AccountId: 011433970860
ContactId: a3f46d54-d359-4ab3-8ae7-1b3bc9bb3861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257428 ms
Total Talk Time (AGENT): 128842 ms
Total Talk Time (CUSTOMER): 175529 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/a3f46d54-d359-4ab3-8ae7-1b3bc9bb3861_20250502T15:44_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII]. I'm calling from a broker's office, American Bank of Oklahoma, on behalf of one of our groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just had an enrollment question if you can help me with that.
[AGENT][NEUTRAL] All right. Do you, do you have the group number?
[CUSTOMER][NEUTRAL] Yeah, I have the I do it's 24542 Wagner County.
[AGENT][NEUTRAL] 24542. I'm sorry, let me get my screen up. I apologize.
[CUSTOMER][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Alright, bring up.
[AGENT][NEUTRAL] Wait not to pop up. Sorry, what's your question?
[CUSTOMER][NEUTRAL] Well, OK, so here's the thing, um.
[CUSTOMER][NEUTRAL] In the past they have done the majority of their own enrollments but they've had some, they've had some issues.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And we've taken that we've taken that over for them because some things have been getting missed. Um, so, but we usually use the portal we try to do ads and terms through that. Um, so I'm on there and they're one of the few groups that have a 90 day wait period. So I'm getting in there and so um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And you know the problem is probably me because I just now know what no I see what I know so I put in date of hire and it's telling me um because this person was hired.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the, yeah, what's the higher date?
[CUSTOMER][NEUTRAL] [PII], yeah, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and it's given me.
[AGENT][NEUTRAL] And they
[AGENT][NEUTRAL] At the [PII] day. OK, so that's [PII], so you're just past the 90 days, so it's not gonna let you. So with the effective date be [PII]?
[CUSTOMER][NEUTRAL] It should be [PII] actually. I mean it rarely comes up 51 yeah it's telling me date entered is outside the.
[AGENT][NEUTRAL] OK. It's because you're
[AGENT][NEUTRAL] It's because you're past 51.
[AGENT][NEUTRAL] It's because you're outside. If you go past the effective date, like the day of or forward, it will not let you add it if you're past the actual effective date.
[CUSTOMER][NEUTRAL] Oh, because I'm
[CUSTOMER][NEUTRAL] Oh, because it's.
[CUSTOMER][NEUTRAL] I'm past OK because it says I'm outside the effective date window I see because it's telling me that OK yeah because they gave us the paperwork late so um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, yeah, that happens. So on that, we'll have to add that for you. Yeah.
[CUSTOMER][NEUTRAL] OK, so that's what I wanted to make sure of.
[CUSTOMER][NEUTRAL] OK, I can send it in on the spreadsheet. I was just making sure I wanted to know what the since we've taken this over like if something was going on and then also.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Yeah. Mhm.
[CUSTOMER][NEUTRAL] On the product selection it has two boxes, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do for it just says Medlink and Medlink do both of those need to be checked?
[AGENT][NEUTRAL] No, I don't think so. Is it?
[CUSTOMER][NEUTRAL] Because there's nothing beside it.
[AGENT][NEUTRAL] I don't think it doesn't matter because we know what plan they have so we're gonna put them up on whatever plan the group has, yeah, so just [PII] and yeah.
[CUSTOMER][NEUTRAL] I know that
[CUSTOMER][NEUTRAL] You do, OK.
[CUSTOMER][NEGATIVE] I just don't wanna because I don't wanna mess anything up going forward because I don't want to take it over for them and then us mess things up.
[AGENT][NEUTRAL] Right, right, right. Um, does it say, does it just say [PII]? Does it, does it say anything different next to it?
[CUSTOMER][NEUTRAL] OK, because they don't have a division.
[CUSTOMER][NEUTRAL] It just says yeah you it doesn't say anything different but most of our groups just have one box so I thought yeah there's nothing else beside it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, maybe that's, I don't know. I wouldn't wear it, yeah. Mhm.
[CUSTOMER][NEUTRAL] Because I know that they changed, they changed from one to another uh they went to a different.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Went to a different plan [PII], yeah, so that's what we, let's see, I mean just look at her and see what's in here because that's what we'll enroll them on is whatever the group signed up for. Let me just, oh goodness, my screen's being silly. um, yes, they went to a $3000 plan, right? Is that correct?
[CUSTOMER][NEUTRAL] [PII], yep, yep, yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, yeah, so that's what we'll put him under.
[AGENT][NEUTRAL] The new plans after that.
[CUSTOMER][NEUTRAL] OK all right I'll just I'll just update the spreadsheet and and send that in, but I just want to make sure what what the error message for future.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, that everybody, that throws people off. It threw me off too one day when I was going out there and I didn't realize it. So somebody said if you're past the effective date, I won't let you do anything.
[CUSTOMER][POSITIVE] OK, yeah, I, and I've never I've never seen that happen before so hey, good to know so I appreciate your help.
[AGENT][POSITIVE] Yeah. Yes, for sure. You're most welcome. You have a great day. Thanks for calling PL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too alrighty bye bye.
[AGENT][POSITIVE] Thanks bye bye.