AccountId: 011433970860
ContactId: d7a3d5d7-41e9-4f64-96e0-e1918e6f0064
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538330 ms
Total Talk Time (AGENT): 241872 ms
Total Talk Time (CUSTOMER): 191476 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d7a3d5d7-41e9-4f64-96e0-e1918e6f0064_20250129T14:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am also [PII]. How are you today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] Great, thank you. I am called, I called yesterday um while y'all were in your meeting.
[CUSTOMER][NEUTRAL] Um, and so there should be some notes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In there from the conversation I had yesterday but I was asked to call back this morning to get it cleared up. I'm calling about a member of a group with y'all who's.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Effective date when he was added.
[CUSTOMER][NEUTRAL] In the portal is a month off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] And we need to get that fixed.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Are you [PII]?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, uh, what is the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number, you know what? Um.
[CUSTOMER][NEUTRAL] OK, there is 24533.
[AGENT][NEUTRAL] 245
[CUSTOMER][NEUTRAL] Well, that's the group number. You want the member's policy number?
[AGENT][NEUTRAL] Yes, yes, I would like the member's policy number. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's 2589489.
[AGENT][NEUTRAL] Um, I think.
[AGENT][NEUTRAL] I've seen something around about this policy.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, let me check really quick, see if I can.
[AGENT][NEUTRAL] For me like
[AGENT][NEUTRAL] OK, no, I am wrong.
[AGENT][NEUTRAL] Um, OK, is it for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. And do you mind verifying really quick just for me that his um date of birth?
[CUSTOMER][NEUTRAL] 01 moment please. I knew I would need that and I forgot to get it.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm. Oh, sorry, [PII]. Sorry.
[AGENT][NEGATIVE] OK, uh, oh, I was about to say, oh, we're about to have a premium problem here as well. OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, no, no, no, [PII], sorry.
[AGENT][POSITIVE] OK, and we have him effective.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Correct. But his date of employment is [PII].
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] And they're 60 days, so it should be [PII].
[AGENT][NEUTRAL] [PII], all right. OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Unfortunately, this is a change that needs a little bit of cooking into the system. So what I'm gonna do is gonna go ahead and place a ticket for it so it can be reviewed by the supervisor, um.
[AGENT][NEUTRAL] I don't believe we have a record of the application showing his um date of hire. So what I would recommend is to send us a written notification like an email stating that his date of hire, um, stating his date of hire, the 60 day period and the policy should start in [PII], not March.
[AGENT][NEUTRAL] That way we keep uh uh the record of it and um we will go ahead and change it.
[CUSTOMER][NEUTRAL] Um, can you confirm what you show?
[CUSTOMER][POSITIVE] Interesting because when this was entered,
[CUSTOMER][NEUTRAL] The girl who, who actually processed this online.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Confirmed that she entered the
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Higher date
[CUSTOMER][NEUTRAL] So I don't know why it doesn't show it. Can you, OK, can you confirm what y'all show the waiting period should be?
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] For new hires?
[AGENT][POSITIVE] Take it really quick.
[AGENT][NEUTRAL] OK, no higher enrollment period, 60 days.
[CUSTOMER][NEUTRAL] OK, it's just a flat 60 days.
[AGENT][POSITIVE] We do have it correct.
[AGENT][NEUTRAL] Mhm. Yes, it, it is just because um.
[CUSTOMER][NEUTRAL] But,
[CUSTOMER][NEUTRAL] Does it always roll the first of the month automatically? Because technically, if his hire date was 12 months, his 60 days would be [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, cause we're showing it should be first of the month following or coinciding with.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Mhm. Yes, and it will be February, yes, to change the date, but um for me to um put the notification or place a notification, um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 60 days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They do require us like a written notification. That is why I was suggesting the email. Um, but yes, you can go to the um care team.
[CUSTOMER][NEUTRAL] OK, who do I email it to?
[CUSTOMER][NEUTRAL] OK, what's that email address?
[AGENT][NEUTRAL] Or never mind, it, it's, it, it can go directly to me. I, I will take care of it. Um, that will be [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], excuse me, at
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No worries, uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You could just write down um the effective date for the employee was um entered incorrectly. It should be um [PII] and um state the group number which is um 24533.
[AGENT][NEUTRAL] And I will go ahead and place the ticket for the change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][POSITIVE] I'm going to do that right now. So you should have that within the next few minutes.
[CUSTOMER][NEUTRAL] And then how long does that normally take for that to be updated?
[AGENT][POSITIVE] Great, let's see uh.
[AGENT][NEUTRAL] See if we got
[AGENT][NEUTRAL] Um, it should, it's not, um,
[AGENT][NEUTRAL] Very long um change but will get to um my supervisor to review it. Alright, I just received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, never mind. It was another email.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I was gonna say you shouldn't have yeah because I didn't send it yet. I was just making a note.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, but I will get to my supervisor.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I do have and I'll attach it.
[AGENT][NEUTRAL] I want it to my supervisor.
[CUSTOMER][NEUTRAL] The confirmation from when this employee was added that does show the date of hires [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'll attach it just so you have that too.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, yes, that works.
[CUSTOMER][NEUTRAL] But it's the it's the American Public Life ad employee confirmation that was done on the [PII].
[CUSTOMER][NEUTRAL] That shows the date of higher so it looks like it's just uh.
[AGENT][POSITIVE] All right, that works perfect.
[CUSTOMER][NEUTRAL] A system glitch I'm guessing, but it still needs to be fixed so I will get this sent to you here in the next few minutes and then um if you need anything else you'll let me know.
[AGENT][NEUTRAL] Yes, I will, um, I, I think it will, everything will be fine and we will just wait for that, um, um, review from my supervisor to go ahead and change that effective date.
[CUSTOMER][NEUTRAL] Right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][POSITIVE] OK. Thanks for your help, [PII].
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye bye.