AccountId: 011433970860
ContactId: a12e25b9-0d70-4c6a-8fe8-e93b5dfabe2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 556849 ms
Total Talk Time (AGENT): 204868 ms
Total Talk Time (CUSTOMER): 166657 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a12e25b9-0d70-4c6a-8fe8-e93b5dfabe2f_20250318T18:27_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] I carrier um.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I need some help with the group we have called FAT.
[AGENT][NEUTRAL] Alright, let me pull up this just one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, Dell, and what agency are you with?
[CUSTOMER][NEUTRAL] Um, well, this is under either visor or Blue Chip Consortium.
[AGENT][NEUTRAL] OK, and do you have the group number that you're calling in regards to?
[CUSTOMER][NEUTRAL] Uh, most of the time I would have that ready, but this happens to be one of those times.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That happens from that, no problem. Hang on just a second, let me.
[CUSTOMER][NEUTRAL] Hang on, let me get into, let me get into the agency agency block real quick.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] What's the, what did you say the name? What do you say the name of the employer is?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It's facts, family and community training.
[AGENT][NEUTRAL] Are you saying facts or facts?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK I see
[CUSTOMER][NEUTRAL] Hang on one second, I'll get in. I'll get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Family and community training and that policy number is.
[CUSTOMER][NEUTRAL] 20939
[AGENT][NEUTRAL] 20939. OK, just a second.
[CUSTOMER][NEUTRAL] Oh, you know what, that's the uh gap plan which we canceled, um, 546-638.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 546-638.
[AGENT][NEUTRAL] Is it with family advocacy community training?
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] OK, all right, so all the products should be underneath that group because that's, you said 56638. That's too many. Let me try that. Let me see.
[AGENT][NEUTRAL] Let's see 546638.
[AGENT][NEUTRAL] Yeah, that doesn't pull anything up, so it must be the 209%. What's your question? Sorry.
[CUSTOMER][NEUTRAL] Well, my question has to do with we just did, we did an enrollment in November.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we did it through Employee Navigator.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I understand that you all may not have received that enrollment.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] So I need to I need to get it to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looking to see if we have anything on here. It doesn't look like it, so, OK, um, yeah, so if you, so you have the enrollment file that needs to come over, let me see what you need to send that to. Give me just a second.
[CUSTOMER][POSITIVE] Well, I'm actually calling to find out what's the best way to send you the information so that I can get it all at once and give it to you guys.
[AGENT][NEUTRAL] Is it the actual file feed or you just the information to set it up?
[CUSTOMER][NEUTRAL] Well, I mean, I, I, I would say that probably the best I could do would be a spreadsheet. I don't think it would be a file feed.
[AGENT][NEUTRAL] OK, so go ahead and just send that to [PII] [PII] [PII] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII] [PII], yeah, yeah, just send it to that address and we'll get it over to the enrollment team.
[CUSTOMER][NEUTRAL] Yeah, it's a a in public, right?
[CUSTOMER][NEUTRAL] OK, so do we need any or can we do all of this via census, or do we have to, do we have to get any enrollment forms?
[AGENT][NEUTRAL] Um, if you've got everything filled out on the spreadsheet that has everything like your name, date of birth, social security number, hire date, all that, if that's all on that spreadsheet, then we can use that.
[CUSTOMER][NEUTRAL] OK, so there's no health questions or anything like that?
[AGENT][NEUTRAL] Um, is this for a [PII] year, is it, no, I don't think, no, there's no health questions. I don't believe you just fill out that deal and then we'll enroll it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you confirm that for me?
[AGENT][NEUTRAL] Which product is it for?
[CUSTOMER][NEUTRAL] Uh, well, we have a whole litany of products, so we have accident, cancer, hospital indemnity, STD.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And some life and some life insurance.
[AGENT][NEUTRAL] Let me look at our
[AGENT][NEUTRAL] Let me look at our, OK, let me look at our census form. Hang on, because it has all the questions on there. Is that a census form that we sent you guys or is that just one that you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, go, go ahead and send me, send me what you want so that I can get it because I can get anything out of Employee navigator. I just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, hang on just a second.
[AGENT][NEUTRAL] Making sure well of course I don't have access to it right off the talks I guess figure where to save that OK um.
[AGENT][NEUTRAL] Let me ask a question to the group about health questions. Hang on just one second.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry for holding. Everybody is on another everybody's on the phone. So I pulled up our census sheet that we have. It's an enrollment form, and it has all of our products on here. Let's see meddling, possible indemnity, accident, critical illness, um, disability, cancer, everything. So I don't see any health questions on this particular spreadsheet other than just asking us on the critical illness if it's nicotine type stuff. So that's the only thing I see on here. So if you want I can send you the spreadsheet.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, and then you can look to see if that matches up. What email address do you want me to send that to you?
[CUSTOMER][POSITIVE] That'd be wonderful.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] [PII], would you say [PII]?
[CUSTOMER][POSITIVE] [PII], mhm.
[AGENT][NEUTRAL] [PII]. OK, and it's [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll send that to you here in just a second. And was there, what else can I help you with?
[CUSTOMER][NEUTRAL] And, and, uh, just to, just to let you know, I mean you fade in and out pretty severely it's hard to, it's hard to catch every word, so.
[AGENT][NEUTRAL] OK, sorry. I'm probably moving too much. I apologize.
[CUSTOMER][NEUTRAL] Yeah, well, we're all we're all animated, um, OK, so, so I'll get that done and get that off to you now they've been collecting premium and the current invoice doesn't reflect the changes that we had.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you want them to remit before? Do you want them to wait until it all gets added and then.
[AGENT][NEUTRAL] I mean if they have, so if they have a bill they can mark through um and put a note on there if there's somebody that's termed that they're not sending payment on otherwise they can send it and then when we go in.
[AGENT][NEUTRAL] Match everything up if there's anything that should be refunded, we would refund it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So either way it's fine.
[CUSTOMER][NEUTRAL] Alright, we'll do that. OK, please send me the census, and then I'll take a look at it. If I have any questions I'll just call you guys back.
[AGENT][POSITIVE] Sounds great. Yeah. Anything else? All right, have a great day. All right, so have a great day. Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] All right, thank you. No, that's it. Mhm, bye.