AccountId: 011433970860
ContactId: bff57866-feaf-465a-8174-c9145a63f9c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336920 ms
Total Talk Time (AGENT): 82471 ms
Total Talk Time (CUSTOMER): 120057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/bff57866-feaf-465a-8174-c9145a63f9c8_20250325T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a broker's office. We have a group with y'all to, um, she enrolled a new hire on her own in your portal, but I'm not sure she used the right effective date.
[CUSTOMER][NEUTRAL] And I need to see if you can tell me what's going on with her.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let's see. Uh, do you have a policy number or the social?
[CUSTOMER][NEUTRAL] I do. I have the group number. Well, I have the policy number. It's 2607694.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] And [PII], can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] The group name.
[CUSTOMER][NEUTRAL] The group name is um Keen Battle Mead and Company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing the effective date is [PII].
[CUSTOMER][NEUTRAL] OK, our understanding is that it should be May the first based on her hire date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know, but I can't see.
[CUSTOMER][NEUTRAL] Uh, let me double check here.
[CUSTOMER][NEUTRAL] Yeah, I can't see that she what she put in for the higher date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know if she did it wrong.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Or do we have wrong information and she should be effective.
[CUSTOMER][NEUTRAL] [PII] and
[AGENT][NEUTRAL] Let me check and see um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mhm. Thank you, thank you.
[AGENT][NEUTRAL] It's showing a date of employment [PII].
[CUSTOMER][NEUTRAL] Yeah, that's correct. So can you tell me what you show as the waiting period for them?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That changed his
[AGENT][NEUTRAL] Screen a little bit and I have to look for it.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][NEUTRAL] Uh, 60 days.
[CUSTOMER][NEUTRAL] The [PII] of month following 60 days.
[AGENT][NEUTRAL] It it just says new hire waiting period 60 days.
[AGENT][NEUTRAL] I can get the, the effective date changed to [PII].
[AGENT][NEUTRAL] Uh, if, if you can just send an email, um.
[CUSTOMER][NEUTRAL] Can you
[AGENT][POSITIVE] To to us to let us know to change it, uh, we can get that changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And just let me know when you're ready for the, the email address.
[CUSTOMER][NEUTRAL] I'm making a note here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I just did the math 60 days from a higher date is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That we're showing her effective [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, we'll have to figure that out on our end and.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So looks like it's 16 months closest to the 60 days.
[AGENT][NEUTRAL] Yeah, I would have to get somebody in new business that would have more information on that but um.
[CUSTOMER][POSITIVE] Yeah, we're good.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] I'll get somebody on our end to look into it to the account manager can handle this part. I was just confirming, uh, OK, I will email and see if we can get that changed. That would be great. Thank you for your help, [PII]. Oh, do you have a reference number or confirmation number for the call?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, uh, let's see, 325-1105.
[CUSTOMER][POSITIVE] Great. Thanks again for your help.
[AGENT][POSITIVE] Alright, and thank you for calling APL Amy, and you have a great day.
[CUSTOMER][POSITIVE] You too bye [PII].
[AGENT][NEUTRAL] Goodbye.