AccountId: 011433970860
ContactId: aaddc4a3-9c20-4332-bcaa-6a8d6c1c8602
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527989 ms
Total Talk Time (AGENT): 228301 ms
Total Talk Time (CUSTOMER): 138062 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/aaddc4a3-9c20-4332-bcaa-6a8d6c1c8602_20250620T19:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yeah, um, yeah, I'm a broker with you guys. I called about a week ago, um, this group's not coming over to me and I'm logged in and I still don't see it being tied over to me and I thought I I called in a couple days ago and you guys said it was taken care of, but now that I'm on a computer.
[AGENT][NEUTRAL] Oh, sure. I'm
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] And um who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] [PII], what group are you um showing that you should be the AOR on? What do you have a group number for me?
[CUSTOMER][NEUTRAL] 2121574.
[AGENT][NEUTRAL] 21574.
[AGENT][NEUTRAL] Well, I do see that you are the AOR for LA Pharmaceuticals. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Um, let me see if they've completed the commission piece.
[CUSTOMER][NEGATIVE] I'm trying to, I mean, I'm logged into my dashboard and it says active group 0.
[AGENT][NEUTRAL] OK, now are you um in your broker portal or are you in your agency? If you're in your agency, you probably won't see the groups. You'll have to.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEGATIVE] I'm in my broke, yeah.
[AGENT][NEUTRAL] OK, you are in your broker?
[CUSTOMER][NEUTRAL] I'm in my broker one, yeah, yeah, they told me the agency ones, you know, they're trying to just to do everything all tied into one and you know.
[AGENT][NEUTRAL] OK, let me, let me check on that for you.
[CUSTOMER][NEUTRAL] And I also have that group 21574 they're trying to log in. They're also trying to create an account with this new APL stuff and they're saying it doesn't go through. Can you, can you tell me what email they, they that they um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, email, uh.
[CUSTOMER][NEUTRAL] Are using but I guess.
[AGENT][NEUTRAL] The group, um,
[AGENT][NEUTRAL] Contact is [PII], so she should be the one who is starting the account for the group and the email that's attached is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so let me get that. Let me text the [PII] at what?
[AGENT][NEUTRAL] It's [PII], which is [PII].
[CUSTOMER][NEUTRAL] One second, uh.
[CUSTOMER][NEUTRAL] Oh yeah, Pharma. US, right?
[AGENT][NEUTRAL] Uh-huh. That's what we have on file.
[CUSTOMER][NEGATIVE] So they're they're trying that and it's not going through.
[AGENT][POSITIVE] My suggestion on groups is um sometimes it asks for additional information like city, state, you know, things like that. If you'll tell the group to not put anything in those fields other than what is required, it they'll have a better chance at success.
[AGENT][MIXED] Unfortunately, I know that sounds kind of funny to say that, but just if they'll put in only the required information.
[AGENT][NEUTRAL] And let me get back to looking at your account.
[CUSTOMER][POSITIVE] OK, yeah that works for them.
[AGENT][NEUTRAL] OK. I thought that might. So what I'm checking on yours right now. Um.
[AGENT][POSITIVE] OK, it looks like you've set up your agency account, but you haven't set up, set up your broker account, but I can do, I can work a little bit of magic on my end and link them together so that you'll see your groups. So if you'll give me just a second here, um, I will get that.
[CUSTOMER][POSITIVE] OK, sure, take your time.
[AGENT][NEUTRAL] Taking care of.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you might give it just a few minutes and then refresh and you should be able to see your, your group.
[CUSTOMER][NEUTRAL] OK, OK, um.
[AGENT][NEUTRAL] But if you, if you have any further problems you can give us a call back but I linked them so that you only have to log into this one account and you should be able to see everything.
[CUSTOMER][POSITIVE] OK, alright, perfect, and then the claims it's pretty easy to find where to.
[AGENT][NEUTRAL] Where to file claims, yes, there should be on your dashboard on the right side there should be like a picture of somebody and how you, how you file claims and such.
[CUSTOMER][NEUTRAL] Just do that.
[CUSTOMER][POSITIVE] OK, OK. All right, perfect.
[CUSTOMER][NEUTRAL] Yeah, I see them groups so you just go in there, OK.
[CUSTOMER][NEUTRAL] OK, and then start your claim basically that's it, right?
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, um, I still need an email like to remove a member and stuff like that. I can't, I still need to like go email you guys and do that stuff, right?
[AGENT][NEUTRAL] Um, you now if it's, if it's like a future lap state, like if you need somebody turned [PII], you should be able to do it through there through the group, you know, you just kind of drill down into the group and it'll say, you know, add employee term employee whatever but like if it's a path, uh huh, you should be able to, um, but if you need somebody.
[CUSTOMER][NEUTRAL] Or you can do that now?
[CUSTOMER][NEUTRAL] Yeah, I, I've never done that before.
[AGENT][NEUTRAL] If you need somebody backdated to like 61 then yes you'll have to send it to us and to do it manually.
[CUSTOMER][NEUTRAL] So if I wanna do a 71, how would I, how would I, or how would I do that? Go to employees?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, you would go to that employee and I think then there's an option where you can term them or change or add, you know.
[AGENT][NEUTRAL] I think there is an option once you click into that employee.
[CUSTOMER][NEUTRAL] OK, that wasn't here before, right?
[AGENT][NEUTRAL] Um, I think it was.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I believe it was, it was an option with our old OSC but um.
[AGENT][POSITIVE] I definitely know it's part of this, the upgrade.
[CUSTOMER][NEUTRAL] So when do remove insured, right? Would that, would that be it? or would it?
[AGENT][NEUTRAL] Yes, that's yes, that's it, removing an insured, it comes over to us to term them.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um, they have change.
[CUSTOMER][NEUTRAL] So if someone's gonna losing coverage, they don't want them to be on for [PII], you put data change [PII] or [PII].
[AGENT][NEUTRAL] I would do [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm deleting all policies. OK. Oh, I've never seen this before.
[AGENT][POSITIVE] Excellent, glad it's working.
[CUSTOMER][POSITIVE] Yeah, OK, nice.
[CUSTOMER][NEUTRAL] OK, download confirmation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright awesome.
[AGENT][POSITIVE] Perfect. Oh, not a problem. If you have any more questions, just give us a call, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][POSITIVE] Uh, thank you. Mm bye-bye.