AccountId: 011433970860
ContactId: 1b3d0f66-b259-4c0b-940f-14707b886089
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486070 ms
Total Talk Time (AGENT): 204683 ms
Total Talk Time (CUSTOMER): 199560 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/1b3d0f66-b259-4c0b-940f-14707b886089_20250226T21:10_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] Hi [PII], my name is [PII] I'm calling you from an agent's office. Uh, I have a feeling your website might be having a bit of a problem. I'm trying to enroll a new hire into one of our existing groups that we've had with you, and when I enter the date of hire as November for a, I'm sorry, December for a [PII] effective date.
[CUSTOMER][NEUTRAL] Since the group's waiting period is first after 60 days, your system is saying the date entered is outside the effective date window.
[CUSTOMER][NEUTRAL] So I'm wondering why that is.
[AGENT][NEUTRAL] OK, so, so then you're with an agent's office, is that correct? And you're trying to enroll a new hire in the OSC but you're getting that error message?
[AGENT][NEUTRAL] Saying it sir.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, yes, I can.
[CUSTOMER][NEUTRAL] I can give you the group number of the group.
[AGENT][NEUTRAL] OK, so first off, [PII], what is your last name?
[CUSTOMER][NEUTRAL] It's spelled [PII]
[AGENT][POSITIVE] OK. Thank you. And a good callback number for you, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the group number?
[CUSTOMER][NEUTRAL] 23499. The name of the company is Brickle Bay Animal Hospital.
[AGENT][NEUTRAL] OK, so give me just a moment to get the um group's information pulled up and then I will need to verify a few things with you first for security purposes.
[CUSTOMER][POSITIVE] Fantastic. Take as long as you need.
[AGENT][POSITIVE] Alright, thank you very much. So first off, if you could please verify the um address for the group.
[CUSTOMER][NEUTRAL] Sure thing.
[CUSTOMER][NEUTRAL] Group address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then who's the agent of record for this group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, what is your email address?
[CUSTOMER][NEUTRAL] My first name initial [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so give me just a moment.
[AGENT][NEUTRAL] And you're logged in as.
[AGENT][NEUTRAL] It's the broker, is that correct? I mean, under the broker's access.
[CUSTOMER][NEUTRAL] Yeah, I'm logged in right now.
[CUSTOMER][NEGATIVE] Yeah, I'm logged in right now, yes, and I'm, I'm at the group when I, you know, when you hit add employee, the first thing that it asks is reason for enrollment new hire. I hit date of hire I put [PII], and number one, it's giving me the wrong effective date. It's giving me an effective date of [PII]. That's wrong because again waiting period should be [PII] of the month after 60 days.
[AGENT][NEUTRAL] Yeah, OK, give me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Which would be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So give me just a moment uh to look at a couple of things here.
[CUSTOMER][NEUTRAL] Take as long as you need.
[AGENT][NEUTRAL] Alright, just a moment. I may need to get you connected so then with one of our broker resources.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Team members to help you with this on.
[AGENT][NEUTRAL] On that, um.
[AGENT][NEUTRAL] Do you mind letting me get you connected to Barker Resources and I'll let them know.
[CUSTOMER][NEUTRAL] No, take as long as you need like I said.
[AGENT][NEUTRAL] Yeah, I'll let them know um.
[AGENT][NEUTRAL] I wanna look at one more thing.
[CUSTOMER][NEUTRAL] OK, is there any way that you can confirm if what I'm saying is accurate is the group waiting period in your system first after 60 days?
[AGENT][NEUTRAL] I believe.
[AGENT][NEUTRAL] I can look to see about that.
[CUSTOMER][NEUTRAL] Because that'll at least give us an idea as to one of the issues.
[AGENT][NEGATIVE] No, that is not what I showed. I showed 90.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] First, after 90 days. OK, so if that was the case.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I put this gentleman's date of hire as [PII] for a 31 effective date. Why does it say the date entered is outside the effective date window, you know what I mean?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I believe that in the online service center that it has something with it that has to do with the 60 days that they must be entered in in the portal within 60 days.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] From the date of higher, I believe is what that is, but I don't want to, yes, I believe.
[CUSTOMER][NEUTRAL] OK, that, that makes sense. That, that would make sense, but we, we, I don't, I, I don't know if that's the case, so transfer me to whoever so hopefully they can help me out and get this person enrolled.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. So is there anything else that's say before I do transfer you?
[CUSTOMER][POSITIVE] No. You've, you've been super polite and helpful and I really appreciate your time.
[AGENT][POSITIVE] Oh, well, well, you're very welcome. It was my pleasure and thank you again for calling APL. I hope that you have a wonderful evening.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Uh-huh. Yes, sir. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hi, [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good today [PII]. What's going on?
[AGENT][NEUTRAL] Well, I have a gentleman by the name of [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He is, uh, right? He is with um [PII]'s agency, and he's calling on group 23499 Brickle Bay Animal Hospital. And I did verify and his email is the same as um [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, I've I've talked to him before.
[AGENT][NEUTRAL] OK, do you want his phone number?
[CUSTOMER][NEUTRAL] Yeah, I, I can see it right here on the on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. I'm assuming I didn't let me, let me look because you know sometimes that's not always the number they're calling from. Let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But yes, this happens to be the correct number but anyway he's trying to enroll someone in the OSC for this group, but he's getting that error message that he's outside of the time frame.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] And also, he asked me to verify what the new higher enrollment period was in the system because he says it should be [PII] of the month following 60 days, but we show it to be 90.
[CUSTOMER][NEUTRAL] Yeah, that's what I see as well so you can send them my way and then we can make some corrections.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. Well, thank you so much, Ms. [PII]. It was good talking to you.
[CUSTOMER][POSITIVE] You too, [PII], have a good one.
[AGENT][POSITIVE] Alright, have a, you too. Thank you.
[AGENT][NEUTRAL] Bye bye.