AccountId: 011433970860
ContactId: 391c6cc4-0fb0-4daa-9adb-d210e5f3ce7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506760 ms
Total Talk Time (AGENT): 142042 ms
Total Talk Time (CUSTOMER): 101841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/391c6cc4-0fb0-4daa-9adb-d210e5f3ce7c_20250606T19:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good afternoon. I'm trying to enroll um a new employee into our plan, and I'm unable to do so on the website. It's telling me that if the effective date was prior to today's date that I needed to call you guys.
[AGENT][NEUTRAL] OK, so it's prior to the effective day.
[CUSTOMER][NEUTRAL] Uh-huh. Prior to today's date.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK. May I have your name and the group number?
[CUSTOMER][NEUTRAL] My name is [PII]. Phone number is [PII].
[AGENT][NEUTRAL] OK. May I have the group number, Miss?
[CUSTOMER][NEUTRAL] The group number is 14871.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Who?
[CUSTOMER][NEUTRAL] Would you schedule a meeting with me for us to go over because that's that's what mis OK.
[AGENT][NEUTRAL] And may I
[CUSTOMER][NEUTRAL] I'm sorry ma'am, what were you saying?
[AGENT][NEUTRAL] OK, yeah, I heard you got somebody there. OK, may I have the name and the address on file? It's OK.
[CUSTOMER][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] And OK, you have the name and you need the employee's name or my name again?
[AGENT][NEUTRAL] Uh, no, the name of the group and the address on file for verification.
[CUSTOMER][NEUTRAL] OK, the name of the group is Explore Federal Credit Union. The address is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check and see what are gonna be the steps on that one. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] All right. And let's see.
[AGENT][NEUTRAL] So are you getting any errors or it's just not letting you put it in because of the date of the effective date?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's not letting me put it in because of I guess the effective date um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Their hire date, it was, it was overlooked the hire date was in May and the um effective date of benefits was on um [PII], but it says it has like this little message that says if the effective date requested is prior to today's date.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Call you guys at the [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] All right. So let me see what's gonna be. I think we need to send something, but let me double check.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Yeah, I think we're gonna have to do this one manually.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, um, do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for Miss [PII] OK, so it has to be done through a um enrollment form. Do you have one or do you need one to be sent out to you?
[CUSTOMER][NEUTRAL] Yeah, can you send one out to me?
[AGENT][NEUTRAL] OK, yes, I can request one. now let's see.
[AGENT][NEUTRAL] Go ahead and send this request.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK request and.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] You need this um by email?
[CUSTOMER][NEUTRAL] Yes, do you have my email?
[AGENT][NEUTRAL] Yes, can you verify that for me just to make sure we have it correctly?
[CUSTOMER][NEUTRAL] Stop, I mean, gosh, I'm about to say that number. It's [PII]
[CUSTOMER][NEUTRAL] At explore, [PII]'s [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] My email.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I went ahead and send the request and you should be getting that shortly. Um, it is gonna come from, um, more than likely broker resources. They will send it out to you and once you receive it, you can send it back to us uh to [PII], OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Great.