AccountId: 011433970860
ContactId: e0caecbb-b783-423d-8311-c3a3505c7cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392019 ms
Total Talk Time (AGENT): 141274 ms
Total Talk Time (CUSTOMER): 225986 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e0caecbb-b783-423d-8311-c3a3505c7cd7_20250425T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I have a group on the line. Uh, they use a third party platform for their enrollment, and she's had some questions about that, um, because she has a member that hasn't been enrolled, um, and I was just looking at our guru article and it says to transfer to broker resources.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Uh, do you need the group number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] That's 236-78.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Speaking to the group contact A [PII] and call back [PII].
[CUSTOMER][NEUTRAL] And then she said they use um ASD customer service for the third party platform for enrollment.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hm, OK. I'll do my best to help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I'm gonna get her on the line and introduce you. thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, uh, [PII], I have, uh, [PII] on the line. Oh, sorry about that. I have [PII] on the line with Broker Resources. She's gonna assist you, OK.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Hi, it's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Um,
[CUSTOMER][NEUTRAL] We had an employee that got on his health insurance back in October, and he also wanted the gap insurance. He got enrolled in the health insurance, but not in the gap, and I've been trying to find out well what's been going on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now that I have 3 other employees that are gonna be getting in the health insurance, that there's a possibility that they're gonna want the gap insurance.
[CUSTOMER][NEUTRAL] Sort of started thinking going backwards that there is a form that is required for the gap insurance.
[CUSTOMER][NEUTRAL] I don't have at some point I.
[AGENT][NEUTRAL] Like an enrollment form?
[CUSTOMER][NEUTRAL] Yeah, for each employee.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And perhaps maybe that's where, that's why he was never enrolled, but our agent for some reason.
[CUSTOMER][NEGATIVE] Should have mentioned that and I haven't been able to reach out to them.
[AGENT][NEUTRAL] OK, so you just need an enrollment form in order to get them on the gap plan like to send it over for us to enroll, is that what you're saying?
[CUSTOMER][NEUTRAL] Uh yes, but in this particular person since October.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He should have been enrolled but he's not.
[AGENT][NEUTRAL] OK, so, so they were saying that there was a third party platform that you guys use for if they're on health insurance like on major medical they could of course enroll into our gap plan. We just have to know who to enroll, so whether you send us an enrollment form or whether you use a third party, we just need to know. It doesn't automatically happen.
[AGENT][NEUTRAL] So is that where it's
[AGENT][NEUTRAL] Is that what it, like, what's happening?
[CUSTOMER][NEUTRAL] Oh yes, when I, when I, when I send it to, I sent the application for his insurance, I also told them that he would like to have a gap insurance. How would I enroll him?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And I never found out anything else, but.
[AGENT][NEUTRAL] And the the broker is not answering you?
[CUSTOMER][NEGATIVE] I didn't get anything any information back from them.
[AGENT][NEUTRAL] OK, I'm just trying to make sure that it.
[CUSTOMER][NEUTRAL] Now, when I, when I, when I went back, I realized that
[CUSTOMER][NEGATIVE] I had other employees before that when I had to get them enrolled in that, after the enrollment period, because there were no hires, there was a form. So I'm like, maybe that's what was missing from me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] And maybe that's why I wasn't able to get him enrolled.
[AGENT][NEUTRAL] OK, yeah, I'm just making sure that you hadn't told us.
[CUSTOMER][NEUTRAL] But I need to have somebody give me a form.
[AGENT][POSITIVE] Yeah, OK, yeah, no worries at all. I'll send you the um.
[AGENT][NEUTRAL] The Excel spreadsheet version in case you have multiple ones and then I'll send you just for like one person if you just have one at a time.
[CUSTOMER][NEUTRAL] Yeah, I will prefer one because their, their enrollment periods are, you know, they're 60 days of, of enrollment is they're not in the same time frame. They're coming in different periods.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I wanna get a head start this month to see if I do it correctly because it's really breaking my heart that I failed this time.
[AGENT][POSITIVE] Oh no worries at all. um, if you'll send the one that needed [PII]'s, um.
[AGENT][NEUTRAL] To be enrolled in [PII] if you'll just go ahead and send that through just as soon as you can fill out the application, we can always send it to new business to see if they will retro back to October. Have you been accepting premium for him?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Since October.
[CUSTOMER][NEUTRAL] Yes, he, he's, he's insurance. He's, no, not for the gap.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, not for gap. OK, just making sure.
[CUSTOMER][NEGATIVE] Since he's not enrolled, I'm not gonna, I'm not gonna, I'm not gonna take mone[PII] if he's not in it.
[AGENT][NEUTRAL] Understood. OK, yeah, um, is your the best email still [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm going to
[AGENT][NEUTRAL] I just sent it.
[CUSTOMER][NEUTRAL] Yes, and I'm gonna put in a different binder because I think if I use the last one, maybe that's what happened.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's not like that we do a lot of new hirings we're a very small company.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] Butter every so often.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Something comes along, and sometimes they say yes, sometimes they say no. Perfect, it looks just like the one I need.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] All right, good deal.
[CUSTOMER][NEUTRAL] OK, I will fill this out, have him sign it, see if he still wants it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And hopefully he can get at it. If not, unfortunately, yeah, he may just have to wait for the next enrollment.
[AGENT][NEUTRAL] OK, yeah, just send it to us and we'll see what new business says.
[CUSTOMER][NEUTRAL] Which is in August September.
[CUSTOMER][POSITIVE] All right. Sounds like a plan. I thank you so much for your help, and I am sorry to bother you about it.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Oh no worries, no worries. I hope you have a great day thanks for calling.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] Bye.