AccountId: 011433970860
ContactId: 93be8d7b-67da-4368-a79d-f100cdc0c8fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585299 ms
Total Talk Time (AGENT): 122979 ms
Total Talk Time (CUSTOMER): 102153 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/93be8d7b-67da-4368-a79d-f100cdc0c8fc_20250422T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, you know,
[CUSTOMER][NEUTRAL] I'm calling because um I'm an employer and uh we.
[CUSTOMER][NEUTRAL] We got with APL through a broker, but um our policy started [PII] and um I have an employee looking to enroll into the gap insurance, but I wanted to, she said she called yesterday and that they told her it would be possible, um, so I, I just wanted to look further into it for her.
[AGENT][NEUTRAL] OK, um, what is the group number?
[CUSTOMER][NEUTRAL] The number is 26867.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what's the address of the group?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, um let me see.
[AGENT][NEUTRAL] OK, and you said you're with the group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Not the broker.
[AGENT][NEUTRAL] Um, I don't show you as a contact on the group.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Who is the contact?
[AGENT][NEUTRAL] I'd have to give the contact information to the contact. Are you in HR or?
[CUSTOMER][NEUTRAL] Yes. I mean, I should be on, on there. Um, I believe maybe you have [PII] as the contact.
[AGENT][NEUTRAL] Yes, um, can she get you added in, in the portal?
[AGENT][POSITIVE] Then I can help.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Give me one second. What how would she have to add me where?
[AGENT][NEUTRAL] Um, so you should be able to, let me see.
[AGENT][NEUTRAL] Uh, let's see, hold on just a second.
[CUSTOMER][NEUTRAL] Would she be able to call and get this employee enrolled?
[AGENT][POSITIVE] Uh, yeah, absolutely. She can give us a call and um on the portal there should be.
[AGENT][NEUTRAL] Uh, let's see manage users is where she would add any users that should have authorization on your group.
[AGENT][POSITIVE] But yes, she can call as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But so the question is, it is still possible for this employee to enroll even though she didn't enroll during enrollment.
[AGENT][NEUTRAL] Oh, OK, yeah, let, let me see what products we offer. So it looks like we're offering, we offer your Medin, um, now typically there has to be some type of qualifying event if they just missed enrolling, did they just miss enrolling?
[AGENT][NEUTRAL] Or what?
[CUSTOMER][NEUTRAL] Um, no, they just didn't enroll at that time.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, um, usually, I mean you have to enroll at the time that it's offered during your open enrollment. Is that usually in December?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't believe, I don't believe you can enroll at any time. Let me see. Uh, can I put you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I didn't want to keep you holding. I, I believe she can't because this is a section 125 policy, but I'm gonna double check for sure. Um, can I give you a call back so you don't have to hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And what, I'm sorry, could you give me your name one more time?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, [PII], and then what is your telephone number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, and then also um just FYI if you'll let [PII] know to get you added in your group portal under manage users she can get you added and then you'll have no issues when you call back if you ever need to help on an employee account.
[CUSTOMER][POSITIVE] OK, great, yeah, I'm having her at me right now, so by the time you call me back it should already be on there.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, awesome. OK, I will find this information out for sure and then I'll call you back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye.