AccountId: 011433970860
ContactId: 2f8c8048-3e7a-44ca-8cf6-6524b4bea27d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260440 ms
Total Talk Time (AGENT): 139642 ms
Total Talk Time (CUSTOMER): 103811 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2f8c8048-3e7a-44ca-8cf6-6524b4bea27d_20250106T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from RCS. How are you?
[AGENT][POSITIVE] I'm doing good, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good thanks. Hey, so I am reviewing and making some changes for my open enrollment and I did my first employee without realizing that it put the OE date for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I click open enrollment it pulls up the [PII] date instead of the date for [PII].
[AGENT][NEUTRAL] Oh, OK. Um, well, I can help you with that, [PII]. May I have your um group number? So we need to get the enrollment date to say January.
[AGENT][NEUTRAL] First I'm assuming, or [PII] though, yes, OK.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, let me see, I don't know where to find it. Let's see.
[AGENT][POSITIVE] Take your time, you're fine.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or what's your group name? I can look it up that way.
[CUSTOMER][NEGATIVE] It should be RCS LLC and yeah and so oh my goodness so I just popped out of my um employee information and now I don't know how to get back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To the day, oh, it's OK.
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] Um, because actually, hold on one moment, I just found the group, so I'm pulling it up now.
[CUSTOMER][NEGATIVE] I'm gonna have to log out and log back in because I don't know how to get back to where I need to be.
[CUSTOMER][NEUTRAL] I don't, you know, we don't make in here a whole lot, so.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] You're totally fine. Um, actually, to make the change, you don't even have to do it on the online service and it'll be an email, um, but I just need you to verify, you've already given me the group name, um, just your address, phone number, and then your email address.
[CUSTOMER][NEUTRAL] My address is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] And what else you needed?
[AGENT][NEUTRAL] The group's phone number?
[CUSTOMER][NEUTRAL] Oh my office phone number. I found it. My office phone number is [PII].
[AGENT][POSITIVE] All right and thank you.
[CUSTOMER][NEUTRAL] I needed to hit that home button.
[AGENT][NEUTRAL] Oh, thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So all you'll need to do is send an email to care team, um, so it's [PII] and just let them know basically the same thing you were um.
[AGENT][NEUTRAL] Try to enroll the employee, but it enrolled under [PII] and it needs to be [PII] and they'll send it over to um new business and they'll get it corrected for you.
[CUSTOMER][NEUTRAL] OK, so I need to, so continue to enter the employees' information and then send the email to care team and tell them that those enrollments need to be for [PII].
[AGENT][NEUTRAL] So has the enrollment been submitted already?
[CUSTOMER][NEUTRAL] No, I'm doing it right now.
[AGENT][NEUTRAL] I, because it's the [PII], I would just send it to the care team and I'm saying that because um I had a call on this previously and there's a glitch in the online service center that's showing July, I mean, [PII], so I don't want to get anything mixed up. I would just let care team do it. I mean, unless you want to, but I do know that they know that's something going on with the eligibility date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right, so I have a ton of employees that I mean I, I'm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It's not a
[CUSTOMER][NEUTRAL] So it's care. OK, give me the email address again.
[AGENT][NEUTRAL] Care [PII]
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] This is the email you'll use, um, if you, any changes you want to make to the group phone number, you want to add people as points of contact, this is the email you'll send everything to, um, and.
[AGENT][NEUTRAL] Um, enrollment, terminations, I mean, you do have the online service center as well, but you can send it to care team also.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all thanks.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.