AccountId: 011433970860
ContactId: 064f1020-5f7a-42c5-a804-53cac3271a18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222220 ms
Total Talk Time (AGENT): 91755 ms
Total Talk Time (CUSTOMER): 92829 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/064f1020-5f7a-42c5-a804-53cac3271a18_20250417T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hey, [PII]. My name is [PII]. Um,
[CUSTOMER][NEUTRAL] I'm the broker for um the Technologies Corporation.
[CUSTOMER][NEUTRAL] Um, I was trying to make an edit to, um, an employee's, um, information in your portal, but since yesterday I've been getting an error message like every time I click on change employee.
[AGENT][NEUTRAL] OK, um, what is the group number on that?
[CUSTOMER][NEUTRAL] Uh, the group number is 8136291798.
[AGENT][NEUTRAL] OK, um, is that maybe the tax ID number because that, um, our group members are normally like 55 numbers.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, where do I find?
[AGENT][NEUTRAL] What was the, the, oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] It's 262-06.
[AGENT][NEUTRAL] 6. OK, let me take a look at that.
[CUSTOMER][POSITIVE] Sorry, I don't know what I was reading. I think that was good.
[AGENT][POSITIVE] You're good. You're good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so what was the edit that you were trying to make?
[CUSTOMER][NEUTRAL] Um, for employee [PII], I'm trying to remove.
[CUSTOMER][NEUTRAL] The spouse from the coverage?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can actually help you with that um it might not be something that is allowed in our um system because we need to have like a qualifying event to remove someone from the, um.
[AGENT][NEUTRAL] The I guess the portal so if you wanna send an email to us we can get that taken care of for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Or is there uh a way in your portal for me to send the ticket or it needs to be like.
[AGENT][POSITIVE] Um, I think it needs to be a formal email. Yes, through Outlook would be perfect.
[CUSTOMER][NEUTRAL] Through like Outlook or something.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I'm ready. What's the email address?
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it, [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. OK, I got it.
[AGENT][NEUTRAL] Yes, yep, and just include the group number and then um just say we wanna terminate his spouse, um, and then we can take, get that taken care of.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK, I got it. Thank you so much. So basically for any updates I guess I don't have access to do that, right? It's like.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah if you wanna add someone um add or change something you should have access to it or even like terminate the employee, but I think um if it's like terminating a dependent or terminating a spouse I think you need to to contact us.
[CUSTOMER][POSITIVE] Oh OK got you alright I understand thank you.
[AGENT][POSITIVE] Yeah, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye bye.