AccountId: 011433970860
ContactId: 1f3d8817-3513-4529-a48a-d9ce2d79de11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428619 ms
Total Talk Time (AGENT): 102237 ms
Total Talk Time (CUSTOMER): 267848 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1f3d8817-3513-4529-a48a-d9ce2d79de11_20250603T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] could you pull up group number um.
[CUSTOMER][NEGATIVE] So it just fell out of my brain here. It's um.
[CUSTOMER][NEUTRAL] 26696
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking to see if you have an employee insured uh for this is through Integra Solutions. Her name is [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, um, it came up as IMV management is that the one you wanted or Integra?
[CUSTOMER][NEUTRAL] Yes, I am the management.
[AGENT][NEUTRAL] OK, OK. I am not seeing a [PII].
[CUSTOMER][NEUTRAL] OK, and how about under corporate? Do you have it under Integra? I just wanna make sure I'm not duplicating anything.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] So the other account number do you need it?
[AGENT][NEUTRAL] I believe I have it. Is it 23755?
[CUSTOMER][NEUTRAL] Yes, correct, yeah, I just wanna see if she's anywhere in there and then I'm gonna tell you why I'm asking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I am not seeing her in there.
[CUSTOMER][NEUTRAL] OK, I'm gonna send you an email. [PII] worked for I worked for IMV.
[CUSTOMER][POSITIVE] And she just got a promotion and she's now going to be working at Integra Solutions Corporate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And because of that, uh, they pay for the employees with APL. So I just got an email from the group that said it said [PII], this I am the employee had a work event where her benefit eligibility class was changed from hourly to corporate slash salaried as a result of this promotion. She's elected her benefits which are shown attached. Please ensure to update with APL. So, um, we want to put her on APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, she's gonna come. I'm gonna send you an email with all of her information right now. I have, uh, name, her address, date of birth, her so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And are you, are you wanting the effective date to be 61 or does she need to follow the waiting period?
[CUSTOMER][NEUTRAL] Correct, 61.
[AGENT][NEUTRAL] 61 OK.
[CUSTOMER][NEUTRAL] No, no, no, 61, she's already been, yeah, she's already been on the medical, so we wouldn't, we, we wouldn't do that. So in the, um, let me just make sure I do this right, it's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, I'm sending it secure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So we're gonna add her I don't know if we're changing her division or not that's the thing I don't really know.
[AGENT][NEUTRAL] So I think since we don't have her, we don't have her in the system so we would just yeah so we would.
[CUSTOMER][NEUTRAL] I would say right now.
[CUSTOMER][NEGATIVE] Listed at all we're not changing the difference.
[AGENT][NEUTRAL] Yeah, we wouldn't, um, need to change division. We would just do her as like a new higher enrollment, but I can make a note to have her effective date a 61.
[CUSTOMER][POSITIVE] Yeah, and she works she works at.
[CUSTOMER][NEUTRAL] She works at 4 Fish, so you know they how they have the divisions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's in the division 4 fish.
[AGENT][NEUTRAL] 4 fish. OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Yeah, that's her division.
[CUSTOMER][NEUTRAL] I'll just put that on here just to make it a little clearer here.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Division.
[CUSTOMER][NEUTRAL] 4 fish OK.
[CUSTOMER][NEUTRAL] Yeah, so unless they tell me differently, I mean, uh, she's, she went corporate, but I still think she's in the IMV for fish division.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I just, I'm sending this to the [PII] address correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I put in here please add the below employee [PII] to the Integras no I shouldn't say Integra Solutions corporate division.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] She was promoted from IMB to court. I don't know how I'm supposed to even say this, um, because it gets so confusing.
[AGENT][NEUTRAL] So she is just, I would just do it basically as a new hire. So since she's, it's not changing, I would just tell us where we need to enroll her, um, and then we can, and we can do that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I just said please add the below employee, yeah, please add the below employee uh for 61. OK, alright, so let me just move the attachments so I'll keep this simple and um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, it makes more sense to keep it simple. OK, control copy gonna go ahead and.
[CUSTOMER][NEUTRAL] Discard that we'll put it on a new email.
[CUSTOMER][NEUTRAL] Put it over here.
[CUSTOMER][NEUTRAL] OK, alright, I'm sending it to you right now.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Alright, and the subject line I just put uh IMV.
[CUSTOMER][NEUTRAL] IV slash add.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or enroll, they enroll.
[CUSTOMER][NEUTRAL] NAPL.
[CUSTOMER][NEUTRAL] And I'll put her name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII] enroll in APL send it to the [PII] address.
[CUSTOMER][NEUTRAL] OK, I've got her name, address, date of birth, date of hire or effective date I should say 6 months.
[AGENT][NEUTRAL] Social Security.
[CUSTOMER][NEUTRAL] Yeah, we'll use [PII] um but do you need her date of higher then, right?
[AGENT][NEUTRAL] Um, yes, I would do her date of hire of when she was originally hired.
[AGENT][NEUTRAL] In the company.
[CUSTOMER][NEUTRAL] OK, I'll tell you that because I'm in ADP employment portal right now. She was originally hired [PII], but then you're gonna wonder why she can come on benefits right now, you know what I'm saying?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'll make a note. It's OK.
[CUSTOMER][NEUTRAL] Alright, so this is date.
[CUSTOMER][NEUTRAL] Of higher [PII]. OK, this is all because of the promotion that's what happened.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Alright, do you want me to put promotion in here anywhere or you got it?
[AGENT][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] OK all right I'm just hitting send. I just sent that over.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][POSITIVE] All right, so you should have it and we'll be good.
[AGENT][POSITIVE] Alrighty sounds good.
[CUSTOMER][POSITIVE] All right. Have a nice day. I appreciate your help.
[AGENT][POSITIVE] Absolutely, you as well.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] OK