AccountId: 011433970860
ContactId: f923006d-037d-4744-b972-bc58d38a2778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 636049 ms
Total Talk Time (AGENT): 94067 ms
Total Talk Time (CUSTOMER): 371378 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f923006d-037d-4744-b972-bc58d38a2778_20250228T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So hi [PII] so we are getting ready to wrap up [PII] integra solutions I am the renewal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we're just wrapped up everything with the, uh, carrier United and um I just looked at the information that [PII] had sent over a few days ago as to the current census, you know, enrolled population.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I wanted to send you 2 reports to cross check in your system.
[CUSTOMER][NEUTRAL] Um, these, these should be exact because they came over from the ADP EDI feed.
[CUSTOMER][NEUTRAL] And I just got this from the group and it says [PII], here are the two reports for gap enrollment from ADP. APL should be spot on with their enrollment with the feed.
[CUSTOMER][POSITIVE] So I just wanna send it to you guys. It's very nice spreadsheets, one for IMV that shows 32 people on. I just added a baby, so that might not be on. I just did it today, uh, because the baby was just born yesterday, um.
[AGENT][NEUTRAL] Oh gosh. OK.
[CUSTOMER][NEUTRAL] Yeah, so it's that it's sort of that new so um this was for a lady named [PII] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] and um.
[CUSTOMER][NEUTRAL] Uh, she now has 2 children, but on the spreadsheet it just shows her, um, it says, you know, employee child on here, but now she has 2 children on here for uh Moriber. Let me just see if I see it. [PII].
[AGENT][NEUTRAL] Is she with IMV or is she with um Integra?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, she's with Integra.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Yeah, I see [PII]
[CUSTOMER][NEUTRAL] [PII] is the husband and [PII] is the uh is a child and we just added yesterday or this morning, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So he hasn't shown up yet.
[CUSTOMER][NEUTRAL] Yeah, but it would be, it wouldn't be expected that that would be on yet.
[CUSTOMER][NEUTRAL] So this is I'm sending you.
[AGENT][NEUTRAL] Oh, all right there?
[CUSTOMER][NEUTRAL] Oh, are you there? OK, yeah, well, not in, not in the, uh, EDI feed.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, maybe on yours, so that's that and then the second email I'm gonna send or the second spreadsheet is the spreadsheet of um.
[CUSTOMER][NEUTRAL] Of IMV.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So hopefully these match up perfectly. Should I send this to you? Should I send it to Florida teams? Who should I send this to?
[AGENT][NEUTRAL] Please send it to the [PII] team. I'll let [PII] know it's coming.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we'll
[CUSTOMER][NEUTRAL] So I'm sending it right now and I'm just putting in the subject line um integra solution slash IMV uh um enrollment confirmation for [PII] renewal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just please we wanna just make sure that you know you line up with with the people that we have on on the uh gap.
[AGENT][NEUTRAL] All right. Are there any right off the top of your head that you can see that were effective for IMV? Well, I'm looking at Integra solutions.
[AGENT][NEUTRAL] Um, that were effective 3-1.
[CUSTOMER][NEUTRAL] Um, let's see, alright, let me open this back up, so there's.
[AGENT][NEUTRAL] That might be new.
[CUSTOMER][NEUTRAL] Well, hopefully the feed came over. If there is, it isn't many. Let me look at the uh employee date of birth, employee data hire.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where's the effective date?
[CUSTOMER][NEUTRAL] Well, let me see if there's any here's a [PII] data player, but he's already on.
[CUSTOMER][NEUTRAL] No dates of higher in 25.
[CUSTOMER][NEUTRAL] Other than the one that's already on, OK, so that's not, that's the answer is no on that one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me look at the other one.
[CUSTOMER][NEUTRAL] The second one here date of hire.
[CUSTOMER][NEUTRAL] I see a [PII], but he's already on.
[CUSTOMER][NEUTRAL] I see a [PII].
[CUSTOMER][NEUTRAL] Nope, nothing in 25.
[AGENT][NEUTRAL] OK. All right. I'm showing currently we have 26 at Integra enrolled.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] And around 31 or 32 with IND.
[AGENT][NEUTRAL] Let me see what we have with IMP.
[AGENT][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So let me see what I count over here.
[CUSTOMER][NEUTRAL] I thought I count right I'm I'm going into.
[CUSTOMER][NEUTRAL] Let's see what this is here. I'm in IMV right now. I'm opening IMV.
[CUSTOMER][NEUTRAL] OK, I am, let me tell you what I have here.
[CUSTOMER][NEUTRAL] OK, here we go 12.
[CUSTOMER][NEUTRAL] I'm showing 32.
[AGENT][NEUTRAL] OK, so it looks like we're missing just one.
[AGENT][NEUTRAL] Uh, we'll, we'll check against what they have. Yeah, we'll check against what they have and see.
[CUSTOMER][POSITIVE] Yeah, I'm gonna, I'm gonna turn it back up one more time.
[AGENT][NEUTRAL] Where the difference is.
[CUSTOMER][NEUTRAL] OK, I'm gonna count it one more time going back up. Hang on one second. 12.
[CUSTOMER][NEUTRAL] 32, yeah, I count 32 over there.
[CUSTOMER][NEUTRAL] And um Integra.
[CUSTOMER][NEUTRAL] Let me see what we count over here for Integra.
[CUSTOMER][NEUTRAL] Oh, it's a little I think it's a little hard to count because they have all of the um.
[CUSTOMER][NEUTRAL] They have all of the dependents in here.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] And they have the dependent in lines here so it makes it.
[CUSTOMER][NEUTRAL] It's not really lining up for me to be able to do it that way let me just see here.
[AGENT][NEUTRAL] OK, don't, don't worry about it, [PII]. We'll, we'll figure it out.
[CUSTOMER][NEUTRAL] OK, alright, I'm sending this over right now.
[AGENT][NEUTRAL] OK, and then the other night when you called me and you were asking about [PII].
[AGENT][NEUTRAL] He's not, he's not showing, yeah, he's not showing in IMV or in Integra.
[CUSTOMER][NEGATIVE] Yeah, we returned them.
[CUSTOMER][NEUTRAL] Yeah, he's gone.
[CUSTOMER][POSITIVE] Yeah, that's fine because we were charming him anyway.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm just preparing to send this now IV, so I'm calling this the integral solution slash IMV.
[CUSTOMER][NEUTRAL] Slash IMB APL.
[CUSTOMER][NEUTRAL] 31.
[CUSTOMER][NEUTRAL] Renewal.
[CUSTOMER][NEUTRAL] What, what should I call it? um.
[AGENT][NEUTRAL] Is this from AD ADT?
[CUSTOMER][NEUTRAL] Alright, renewal
[AGENT][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] From ADP.
[CUSTOMER][NEUTRAL] Um, comparison, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's what I called it.
[CUSTOMER][NEUTRAL] And I just want to say in the body here.
[CUSTOMER][NEUTRAL] With the attached I.
[CUSTOMER][NEUTRAL] Let's call it Integra.
[CUSTOMER][NEUTRAL] OK, Integra Solutions, which is, uh, what's the Integra Solutions number I think it was 23755 number 23755 and and the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] IMV is
[CUSTOMER][NEUTRAL] Number 266.
[AGENT][NEUTRAL] 6696.
[CUSTOMER][NEUTRAL] 99 6.
[CUSTOMER][NEUTRAL] OK, enrollment.
[CUSTOMER][NEUTRAL] Enrollments enrollment, um.
[CUSTOMER][NEUTRAL] Roster
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and I'm just gonna say, please.
[CUSTOMER][NEUTRAL] Their
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Matches
[CUSTOMER][NEUTRAL] These enrollments.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] The groups
[CUSTOMER][NEUTRAL] 3125 renewal.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] All right, [PII]. Well, if I don't talk to you again, you have a great weekend, OK?
[CUSTOMER][POSITIVE] You do the same. I appreciate you take care. Should I, should I put this just to [PII] or and copy anybody else or just [PII]?
[AGENT][NEUTRAL] Just send it straight to [PII]. All of us have access to it.
[CUSTOMER][NEUTRAL] OK, send it right now.
[AGENT][POSITIVE] All right, perfect.
[CUSTOMER][POSITIVE] Thank you, thank you. Take care. Thanks, bye bye.
[AGENT][POSITIVE] No problem. Bye-bye.