AccountId: 011433970860
ContactId: f255854e-bfed-4db7-aef5-3775e68eb378
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500220 ms
Total Talk Time (AGENT): 246660 ms
Total Talk Time (CUSTOMER): 320183 ms
Interruptions: 17
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/f255854e-bfed-4db7-aef5-3775e68eb378_20250428T19:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm an agent down in [PII], um, and I work through [PII], who's the broker of record.
[AGENT][NEUTRAL] OK, how can I help you?
[CUSTOMER][NEUTRAL] Um, I have a question. I brought on a client, um, maybe let's see, when did they start, I guess at the beginning of the year, um, and they have the Medlink product and they're asking me about, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh gosh, what is it it's uh anemia drug, um, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh now I can't find it. Let's see. I always have, I have like 1000 different screens open right now. Um, Epigym, she just wanted to see if that's something that would be covered.
[AGENT][NEUTRAL] Do you have a group, uh, groups the group number for this group?
[CUSTOMER][NEUTRAL] Yeah, let me see if I could send it the other part of this.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] If not, I can look it up by name or if you have her policy number, either one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, Decoscape is the name.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] And I'm looking at Decoscape D E C O S C A P E.
[AGENT][NEUTRAL] Decoscape, OK.
[AGENT][NEUTRAL] Alright, I can look that up. Give me just a second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Tecoscape LLC let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2686.
[AGENT][NEUTRAL] And what's the name of the person that you're calling in regards to?
[CUSTOMER][POSITIVE] The right um there's new is the new HR director actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so [PII], I don't think she's enrolled just yet, so that was my other question.
[AGENT][NEUTRAL] Yeah, OK, so you're wanting.
[AGENT][NEUTRAL] Oh yeah, I don't see you enrolled. Um, so you're wanting to know if that medication is covered under the Medin policy?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, I don't know if it'll, I don't think it lists out the type of medications. Generally if it's covered by the major medical, but let me get somebody in our claims department that can answer that question for you. Um, so hold on just one second, OK. Did you have any other questions for me on the cell side?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, just, I guess mostly on the process side. So if I have, um, you know, somebody has a ques, you know, when they give you new enrollments, sorry, I'm on two different calls here, um, when they're doing enrollments, um, I don't know if we set them up for automatic enrollment in our system, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So but I just wanted to just double check and see what kind of paperwork is needed for any new hires that come on board.
[AGENT][NEUTRAL] Um, if you have portal access, um, on our, on our website, um, whoever has access can add you can add new hires out there as long as it's prior you like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Good afternoon everyone. How's it going? I think we
[AGENT][NEUTRAL] Like if it's supposed to be effective 5.
[CUSTOMER][NEUTRAL] Yeah, I think we do. I have to check and see. I'll find out through our executive admin.
[AGENT][NEUTRAL] OK, OK. OK. Otherwise you can just email.
[CUSTOMER][NEUTRAL] You know, and that can be an electric.
[AGENT][POSITIVE] Yeah and if for some reason you don't, you can email our sales team and we can you know get it added for you.
[CUSTOMER][NEGATIVE] Yeah, OK, let me find out because my, my account manager is not responding and I hate that, you know, so I have to do.
[AGENT][NEUTRAL] So let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you, got you, totally understand.
[CUSTOMER][POSITIVE] I like doing it all, you know, yeah.
[AGENT][NEUTRAL] Yeah, I mean, I can look out there for this group. Hang on just a second, let me see.
[AGENT][POSITIVE] Yeah that's great. Let me look at that real quick.
[CUSTOMER][POSITIVE] and uh so you know you just know what's wrong, absolutely, no, that's perfect.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Uh, well, she's probably, um, just finishing up a previous meeting and we'll jump on any second, so, oh, and speaking of there he is. So, OK, um, I bought some items that I'll share on my screen. [PII], is it OK, is it, is it what's the name of the person? Is it um.
[AGENT][NEUTRAL] I do show, I mean, there's an admin on here for deco but it looks like it's probably the people.
[AGENT][NEUTRAL] At the employer group, so, um.
[CUSTOMER][NEUTRAL] Not [PII]. Well, [PII]'s the now person, but before it was, oh my gosh, she's not here anymore. What's her name? Yeah, yeah, mhm, she's no longer with the company, yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, yeah, she's on there. Yeah, I don't see.
[AGENT][NEUTRAL] OK, OK, so I guess someone from the company whatever needs to if they want someone else to be on there they just need to email our sales team with the information on who needs who that needs to be changed to.
[CUSTOMER][NEUTRAL] I will be your lead as executive of LLH um so I'll kind of just been leading you through the implementation process um and then [PII] who I mentioned earlier, he is my counterpart. OK, what can I do that for them or um.
[AGENT][NEUTRAL] Um, yeah, you can send an email and give us the information on who's the new contact person for the group.
[CUSTOMER][NEUTRAL] OK, and who, who do I send the email to? I will be uh team on the LO side um so there's at [PII] OK and I'll just introduce um [PII] as the new.
[AGENT][NEUTRAL] Send it to um APL.
[AGENT][NEUTRAL] [PII] sales.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, HR director.
[AGENT][NEUTRAL] Group contacts. Uh-huh, yeah, yup. And then we can get that changed.
[CUSTOMER][NEUTRAL] Yeah, is that what is that what [PII] was before it was a director or was she a manager or?
[AGENT][NEUTRAL] Um, I don't know. I don't, it doesn't say on my screen. It just says she's the group contact, so we just need whoever the new person is that's that you may say that [PII] is no longer with the company. Please add this new person and give us their email address and contact phone number so we can get them added.
[CUSTOMER][POSITIVE] I'm my age and I'm bringing this. I'm gonna got one of the owners there's two of us, myself and [PII] my wife lock I think we'll get back in.
[CUSTOMER][POSITIVE] OK, OK, I'm gonna add everything just now. Let me do that, right, uh, and, and if you can find out about the drug, that'd be awesome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah, let me get someone from claims. Give me just one second.
[CUSTOMER][NEUTRAL] [PII] a couple quick questions for you, um, so like also over so I heard you said you said you should payroll.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Money.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Hi, who am I speaking? Oh, [PII], sorry, [PII], I didn't mean my phone cut out. This is [PII] Resources. I have a question.
[AGENT][NEUTRAL] Um, I've got a broker's office on my other line, and they're calling about this Medlink 9 policy, just generically, like if they have a medication like for anemia or something like that, as long as their health insurance covers it, we would cover that more than likely, right? I'm not trying to guarantee any benefits, but in that generally how it works is if their insurance would cover it and it's not excluded under our policy, then it would more than likely be covered because we don't have a list of drugs that would be payable.
[AGENT][NEUTRAL] Or does it not cover pet drugs? I'm sorry.
[CUSTOMER][NEUTRAL] If it's given it.
[CUSTOMER][NEUTRAL] If it's given in the doctor's office?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Then we will fall under their office treatment, the office treatment writer for the Metli 9.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But they don't do pharmacy. There's no pharmacy.
[AGENT][POSITIVE] No pharmacy period. OK, perfect. Well, that answers my question. Thank you so much. I appreciate it. You have a good day.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] You're so welcome. Thanks you as well. Bye bye.
[AGENT][POSITIVE] Mhm. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] And OK, so what is it sensitive treatment so it's called sensitive treatment when it's done in the doctor's office.
[AGENT][NEUTRAL] OK, I spoke with the claims department, so there's there's not a pharmacy drug coverage under the policy.
[AGENT][NEUTRAL] But it's kind of, it's covered, it's considered treatment in the doctor's office if they were to receive like an injection for it in the doctor's office.
[AGENT][NEUTRAL] Say that again.
[AGENT][NEUTRAL] I guess she said it's attached to their offices that writer, but there's not an actual drug benefit to just be part of their treatment if it was done in the doctor's office.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Good, OK, alright, let me, let me let her know that and then maybe she can have some more questions. Alright, awesome, thank you so much. I'm sending the email right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, you're most welcome. You have a great day and if you have any other questions just let us know, OK?
[CUSTOMER][POSITIVE] Thank you so much take care.
[AGENT][NEUTRAL] You too, bye bye.
[CUSTOMER][NEUTRAL] Are you guys