AccountId: 011433970860
ContactId: c0188119-bc31-40aa-8a42-e72931476967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 721700 ms
Total Talk Time (AGENT): 303187 ms
Total Talk Time (CUSTOMER): 286274 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/c0188119-bc31-40aa-8a42-e72931476967_20250121T20:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Vix Dental Technologies. I am calling in regards to group number 21954.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, I just noticed, hello.
[AGENT][NEUTRAL] Yeah, go ahead, sorry.
[CUSTOMER][NEUTRAL] Um, that's OK. I just noticed and I'm not sure exactly how long this has been going on, but I just noticed that I'm missing 2 employees on my list. Um, I did send out one, an email to my broker, but I need to find out how do I fix this. I have 2 of my employees that we live or no longer here. Um, is there any way that you can help me out?
[AGENT][NEUTRAL] Yeah we could definitely take a look at that um OK so what they were on there before, is that correct?
[CUSTOMER][NEUTRAL] I believe so. I'm trying to go back on my account to see when was the last time that I saw them, but I can't, I can't go further back October, so if you can help me out, that'd be great.
[AGENT][NEUTRAL] Oh, I see. OK, yes, alright, well, let's get this pulled up and take a look. Um, [PII], first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. All right, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and [PII], are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect and then uh if you're able to verify the address or the email address we've got on file for you.
[CUSTOMER][NEUTRAL] Um, it, it's either [PII] or it used to be, I think it's [PII], I think it's under my name.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It yeah it's the, it's the first one you gave me, um, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK awesome alright just wanted to make sure OK and then uh just so that I'm aware you did say that you've noticed them missing you said from since the October invoices?
[CUSTOMER][NEUTRAL] I, I'm not sure, that's what I'm trying to figure out, but I know that I just looked at it right now, and I know that in the past, they used to be on the list because I remember looking at them. I just don't remember when they, when, when they stopped putting, adding them into the American public life gap. So I'm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see, OK, um, what were the names, uh, for the two members, please?
[CUSTOMER][NEUTRAL] Uh, first, the first employee is [PII], and that's [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then, uh, the 2nd?
[CUSTOMER][NEUTRAL] The second one should be [PII]
[AGENT][NEUTRAL] OK alright thank you give me just a moment here.
[AGENT][NEUTRAL] And let me take a look.
[CUSTOMER][NEUTRAL] Trying to see when did they stopped.
[AGENT][NEGATIVE] Yeah, that's what I'm trying to see too, because I certainly don't see them.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Under the active members.
[CUSTOMER][NEUTRAL] Let me go back to
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if
[AGENT][NEUTRAL] And let's take a look.
[AGENT][NEUTRAL] OK. All right. Well, I found [PII]. Let me get that policy number real quick and then I'll get the other one.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I do see him, I do see him back in [PII]. So I think that, I think that when we rolled over.
[AGENT][NEUTRAL] 53.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Back in June or July, actually, I don't think they're back.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is exactly what I'm seeing. So I do see [PII]. Let me try to find mom, let's see.
[AGENT][NEUTRAL] I don't see [PII] at all.
[CUSTOMER][NEUTRAL] Yeah, and I think
[CUSTOMER][NEUTRAL] Let me see when [PII], let me go back and [PII] and see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] And I go back to when he started. He started.
[CUSTOMER][NEUTRAL] [PII], he started back with us back in
[CUSTOMER][NEUTRAL] And if you started working with us um.
[CUSTOMER][NEUTRAL] State of higher, State of higher.
[CUSTOMER][NEUTRAL] Expire date, um, April. So let me go back to his pay stub.
[AGENT][NEUTRAL] April of last year.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you did say the last name was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] I don't see any record of him at all. Um, I did find [PII], uh, his looks like it terminated, um, like you said [PII] for [PII], but I don't see any record at all, and this goes back to um.
[CUSTOMER][NEUTRAL] And I don't
[AGENT][NEUTRAL] That [PII].
[AGENT][NEUTRAL] I don't see uh Flores at all.
[CUSTOMER][NEUTRAL] OK, then I do need to add [PII] on the list, and I do need to add.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] back.
[CUSTOMER][NEGATIVE] I need to put back, yeah, sorry.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let's take a look at that.
[AGENT][NEUTRAL] OK, I'm wondering if they just need to completely re-enroll they probably would.
[CUSTOMER][NEUTRAL] What can I do? What do you, can you tell me exactly what I need to do, what I need to send them.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I might need to send you some forms.
[AGENT][NEUTRAL] Let me verify though.
[AGENT][NEUTRAL] OK, so you should be have you used our online portal before, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] I mean, I look, I, I think online portal, but I don't do nothing else.
[AGENT][POSITIVE] No worries. OK, um, I, you can enroll them that way, uh, otherwise I can send you, I believe I can send you a form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can
[AGENT][POSITIVE] You absolutely can through our website, yes.
[CUSTOMER][NEUTRAL] Let me put the S.
[CUSTOMER][NEUTRAL] Now, what should I do? Because they have open enrollment, qualifying events and open enrollment.
[AGENT][NEUTRAL] OK, let me see just a moment.
[AGENT][NEUTRAL] Effective date.
[CUSTOMER][NEUTRAL] I just need to put a ring.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEGATIVE] I, I'm sorry. I know this is a bit of a mess. All right.
[CUSTOMER][NEUTRAL] Yeah, I just don't the reason why. I mean, that's one of the things that I usually do is I check and I don't I remember checking on them and I remember seeing both of them on the list. I just don't understand how we missed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that is a bit odd, um.
[AGENT][NEUTRAL] I'm wondering why.
[AGENT][NEUTRAL] In the world, uh, Mr. [PII] isn't on there. OK, let me try to get these, uh, forms.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, OK, so I will actually if you don't mind just to make sure that this is the quickest and most efficient way, um, I'm going to put you on a brief hold, [PII] um and I'm going to reach out uh just to again make sure I think I would have to just email you some forms for them for essentially like a new enrollment um but let me verify, OK, I'll get right back with you.
[CUSTOMER][NEUTRAL] OK, that's one thing. And then the other thing is I know that we were deducting mm uh the, the payroll, the deduction, [PII] because there was an issue back in March and we made, we made the um the um.
[AGENT][NEUTRAL] Yes. Uh-huh.
[CUSTOMER][NEUTRAL] Um, I guess the, the, uh, calculation and we, we debited the amount for so I guess what I can do is just start as of as of [PII], the deductions, uh, and not just go back because it's gonna create a, a headache I think.
[AGENT][NEUTRAL] Yeah, I mean, I couldn't, I, I think that would boil down to your preference really, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So yeah, whatever you think would be easiest as far as that's concerned um OK give me just a moment. I'm gonna just put you on a brief hold. I'll get right back with you OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Doing all right thank you um I've got a group admin on the line um and I just wanted to touch base and make sure that this is the correct way to be doing this um she said she just noticed that two of her employees were not on several invoices. I was able to find one, employee he looks like his.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Terminated back like [PII] or excuse me July of last year I was unable to find the other one at all so she wants them back on there um she's doesn't want to use OSC so would the best way to be uh sending a hub request to y'all to have this uh new enrollment forms sent to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, we just, yeah, she can, yeah, do you want me to talk to her? I've got a form I can send to her along with an, uh or an application whichever because she'll need to send over their information so that we can, uh, forward it to you guys to add.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure that was correct. I was looking at the article, but I, you know, a lot of interpretation up, so, um, you know, if you wanted to speak with her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, no, I totally get it. Yeah, I can talk to her.
[AGENT][POSITIVE] OK, thank you so much. I appreciate it. Um, her name is uh [PII]. Um, did you want the, yeah, did you want the group number?
[CUSTOMER][POSITIVE] You're most welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, it is 21954.
[CUSTOMER][NEUTRAL] 54 let me pull that up.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, via dental technologies.
[AGENT][NEUTRAL] And I have the name of the
[AGENT][NEUTRAL] Yeah, I do have the name, um, I was able to find the old policy number for the old um one insured. I don't know if you need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the last name of the person, do you know?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Oh, here is [PII].
[AGENT][NEUTRAL] Yes, [PII], the other one I wasn't unable to find him at all, uh, [PII].
[CUSTOMER][NEUTRAL] OK, I've got it. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in [PII] I don't see him in here, OK, and that's the one she's needing to add.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Both of them, yes.
[CUSTOMER][NEUTRAL] Both of them, OK, yeah, I'll just send her through. I'll talk to her and I'll email her a template that she needs.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you I really appreciate it.
[CUSTOMER][POSITIVE] Yeah, you're most welcome thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye.