AccountId: 011433970860
ContactId: cb2fd772-0ff0-49a5-88d1-9504cffc0ac1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 919640 ms
Total Talk Time (AGENT): 379041 ms
Total Talk Time (CUSTOMER): 263993 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cb2fd772-0ff0-49a5-88d1-9504cffc0ac1_20250611T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing?
[AGENT][NEUTRAL] Hey, I'm [PII] how are you?
[CUSTOMER][NEGATIVE] Oh, you know, I'm trying to figure out this new freaking portal so.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Uh, so one of, uh, one of the clients on one of our groups, um, his spouse lost coverage through her job, so he needs to add her to his policy, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm in his contract um and is it just.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You know, submitting it to a qualifying event.
[CUSTOMER][NEUTRAL] Like, is there a different process to add the spouse to his policy?
[AGENT][NEUTRAL] Um, so can you choose? I haven't seen this part of the new portal yet, so I'm just gonna talk out loud until maybe we can resolve it. Um, is there a qua a qualifying event option for you to choose?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] There is loss of coverage. I just don't know if it's the same one that I need to use to add a dependent.
[AGENT][NEUTRAL] Let's try.
[CUSTOMER][NEUTRAL] Because the only option is change employee details like that's the only option I see.
[AGENT][NEUTRAL] OK, so you can choose loss of coverage, correct?
[CUSTOMER][NEUTRAL] Right, I just don't know if.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What I'm doing is for the employee or if this is because it's to add a dependent not for him.
[AGENT][NEGATIVE] OK, click loss of coverage for me please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then let me know what it prompts you to do now.
[CUSTOMER][NEUTRAL] OK, so date of change I'm assuming because it's for her last day under her prior employer was [PII], so are they looking for last date of prior coverage or first day without?
[AGENT][NEUTRAL] Um, let's just do [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so like the product Cobra. No, OK, so next step.
[CUSTOMER][NEUTRAL] Uh, select a plan.
[AGENT][NEUTRAL] Don't submit anything. I just wanna see if it shows.
[AGENT][NEUTRAL] Where to add a dependent in this situation.
[CUSTOMER][NEUTRAL] OK, so it tells me to select the plan. So I don't know if you can look at the employee's [PII]
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, because it says select the coverage type, but I don't know what coverage he has now. There's a dependent in his record that says [PII], but I don't know if she's covered and I don't know. I'm assuming that's a child.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Do you have a group number for me?
[AGENT][NEUTRAL] If not it's fine. I just, OK.
[CUSTOMER][NEUTRAL] Oh yes, um I think it's 1 I think it's 17222.
[CUSTOMER][NEUTRAL] Sorry I'm in that page and it doesn't have that.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] CW Fisher Electric Inc.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK and you said that his name was his last name was?
[CUSTOMER][NEUTRAL] Guy, [PII], yeah, [PII]
[AGENT][NEUTRAL] What did you say? Oh yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's adding the spouse.
[CUSTOMER][NEUTRAL] And I think there's [PII] something like that.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] listed as a dependent.
[AGENT][NEUTRAL] So he has, so he has meddling for.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Independent family.
[CUSTOMER][NEUTRAL] And I've been waiting for the last couple of days for the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Summary with the rates um.
[CUSTOMER][NEUTRAL] I don't know how long are the email requests usually taking.
[AGENT][NEUTRAL] Um, I mean, we're kind of, I, I will say that we're a little bit backed up with just our.
[AGENT][NEUTRAL] OSC
[AGENT][NEUTRAL] Um, just trying to get everybody on and all the issues worked out, but.
[AGENT][POSITIVE] I can definitely see.
[CUSTOMER][NEUTRAL] Yeah, because I tried to pull the group detail report but that didn't really give me a lot of information other than the monthly premium but it doesn't tell me like.
[CUSTOMER][NEUTRAL] You know what coverage tier if there's, you know, I'm assuming this is like an older plan with like uh age banded rates.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me, give me just a second, let me.
[AGENT][NEUTRAL] OK, so he's on employee and child right now.
[AGENT][NEUTRAL] And he's in the ages of [PII] and [PII], so he's in the, the first tier technically because the next one is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, so if I change his coverage to family and then go to the next step, OK, so here's where it lets me into the spouse's info.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] While you're doing that I'm gonna try to find a brochure having to go just a little bit back so bear with me but.
[AGENT][NEUTRAL] See what we can do.
[CUSTOMER][NEUTRAL] Now for this one, so since it has data to change [PII], is that gonna make the effective date of his family coverage 61? Like is it automatically gonna move it or?
[CUSTOMER][NEUTRAL] Is it gonna make it effective at [PII]?
[AGENT][NEUTRAL] Um, it should, I would assume, excuse me, does she need it by [PII] or is 6061 OK?
[CUSTOMER][NEUTRAL] And then he
[CUSTOMER][NEUTRAL] Right, 61, yeah, [PII] was her last day of coverage under her prior plan, so we want him to be to have family coverage.
[AGENT][NEUTRAL] The 61
[AGENT][NEUTRAL] Yeah, so it should start 61.
[AGENT][NEUTRAL] With family coverage.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so, but I mean when the when I put in the date of change is [PII], that was the correct date to use. I shouldn't have used 61.
[AGENT][POSITIVE] I believe so, yeah, you should be fine with that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Oh, says there was an error processing your request. Please contact customer service.
[AGENT][NEUTRAL] Of course, um.
[AGENT][NEUTRAL] Of course, why wouldn't it? um OK.
[AGENT][NEUTRAL] Um, I don't really know whether this is like an IT to an IT issue with the OSC because again we're trying to like work out all the the things with it being new, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So will you send me an email?
[AGENT][NEUTRAL] Just saying that you tried to change the person to family coverage and like you were.
[AGENT][NEUTRAL] Receiving an error and I'm gonna see if I need to create an IT ticket for this or.
[AGENT][NEUTRAL] Because you should be able to do it so I'm assuming it's an it's gonna be uh we need to get this fixed.
[AGENT][NEUTRAL] That's what I'm, that's what I'm assuming right now.
[AGENT][NEUTRAL] Um, well, yeah, if I do a brochure that'll come on.
[AGENT][NEUTRAL] I wonder if they're working on this request because I'm not able to find a brochure if we've asked one to be created and maybe that's what our weight is.
[CUSTOMER][NEUTRAL] Is there nothing in the file from when it was initially sold or the last renewal?
[AGENT][NEUTRAL] CW that's what I'm.
[AGENT][NEUTRAL] That's what I'm looking for that's exactly what I'm looking at and I'm not seeing anything, but.
[CUSTOMER][NEUTRAL] Should I try to change the date to 61 and see if that makes it go through or?
[AGENT][NEUTRAL] Yeah, let's try.
[AGENT][NEUTRAL] Yeah, let's try.
[AGENT][NEUTRAL] I wonder actually I wonder if.
[AGENT][NEUTRAL] I wonder if it's because we're trying to retro that that's what it is.
[AGENT][NEUTRAL] I wonder if we're trying if if it is seeing as a 61 situation and which it still should go through as a life event since that can obviously occur.
[AGENT][NEUTRAL] At any time, but I'm wondering if.
[CUSTOMER][NEUTRAL] It's asking for the for the child social. I don't have that because we just took this over on AOR and she's already in the system.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Got you. I don't know if I, I see and I know if I even have that, to be honest.
[AGENT][NEUTRAL] I don't know if I can see that just immediately from my screen. I can see the last 4, but I can't see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I can't see the full one, but I do think though that.
[AGENT][NEGATIVE] Since we're trying to retro backdate it to [PII], that that's why you are receiving an error.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like I'm, I'm thinking that if the possibility was that she needed coverage on [PII] that it would let you go through so I'm wondering if this request because all requests that have to be retro backdated regardless of the situation like term like terming, adding, changing, most of those have to go to new business.
[AGENT][NEUTRAL] And they have to do it internally because of the retro back date so I'm wondering if that's why.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] You you got me thinking today on the Wednesday morning.
[AGENT][NEUTRAL] You got me thinking. OK, I'm going to submit this for you and so that we can add the in your email, did you tell me the information for the spouse?
[CUSTOMER][NEUTRAL] Uh, no, just because, you know, socials and stuff like that, um, I need to send it securely. I can't send it through, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can't just send it through email.
[AGENT][NEUTRAL] Do you and you can't you have an option to send it securely?
[CUSTOMER][NEUTRAL] I do. I just don't know if you can access it because it's we use uh share file. Can I give you the can I read it off to you?
[AGENT][NEUTRAL] Um, do you normally like whenever you normally send stuff through, or is this your first time with us?
[CUSTOMER][NEUTRAL] Um, no, I had used the old, yes.
[AGENT][NEUTRAL] Do you have other groups with us?
[AGENT][NEUTRAL] OK, um, so just however you've been sending them will work like we are able to receive everything prior to this, so the way that you have been sending it with the social security number securely will be fine and send me the information to get this person added to their spouse's account and then I'll send it through and then I'll just confirm that it's because we're retro backdating.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I think that that's what it is.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I'm gonna check on your request for the um.
[AGENT][NEUTRAL] For the brochure.
[AGENT][NEUTRAL] Could just be again like we're being inundated unfortunately with just all the OSC stuff so I wonder if it's just in line to be work.
[CUSTOMER][NEUTRAL] You can access those that secure file transfer site.
[AGENT][NEUTRAL] Uh, yeah, I should be we should receive an email actually from whenever you send it.
[AGENT][NEUTRAL] Did you just send it to?
[CUSTOMER][NEUTRAL] OK, just sent that through the your file transfer site.
[AGENT][NEUTRAL] OK, OK, um, and somebody is working on your request for the brochure, so we have seen it and somebody is working on it, yeah, so look for that shortly, but it is being worked on.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so I just uploaded that um it says it went through so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. If I don't see it, I have your number and and your email so I'll I'll give you a call back, but it should come in might just take a minute.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right, let me know if anything else is needed.
[AGENT][POSITIVE] I will thank you have a great day.
[CUSTOMER][POSITIVE] Thank you have a you too bye.
[AGENT][POSITIVE] Thanks bye.