AccountId: 011433970860
ContactId: 9e155eb4-2920-4ad7-96d8-7ea8cb7e912e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487079 ms
Total Talk Time (AGENT): 128358 ms
Total Talk Time (CUSTOMER): 259806 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/9e155eb4-2920-4ad7-96d8-7ea8cb7e912e_20250520T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] AT.
[CUSTOMER][NEUTRAL] Hi [PII], I'm actually looking for our our um account number but I'm not finding it on the website um but it has our information on I have an employee that is now eligible to have benefits and so um how do I go about getting a form for her to fill out?
[AGENT][NEUTRAL] OK, let me take a look. What's the group number?
[CUSTOMER][NEUTRAL] That's what I'm looking for. It's not, it says my account. It says group contact info, payment account manage users, but it's not showing me, um, our.
[CUSTOMER][NEGATIVE] Our group number, hold on, you know what, that's stupid. I have it on my on my APL card.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] I'm such a good employee here, right? OK, um.
[CUSTOMER][NEUTRAL] I mean I should know we've only had this account for years. OK, our group number is 18093.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Should be under BNB veterinary Services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][POSITIVE] Perfect, thank you. OK, let me see how we.
[CUSTOMER][NEUTRAL] And I'm and I'm [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Alright, let's see how we get so many.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so what do you guys use, [PII], as the enrollment? Do you guys use an enrollment platform or do you use our site?
[CUSTOMER][NEUTRAL] I think I use your site.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean in the past they had to fill out some paperwork. I don't know if that's still.
[AGENT][NEUTRAL] Yeah, that's what I
[CUSTOMER][NEUTRAL] How you're doing it or because she's available I mean available she is eligible for for [PII].
[AGENT][NEUTRAL] OK. So you can do, um, it looks like
[AGENT][NEUTRAL] Enrollment forms it says there's the add change delete function option on the OSB so online let me pull that up and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they may not need the form it looks like there's, looks like there's an ad edit on there now, um.
[CUSTOMER][NEUTRAL] Oh because it yeah it says add employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can just do it from there? I mean, or do I need to wait? She's also gonna be eligible for general, you know, the our, our first, you know, our regular health insurance on [PII] so should I sign her up before [PII] or on [PII]? What do you think is the best way or do I sign her up now to start for [PII]?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So yeah, it looks like you can just put the effective date of [PII] cause it says
[CUSTOMER][NEUTRAL] OK, so I'll do it under add employee?
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, reason for enrollment eligible.
[CUSTOMER][NEUTRAL] Oh, OK, great. Well thank you because that it's because, because on here it just says add employee reason for enrollment effective date. I'll put in her date of birth. What's division division that the nothing came up under that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let's see if you have to put, let me pull up the user guide here and see if you have to put anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So uh it's well she's not a new hire because you know you have to be working full time for 3 months to get insurance. So do I put qualifying event as the reason?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because she's now eligible?
[AGENT][NEUTRAL] That's what I would, yeah, think is qualifying events, yeah.
[CUSTOMER][NEUTRAL] Qualifying event.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's not a job stat I mean because then it says quaal then they're asking what the qualifying event is, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I'm not quite sure because, you know, it's not marriage, birth, divorce, death, job status, unless it's job status changed that she's full time, you know, I don't know, adoption.
[CUSTOMER][NEGATIVE] None of the none of those are the applicable um.
[CUSTOMER][NEUTRAL] Wants to put on.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][POSITIVE] I just wanted to put, you know, finally eligible.
[AGENT][NEUTRAL] Right, right. Um.
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] That's just funny because it says the effective date is [PII]. I'm like, no, the qualifying date would be.
[AGENT][NEUTRAL] The 90 days, yeah, because you guys have a waiting period, right.
[CUSTOMER][NEUTRAL] Yeah, so it's not correct, so she is eligible for [PII].
[CUSTOMER][NEUTRAL] So the effective date is not [PII]. It's, I wanna change that to, you know, June. There's not a let in if I, if I don't get rid of this qualifying, I guess I can say new hire. No date but her maybe I can do that date the date of hire for when she beca when she became full time was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, should I say [PII]? I mean she's been working, but she hadn't been working full, you know, enough full time hours, so I'll say 3, I'll say 31.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Looks the wrong way.
[AGENT][NEUTRAL] Because we have in there the waiting period, obviously, um, for the group.
[CUSTOMER][NEUTRAL] Right, right, yeah, we do too, we do too, you have to wait 3 months, you know, 90 days, yeah, 90 days full time. OK, that I did that when I did 3 1-25 effective date is [PII], so that will work, so that will work, but it doesn't have anything under division, so I'm just gonna leave that blank.
[AGENT][POSITIVE] OK, perfect. OK. OK.
[AGENT][NEUTRAL] Yeah, I wouldn't leave because I don't see anything on the user guide that says anything about that, so you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now do I have to check Medlink or no because it says product selection it's whatever I'm just gonna, I'll just put in her date of birth and and and uh see what happens.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] And do continue and do continue.
[AGENT][NEUTRAL] You would want to click on the products next to the employee profile um it looks like click on the next to the product name if applicable to display the employees coverage.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] So we'll I'll do this and if I have any problems I'll give you a ring back. Thank you so much for your help and uh we'll go from there. Thank you bye bye.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, for sure. You're welcome, [PII].
[AGENT][NEUTRAL] OK. Bye-bye.