AccountId: 011433970860
ContactId: 41a0bab0-90ac-457a-9ffa-b14812d2673d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405239 ms
Total Talk Time (AGENT): 115226 ms
Total Talk Time (CUSTOMER): 204895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/41a0bab0-90ac-457a-9ffa-b14812d2673d_20250617T18:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, so, um, I am a broker and uh we're trying to terminate an employee from the system for one of our groups, and it says um to call this number because it keeps giving us an error message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Um, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm. And what error is it giving you?
[CUSTOMER][NEUTRAL] Um, it's, it's for this group. Let me give you the group number 8, the group number is 26883.
[CUSTOMER][NEUTRAL] And then I'm trying to terminate, so I, I go to remove insured, right? In the new system here. Terminate employee date of change. I put [PII] her term date. Next step it says I'm deleting all policies for this insured. I acknowledge. Then I hit remove employee and then real quick on the right, it just says error. There was an error processing your request. If this error persists, please contact customer service and has your number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, all right, um, let me go ahead and see. It looks like all everything that is regarding the OSC, the new OSC has to go to broker Resources. So let me go ahead and explain to them over the phone to see exactly what's going on and see if I need to transfer over to them or to customer service, OK? Bear with me just a second, Ms. [PII]. And I just, um, you're welcome for verification. May I have the name of the group just to make sure I'm looking at the right one.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] The group is Triton Submarines LLC.
[AGENT][NEUTRAL] OK, perfect. And your email address for verification, Ms. [PII]?
[CUSTOMER][NEUTRAL] My email address, um, it, it goes to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, thank you. OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] Hey so how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a broker on the line, Ms. [PII]. She said she's trying to remove a member and um she keeps getting an error.
[CUSTOMER][NEUTRAL] Like remove them um on like the OSC.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Should I transfer here or should I transfer you to customer service, uh, you know, they will, they tell us that everything that's regarding OSC has to be the source of broker resources. I don't know if that have changed or not.
[CUSTOMER][NEUTRAL] I'll talk to her.
[CUSTOMER][NEUTRAL] Um, not necessarily. I mean, if she's getting an error like it might be an IT situation, so we're just gonna have to, um, get like a screenshot and like send it over if I can't help her so.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Ah, gotcha, gotcha. OK. All right. Well, let me go ahead and give you the group number, that's 26883.
[CUSTOMER][NEUTRAL] It's whatever.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] 268-3 is that what you said?
[AGENT][NEUTRAL] 268-8328.
[CUSTOMER][POSITIVE] 883 OK perfect.
[AGENT][NEUTRAL] Mhm. OK, and her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, here she comes. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line and broker Resources. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII]. How can I help you? Hi, [PII]. Um, I was just assisting um in terminating an employee from Triton.
[CUSTOMER][NEGATIVE] And you know with your new system I've just done it a couple of times but now I'm following it here where I, I go to remove employee and it tells me that my let me just do it again it says error there was an error processing your request if this persists, please call customer service.
[CUSTOMER][NEUTRAL] Mm, I've tried it a few times.
[CUSTOMER][NEUTRAL] 26.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So Triton Submarines LLC 26883 and you're are you in?
[CUSTOMER][NEUTRAL] And you're in our new system?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] That's bizarre. I don't see that this group has a.
[CUSTOMER][NEUTRAL] Um, an LSC, are you logged in like in the group site or like on the brokers site by chance or like where are you, um, I'm logged in. I'm a broker. I'm an assisting broker.
[CUSTOMER][NEUTRAL] Oh got you OK and then so are you with?
[CUSTOMER][NEUTRAL] Shazam benefits then yeah mhm OK, perfect. OK, let me switch that might be my problem.
[CUSTOMER][NEUTRAL] Um, to be honest, I really don't know like why it would be giving you that error. Um, the only thing that I can suggest is if you send us an email with the screenshot of the error error we can try to send it through to um our IT. Um, have you cleared your cache in a while?
[CUSTOMER][NEUTRAL] In like the settings of your web browser?
[CUSTOMER][NEUTRAL] Probably not.
[CUSTOMER][NEUTRAL] Let's do that first while I'm on the phone. Let's clear the cache and I can walk you through it if you're not that because I forget how to do this all the time. Yeah, so if you go to your browser, the.