AccountId: 011433970860
ContactId: 1b860e29-87d2-4c4d-b070-250c59517428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383660 ms
Total Talk Time (AGENT): 119246 ms
Total Talk Time (CUSTOMER): 140322 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/1b860e29-87d2-4c4d-b070-250c59517428_20250424T14:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling, uh, I guess your system is down. I was trying to add, um, I'm trying to add a new employee to my group.
[CUSTOMER][NEGATIVE] And it's giving me an error every time I click the add employee button. So I will see if I can get um I know sometimes you can send those templates to get the um.
[CUSTOMER][NEUTRAL] That I can add an employee, but I couldn't find.
[CUSTOMER][NEUTRAL] The last one that I sent, so I was wondering if I could get one sent to me so I can send you all the information to upload.
[AGENT][NEUTRAL] OK, um, sure, and may I have your name?
[CUSTOMER][NEUTRAL] So, my name is [PII] and my last name is [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] Sure, contact number [PII].
[AGENT][NEUTRAL] OK. What error are you getting every time you try to do that?
[CUSTOMER][NEGATIVE] Um, hold on, I'm gonna do it again. I really, it, it's just saying oops, there seems to be an error. It's like we're experiencing technical difficulties. If you continue to experience issues, uh, please contact customer service.
[CUSTOMER][NEUTRAL] I guess the number.
[AGENT][NEUTRAL] OK, um, what is the group number?
[CUSTOMER][NEUTRAL] Hold on one second, um.
[CUSTOMER][NEUTRAL] One second, I'll pull it up from my, I just need to pull up my last bill.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. The group number is 21198.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK. And just for verification, may I have the name and the address of this group?
[CUSTOMER][NEUTRAL] So, the group name is USAC Airways 693 LLC.
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's gonna be one minute. Let me first check, make sure that it's not locked or anything like that.
[AGENT][NEUTRAL] OK, so it is uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what is the date, um, that you're putting in for this member for this new employer because that, that could triggers.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] We would like the effective date to be [PII].
[AGENT][NEUTRAL] Oh yeah, that, that will be more than likely what's making this happen. OK, um, so let me just give you our the instructions on how to submit this, um, by email. Do you want to go ahead and do that, send it by email?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can send the request to [PII].
[CUSTOMER][NEUTRAL] OK, see you.
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just the.
[CUSTOMER][NEUTRAL] And just the information I would just send his his name.
[CUSTOMER][NEUTRAL] Address piece of boot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, so I need to send the last four of the social or anything?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Do you have the um
[AGENT][NEUTRAL] The documents of the, when he register.
[AGENT][NEUTRAL] Of the enrollment
[CUSTOMER][NEUTRAL] I'm try, well, I'm trying to just.
[CUSTOMER][NEUTRAL] I'm trying to register him now. He's a new employee. He started.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] His effective date would be uh [PII], so.
[CUSTOMER][NEUTRAL] Literally we are, I don't know what I've never had to send you any documents, so I'm just trying to con
[CUSTOMER][NEUTRAL] I was just trying to confirm more information I would need to send you to have them added to our group.
[AGENT][NEUTRAL] OK, uh, so I see a sample. Let me check this sample really quick. Alright, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, uh, we're gonna need the name, we're gonna need the, the date of birth, the social. So basically all his personal information.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, uh, I, and obviously what, um, what he's signing for, what he's signing for.
[CUSTOMER][NEUTRAL] Like an employee or the employee and spouse, employee and family.
[AGENT][NEUTRAL] Yes, uh, and choose if it's gonna be, if it's gonna be the employer or it's gonna be like individual, family or single parent.
[CUSTOMER][POSITIVE] Yes, OK, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[AGENT][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Good afternoon. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Oh that's it thank you so much.
[CUSTOMER][POSITIVE] Alright, you have a good day. Bye bye.
[AGENT][NEUTRAL] You too.