AccountId: 011433970860
ContactId: 03923530-37ad-4704-af51-740baa60086c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 848950 ms
Total Talk Time (AGENT): 224610 ms
Total Talk Time (CUSTOMER): 124754 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/03923530-37ad-4704-af51-740baa60086c_20250421T17:09_UTC.wav
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[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling on behalf of the broker's office for RJ Blanchard Benefit Services.
[AGENT][NEUTRAL] Hey Ma, this is 10.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEGATIVE] OK, so in the OSC I've been trying to either add employees or delete, and every time I click the button it brings me to oops there's been an error.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] And have you called the IT department or you just called broker resources first?
[CUSTOMER][NEUTRAL] This is the first line I've called. I didn't really know which number to call.
[AGENT][NEUTRAL] OK. Let me see if anybody else is experiencing issues um.
[AGENT][NEUTRAL] And you, just out of curiosity, can you send me an email, um, maybe with the error message on it so I can just come and see.
[AGENT][NEUTRAL] And my email [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Wait, repeat that. I'm sorry, it's a little muffled.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just sent it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And just send it to the IT and see.
[AGENT][NEUTRAL] There's some reason I haven't got it. I just sent you an email for me.
[CUSTOMER][NEUTRAL] Wait, what did you say? Oh, it said failed.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm sorry, I just got it.
[AGENT][NEUTRAL] Yeah, um, I sent you an email to and maybe you can just reply to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I just replied.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So they're writing me back, so let's see.
[AGENT][NEUTRAL] So far she says she hasn't had any more reports that there's an error, and then I sent her a picture of what you just sent me.
[AGENT][NEUTRAL] Oh, she said, maybe you can contact customer service and your email says customer service too, um.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Give me 1 2nd. Let me get customer service on online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] [PII], this is [PII], but I don't even know if I should be calling you because now um I'm getting directions not to. So I got a person that sent me an email and it and they screenshotted the website and on the bottom of it it says, if you continue to experience issues, please contact customer service. So she called me to get customer service.
[AGENT][NEUTRAL] But [PII] says I should probably have her clear her cache and cookies on her computer, so I don't know if I should transfer to you or just to clear out her computer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, hold on one second. OK, let me start. What was your name again? I'm so sorry. I can't hear.
[AGENT][NEUTRAL] No, this is [PII].
[CUSTOMER][NEUTRAL] [PII], OK. [PII], I'm sorry, honey. Um, [PII]. So what is she wanting to do, do, she wants to set up her own, I'm I'm, I'm brains fraud.
[AGENT][NEUTRAL] No, you're from
[AGENT][NEGATIVE] No, she's trying to, she's trying to upload a new enrollment and it keeps telling her if she experiences problems, call customer service. So she was calling in to call customer service, but in the meantime, I had asked [PII], what should I do if someone gets this error message, and she told me to tell them to clear their cache and cookies. So that's why I was like, I don't know if I should even be giving her to, you know, I don't know if I should just tell her to clear it out or if it's a problem that's bigger than that.
[CUSTOMER][NEGATIVE] Oh my goodness, um, see, I can't even see what they do online, you know, when they're uploading people.
[AGENT][NEUTRAL] Me neither.
[CUSTOMER][NEUTRAL] So I don't know why we, you know, why you or me, why we get things.
[AGENT][NEUTRAL] I'm just gonna tell her to clear it out.
[CUSTOMER][NEUTRAL] Alright, and tell her that please ask her to email our email the enrollment information to our care team if that doesn't work and we'll get the person enrolled.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks, [PII].
[CUSTOMER][NEUTRAL] OK, darling.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so sorry, I was talking to them. She advised, have you tried to clear your cache and cookies and then she asked me what browser you are using.
[CUSTOMER][NEUTRAL] I'm using Chrome and I haven't cleared my cookies, so maybe that would help.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm gonna see
[CUSTOMER][NEUTRAL] OK, I did that. I'm still getting the error.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I wonder could really follow you see the money.
[AGENT][NEUTRAL] each.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Do you have Internet Explorer, or do you just have to do everything in?
[CUSTOMER][NEUTRAL] Did you ask if I have another browser?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, I have Microsoft Edge.
[AGENT][NEUTRAL] Uh, it's just out of curiosity.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] That isn't working either. It's giving me the same error.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I might need to submit a ticket. I'm gonna submit this, um,
[AGENT][NEUTRAL] As a help ticket. Is it only for like one particular person or do you notice this with like, everybody you're trying to do?
[CUSTOMER][NEUTRAL] It's forever Group.
[AGENT][NEUTRAL] Every girl, OK, and when did this start?
[CUSTOMER][NEUTRAL] Um, honestly, it's been a couple of days. I've been emailing APL a couple days.
[CUSTOMER][NEUTRAL] I'd say about 33 days.
[CUSTOMER][NEUTRAL] Before this, so probably about last Wednesday, not including this weekend.
[AGENT][NEUTRAL] Uh, let me, cause I have your contact information. I'm about to submit a help ticket and then I'm gonna send you the information for it. Um, but they're usually pretty quick and then especially since I've already been kind of talking to them about it. Um, and I'm just gonna kinda let them know this needs to be like ASAP because it's been going on for days and this is not only affecting just like one enrollment, this is affecting several, um, so we'll get this.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Put in for you, and then I'll get you an email back whenever it's completed.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Great, thank you. So sorry about that.
[CUSTOMER][POSITIVE] That's OK, thank you so much for your help.