AccountId: 011433970860
ContactId: 0cc5a45a-c07b-4006-a091-3c1814ce1663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451089 ms
Total Talk Time (AGENT): 218959 ms
Total Talk Time (CUSTOMER): 140630 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0cc5a45a-c07b-4006-a091-3c1814ce1663_20250102T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, I'm, uh,
[CUSTOMER][NEUTRAL] Um, I'm a, uh, benefits, uh, benefits coordinator, and I work on behalf of Brown and Brown Insurance. I'm trying to, uh, find some help enrolling a member in some coverage. Uh, is there, is that something that you could help me with, or is there somewhere else that I need to go?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the group number that you're, what's the employer? Do you have a group number for the employer?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] You're trying, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] medical.
[AGENT][NEUTRAL] Or if you have the name of it, I can look it up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, McFarland Electric Services. I, I have, uh,
[AGENT][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Yeah, McFarland.
[AGENT][NEUTRAL] OK, let me look it up. Hang on a second.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] McFarland Electric Services He of [PII], is that correct?
[AGENT][NEUTRAL] 21217.
[CUSTOMER][NEUTRAL] Yes, um, I have the number. It should be 21746.
[AGENT][NEUTRAL] Yep, that's what I found. Let me get to the screen over here.
[AGENT][NEUTRAL] OK, 2174. OK, and I'm sorry, you said your name was?
[CUSTOMER][NEUTRAL] That's the phone ringing.
[AGENT][NEUTRAL] All right, and you're with which agency are you with? Did you say you're with Brown and Brown?
[CUSTOMER][NEUTRAL] Yes, Brown and Brown Insurance.
[AGENT][NEUTRAL] OK, OK, perfect. OK, so you're trying to enroll online?
[AGENT][NEUTRAL] On the OC
[AGENT][NEUTRAL] Are you trying to, are you trying to add an employee to this group online? Are you trying to enroll them? Are you trying to or do you?
[CUSTOMER][NEUTRAL] I'm sorry, say that one more time.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Go ahead, sorry. I don't mean it.
[AGENT][NEUTRAL] I'm just trying to understand exactly what you're asking, sorry.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I'm trying to enroll this number onto the site. Uh, usually I'm able to do this on my own. Um, I do have portal access, but this time around I don't, I, I don't think I have access to the group. Therefore I can't, uh, so that's where you guys come in. I was wondering if you could help me with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's see. OK, let me go out here on the portal. Give me just one second. What's the effective date that you're trying to add them for?
[CUSTOMER][NEUTRAL] Um, let me see, it, it, they just have their open enrollment or that should be in their open enrollment still, so it should be, uh, effective 11.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When one, OK. Sometimes when you're past the date, it won't let you do it. So what, so you have portal access you said under this group or not under this group?
[CUSTOMER][NEUTRAL] I don't think I I don't think I have this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I see. Let's see, I don't see you having access to be able to enroll it on that. Um, let me see, hang on just a second. Let me guess if I can get out here.
[AGENT][NEUTRAL] I should be able to log in. Give me just one second.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Just to see.
[AGENT][NEUTRAL] Group number.
[AGENT][NEUTRAL] 21746.
[AGENT][NEUTRAL] It's processing. Give me just a second. OK, here we go. OK, yeah, I do have access to it. I mean, I can't, if you can eat, so you won't let you do it because you don't have portal access, so, um.
[AGENT][NEUTRAL] We can have you tried to sign up for portal access? Have they told you to try to sign up under the group or?
[CUSTOMER][NEUTRAL] Oh, well, I, I think I, well, I was trying to get this, the, the group email this to me like maybe [PII], and we were out this year, so, um, I was, if anything, then I'll just go that route. Can you send me to the person or is there someone I know?
[AGENT][NEGATIVE] Gotcha, gotcha.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] I can set you up. I can set you up for portal access and do that. I still don't think it's gonna let you add it if they're trying to be effective when when, it, it may kick it back because you're past, because if you're past the date that they need to be added, which it was a holiday, obviously, um, it probably won't let you do it. Um, I know it won't let you do it if you're past the date. So if you want to email to APL Florida sales APLFL.
[AGENT][NEUTRAL] APL dash SL dash sales and public we can try to um go ahead and get that added for you since you're past the date but yeah let me go ahead and get you uh portal access um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What? OK, spell your name for me because I'll need to add your name in and get in then I'll need your email address.
[CUSTOMER][NEUTRAL] Oh, hold on.
[CUSTOMER][NEUTRAL] Give me uh
[CUSTOMER][NEUTRAL] I don't know if I, but here, uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] OK. [PII]
[CUSTOMER][POSITIVE] Yes, yeah, yeah, you got.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] [PII], OK, sorry. [PII]. OK, so, OK, that makes more sense. OK, so fine, [PII]. OK, and what is your email address?
[CUSTOMER][NEUTRAL] It should be, so it should be my [PII].
[CUSTOMER][NEUTRAL] At the
[CUSTOMER][NEUTRAL] [PII]. So it should be [PII].
[AGENT][NEUTRAL] OK, alright, and then let's see and then what's your contact number?
[CUSTOMER][NEUTRAL] Uh, you can use uh [PII].
[CUSTOMER][NEUTRAL] 6980
[AGENT][NEUTRAL] [PII]. OK, perfect. Can you go ahead and email over that person that you're trying to add to our APL dash FL dash sales [PII]?
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And I'll go ahead, we'll get that added for you and then once I get you set up, it'll take me a few minutes. I'll you'll get an email um from us with your username and all of that and then you can have access under the group.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, you, you've been perfect.
[AGENT][POSITIVE] OK, well, you have a great day. Thanks for calling APL. Bye-bye. Thanks, bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You do the same thing.