AccountId: 011433970860
ContactId: bef7cca3-729d-4150-b5c5-1bf99d632c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348279 ms
Total Talk Time (AGENT): 121374 ms
Total Talk Time (CUSTOMER): 229207 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bef7cca3-729d-4150-b5c5-1bf99d632c90_20250114T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm the group benefit administrator for our company, Nutrition Formulators Inc.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we have a couple of employees that have been members for a long time with you, but now they wanna, it's open enrollment for medical, so now they they added a children dependent, and I don't know what to click on the on the APL website because when I click change of of employee, I don't show added dependent there, so I don't know how to go about it. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, let me help you with that. So let me just get your group pulled up. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. I'm calling you from my cell phone. Let me give you the group number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The group number is uh one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me give a moment.
[CUSTOMER][NEUTRAL] Now where's the group number here on the website? I can pull up a.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] I think I might actually have your group pulled up. Is it 17994?
[CUSTOMER][NEUTRAL] Let me see one moment.
[CUSTOMER][POSITIVE] Mm thank you.
[CUSTOMER][NEUTRAL] Sounds like that, yes, it is a nutrition formulators in in yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what did you say your name was? Was it [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, uh, [PII], but my email they wrote my nickname [PII]. I'm [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, thank you for confirming that. OK, um, I just need you to confirm the address and the phone number for me please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me see. [PII]. And the phone number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you so much for that information. Um, let me see here. Let me get your group pulled up online.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's see, you were wanting to add dependents for a couple of people, was that right? And you're just needing help with that?
[CUSTOMER][NEUTRAL] That's, that's right. That's right. They are already members. I have to add the, and it's open enrollment now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, ma'am. So let me get, let me get my information pulled up here and I can walk you through that. Let's see. You're welcome.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh you
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] No, get out here. OK, yeah, I got that. OK. OK then, no I tell [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, I think I've got it here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So can you tell me what screen you're currently on?
[AGENT][NEUTRAL] Like what um section are you at the?
[CUSTOMER][NEUTRAL] Well, I went back.
[CUSTOMER][NEUTRAL] Yeah, I went to my employees and then it, I have a download reporter at an employee, but if I, if I click on the employee that I wanna add it dependents, for example, this one is [PII] is the only [PII] there if [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] her social ends in [PII]. When I click there, then I've got the option. See, I see the employee profile. I go to products and that will only give me the policy. I don't need to go to claims or file a claim, but I, I don't want to delete it, so I click change employee.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And when I click change employee, I have a, wait, if an enrollment platform was used for this group, please use that. OK. Then it says here qualifying event. So when I click on qualifying event, I have marriage, birth, divorce, death, job status change, jobs, job status uh for spouse, adoption, loss of health coverage, open enrollment, and change of address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So I'm assuming it's open enrollment.
[AGENT][NEUTRAL] Yes ma'am, select open enrollment um because I do show the group is in renewal so you can select open enrollment and then it should it should prompt you for the qualifying event date and then you know if you need to update any personal.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, which I am going to, yeah, yeah, I'm going to do 101 2025 because it's the month and then COVID I know.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] And then I clicknet link, uh, select group, and then I do next.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and now I have
[CUSTOMER][NEUTRAL] Oh, I found it. You know what, maybe I was not filling out correctly the prior window. So here I do employee and children and then.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I have the plan here and then one depend ad and one, OK, great. I we did, uh, no, thank you very much for your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, of course, and you should get um a confirmation to, um, that you can just keep for your records um and that should be everything that we need on our end to get that processed, OK?
[CUSTOMER][POSITIVE] OK, fantastic. Thank you very, very much. Thank you for your help. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] Perfect. You're very welcome. Well, thank you for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Oh, thank you. OK, bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.