AccountId: 011433970860
ContactId: cb83706b-ac1b-4e35-8cc6-f3245fcf071a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224850 ms
Total Talk Time (AGENT): 116101 ms
Total Talk Time (CUSTOMER): 97966 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cb83706b-ac1b-4e35-8cc6-f3245fcf071a_20250117T15:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from [PII]'s office. How you doing?
[AGENT][NEUTRAL] Hey, I'm well. How are you?
[CUSTOMER][POSITIVE] Good, hey, I had a question for you. One of the employees, um, on one of our groups, we enrolled. She was gonna be effective for one.
[CUSTOMER][NEUTRAL] But the group just said um that she changed her status from full time to part time so she's no longer gonna be eligible um by the time her coverage starts um I'm on the website to um I'm assuming delete is the only option.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But there's only terminate employment laid off deceased voluntary termination or open enrollment as qualifying events. There's nothing for change of status because she's still technically employed um she's not eligible for the coverage anymore. So is there a way to indicate that other than terminated employment?
[AGENT][NEUTRAL] I mean, it would, it would probably still be um Terminate.
[AGENT][NEUTRAL] Because she's just being termed from like her meddling policy, not necessarily.
[CUSTOMER][NEUTRAL] The group
[AGENT][NEGATIVE] Right, cause she, yeah, she can't.
[CUSTOMER][NEUTRAL] Right, I mean, would it be.
[CUSTOMER][NEUTRAL] Would it still be terminated employment or voluntary term or?
[AGENT][NEUTRAL] I would, I would.
[AGENT][NEUTRAL] I would think it would still be termination. If you feel more comfortable, you can send me an email.
[AGENT][NEUTRAL] And you can explain the situation and then I can send it over to my billing department and have them turn her um it's still gonna probably be a termination regardless.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Just whatever whatever is comfortable for you, but yeah, it's, it's termination either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then if she, you know, if she comes back full time, then we'll just add her back to, we'll just reinstate her policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I can use that then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That is what I needed is there.
[CUSTOMER][NEUTRAL] Any
[CUSTOMER][NEUTRAL] Can we request to have an additional qualifying event?
[CUSTOMER][NEUTRAL] Added or to the drop down?
[AGENT][NEUTRAL] Um, we can, I mean, yeah, you definitely can send us an email and ask if we can, um, we would have to get it approved through, um, marketing, and they'd have to add it to the OSC, um, for that, um.
[AGENT][NEUTRAL] Yeah, it has to go through.
[AGENT][POSITIVE] You know compliance and all of that stuff, but we can definitely ask for sure.
[CUSTOMER][NEUTRAL] OK, yeah, you know, it's just one of those.
[CUSTOMER][NEUTRAL] One of those things.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] OK. Thank you so much, my dear.
[AGENT][NEUTRAL] Yeah, yeah, anything else?
[CUSTOMER][POSITIVE] No, you enjoy your long holiday weekend.
[AGENT][POSITIVE] Yes, you too. I hope you have a good Monday off.
[CUSTOMER][POSITIVE] Uh, any time I don't have to work it's always good.
[AGENT][NEUTRAL] All right. I think we all need it. I don't know where you're, you must be in [PII], so I hope you have good, good weather. We're in [PII] and it's supposed to snow, so I don't think we're gonna be enjoying anything outside, that's for sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh, no, it's beautiful.
[CUSTOMER][NEUTRAL] I always say as long as it's not like a hurricane or something like that I don't care what I'm doing as long as I'm at work. I, I won't watch the dry.
[AGENT][NEUTRAL] That's right. As long as we're not working.
[AGENT][POSITIVE] Well, I hope you enjoy your time.
[CUSTOMER][POSITIVE] I could always find something to do.
[AGENT][NEUTRAL] No, absolutely.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Absolutely alright well thanks for calling and let us know if we can help, OK?
[CUSTOMER][POSITIVE] Thank you have a good one.
[AGENT][POSITIVE] Thanks mhm bye.