AccountId: 011433970860
ContactId: e83e32f5-43c9-413b-aab8-68441bcde660
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330420 ms
Total Talk Time (AGENT): 54574 ms
Total Talk Time (CUSTOMER): 277790 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e83e32f5-43c9-413b-aab8-68441bcde660_20250213T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yeah, this is [PII], and I'm telling you your name again.
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], thank you. Um, I'm an agent. I'm on the agent portal, and I was just, um,
[CUSTOMER][NEUTRAL] Um, trying to add an employee and the client is Collier County Housing Authority.
[CUSTOMER][NEUTRAL] Do you want the group number?
[AGENT][NEUTRAL] Sure. What's the group number?
[CUSTOMER][NEUTRAL] 244-46
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, what's interesting is, um, I, I'd never seen this before, but I was adding the employee.
[CUSTOMER][NEGATIVE] Putting
[CUSTOMER][NEUTRAL] You know, new hire and then the higher date which was [PII].
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] And it puts the effective date of [PII], and it should be [PII]. It's uh eligibility for this group it's [PII] of the month after 60 days.
[CUSTOMER][NEGATIVE] Not 90 days. I don't know why that's happening cause, um, you know, for the Affordable Care Act, you can't have an effective date more than 91 days, so all of my clients, um, essentially have first of the month after 60 days. So I didn't know why, um, that's happening. I mean, I could.
[CUSTOMER][NEUTRAL] You know, put in a different start date.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I don't know, like I put down.
[CUSTOMER][NEUTRAL] Let me just put down a different date. So yeah, I, I, it's weird why the [PII], like I put [PII] and it does do it right, but when I do, let me just try [PII]. Yeah, it's right, but when I put [PII].
[CUSTOMER][NEUTRAL] [PII], it makes it [PII], isn't that weird? But I guess it's set up right, but except the math is um not adding up correctly. Obviously, I think now all of a sudden it just came to light. I think a lot of it has to do with 28 days in February.
[AGENT][NEUTRAL] Yeah, that could be true. Yeah.
[CUSTOMER][NEUTRAL] Yeah, you know what, I'll just fudge it and instead of making it to [PII], I'll just make it the [PII]. So, so I guess I, I guess I'm OK. I don't know. It's just, uh, I thought it was calculating first of the month after 90 days, but I think it's because of the higher date and the math. So I guess I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, cause, yeah, all of March and all of April would be 60 days, which is the waiting period, you are correct about that.
[AGENT][NEUTRAL] But if it's, yeah, after the [PII] of the month, maybe that also has, since it's the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have to do, well, I have to do, well, it has to do with 28 days and I'm sorry, 28 days in February, so with [PII] it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Short a day and if I put 29s I'm a so I guess the, the information is put in is just the short month of February so I'll just check.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, well if you get out of February and you, you see it still happening because obviously February is.
[CUSTOMER][NEUTRAL] I'm not too concerned. Um, I, no, it's just all of a sudden it just clicked and dawned on me that that's what's happening. So, uh, you know, obviously, um, I don't wanna, well, you know, like, for example, it's kind of weird. Like all the other carriers like [PII] Blue, Hartford.
[AGENT][NEUTRAL] OK, I was like, call us back and let us know.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, they all tell me like I put the higher date [PII], so it actually calculated it for [PII], so they all did it right, but I, I know there's a glitch in the system here, so.
[AGENT][NEUTRAL] Possibly, yeah, let me, let us know though because I don't know um.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yeah, share that with your management, your IT people, because, you know, like I think most companies and most agents, brokers, agencies, I think they kind of give credit, give full monthly credit even though there's only 28 days.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know, I think in my, in our minds is technically, you know, first of the month after 60 days is technically first of the month after 2 months, um, the following first of the month, you know, after, well, kind of 2 months, but if you think of [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Well, it's on [PII], so March, uh, and then [PII], so anyway, it's not a big deal. Um, I don't think it's gonna happen again, but I just called and all of a sudden I thought it was set up for the 390 days, but it isn't, so I'm good, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, of course. Thanks for calling.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] I