AccountId: 011433970860
ContactId: 3f0a6ab2-78f8-405d-aab9-acf4ff553c53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 714080 ms
Total Talk Time (AGENT): 344189 ms
Total Talk Time (CUSTOMER): 237354 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/3f0a6ab2-78f8-405d-aab9-acf4ff553c53_20250519T18:35_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, this is [PII] with the City of Electra, and I was just recently added on to um the American Public Life website to be able to maintain and add new employees each month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] But I am not I'm on the website now and I'm not finding where I need to do that. Is there any way I could have somebody walk me through with adding an employee?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, we can definitely assist you with that, Ms. [PII], but before we proceed, is it possible to get your callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And you said you were with the city of Electra. Do you happen to have the group number?
[CUSTOMER][NEUTRAL] Yes, it is a group number let me find it 12696.
[CUSTOMER][NEUTRAL] Just trying to see this back.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And can you verify the group's mailing address for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Say that one more time for me.
[AGENT][NEUTRAL] Can you verify the group's mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You said you were added now were you added in addition to the contact? Can you give me the contact's name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you for that. And Ms. [PII], I just need you to verify your email address. I wanna make sure we have it correct as well.
[CUSTOMER][NEUTRAL] It's [PII]. No, so sorry, [PII].
[AGENT][POSITIVE] Yes ma'am. OK, thank you for that. Alright, so I am showing that you're registered and you said you wanted to get some assistance to add a new employee. So if you just give me one second, I'm gonna assist you with that. So you already logged into the group, correct?
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It should be at the top, but let me make sure I'm gonna have to pull out my form, so bear with me.
[CUSTOMER][NEUTRAL] that
[AGENT][POSITIVE] Gonna see if I can help you without having to transfer you.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] freaking nuts.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I know, you're fine. My system's moving a little bit slow. Bear with me.
[AGENT][NEUTRAL] OK, so you're gonna have to open the invoice to add an employee.
[CUSTOMER][NEUTRAL] OK, open the invoice. Um, I don't think we have any open invoices open an old one.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] OK, let me see it says to add an employee to your current open invoice.
[AGENT][NEUTRAL] Click on the add button and billing details.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] No, that should be it. Hang on. Give me just a second.
[CUSTOMER][NEUTRAL] The only thing I would see that would make sense to add an employee um it says download reports under my employees and it says add employee but.
[CUSTOMER][NEUTRAL] My um my coworker that does this normally she said that was just to add them to the invoice that wasn't to enroll them into the um actual benefits because it doesn't ask like the social security, the home address, anything like that.
[AGENT][NEUTRAL] And I thought you guys were able to do it online.
[AGENT][POSITIVE] But that's what I'm looking at. Yeah, what you just tell me is what actually what I was just reading, it does.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Say download the report, report downloads Excel files so you can sort and save and print.
[AGENT][NEUTRAL] OK, so, OK, do you have it open where it says my employees?
[CUSTOMER][NEUTRAL] Um, my employees, yes.
[AGENT][NEUTRAL] OK, so after it says below my billing is my employees click on the plus sign to expand the section.
[CUSTOMER][NEUTRAL] OK, say that one more time. I was, it was hard to hear you. I'm so sorry.
[AGENT][NEUTRAL] It's OK, so it says click the plus sign to expand the section.
[AGENT][NEUTRAL] Of my employees, so you should be able to see it.
[AGENT][NEUTRAL] Let's see, my places.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Plus phone.
[AGENT][NEUTRAL] Yeah, do you see it or does it have a download report link?
[CUSTOMER][NEUTRAL] Download reports, yes.
[AGENT][NEUTRAL] Bear with me. I'm trying to make sure this is making sense. Let me read it a little bit further.
[CUSTOMER][POSITIVE] There's a plus there's there's a plus sign on already active employees what.
[AGENT][NEUTRAL] Yeah, that seems what it's telling me too.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEGATIVE] It doesn't appear like it's allowing you to do it from what this form says, and I thought you guys could.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Do it. Um, so let's do this. Let me check your products and if I can, I'll just email you a form.
[AGENT][NEUTRAL] In the meantime, I'm gonna get with my supervisor to see because, and I apologize. I don't wanna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Give you the wrong information. I wanna make sure that I'm clarifying right before I tell you. So I'm gonna go ahead and send you guys a template that we normally use anyway, and it has all the details that we need as far as the group's demographics, uh, well, excuse me, the insured's demographics.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So I'm gonna email it to you but it could be it could be utilized with anyone um within the office.
[CUSTOMER][NEUTRAL] Let me change that, OK.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] And if you'll just email that form back to us, we can get them issue today.
[CUSTOMER][NEUTRAL] Um, and then what, sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you're gonna email that to my work email?
[AGENT][NEUTRAL] Yes ma'am, at the [PII], um, and just for future and I'm gonna put on here the email address that I'm gonna get you to send it to is actually our corporate email they get everything in house and transfer it to the correct department. Um, it's just best to get things sent there um in case I'm ever out they'll be able to get on top of it too as well, um, but you can send it back, copy me on it if you need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so this is
[CUSTOMER][NEUTRAL] OK, OK, and this is not gonna be the normal process each time, right? It's just for this time or?
[AGENT][NEUTRAL] Just this time until I can clarify. And what I will do is I will either call you back or I will email you to verify, um, either way on what we can do, Ms. And just to verify the number to reach you back at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am and I do have one more question for you while we're on the phone.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I show, I show that we have one employee that, um, let me see, I think he is on here twice.
[CUSTOMER][NEUTRAL] Well, let me see, I thought, do you see him anymore on here twice, but you do.
[AGENT][NEUTRAL] Let me look at that.
[CUSTOMER][NEUTRAL] Go you're gonna have to go down to the bottom here is first, but on the previous page go to the very go to number 2 page 2. [PII], that's all. Mhm.
[AGENT][NEUTRAL] What's the name of the employee?
[CUSTOMER][NEUTRAL] Maybe I think you took them off because I don't see him on here anymore unless you go to page 3.
[AGENT][NEUTRAL] He is on there twice.
[CUSTOMER][NEUTRAL] And make sure he's not on the phone. Oh, he is, yeah.
[AGENT][NEUTRAL] Yeah, why is he on there twice?
[CUSTOMER][NEUTRAL] It's just once though right here oh this twice, yeah.
[CUSTOMER][NEGATIVE] And she, she's put on there multiple times I've watched her type in it's a duplicate please cancel or take off and it still continues to be on there.
[AGENT][NEUTRAL] I was wondering if you guys were submitting stuff electronic, but it does show issue types paper.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I need you to do for that is just email me back and let me know that he needs to be well, excuse me, that he's on there twice if we can research it. And what, I see him on there, but I just need to have documentation on what happened. And I think
[AGENT][NEUTRAL] Yeah, he, he got issued electronically one time. That's weird. Bear with me, let me look at something else.
[AGENT][NEUTRAL] Just email me and let me know that he's on there twice. And let me give you both of his policy numbers.
[AGENT][NEGATIVE] It should have picked up and it shouldn't have got issued. I do apologize, but he is paid current he is active. It's 259-315-8.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then 259-315-9.
[AGENT][NEUTRAL] And I'm gonna keep an eye out for that email too so as soon as I see both of those, well, you can put it all on one as soon as I see that email I'm gonna pull it and let you know we've got it taken care of and then like I said, in the meantime, let me figure out exactly how the online service center is supposed to work with you guys adding manually, and I will either email you or contact you back before the end of the day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'll work thank you.
[AGENT][NEUTRAL] Alright, thank you for calling APL. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] I think that's it.
[AGENT][POSITIVE] Thank you again for calling APL and you guys have a wonderful day as well. You're welcome. Thank you. Mm bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.