AccountId: 011433970860
ContactId: 8905fcc0-4180-42c2-87ff-e6dbc131e9ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 761309 ms
Total Talk Time (AGENT): 303320 ms
Total Talk Time (CUSTOMER): 238842 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8905fcc0-4180-42c2-87ff-e6dbc131e9ed_20250303T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was on the portal trying to process open enrollment and it's showing the effective date of [PII] instead of [PII].
[AGENT][NEUTRAL] OK alright um can I get your name and your group number please?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and the group number is 21566.
[AGENT][NEUTRAL] OK, Miss [PII], what is your callback number too just in case our call is dropped I we can call you right back.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me go in there and check that real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Miss [PII], um, can you please verify the physical address of the group?
[CUSTOMER][NEUTRAL] Um, yes, one second.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEUTRAL] I have it uh hold on screen.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the group for me. And so let me get this right, you're in the online service center now and you've got a member that you were doing open enrollment for and it has the wrong effective date, is that correct?
[CUSTOMER][NEUTRAL] Yeah, so instead of [PII] it shows it for next year.
[AGENT][POSITIVE] Oh goodness, OK.
[AGENT][NEUTRAL] Alright, so what you'll need to do is if you can send us an email.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With the member's uh information policy number and just a brief let us know that it says uh [PII] and it should say [PII].
[AGENT][POSITIVE] That way we can go in and change that effective date.
[CUSTOMER][NEUTRAL] I mean, I have.
[CUSTOMER][NEUTRAL] Yeah, I haven't I haven't enrolled them yet. Um, I'm trying to process a new enrollment for open enrollment and it's showing the date for next year.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Let me see if I can get somebody to help um with that as far as going in and changing that date. Let me, it'll, I'm gonna have you uh hold for just a second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm gonna try to get somebody to help. Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding for me so.
[AGENT][NEUTRAL] I'm gonna go ahead and transfer you on over to broker resources now so that they can assist you further with that date being wrong, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] All right, sounds good.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I have um Miss [PII] on the phone. She is with group 21566.
[AGENT][NEUTRAL] She's trying to do her open enrollment in the online service center.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And it's defaulting to the year of [PII] and she said that she can't get it to change to [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] First of all, they, they shouldn't be doing open enrollment online they should be submitting it to us, um.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] That could be one of the reasons that um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, the, what is, what?
[AGENT][NEUTRAL] Alright, do you wanna go ahead and talk to her?
[CUSTOMER][NEUTRAL] Well, I'm, um, first of all, what's the name of the group?
[CUSTOMER][NEUTRAL] Or what's the group number again?
[AGENT][NEUTRAL] The name of the group, uh, I'm sorry, the group number is 21566 Golf Maintenance Solutions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, they're supposed to renew.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on a minute.
[CUSTOMER][POSITIVE] It looks like they've already renewed.
[CUSTOMER][NEUTRAL] Sorry, I just have to look all this stuff up just to make sure.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Let me go back and let her know that I'm getting her help and I haven't forgot about her.
[CUSTOMER][NEUTRAL] No, um, uh, there's.
[CUSTOMER][NEUTRAL] The renewal is complete, so there's if it's showing [PII], I can't do anything about changing that date. That's probably just an error, um, and billing would probably because it's the group contact doing it, it would need to go to billing and they can open up a ticket with the OSC.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I need to go ahead and let her speak with group billing.
[CUSTOMER][NEUTRAL] Yeah, um, because if she's trying to change a date to [PII] and it's not letting her, then that we've got an issue with the OSC, that's because they, yeah, their renewals complete and everything, so her doing any enrollment, she shouldn't have any problems, but I would send her the billing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, all right, thank you so much.
[CUSTOMER][POSITIVE] Oh, no problem. Thanks, [PII]. Mhm bye.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.
[AGENT][NEUTRAL] Hi there, Miss [PII], this is [PII].
[AGENT][NEUTRAL] So I just got off the phone with Bro Resources. I just got off the with brokers resources, and they said that I need to go ahead and transfer you on over to group billing, um, to help with that because your renewal process is already completed and there's nothing that they can do to help with changing that date but um that group billing should be able to help you as far as that goes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Wonderful, thank you.
[AGENT][POSITIVE] So, OK, you're welcome. I'm trying to get you help. It'll be just a moment while I transfer you on over. You're welcome.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Thank you for calling APO. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with the care team [PII]. um, I've got Miss [PII] on the phone. She is with group number 21566.
[AGENT][NEUTRAL] She is trying to do their open enrollment on the online service center and the.
[AGENT][NEUTRAL] Date the year is defaulting to the year of [PII], but she needs it to be [PII] and when I talked to [PII] Resources first, they said to transfer on over to group billing because their renewal process is already completed and that you guys need to probably do a OSC request to help her, but I've got her on the other line.
[AGENT][NEUTRAL] And she did verify the group.
[CUSTOMER][NEUTRAL] For open enrollment.
[CUSTOMER][NEUTRAL] We don't have access to the kind of portal that like new business like enrollment services have access to like we can only see their invoices and stuff like the like if she's talking about like an ease file or something like that but like for enrollment we don't billing doesn't do anything with enrollment.
[AGENT][NEUTRAL] OK, so I don't know what to do. Broker resources said transfer to you guys so that you guys could fill out uh.
[AGENT][NEUTRAL] A request for the OSC to to change that date to [PII].
[AGENT][NEUTRAL] I mean [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't know what we, I mean if you wanna transfer you here, but I don't know what we would do because we don't do anything with like the enrollment in OSC like we can't even see what enrollment services can see.
[AGENT][NEUTRAL] But that's why she wanted me to transfer to you guys because the uh renewal process is already completed.
[CUSTOMER][NEUTRAL] OK, but we still can't see any of their enrollment stuff we can only see their invoices, so I'm just letting you know that because it doesn't sound like it's something we could help with because I can only see their invoices.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Um, gosh, what I do.
[CUSTOMER][NEUTRAL] Does enrollment services or new business have a like a quick connect?
[AGENT][NEGATIVE] They don't, uh, it would be customer service.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you wanna transfer her and then if she needs to be transferred again, I'll transfer it because I don't really know. I don't know what we can do, but if I can talk to her maybe get more information and try to see.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. OK. I'm gonna go ahead and do that because she's been waiting for a while, um because she waited through the broker resources too. So I'm gonna go ahead and do that and then um can you IM me and let me know what the final outcome was so if I get a call like this again, I know what to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, you said this is [PII], right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] OK, yeah, [PII], no problem.
[AGENT][NEUTRAL] All right, thanks, [PII]. All right, bye bye.
[CUSTOMER][NEUTRAL] OK.