AccountId: 011433970860
ContactId: 237fb260-d3ab-40f0-9192-f13227d581cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466820 ms
Total Talk Time (AGENT): 160618 ms
Total Talk Time (CUSTOMER): 189878 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/237fb260-d3ab-40f0-9192-f13227d581cb_20250102T15:30_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with um I think it might be under Big River or MSquare Solutions. Um, I'm trying to set up, I know I'm a day late, but, um, some of the employees that requested, um, accident, um, for accident and cancer and critical illness, um, policies effective [PII] for our open enrollment and as I'm trying to put it in, it's saying the effective date is requested is prior to today's date to call.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what is the group number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, let me.
[CUSTOMER][NEUTRAL] Let me see if I can get to let me cancel this one out, um.
[CUSTOMER][NEUTRAL] Group
[CUSTOMER][NEUTRAL] I don't let me just go to my invoice and see it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see, uh, with an invoice number it's under MSquare Solutions.
[AGENT][NEUTRAL] It would be the PRD number.
[CUSTOMER][NEUTRAL] OK, I'm just waiting for an invoice to pop up so I can get it.
[CUSTOMER][NEUTRAL] Hold on, let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy, uh.
[AGENT][NEUTRAL] You see the PRD number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm not it's not showing me a PRD on this one.
[CUSTOMER][NEUTRAL] It says the department.
[CUSTOMER][NEUTRAL] Let me, I think it just opened up in Excel. Let me go PDF.
[AGENT][NEUTRAL] M square Solutions.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I think I got it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Ms. [PII], what is the address for the group, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, it's [PII] or [PII]. Yeah, I see the invoice right now. It's group 26127.
[AGENT][NEUTRAL] There you go.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] I found it after.
[AGENT][NEUTRAL] You did find it. Well, that's, you know, that's good. So I've got you pulled up. And do you mind verifying your um email and phone number?
[CUSTOMER][NEUTRAL] [PII] and my email is [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you. And do you mind holding just one moment? Let me get you to our uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] The correct department for further assistance, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing well. How are you?
[AGENT][POSITIVE] I'm doing well, thank you for asking. Listen, I have got group number 26127 on the line.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they are calling um
[AGENT][NEUTRAL] She was trying to add.
[AGENT][NEUTRAL] Some members to the group for the accident, critical illness, and all that. And she's saying that she's getting an error stating that it was the effective date is
[AGENT][NEUTRAL] Pass the time.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And, and I apologize, um should I be calling the group billing or?
[AGENT][NEUTRAL] I was looking in the um.
[AGENT][NEGATIVE] Guru card and I couldn't see who to transfer this to.
[CUSTOMER][NEUTRAL] Yeah, if, if she's trying to add someone, isn't that, uh, like customer service for enrollment maybe.
[AGENT][NEUTRAL] Well, I was trying to look for the um quick connection I couldn't see yeah I'm gonna get the I think it is customer service. I think I'll call them I think.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He's free. I was like, I don't know, but I'm gonna try and see. I.
[CUSTOMER][POSITIVE] Yeah, it's OK and happy New Year. I hope it was a good one for you.
[AGENT][POSITIVE] Yeah, it was. I hope it was for you as well. Thank you for your help. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye you too.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I have a group contact, well, she's trying to add some members to her group and it's stating that the.
[AGENT][NEUTRAL] Effective date is past the enrollment date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you help her?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right. You can go ahead and handle, um, send her over, sorry. Oh my goodness.
[AGENT][NEUTRAL] That's right. It's group number 26127.
[AGENT][NEUTRAL] And I do have [PII] on the line. I verified all of her information.
[CUSTOMER][NEUTRAL] 26927.
[AGENT][NEUTRAL] 261-27.
[CUSTOMER][NEUTRAL] 261.
[AGENT][NEUTRAL] M squared solutions.
[CUSTOMER][NEUTRAL] All right, and let me pull up the.
[AGENT][NEUTRAL] And she says she knows she's she's a day behind but it won't let her add because of the.
[AGENT][NEUTRAL] D
[CUSTOMER][NEUTRAL] OK, even if it's the date, you will have to send, send them over so we can enroll them.
[CUSTOMER][NEUTRAL] But go ahead and send her over. I'll let her know.
[AGENT][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh my. Thank you, [PII]. You have a great day. I forgot your name.
[AGENT][POSITIVE] Have a wonderful day, [PII]. Let me get her on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Miss [PII], thank you. I have [PII] on the line. She's going to assist you further, and I hope you have a very happy new year.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Hi how are you? Hi, I'm doing good um I was just I said you were trying to enroll some uh new employees within the group but you are not being able to. Alright, since it is already um outside of the period that um they were supposed to do, um, be enrolled even if it's a day it won't allow you anymore um what I can recommend is to uh send us over the list so we can personally enroll them.
[CUSTOMER][NEUTRAL] OK, um, what, how would y'all want it done? like what would you need on there because I can type it all up and send it to you, um.