AccountId: 011433970860
ContactId: ae384dc5-c1c6-46fc-893f-de95de9fbb13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 758760 ms
Total Talk Time (AGENT): 413525 ms
Total Talk Time (CUSTOMER): 255492 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ae384dc5-c1c6-46fc-893f-de95de9fbb13_20250227T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Um, I was given, um, like administrative access to our institutional account, um, as employers, and I just wanted to double check on details with you guys because the person who used to handle the benefits is no longer with the institution.
[CUSTOMER][NEUTRAL] Um, and I see here that she still put, uh, she's still assigned as like in group contact info as a contact person with it with her email and stuff. So I just wanted to make sure if, um, I just wanted to confirm if we can change that. And also, uh, details about enrolling an APL like, do we enroll the employees for them, um, do the employees enroll by themselves? Is there like a specific open
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Enrollment period.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] We're just trying to piece, the pieces together after this person left, so yeah.
[AGENT][NEUTRAL] OK, so you're the new contact person for the group? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, basically, yes.
[AGENT][NEUTRAL] OK, so first off what I'll need to do is to get your information. I'll have to verify several things with you for security purposes first related to the group and then I can give you um the instructions on what would need to be done in order to get the group contact information updated and then be able to further once we've done that it help you as far as enrollment questions. I will be limited at this point.
[AGENT][POSITIVE] As to what I can tell you, but I will help you the best that I can.
[CUSTOMER][POSITIVE] OK. OK. Thank you.
[AGENT][NEUTRAL] OK. You're welcome. So first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], will you please spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna spell that back. [PII] Is that correct?
[CUSTOMER][POSITIVE] Exactly. Yes.
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh well, you, you may maybe the office on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Thank you. And the group number?
[CUSTOMER][NEUTRAL] That's the thing, um, I'm not really sure on the details. I'm gonna open up an invoice to see if that information is there.
[AGENT][POSITIVE] Yes, ma'am, it should be.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Group number 17485.
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] While I get the group's information pulled up.
[AGENT][NEUTRAL] OK, so I will, as I stated, have to verify several things with you, [PII], for the security purposes. So if you could first please verify the name of the group and the address.
[CUSTOMER][NEUTRAL] Yes, Carlos Albio University and the address that should be on file is [PII].
[AGENT][NEUTRAL] OK, thank you and the contact person's name that we currently would have on file?
[CUSTOMER][NEUTRAL] So the system like in the in your platform says [PII], that's two different people, but [PII] is the one that is no longer with the institution.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was [PII]'s email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the
[AGENT][NEUTRAL] primary number that we have for the group is also the same as the one that you provided for me. So that is still correct. Is that right?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] And then what is [PII]'s email?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so just one moment.
[AGENT][NEUTRAL] Mm, give me just a moment to look at a few things.
[CUSTOMER][POSITIVE] No worries. Yes.
[AGENT][NEUTRAL] OK, so first off, I can see that you do have access in the online service center portal for the group. Now, um, as far as getting the contact.
[AGENT][NEGATIVE] Removed.
[AGENT][NEUTRAL] And changed over um because I don't see that [PII] even has access in the portal.
[AGENT][NEUTRAL] It is only you and [PII].
[CUSTOMER][NEUTRAL] Yeah, I saw that it's only her name. Yeah. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But yes, in regards I see here that the email available is the one for [PII], but if we ever receive some sort of email from APL, we we're, I'm not sure we're gonna find out. So that's why I want to change at least that that email, yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so yes, so what you will need to do in order to have that done is to send an email stating that she is no longer there, um, that we would need to, you know, remove her information.
[AGENT][NEUTRAL] And if we need to add you in addition to [PII], you know, include that. Any, any updates?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Or um removing her access to the online service center would just need to be received by us in writing.
[CUSTOMER][NEUTRAL] OK, OK. What, what email should I send it to?
[AGENT][NEUTRAL] And the email, uh, sure you will send that to care team which is CARE.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK. Got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. Awesome. Thank you so much. I'm gonna go ahead and do that then and um and I wanted to ask you as well uh and I don't know if you can help, yeah.
[AGENT][NEUTRAL] Now, enrollments, since you do have access in the portal, you, the employees do not enroll themselves.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes, that is not something they do. They do not have access to do that. So any enrollment that would be handled, you know, by
[AGENT][NEUTRAL] One of the group administrators.
[CUSTOMER][NEUTRAL] OK, got it. Um, I also see here that, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh, and, and the reason for enrollment, um, it's either like a new hire qual qualifying event or open enrollment. What would our open enrollment be?
[AGENT][NEUTRAL] Um, it's the renewal, it appears that you
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] It appears that
[AGENT][NEUTRAL] Oh, just a moment.
[AGENT][NEUTRAL] OK, you all are currently in renewal. It appears for a 31.
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh. Now, I will be happy to connect you over to our broker resources department for further um information.
[AGENT][NEUTRAL] On the enrollment process, if you would like for me to do that since you are already authorized for us to speak to you.
[CUSTOMER][POSITIVE] OK, yeah, that, that sounds good.
[AGENT][NEUTRAL] Because you do have access to the portal, but we do, it is very important that you send that email regarding [PII] and in in removing her information.
[CUSTOMER][NEUTRAL] Yeah, I'm gonna go ahead and send it, send it right now. I am a little worried though about the open enrollment because we only have that means like 2 days.
[AGENT][NEUTRAL] Well, I, it's just in the renewal process that I can see, but again, they would be the division of our company that would help you with that and also your agent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, I see here also that we have like uh under my broker, somebody called [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The email that this person has, it's under NSP. They're no longer insurance brokers. We've changed insurance brokers for a while now, so.
[AGENT][NEUTRAL] OK, so that is another issue, um, that you would need to, the broker resources would be able to send you.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much. Yeah, if you can please then transfer me, um, I'll appreciate it. Thank you.
[AGENT][NEUTRAL] Mhm. Absolutely.
[AGENT][POSITIVE] Uh-huh. Certainly, you're very welcome. So is there anything else though, [PII], that I could help you with at the moment?
[CUSTOMER][NEUTRAL] Um, no, it would be with enrollment, but thank you.
[AGENT][POSITIVE] OK. You are certainly so welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too, and have a good weekend.
[AGENT][POSITIVE] Yes, ma'am. Thank you as well. One moment, please.
[CUSTOMER][POSITIVE] Thank you. OK, thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Oh, thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm fine, [PII], and you?
[AGENT][POSITIVE] I'm all right. It's Friday eve, so it's all good.
[CUSTOMER][POSITIVE] Yeah, what can I do for you?
[AGENT][NEUTRAL] Well, I have one of the authorized users for a group. She's authorized in the OSC and there's been some changes. One of the ladies that we show as a primary contact for the group is no longer there, so I've given her the
[AGENT][NEUTRAL] Um, care team's email to send in that, but she has got some questions regarding the renewal and enrollment.
[AGENT][NEUTRAL] Because they're, she said they're trying to piece together. I don't know, she kind of made it sound like this lady left maybe abruptly.
[AGENT][NEUTRAL] Um, and so they're trying to piece together what needs to be done. She also said that she's conceive that [PII]. First off, let me give you the group number, [PII]. I'm sorry, I'm getting way ahead of myself. 17485.
[AGENT][NEUTRAL] Carlos Albuzzi University.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She says that [PII] that we show, which she gave me her name and her email, she said, but they are no longer with that agent and haven't been for quite some time.
[AGENT][NEUTRAL] That's not their broker.
[AGENT][NEUTRAL] That's what she said.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] So, yeah.
[AGENT][NEUTRAL] And there are 31 renewal?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She didn't, she's not aware of that either. So yeah, she's got several questions on that.
[CUSTOMER][NEUTRAL] OK, so who am I talking to?
[AGENT][NEUTRAL] I'm so sorry. Um, let me have some more coffee and wake up better, [PII].
[AGENT][NEUTRAL] [PII]. It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Phone number is [PII], and again, she is authorized in the OSC.
[CUSTOMER][NEUTRAL] OK, I'm not showing her as a contact though, right?
[AGENT][NEUTRAL] Well, yeah, I mean, we show her as a con she's not an MPL but she's in the OSC.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] Mm. She's the 3rd 1 listed.
[AGENT][NEUTRAL] Under the
[CUSTOMER][NEUTRAL] OK, alright, go ahead and put her through and I'll talk to her.
[AGENT][POSITIVE] OK. All right. Thank you so much. Have a great day. Good talking to you.
[CUSTOMER][NEUTRAL] Uh huh you too.
[AGENT][POSITIVE] Hi, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.