AccountId: 011433970860
ContactId: ade19177-630e-4358-b64d-ae7d26706e42
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 852469 ms
Total Talk Time (AGENT): 249585 ms
Total Talk Time (CUSTOMER): 251554 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ade19177-630e-4358-b64d-ae7d26706e42_20250411T18:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] with Exponent HR Solutions. How are you doing today?
[AGENT][POSITIVE] Hey, I'm doing great.
[CUSTOMER][NEUTRAL] Glad to hear it. I'm hoping you can help me out. It seems I haven't logged into uh the APL website in a while, and it's showing that my login is no longer active or valid. I'm trying to figure out why because I'm trying to confirm if an employee was termed an error through the EDI feed, um.
[CUSTOMER][NEUTRAL] The the employee navigated the group's uh benefit administration website.
[AGENT][NEUTRAL] OK, give me one second. Let me pull that screen up, and I can actually access your information and then I can either send you a new password or see what it's telling me on my side.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, give me 2.
[CUSTOMER][POSITIVE] Perfect. I know I threw a lot at you there, so that was a word salad.
[AGENT][NEUTRAL] No, you're fine, you're fine. So, and I'm sure you probably don't have any of this, but we can, do you know your PIN number or no?
[CUSTOMER][NEUTRAL] No, I'm sorry, I do know my username and password though, but.
[AGENT][NEUTRAL] No, you're fine. We can go backwards and I can go to another system and put your PIN number [PII].
[AGENT][NEUTRAL] And how are we spelling your last name?
[CUSTOMER][NEUTRAL] If you need my my national producer number? Sure, it's [PII].
[AGENT][NEUTRAL] And what's your MPN number?
[CUSTOMER][NEUTRAL] You guys are gonna ask that one. Give me a second. Let me bring that up.
[CUSTOMER][NEUTRAL] Uh, NPN.
[CUSTOMER][NEUTRAL] down over here. Apologies.
[CUSTOMER][NEUTRAL] It is 18,791,850.
[AGENT][NEUTRAL] 18,791,850
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All [PII].
[AGENT][NEGATIVE] And it's getting pulled up for me.
[AGENT][NEUTRAL] And you said 18,791,850?
[CUSTOMER][NEUTRAL] 18,791,850 yeah that's uh.
[CUSTOMER][NEUTRAL] Let me look it up again, maybe I mistyped it.
[CUSTOMER][NEUTRAL] Look up the NPM search.
[AGENT][NEUTRAL] I can do another way. What was the agency name?
[CUSTOMER][NEUTRAL] Exponent HR solution.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you guys are based out of [PII]? Or is it the one that's in [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, the headquarters is in [PII]. I'm in the [PII] office.
[AGENT][NEUTRAL] They get it separated into two.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Really? OK.
[AGENT][NEUTRAL] So it's weird. Maybe because there's 2 different tax ID numbers.
[CUSTOMER][NEUTRAL] I never know how they set these things up. I just, yeah.
[CUSTOMER][NEUTRAL] Oh, that's weird. OK.
[CUSTOMER][NEUTRAL] Well, I don't know cause the all the ENO uh paperwork that I have said the [PII] address. So whenever I, when I first started back in July, that's all the stuff that I had. I thought that was the main address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I work out of the for the the [PII] office. I can give you that address if you need it.
[AGENT][NEUTRAL] No, I, I, it's fine. I see it. I'm just trying to
[CUSTOMER][NEUTRAL] No, it
[AGENT][NEUTRAL] I just, this is weird that they don't have that.
[CUSTOMER][NEUTRAL] Maybe that's why I keep having issues because for a while.
[CUSTOMER][NEUTRAL] Yeah for a while I was like logging in and nothing was under my name and then everything was under my name so maybe that's why they kind of moved me from one office to the other where everything is registered.
[CUSTOMER][NEUTRAL] So that's, that's really strange.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and the last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's what I think that's weird.
[AGENT][NEUTRAL] This is like tripping my mind up. Give me 2 seconds. Let me, now I, let me grab a senior real quick.
[CUSTOMER][NEUTRAL] There?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm OK. OK. And then
[AGENT][NEUTRAL] Your first name is [PII], right?
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] She keeps um.
[CUSTOMER][NEUTRAL] Is there a way you can do me a favor?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I initially called because I was trying to make sure that an employee is still active. Would you be able to just make sure I know that you can't give me any information so you can locate me, but can you at least confirm that if I give you her information that she's active with coverage? If anything else, I'll just call my supervisor to contact you guys and and see if they can sort sort this out because I'm kind of under the gun right now this time.
[CUSTOMER][NEUTRAL] I didn't think it was gonna this is gonna be a big thing. I just thought I'd try and reestablish my connection.
[AGENT][NEUTRAL] Yeah, it's weird because on my side, it's showing.
[AGENT][NEUTRAL] That your your application isn't even in the system. So I guess I'm just like curious to how.
[AGENT][NEGATIVE] Like when I look your name up, it just says open application.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] What's the group number that you're calling for the, for the coverage?
[CUSTOMER][NEUTRAL] Uh, the group number is 22825.
[CUSTOMER][NEUTRAL] Should be for New Direction fertility Center.
[AGENT][NEUTRAL] Alright 22825.
[AGENT][NEUTRAL] New direction, OK.
[AGENT][NEUTRAL] Now, it's weird because when I pulled this group up, it's showing it's under a different.
[AGENT][NEUTRAL] It's not showing exponent.
[CUSTOMER][NEUTRAL] Really? Employer solutions?
[AGENT][NEUTRAL] Is it, is that also the same as Southwest Insurance Group, commercial?
[CUSTOMER][NEUTRAL] Not that I know of, so they're listed under a completely different
[AGENT][NEUTRAL] Well, that's who the MGA is. I was just.
[CUSTOMER][NEUTRAL] Agency?
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][POSITIVE] Oh, this is amazing. Yeah.
[AGENT][NEUTRAL] OK, well, does
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Happy ring a bell to you or no?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, well, at least we got the right name.
[CUSTOMER][NEUTRAL] Yeah, I guess, uh, that's weird. Uh, every, every carrier I contact expo HR so uh.
[CUSTOMER][POSITIVE] Excellent HR solutions, um, [PII] is.
[CUSTOMER][NEUTRAL] I mean she's she's technically a consultant. She's not really like with the company anymore, but she is and she is it's a weird status.
[CUSTOMER][NEUTRAL] Uh, so, yeah, that's why I was calling about this particular group.
[AGENT][POSITIVE] So really it sounds like we need to do uh, have you ever just sent us something that just says, hey, I'm gonna be the person for this contact so that way we can just put your name and just take hers off.
[CUSTOMER][NEUTRAL] In general, but OK.
[CUSTOMER][NEUTRAL] I thought I did because I did have a log in and access.
[AGENT][NEUTRAL] Has anybody ever asked you to do it?
[AGENT][NEUTRAL] I couldn't hear you. I'm sorry.
[CUSTOMER][NEUTRAL] I'm pretty sure I did back when I first started.
[CUSTOMER][NEUTRAL] Yeah, because I mean I had a log in and access.
[AGENT][POSITIVE] So this is just mind blowing to me that her name is on here.
[CUSTOMER][NEUTRAL] Ah,
[AGENT][NEUTRAL] So it seems, and I'm just going off of what it looks like on my screen. It looks like as soon as you finish your application paperwork, then it will list you as an agent and then we can tie you to the group, but until you're showing as an agent, then I can't tie anybody to her but [PII].
[CUSTOMER][NEUTRAL] A I I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you. OK, um.
[CUSTOMER][NEUTRAL] And you can't give me any information as far as a specific employee just to say if they're active, if they're listed I can give you all their information. I have their social and everything else. I just need to know if you see them.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Cause we, we had a bit of an issue with Employee Navigator and uh somebody accidentally termed them in Employee Navigator. So I had to go and since we have everything set up with an electronic feed, I've been having to call up and reinstate this person.
[AGENT][NEUTRAL] Give me one second.
[AGENT][POSITIVE] Oh yeah, that's OK. You know what, let's just fix it now. I'm gonna give you to a higher up and you can, she'll just make the change because you can tell her verbally and it basically it's called an LR just agent of record change, um, and she'll just probably ask you a couple of questions so she can fill out the form real quick and then just give her, I get, I typed in the group number to her and then just give her the person's name and she can tell you uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The like the information like if she's insured or not insured.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And um, so give me two seconds, and this is actually [PII], um, she said she talked to you the other day, um.
[AGENT][NEUTRAL] So that way, at least you'll, she'll have a little bit of history and won't just be like just blind talking. OK, give me one second, let me add her.
[CUSTOMER][NEUTRAL] Who are you? Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] There you are, hello.
[AGENT][NEUTRAL] Sorry, I finally got it right. I messed up and I called back into the queue, so [PII] picked up. OK, but um, here he is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, I'll take it.
[CUSTOMER][NEUTRAL] Hey [PII].