AccountId: 011433970860
ContactId: 1dd4f316-eb8f-4393-aff2-e827b24ea10c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313619 ms
Total Talk Time (AGENT): 110605 ms
Total Talk Time (CUSTOMER): 126769 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/1dd4f316-eb8f-4393-aff2-e827b24ea10c_20250328T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a broker's office, and we enrolled um a new hire for a group.
[CUSTOMER][NEGATIVE] Which gave her an anyway we have since found out that the higher date on her enrollment form is incorrect. It's earlier than that date so now her effective date is wrong and I don't know how to fix that.
[AGENT][NEUTRAL] OK, the effective is wrong. Let's see.
[AGENT][POSITIVE] All right, [PII], let's see how we get that fixed.
[AGENT][NEUTRAL] I'm gonna reach out to somebody in broker resources [PII] and see if maybe they know.
[AGENT][NEUTRAL] Um, how you would get that fixed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a second. I'm gonna place you on a brief hold. Is that OK?
[CUSTOMER][POSITIVE] Yeah, that's great. Thank you.
[AGENT][POSITIVE] Thanks. Yeah, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I I haven't had enough coffee yet this morning.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Expire date?
[AGENT][NEUTRAL] Are they effectively?
[CUSTOMER][NEUTRAL] Thank you for holding. This is [PII] or I'm sorry, thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Hey, this is [PII] over in customer care. How are you this morning?
[CUSTOMER][POSITIVE] Yes, good, how are you?
[AGENT][NEUTRAL] I'm good. I just have a quick question. Um, I have a broker on the line. Her name is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And she was doing an enrollment for like a new hire, and she said when she was doing it, the date was wrong and so she needs to change it. Do you know how they go about doing that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I mean when we get that information like on our side generally they just send in an email with the uh customer's name, the correct date of birth, and then we send that over to um I thought it was you guys to correct, but I could be wrong, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To the care it might, yeah, it might be. I mean, it says the enrollment forms come to us, but then everything else was like to you guys, so I wasn't, I wasn't sure if she just needs to send an email.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] It's really funny how that all goes like so I don't, I don't know I feel like you can just take it like over the phone to correct it but um if they send an email then we just send in a ticket so I mean what whatever way is easiest for you guys and then but um I know that they send it to the care team too sometimes it seems like we all we all cross quite a bit.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I just wanted to double check, so I, I appreciate that. Thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah yeah thank you have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you so much for waiting [PII] um so it looks like you can um just send an email where you submit the enrollment forms to the care team and then it can just get corrected um that's what they were saying in broker resources.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, um, that's [PII].
[AGENT][NEUTRAL] Do you have that
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Yup.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I?
[CUSTOMER][NEUTRAL] Just have you double check that.
[CUSTOMER][NEUTRAL] Because when I originally enrolled her online it looked like she was enrolled [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm looking at my notes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Change your
[CUSTOMER][NEUTRAL] Oh yeah, I did. I did email you guys already to ask you to change it to [PII] because.
[CUSTOMER][NEGATIVE] Oh my gosh, this has been a mess.
[CUSTOMER][NEUTRAL] OK, I will do that.
[AGENT][POSITIVE] All right, sounds good, [PII]. OK.
[CUSTOMER][NEUTRAL] I'm gonna do it right now, but I have. OK, got it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you for your help, [PII]. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.