AccountId: 011433970860
ContactId: c4f979b8-0583-4c19-98d0-c37274d875e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 621960 ms
Total Talk Time (AGENT): 248292 ms
Total Talk Time (CUSTOMER): 389259 ms
Interruptions: 8
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c4f979b8-0583-4c19-98d0-c37274d875e7_20250217T21:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] with Southeast Insurance Group. How are you?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] You know, I'm doing OK.
[AGENT][NEUTRAL] Hey right
[AGENT][NEUTRAL] I understand. What did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, [PII] with Southeast Insurance Group.
[AGENT][NEUTRAL] Hey, yeah, OK. Yes, kind of cut out when you said that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh sorry about that. Um, if we start cutting out again, um, just let me know and I'll just call you on the cell phone. I'm on on our VoIP system, so sometimes it's a little weird. Um, I'm calling in regarding [PII], the city of [PII].
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, would you like there?
[CUSTOMER][NEUTRAL] Um, group number?
[AGENT][NEUTRAL] Um, I think I just did something with it. Let me, I think I just have it up so.
[CUSTOMER][NEUTRAL] OK, I wasn't sure, so yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, what's going on?
[CUSTOMER][NEUTRAL] OK, so what um did you receive correspondence today regarding them?
[AGENT][NEUTRAL] As far as like EA or your email?
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] Email, well, kind of both because I wasn't, it was an employee navigator and then sent an email um to [PII] and [PII] um uh based on last week's conversation.
[AGENT][NEUTRAL] Yeah, so I just saw where something in navigator was um not correct, so that's fixed now and then I sent over what needed to be fixed.
[CUSTOMER][NEUTRAL] OK, for [PII].
[AGENT][NEUTRAL] Um, if it was on that first list, give me just a second, let me.
[CUSTOMER][NEUTRAL] Because I
[AGENT][NEUTRAL] Fine
[CUSTOMER][MIXED] Yeah, because the first one I sent last week was just on [PII], which I got a response that he's fixed, which is great. But then today we found out there was more of a systemic issue with anybody who was in the [PII] age this year. They got dropped too.
[AGENT][NEUTRAL] So I have
[AGENT][NEUTRAL] [PII], and [PII].
[CUSTOMER][NEUTRAL] Yes, perfect. OK, I wasn't sure if you've gotten that email yet. OK, OK perfect so then I do have a question about one other person um we're not sure what is what has triggered or not triggered um [PII].
[AGENT][NEUTRAL] OK, yeah, those were sent over, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm, I have a, um, medling 6 and then a GC 14 and both of those are still active.
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] So, um, yeah, so the Medin and Employee Navigator, and I have to do the two-factor authentication, but I'm afraid to do it on my phone, so I don't kick off the phone call. So, long story short, he is, um, he was dropped back in
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, October for actually here let me pull up my email because I think I was about ready to send an email over. OK, yeah, so.
[CUSTOMER][NEUTRAL] OK, so [PII] I sent over a GCF for renewal, um, and they've been on the direct feed and [PII] dropped his medlink benefit for open enrollment on [PII]. 10-172024 in Employee Navigator shows on his integration timeline that it fed over showing a drop.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But he is still showing active for the med link in APL on APL side.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And hasn't come off the invoice and he should have based on that feed that declined him.
[AGENT][NEUTRAL] OK, so we just need to take him off uh at um hold on let me type some numbers and.
[CUSTOMER][NEUTRAL] So I'm, yeah.
[CUSTOMER][NEUTRAL] 411.
[AGENT][NEUTRAL] 26 and then
[AGENT][NEUTRAL] So you goose.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Trying to figure out if they're going to do this by me just saying to drop him or.
[AGENT][NEUTRAL] If I need documentation.
[CUSTOMER][NEUTRAL] I have an email prepared um that is yeah I have an email prepared just I just need to cop I guess put you on there too, um.
[AGENT][NEUTRAL] Could you?
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] So he should not have um [PII] from Medlik.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] On for for [PII] or OK 11.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] That is correct. So they were in early open enrollment in October and so he for open enrollment for the [PII] effective date of [PII], he was dropped in Employee Navigator for open enrollment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then he went over on a feed to APL 1017 with the decline.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I'm just so I know that you can go ahead and backdate them and I can do a screenshot for you, but the bigger issue that we wanna know because he's a captain over there and so the group is and we're kind of wondering like why didn't he trigger then for a drop on APL side so like what where was the disconnect?
[AGENT][NEUTRAL] So honestly enrollment services and e-navigator is its whole like own thing so if if a group has enough then it should systematically every month when it pulls in that report it should drop off. That would be an Adrian conversation or an enrollment services conversation, yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, and she's OK and I included her on this email too so she's been included on all of my emails so far because I know that she's OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I don't.
[AGENT][NEUTRAL] I, I don't know if she's, I feel like it's weird for her not to respond, so let me see.
[CUSTOMER][POSITIVE] I think I got an out of office from her, which is why I, I had called over and I end up speaking with [PII]. Um, and so then she kind of helps me with Ivo. Of course, we thought it was just him. And then, of course, today, it's like the bottom dropped out, and it's like, oh well, here's these 4, and oh by the way, this guy. So I was like, oh my goodness. Um, and this is the first time I've heard of it too, so.
[AGENT][NEUTRAL] Yeah, she's out. Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, yeah, there's one other.
[AGENT][NEUTRAL] Yeah, there's one other person over there on that team. Her name is [PII], and she is answering questions today. I don't know if she'll have to get with Adrian on that, but that would be an Adrian conversation because she knows way more than what I would, would admit to you, yes, then I do, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right, hold on, let me do this.
[CUSTOMER][NEUTRAL] OK, so [PII], what's your email address?
[AGENT][NEUTRAL] Um, you, it's, uh, do you have [PII] on there?
[CUSTOMER][NEUTRAL] I do. I can put it on here.
[AGENT][NEUTRAL] Yeah, do that. I can see that one. It'll come straight to me.
[CUSTOMER][NEUTRAL] OK, all right, and then you said [PII], should I go ahead and copy her just in case?
[AGENT][POSITIVE] Yeah, you can do it [PII] it's [PII].
[AGENT][NEUTRAL] Or do you have enrollment services on there?
[CUSTOMER][NEUTRAL] Oh let me see I might um.
[AGENT][NEUTRAL] Cause it's all, it, it all go, it will go to her and it will go to me, like we'll get.
[CUSTOMER][NEUTRAL] Uh, OK. I'll do that.
[AGENT][NEUTRAL] We'll see it.
[AGENT][NEUTRAL] Just so you don't have to have that many email addresses. It's crazy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'll copy everybody else just so they kind of know the resolution, but OK, all right, so I'll, um, so I'll put in [PII]'s or [PII]'s information and so where and I'll pull another one because I don't know if I went farther than.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, it's going that day. I don't see why it would change though, but I'll, I'll try to pull a couple of screenshots so we can see that consecutively he was feeding over properly to, um, APL to show that um he wasn't gonna have coverage.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It was, it was working at the time for us to know to drop them. Yeah.
[CUSTOMER][NEUTRAL] Right, yeah, and, and so I just need to know like if we didn't trigger something or we didn't do something correctly on our end we just need to know what it is so we can kind of rectify that so it doesn't happen next year.
[AGENT][NEUTRAL] Yeah, I don't, um.
[AGENT][NEUTRAL] I wonder if [PII]'s.
[CUSTOMER][NEUTRAL] So that's what I'll just kind of inquire I guess in my email we just kind of need to, we just need to be able to figure out um what happened so we can fix it if we can.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I will once you send the email I will send over the term for [PII]. I have it up. I just need your email to attach so they have some documentation that somebody had requested that and so that will be done soon. That's gonna go to billing and then um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll just kind of give [PII] a small rundown and see if it's something that she feels comfortable because she's fairly new, newer to enrollment services so I'll see if she feels comfortable or I'll see if um we need to wait for [PII] to get back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, what you, what you might be able to do too is, um, the email that I'm sending over is, um, is a basically a reply to the other two, go if you go down in the string it goes down to like [PII]'s email to me last Friday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK, OK, so maybe just.
[CUSTOMER][NEUTRAL] So [PII], yeah, so I mean that granted the initial email was only for IOR but she can kinda, you know, kind of go through there and kind of see how it kind of led to this. It's all based on open enrollment that might help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect, perfect. OK, sounds good.
[CUSTOMER][POSITIVE] OK all right thank you so much for your help.
[AGENT][POSITIVE] Yeah, thank you, and I'll get that sent over.
[CUSTOMER][POSITIVE] OK, perfect. Have a good day.
[AGENT][POSITIVE] Yes, you too, enjoy. Bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.