AccountId: 011433970860
ContactId: c9f866ec-feaa-47ec-b2a7-1ae095ee99d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 841219 ms
Total Talk Time (AGENT): 304167 ms
Total Talk Time (CUSTOMER): 380802 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/c9f866ec-feaa-47ec-b2a7-1ae095ee99d6_20250227T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] I'm fine, [PII], and you?
[CUSTOMER][POSITIVE] I'm all right. It's Friday, so it's all good.
[AGENT][POSITIVE] Yeah, what can I do for you?
[CUSTOMER][NEUTRAL] Well, I have one of the authorized users for a group. She's authorized in the OSC and there's been some changes. One of the ladies that we show as a primary contact for the group is no longer there, so I've given her the.
[CUSTOMER][NEUTRAL] Um, care team's email to send in that, but she has got some questions regarding the renewal and enrollment.
[CUSTOMER][NEUTRAL] Because they're, she said they're trying to piece together. I don't know, she kind of made it sound like this lady left maybe abruptly, um, and so they're trying to piece together what needs to be done. She also said that she's can see that [PII], first off, let me give you the group number, [PII]. I'm sorry, I'm getting way ahead of myself. 17485.
[CUSTOMER][NEUTRAL] Carlos Albui University.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She says that [PII] that we showed, which she gave me her name and her email, she said, but they are no longer with that agent and haven't been for quite some time.
[CUSTOMER][NEUTRAL] That's not their broker.
[CUSTOMER][NEUTRAL] That's what she said.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] And they're a [PII] renewal?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She didn't, she's not aware of that either, so yeah, she's got several questions on that.
[AGENT][NEUTRAL] OK, so who am I talking to?
[CUSTOMER][NEUTRAL] I'm so sorry. Um, let me have some more coffee and wake up better, [PII].
[CUSTOMER][NEUTRAL] [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number is [PII], and again she is authorized in the OSC.
[AGENT][NEUTRAL] OK, I'm not showing her as a contact though, right?
[CUSTOMER][NEUTRAL] Well, yeah, I mean we show her as a con she's not an MPL but she's in the OSC.
[AGENT][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Mm. She's the 3rd 1 listed.
[CUSTOMER][NEUTRAL] Under the
[AGENT][NEUTRAL] OK, alright, go ahead and put her through and I'll talk to her.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. Have a great day. Good talking to you.
[AGENT][NEUTRAL] Uh huh you too.
[CUSTOMER][POSITIVE] Hi, thanks, [PII]. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm good. How about you?
[AGENT][NEUTRAL] I'm well. OK, so they transferred you over to me. My name is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was speaking with the previous representative mentioning that the person that would handle these types of benefits in their institution is no longer with us, so I wanted to get information because I have access to the account and stuff, but I wanted to change the contact name, the email, and she already provided with the steps to do so, but I wanted to ask her about um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The enrollment period, um, she did mention that we're currently apparently in the enrollment period for GAP.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] To be effective on [PII], um, but it's, it's [PII], so, um,
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, well, I, I was just wanted a little bit more information to see how I can assist the employees. Also, I noticed that there is like a, like a some another broker's information. It says here [PII] under our account and the email is NSP, but NSP were our previous insurance brokers, um, we're actually with Fulro Insurance right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, just wanted to see.
[AGENT][NEUTRAL] OK, that's for your, is that for your major medical?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] So the major medical broker and the gap broker don't necessarily need to be the one and the same.
[AGENT][NEUTRAL] And a lot of times they aren't.
[CUSTOMER][NEUTRAL] Um, I mean, I, I honestly, I'm not really sure, 00, what do you, I mean, either way this person is, we don't work with NFP anymore, like we, we haven't worked with them for a while.
[AGENT][NEUTRAL] At all? OK. Uh, what we'll need then probably is an agent of record change, um, and if you want your uh medical broker to be the one who also deals with the Medlik.
[AGENT][NEUTRAL] You can ask them to take that on.
[AGENT][NEUTRAL] Um, but what we would need is something on your letterhead with the current date stating that you want to list.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever the agent's name is.
[AGENT][NEUTRAL] And their agency so it'll be [PII].
[AGENT][NEUTRAL] With NFP, you know, for example, um.
[AGENT][NEUTRAL] We'd like to list them as the agent of record for our account.
[AGENT][POSITIVE] Effective
[AGENT][NEUTRAL] And the soonest we could do it at this point would be if they're appointed with us we can do it um as of [PII] but um otherwise probably [PII] um it would have to be on your letterhead, it would have to be signed by somebody in your company with authority to sign on behalf of the company.
[CUSTOMER][NEUTRAL] Yeah, that would be me. Where do I have to send it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can send you the give you the email address so it'll be [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], altogether [PII].
[CUSTOMER][NEUTRAL] OK. Um, and in regards to the open enrollment, is that, is it true what she said that we, it's effective [PII], so the employees would have like today and tomorrow to enroll?
[AGENT][NEUTRAL] So, that's when it's effective. You've got a little bit of time. Um, have they done their major medical enrollment?
[CUSTOMER][NEUTRAL] Um, yeah, they're currently in the insurance, yeah, medical, vision, dental enrollment, yeah.
[AGENT][NEUTRAL] OK, has that completed yet?
[CUSTOMER][NEUTRAL] Um, no, they have until tomorrow, but they've known for a while, so I'm, I'm, we're still waiting on a couple of people to enroll that are missing, but
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, what we can do is send the forms to you and what's your email address, [PII]?
[CUSTOMER][NEUTRAL] Um, it would be an [PII], but wouldn't this be sent to our insurance brokers instead of directly to us?
[AGENT][NEUTRAL] So normally, yes, but if you're changing your broker, I mean we can ask [PII] to take care of it, but you said you're not dealing with [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, with NFP.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, no, we, we haven't been with NSP for a while. We, we're working with Fulcoro Insurance.
[AGENT][NEUTRAL] OK, what we might do then in this case, [PII], since you're kind of in between brokers um.
[AGENT][POSITIVE] We may end up working with you directly to get this taken care of because what it does is it stops any um invoices from being sent out.
[AGENT][NEUTRAL] It it just puts your group on a hold.
[AGENT][NEUTRAL] Until we get the completed documentation so if.
[AGENT][NEUTRAL] If you've got some time we could work through that over the phone and just get it completed.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. Um, but do they have 2 days to enroll? Like, is that still, still true?
[AGENT][NEUTRAL] They can, their policies will be affected 31.
[AGENT][NEUTRAL] But if there's some, if they come to us after [PII] that's fine.
[AGENT][NEUTRAL] That's fine, we'll get him in the system effective [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, is this bundled with your major medical? Do you know?
[CUSTOMER][NEUTRAL] I think so. Um, it's, I'm not I'm mistaken, yeah, cause I've heard employees say about the previous deductible and what the the deductible that they have now, and they've been asking about the gap. Uh, but we're all like trying to put up together the pieces of what was left behind, unfortunately, so, yeah, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me, let me see what last year's looked like and that that will kind of give me an indication of, of what we have going on.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like you have.
[AGENT][NEUTRAL] Looks like it's voluntary.
[CUSTOMER][NEUTRAL] Yes, yes, we don't, we don't, um, yeah, it's fully voluntary.
[AGENT][NEUTRAL] OK, so they get the major medical without getting the medlink.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] So they can, they can select major medical without selecting the gap plan.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, it looks like everything was voluntary and you have 2 plans as of last year.
[AGENT][NEUTRAL] You've got a 5000 and a 6000.
[CUSTOMER][NEUTRAL] OK. OK. I think the 6000 1, cause we've had the 5,0001.
[CUSTOMER][NEUTRAL] Um, it makes sense because that's the deductible that we've had since last year and with the new renewal period now, it's still the same. I believe that the 6000 1 is the one previous to that, so like a couple of years ago, and it was like a different provider and everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, that's that's something that we would have to edit as well.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, what I'm gonna do is I'll have our Florida team email you the brochures that we currently show.
[AGENT][NEUTRAL] Along with the renewal form.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, and then we can call you and once, once the people have enrolled.
[CUSTOMER][NEUTRAL] Is that, I'm sorry, you mentioned you're gonna ask Florida Blue to send it to me?
[AGENT][NEGATIVE] No, no, no, no, no.
[AGENT][NEUTRAL] This is, this is our the gap plan information.
[CUSTOMER][NEUTRAL] Yeah, exactly, but I, I just didn't hear what you said in the beginning. You're gonna ask who to send it to me?
[AGENT][NEUTRAL] It's not coming through [PII].
[AGENT][NEUTRAL] Our [PII] team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, they'll send you the brochures along with the renewal form.
[AGENT][NEUTRAL] And once everybody enrolls, we can get the numbers from you because all we need to know is who's your major medical provider.
[AGENT][NEUTRAL] What are your um
[AGENT][NEUTRAL] Total out of pocket and your deductible for that plan.
[AGENT][NEUTRAL] How many enrolled in the major medical?
[AGENT][NEUTRAL] And how many enrolled in the gap plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, yeah, no, I just, I, I'm trying to piece everything together like I said, I think this should go directly to the insurance broker. I'm trying to figure out the letter to get that done as soon as possible. I'm actually doing it right now so that I can send it over to you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But yeah, uh.
[CUSTOMER][NEUTRAL] Uh, yeah, I, I, I don't, I don't really know what to say. It's just that I think it's odd.
[CUSTOMER][NEUTRAL] Like, have you guys sent emails to the previous email like to the here?
[AGENT][NEUTRAL] Yeah, we've been, we've been sending them to the previous broker, yeah.
[CUSTOMER][NEUTRAL] And had there has been like no response, I would imagine, so it's, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So what, what can we do then?
[AGENT][NEUTRAL] Let's, let's, let's just start with the simple stuff first, OK?
[AGENT][NEUTRAL] Um, we'll get that stuff sent over to you.
[AGENT][NEUTRAL] That will give you contact information um as to who you can reach out to here at our team.
[AGENT][NEUTRAL] And then get that AOR sent over.
[AGENT][NEUTRAL] So we'll, we're just gonna eat this elephant one bite at a time, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][POSITIVE] We'll we'll get you squared away.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Is there anything else I can do for you, [PII]?
[CUSTOMER][NEUTRAL] Um, I, I don't, I, I don't think so. I think we're set.
[AGENT][NEUTRAL] OK. Call if you need anything else, OK?
[CUSTOMER][POSITIVE] OK. Thanks. Have a good day.
[AGENT][POSITIVE] Alright, thanks so much for calling APL. You too. Bye bye.