AccountId: 011433970860
ContactId: 46cb537b-98f1-4556-a124-226618b8205c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 536619 ms
Total Talk Time (AGENT): 214301 ms
Total Talk Time (CUSTOMER): 176726 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/46cb537b-98f1-4556-a124-226618b8205c_20250303T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the care team [PII], um, I've got Miss [PII] on the phone. She is with group number 21566.
[CUSTOMER][NEUTRAL] She is trying to do their open enrollment on the online service center and the.
[CUSTOMER][NEUTRAL] Date the year is defaulting to the year of [PII], but she needs it to be [PII] and when I talked to Brooker Resources first they said to transfer on over to group billing because their renewal process is already completed and that you guys need to probably do a OSC request to help her, but I've got her on the other line.
[CUSTOMER][NEUTRAL] And she did verify the group.
[AGENT][NEUTRAL] For open enrollment.
[AGENT][NEUTRAL] We don't have access to the kind of portal that like new business like enrollment services have access to like we can only see their invoices and stuff like the like if she's probably talking about like an eS file or something like that but like for enrollment we don't billing doesn't do anything with enrollment.
[CUSTOMER][NEUTRAL] OK, so I don't know what to do. Broker Resources said transfer to you guys so that you guys could fill out uh.
[CUSTOMER][NEUTRAL] A request for the OSC to to change that date to [PII].
[CUSTOMER][NEUTRAL] I mean [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't know what we do. I mean if you wanna transfer you here, but I don't know what we would do because we don't do anything with like the enrollment in OSC like we can't even see what enrollment services can see.
[CUSTOMER][NEUTRAL] But that's why she wanted me to transfer to you guys because the uh renewal process is already completed.
[AGENT][NEUTRAL] OK, but we still can't see any of their enrollment stuff we can only see their invoices, so I'm just letting you know that because it doesn't sound like it's something we could help with because I can only see their invoices.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, gosh, what do I do?
[AGENT][NEUTRAL] Does enrollment services or new business have a like a quick connect?
[CUSTOMER][NEGATIVE] They don't, uh, it would be customer service.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If you wanna transfer her and then if she needs to be transferred again I'll transfer it because I don't really know. I don't know what we could do, but if I can talk to her maybe get more information and try to see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, OK, I'm gonna go ahead and do that because she's been waiting for a while, um, because she waited through the broker resources too.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I'm gonna go ahead and do that and then um can you IM me and let me know what the final outcome was so if I get a call like this again I know what to do.
[AGENT][NEUTRAL] Yeah, yeah, and you said this is [PII], right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, yeah, I'll I'll, no problem.
[CUSTOMER][NEUTRAL] All right, thanks, [PII]. All right, bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, this is [PII] in the billing department.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, um, and, uh, I'm sorry, could I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and I understand, um, you're calling, um, about, uh, something in the online service center that you're needing assistance with.
[CUSTOMER][NEUTRAL] Yeah, I was trying to process an open enrollment election for an employee effective [PII] and the portal saying [PII] and that if the year is wrong to call you all.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I can't in billing we can't see any of the enrollment stuff so that's why I was trying to log in and see if there's any way that I could see what you were looking at to see if I could help you but I think that um our enrollment team is gonna have to assist you with that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um let me see.
[AGENT][NEUTRAL] Or maybe are they saying, maybe the renewal date needs to be changed to [PII], but I don't know if we can do that.
[CUSTOMER][NEUTRAL] So the renewal is already done and I think that's why.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not letting me. It's just really weird that it's showing [PII].
[AGENT][NEUTRAL] I don't know. Oh, I think you that um.
[AGENT][NEUTRAL] Yeah, I think you need to talk to enrollment services, but let me.
[AGENT][NEUTRAL] Give me one second, let me see if.
[AGENT][NEUTRAL] Yeah, give me, I'm sorry, give me like 1 or 2 minutes. Let me just see if there's someone that can assist you with this, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm doing well. How about yourself?
[AGENT][NEUTRAL] I'm doing well. Um, I, so I have a group admin on the line that is saying that they're trying to do something with their enrollment, like they're trying to process some sort of enrollment file or something in the online service center.
[AGENT][NEGATIVE] Um, but that they're getting an error because it says [PII] instead of [PII]. I was wondering, do you know what that could be or how to get a hold of like enrollment services or new business or whoever it is that handles that because I'm just not sure what they're talking about.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 21566.
[CUSTOMER][NEUTRAL] They're probably gonna have to submit an email if it's not going through online service center it's gonna have to be.
[CUSTOMER][NEUTRAL] Sent to us, but I need to figure out what they're trying to do. You can go ahead and transfer them to me.
[AGENT][NEUTRAL] OK, OK, I'm gonna go ahead and uh transfer the call and I, I didn't know that I was gonna transfer her so let me do it like a soft.
[CUSTOMER][NEUTRAL] What's her name?
[AGENT][NEUTRAL] Uh, her name is uh [PII].
[CUSTOMER][NEUTRAL] And you said she's with the group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And this is Golf Maintenance solution?
[AGENT][NEUTRAL] Yeah, and uh this she's a transfer from the care team and they had already verified her stuff.
[CUSTOMER][NEUTRAL] And we shouldn't be talking to her because she ain't listed on nothing but OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And her call back number was the one in the system.
[AGENT][NEUTRAL] Uh, this is the one they're calling from the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'm ready. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I have [PII] on the line from our customer service team who is gonna be able to assist you with this further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hi. Hi, Ms. [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, how are you? I'm doing well, thanks for asking. I've got