AccountId: 011433970860
ContactId: c2e3c658-1b4c-4f3c-8330-3cd9f57d9fbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211800 ms
Total Talk Time (AGENT): 77193 ms
Total Talk Time (CUSTOMER): 131408 ms
Interruptions: 3
Overall Sentiment: AGENT=2.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c2e3c658-1b4c-4f3c-8330-3cd9f57d9fbd_20250204T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling. My name is [PII]. Um, I'm an agent of record for a group that has uh gap insurance with APL. I have the group number. I have a general question for you in regards to their, uh, gap insurance. Um, the group, the group's number is 25604.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry about that. I just dropped the phone.
[AGENT][NEUTRAL] It's OK. It's OK.
[CUSTOMER][NEGATIVE] I reached a little too far.
[CUSTOMER][NEUTRAL] I reached a little.
[AGENT][NEUTRAL] It's totally fine. And the address, um, can you verify the um group name and then your phone number and your email address?
[CUSTOMER][NEUTRAL] Yes, of course, it's Maxwell Engineers. My phone number is [PII] and my email address is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what questions did you have today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I was under the impression that their waiting period for new hires is 90 days exactly, not the 1st of the month after 90 days, um, but I just was about to process an enrollment and when I put in the person's data hire it was giving me a completely different.
[CUSTOMER][NEUTRAL] Um, start date, so I just wanted to verify and see what you see as far as what their, um, what it says for their waiting period.
[AGENT][NEUTRAL] For, um, for the new enrollment on the online service center?
[CUSTOMER][NEUTRAL] For new hires. Correct, for new hires. Mhm, mhm.
[AGENT][NEUTRAL] The reason I'm asking is because I, um, group billing advised that they were, I'm sorry, not group billing, broker resources with enrollment, advised that they were having like a, they, they're aware of the error, it shows like [PII] or something like it shows up like a wrong date. So, um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah it's giving me yeah it's showing something like [PII] like like August, but when I put in the person's date of hire, it's calculating for [PII] and it shouldn't be it should be 90 days which is [PII], which is coming up. I just wanted to make sure like if if you're able to confirm um that they do have a 90 day um.
[CUSTOMER][NEUTRAL] I'm trying to see in our enroll there. OK, OK.
[AGENT][NEUTRAL] No, you're correct. Um, so the solution would be to um email the care team your enrollment, and we'll go ahead and get it processed for you. Um, have you sent, you're welcome. Have you sent the enrollments to care team before?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] I have, I have sent them before, so I'll go ahead and do that. Thank you so much. I, I was about to do that, but I'm like, am I wrong? I could have sworn it was 90 days and it's giving me like a weird number. OK, perfect. Alright, thank you so much and I appreciate your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, good. You're welcome.
[AGENT][POSITIVE] No, you're correct.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you I appreciate it.
[AGENT][POSITIVE] All right, thanks for calling API. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty bye.