AccountId: 011433970860
ContactId: 17cc7963-8f4f-4ae7-aed1-7b92194d399a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318029 ms
Total Talk Time (AGENT): 148541 ms
Total Talk Time (CUSTOMER): 123157 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/17cc7963-8f4f-4ae7-aed1-7b92194d399a_20250606T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][POSITIVE] Good how about yourself?
[CUSTOMER][NEUTRAL] I'm good I'm good um I got a broker he's on the OSC on the online service center he's trying to add a member to the portal and he needs help doing.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] And with that.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][POSITIVE] Yes, I'm so sorry you broke out.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, I'm sorry. I have a broker on the line that he's on the OSC trying to add an insured and um he's having troubles. Can you assist him with that?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK. Let me give you the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The group number is 19746.
[AGENT][NEUTRAL] 46. OK, and what is his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] His name is is it did you say [PII], did you say?
[CUSTOMER][NEUTRAL] I don't know how to say that word.
[CUSTOMER][NEUTRAL] [PII] Yeah, he's the agent.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect um let me pull it up real quick.
[AGENT][POSITIVE] OK, if you wanna pass them along you are more than welcome to.
[CUSTOMER][POSITIVE] OK, here he comes. Let me put it in. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I got Miss [PII] on the line. She's in the broker resources. They're the one working with the OSC with the um online service center, OK? She's gonna assist you with that information on how to get that set up, OK.
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][POSITIVE] Hello, are you, are you having a great day today?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's getting there.
[AGENT][POSITIVE] Good, that's good.
[CUSTOMER][NEUTRAL] It's getting there.
[AGENT][NEUTRAL] Um, so I understand that you were having an issue with the OSC, um, adding an employee, is that correct?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yep, I'm trying to enroll uh a new hire.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect and are you logged into the OSC?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] OK, perfect. Let me pull it up so I can just kind of walk you through it.
[CUSTOMER][NEUTRAL] Did she explain to you the the issue that I'm I'm having?
[AGENT][NEUTRAL] Um, just that you're having an issue adding the an employee, is that correct?
[CUSTOMER][NEUTRAL] Right, the only reason it looks like the only reason I'm having the issue is because I'm trying to enroll them past the effective date. The effective date needs to be [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] He didn't explain that to you?
[AGENT][NEUTRAL] No, that could be the issue. Um, if, if you would like, um, you can send my send an email to [PII], and we can get that taken care of for you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, so just send an email with, with what information?
[AGENT][POSITIVE] Yeah absolutely so um let me pull up your group real quick and see how you this um is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] She set me up for failure. I told her she was transferring me to the wrong department. She didn't listen to me.
[AGENT][POSITIVE] Well, this is the right department.
[CUSTOMER][NEUTRAL] It's just it's not a technical issue.
[AGENT][NEUTRAL] Um, so we, we will be the people that help enroll you, but it looks like an electronic form. Do you by chance have the electronic census, otherwise I can send it to you in an email.
[CUSTOMER][NEUTRAL] I don't, yeah, if you can email that to me then I'll I'll fill it out and send it right back to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely. Is an email that's still good for you at um [PII] still a good email for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK perfect I will send this over and then when you um complete the information just there's gonna be some other plans on there um but just fill out the information that's applicable to the um employee and then we can get that passed along and and get that enrolled for you.
[CUSTOMER][POSITIVE] OK awesome so you'll send it to me and I can I can just reply right back to you?
[AGENT][NEUTRAL] Yes, sir. It's an Excel document, so you're gonna have to fill out some things just like the employee's name, um, Social Security, birthday, um the date that it needs to be effective, um, just like the basic things like that, and then once you send it back, then we can get that, that process started for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Excellent thank you so much I appreciate your help with this.
[AGENT][POSITIVE] Of course, yeah, absolutely. You have a great rest of your day, OK?
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Alrighty bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.