AccountId: 011433970860
ContactId: 30af24c7-98cf-48ad-9559-746eba85f5f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370989 ms
Total Talk Time (AGENT): 112587 ms
Total Talk Time (CUSTOMER): 147498 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/2025/04/18/30af24c7-98cf-48ad-9559-746eba85f5f1_20250418T18:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I am trying to, we're, we're in open enrollment at the moment and I'm trying to make some changes and add new employees to the APL plan and every time I try to do a change or an addition, it gives me an error message until it told me to call customer service.
[AGENT][NEUTRAL] Mm, OK. I can help you with that. Um, can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] Let me pull that up really quick.
[CUSTOMER][NEUTRAL] Where would I find that online? Because I'm in the website right now I don't see the group number on here.
[AGENT][NEUTRAL] Uh, PRD number or group number?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It just has business name. It doesn't have, let me see if I have it with our policies. One sec.
[AGENT][NEUTRAL] OK. What, what is the name of the group and I can look at it that way.
[CUSTOMER][NEUTRAL] OK, I think I found something here. MLIV.
[CUSTOMER][NEUTRAL] M as in mother, L as in Larry, I as in igloo. V as in Victor, and we're Phoenix American Warranty Company.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, 16163.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, do you mind verifying the address?
[CUSTOMER][NEUTRAL] Our address is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's what's the error message that you're getting um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It says oops there has been an error looks like we're experiencing technical difficulties. If you continue to experience issues, please contact customer service and that's the [PII] number and it says option 4.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] That's all that it says. And I've been trying the last like 3 days. So, I, every day I was like, OK, let me give it another day. Um, but yeah, so it's
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] There's gotta be something going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll look up and see what if I what I can find out here.
[AGENT][NEUTRAL] I'm sorry, I'm, I'm not.
[AGENT][NEUTRAL] Used to the the groups side of the.
[AGENT][POSITIVE] The portal, but I'm, I'm gonna do my best here.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And what, what are you putting in for the group number there?
[AGENT][NEUTRAL] 16163.
[CUSTOMER][NEGATIVE] It doesn't ask me for a group number I I I just log in and then I go, yeah, and then I go right to my employees and add new employee and that's when I get the error message.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I only have 3 options when I log in. I have my billing, my employees, or recent activity. So when I click on my employees, I can either search for a current employee that already has coverage to make changes or if I'm adding a new employee, there's an add employee green button and that's what I clicked and then that's where the error message came up and then when I tried to edit a current employee their coverage because they were going from employee plus spouse to employee and and family it I also got the same error so it's not letting me make any changes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] And this is our busiest time of year right now because we're in open enrollment so.
[AGENT][POSITIVE] Oh, yeah, I'm so sorry.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, I might need to send something to our IT department to get it um reset.
[CUSTOMER][NEUTRAL] OK, that's fine. I mean we still have, we still have, yeah, open enrollments until the mid of middle of next week, so we still have I still have time and I know that I can go in and input it after the fact too, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and let me check one more thing, hold on.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 163
[AGENT][NEUTRAL] It could be because your your uh group is in renewal hold um is why you're not able to add or change yet and as soon as I get that out of hold um and get everything set up on our end for your open enrollment then then it should let you go through um but I will send an email as well just to be sure that's the problem.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and can you find out when that when that hold will be done so then I know when I can go back in?
[AGENT][POSITIVE] Uh, yes ma'am, I will.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And and this phone number you gave me is that a direct line to you Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, this is my mobile number you can reach me there or you can also email me with my email address is it's on file. You should have that information.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I will get that to you. Alright, thank you. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, that's it. Have a great weekend.
[AGENT][POSITIVE] Uh you too and thank you for calling APL. Goodbye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.