAL] Can you tell me anything like that or would I need to speak to someone else?
[AGENT][NEUTRAL] I won't be able to necessarily give information as far as how much will be covered, but I can verify as far as what the benefits are.
[AGENT][NEUTRAL] If it's inpatient or outpatient because it looks like y'all set up with the Metlink plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I can verify how that policy works and as far as um
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me pull no, that's not the screen I wanna go to.
[AGENT][NEUTRAL] No, that's
[CUSTOMER][NEGATIVE] And I gotta say your website was so much better before you guys went to this prettier website.
[AGENT][POSITIVE] Prettier one
[CUSTOMER][NEGATIVE] This thing is so ridiculous.
[AGENT][POSITIVE] Yeah, this feedback I've been hearing, but uh I'm, I'm hoping they, it looks wonderful, yeah.
[CUSTOMER][MIXED] I mean it looks great but it's just not very user friendly anymore, yeah.
[AGENT][NEUTRAL] See, no.
[AGENT][NEUTRAL] 22469. OK, give me a moment I'm just gonna pick a person.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Well, with the secondary policy, the way it works is it helps with the primary insurance deductible, co-pay or co-insurance for services outpatient or in hospitals, um, outpatient band ER, urgent care, ambulatory surgery center, MRI imaging center, and it does look like it has a writer as far as cancer treatment or lab and an independent lab facilities covered under outpatient.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Not a guarantee of go ahead I'm sorry.
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Oh, so this year we also updated it to also have a writer for the office visits, but you're not showing that that's happened yet?
[AGENT][NEUTRAL] I'm not showing it, no, ma'am.
[CUSTOMER][NEUTRAL] How do we verify that our broker did everything right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That I'm not sure I can transfer you over to broker resources.
[AGENT][POSITIVE] And they'll be able to assist you.
[CUSTOMER][NEUTRAL] I mean, I, I guess I just don't know if there's a problem on why we haven't had the person that I added, you know, that was on the census why she hasn't been added to this and why the office writer hasn't or do I just wait because I've tried to pull up a statement to pay for the June or for the, you know, since we've changed and there's no statement available I'm wondering if.
[CUSTOMER][NEUTRAL] If there's, it says something on the Q&A on the website that wait a month and then it should be available maybe all the changes will be available after that statement is.
[CUSTOMER][NEUTRAL] Generated?
[AGENT][NEUTRAL] That I am not sure. I'm so sorry, but um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's something that I'm thinking that broker resources can assist you with because I'm not sure but um yes ma'am hold on one moment Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Mm thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, uh, this is [PII]. How are you doing in care team?
[CUSTOMER][POSITIVE] Good, good, how are you?
[AGENT][NEUTRAL] I'm good. I just, this week is going so slow, I guess cause I'm taking off next week, but, you know, yeah.
[CUSTOMER][NEGATIVE] Yeah, anxious to be off. I get it.
[AGENT][NEUTRAL] Yeah, I bought a bunch of books this week uh last weekend. I was like, oh, I can have a whole week to try to read them, but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh awesome.
[AGENT][NEUTRAL] But I have Ms. [PII]. She's a group admin on our, uh, this group, and she has a question in regards to, she said that she had sent a census for uh their group to the broker and there's one person that was not added on to the group and she wants to know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Who
[CUSTOMER][NEUTRAL] Oh, OK, how to get them added on. Mhm. Oh right.
[AGENT][NEUTRAL] I told her she can send an email, but she's also saying, well, who is um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] If it's an error on the broker's part or what, but I was just trying to tell her she can just send an email, but she.
[CUSTOMER][NEGATIVE] Gotcha, gotcha.
[AGENT][NEUTRAL] She is set up on the online service.
[CUSTOMER][NEUTRAL] She wants to know where the error happened. OK. Oh, she is set up on OSC, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what she said uh that she was able to sign on the OSC and I also told her that she can go from on that site and add um.
[AGENT][NEUTRAL] An employee, but she's still kind of apprehensive because she said it happened uh last year and she was told, and also she said there was a benefit that was supposed to be added as far as the office rider and I didn't, I pulled up one of the employee's policy. I didn't see it, but she's saying that it was supposed to be added and she was told.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Wait a month before and it may show up in there so it's like I don't know.
[CUSTOMER][NEUTRAL] OK, what's the group number? That sounds crazy, but we'll figure it out.
[AGENT][NEUTRAL] 22469, right? 22469.
[CUSTOMER][NEUTRAL] Let me pull that up. Give me just a 2nd. 2249, Coral Leasing Incorporated.
[AGENT][NEUTRAL] It's like she's asking me a bunch of questions. I don't know the answer. Yes.
[CUSTOMER][NEUTRAL] You're like, OK, yeah, I'll take it. I'll see if I can figure it out. What's your callback number?
[AGENT][NEUTRAL] Um, that is [PII].
[CUSTOMER][NEUTRAL] Is it the one on the screen?
[AGENT][NEUTRAL] It is, yes, uh, that's the number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got it. I got it right now. OK, perfect. Well, I'll see if I can figure it out. Thank you so much. Have a good day. You too.
[AGENT][POSITIVE] Thank you, ma'am. You rock.
[AGENT][POSITIVE] Have a great, you too. Bye.
[CUSTOMER][NEUTRAL] Mhm.