AccountId: 011433970860
ContactId: 3a8c5fa3-3d2c-402e-9fd5-90091fc87399
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391209 ms
Total Talk Time (AGENT): 148335 ms
Total Talk Time (CUSTOMER): 224380 ms
Interruptions: 8
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/3a8c5fa3-3d2c-402e-9fd5-90091fc87399_20250415T16:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII] in the care team. I hope I've got the right person.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I've got Ms. [PII] on the phone. She is with the agent's office of uh Allison Jericho with group number 26,330. She is trying, uh, from the agent side of the online service center to add a new employee.
[CUSTOMER][NEGATIVE] And she's getting errors and I can't see the agent side. I can see the um group side and the username for the group but I I don't see any information for the agent side.
[AGENT][NEUTRAL] Or what is she, what do you know what her um effective date she's tried to put in?
[CUSTOMER][NEGATIVE] No, I did not ask for that. She just said that she kept getting errors.
[AGENT][NEUTRAL] It's probably because of the effective date. I bet she's trying to do 41 and if it is anything past the current date it's gonna throw up errors because that would have to go to um yeah I would have to go to new business for them to uh retro date the back yes I mean I can talk to her if you want but whatever you wanna do if you wanna ask her that and like I yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Add it manually, OK.
[CUSTOMER][NEUTRAL] OK. Let me ask.
[CUSTOMER][NEUTRAL] Um, let me go back to our
[CUSTOMER][NEUTRAL] Yeah, let me ask her real quick if that's what she's trying to do, OK? It's gonna be quick hold I'll be right back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] she is trying to put it in with effective date of today.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] It's um let's see [PII].
[CUSTOMER][NEUTRAL] And she's asking if she should call back because we've come back and forth.
[CUSTOMER][POSITIVE] No, I'm gonna get you some help.
[AGENT][NEUTRAL] I barely.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] What's her specific error saying? Like, is it saying that it's outside the effective date or it's outside of the.
[CUSTOMER][NEUTRAL] She just said she's.
[CUSTOMER][NEGATIVE] No, she didn't give me the error. She just said it was giving her error messages and she's tried it 6 times.
[AGENT][NEUTRAL] And just send it to me. Let me see if I can.
[AGENT][NEUTRAL] Um, let me see if I can just ask, yeah, of course.
[CUSTOMER][POSITIVE] OK, alright, thank you, [PII].
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how are you today? My name's [PII], and I, I'm good. I am trying to, I'm on the broker agent end and I am trying to enroll a new member effective today and every time when I log in it is um telling me that there's an error.
[AGENT][NEUTRAL] I'm well how are you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And when I called they said there's nothing technical happening and um I'm just trying to get the member enrolled if that's OK if you can help me that would be great.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What's the error message say?
[CUSTOMER][NEUTRAL] The error message 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 the number and option 4.
[AGENT][NEUTRAL] Mm it's weird um I don't, it sounds like an OSC problem. What I would advise is if you would just send the application of the new hire to us and then we can process it on our side.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I want to see if I can just grab um an enrollment form. Just give me one second because this.
[CUSTOMER][NEUTRAL] This is done through Employee Navigator and we're not linked like to you guys it's not on a feed so wait let's see [PII] let's see if I can grab his.
[CUSTOMER][NEUTRAL] Documents, American Public Life. I think I can download this.
[CUSTOMER][POSITIVE] Oh awesome. Um cool. I can, I can.
[AGENT][NEUTRAL] Is it for me is it [PII]?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] They say it's my form, it should be fine. I, yeah, OK.
[CUSTOMER][NEUTRAL] Yes, yes, [PII], OK, so tell me please a um.
[CUSTOMER][NEUTRAL] An email address to forward this to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] So [PII] sales.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Yeah, yeah, you got it.
[CUSTOMER][NEUTRAL] Alright, cool. So wait a minute, what do I have to, OK, let's APL dash Florida dash sales, right? Is that right? Sales at public life it was saved in my um in my drafts. Let's see if um.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It should be it should be the FL dash sales [PII] [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, I believe it's the same one.
[AGENT][NEUTRAL] The APL dash Florida dash sales is just what it keeps like the name of it as if that makes sense but that yeah.
[CUSTOMER][NEUTRAL] FL dash sales OK.
[CUSTOMER][NEUTRAL] OK, alright, so.
[CUSTOMER][NEUTRAL] And you need and I'll put the OK I'm gonna attach and your name? I'm sorry.
[AGENT][NEUTRAL] Yeah, it's OK, [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'm going to send this over and I'm just gonna download the the file and send it over to you, OK? And now will you send me a confirmation when it's.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yeah, we'll send it to new business and then, yeah, a new business we'll send you um confirmation that it's complete if you find that you're still getting that error, please call us back because it could be an OSC problem which is we'll send that to the OSC department but we haven't had anybody call with anything that has been so it could just be like a one off but let us know.
[CUSTOMER][NEUTRAL] Um, processed and completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, because I've logged out logged in and I've been at this for a little bit and I tried to do some other stuff and go back into it, but yeah, OK.
[AGENT][NEUTRAL] A little bit, yeah. Yeah, just, yeah, let us take care of it this time, but let me know if it continues, OK?
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][NEUTRAL] Of course, you too. Bye.