AccountId: 011433970860
ContactId: 471b1923-f7dc-4e43-9946-9e44f6602827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642700 ms
Total Talk Time (AGENT): 195701 ms
Total Talk Time (CUSTOMER): 213476 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/471b1923-f7dc-4e43-9946-9e44f6602827_20250514T19:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] To complete the hiring process.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm actually here with uh with another HR rep, [PII]. We're here at Cosmo International, and we're trying to make um changes to our policy online. We were able to remove um employees who have been terminated, but we need to add a couple and add their, their family members, etc. Is that something you can help me with?
[AGENT][NEUTRAL] Um, yes, ma'am. Uh, what is your group number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Good, good, good.
[CUSTOMER][NEUTRAL] Invoice it has to be on the invoice. Give me a second.
[AGENT][NEUTRAL] Should be a PRD number or something like that.
[CUSTOMER][NEUTRAL] you have the invoice.
[CUSTOMER][NEUTRAL] Say it one more time.
[AGENT][NEUTRAL] It should be like a PRD number. It's usually a 5 digit number.
[AGENT][NEUTRAL] 4 or 5
[CUSTOMER][NEUTRAL] Yeah, I'm trying to open the invoice online but it says data error so let me.
[AGENT][NEUTRAL] I can find it.
[CUSTOMER][NEUTRAL] Let me try to go to.
[CUSTOMER][NEUTRAL] Print invoice.
[AGENT][NEUTRAL] And you said it was Cosmo, C O S M O.
[CUSTOMER][NEUTRAL] The number 6530.
[CUSTOMER][NEUTRAL] Say it again. 253-09. Does that help you?
[AGENT][POSITIVE] OK, yes ma'am, thank you.
[CUSTOMER][NEUTRAL] But she said, oh, OK.
[AGENT][NEUTRAL] OK, and do you mind verifying the date of birth, uh, the address? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And can I get a good call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. That's my direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And can you verify your, your email address for me, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're needing to see how to add employees or.
[AGENT][NEUTRAL] And the smell.
[CUSTOMER][NEUTRAL] Yes, we have a couple to add and then a couple family members of employees that are already on the plan that need to be added.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We already deleted them online, the ones that needed to be deleted, they're they're done online but we can't add um family members.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] And and you're getting an error message, right?
[CUSTOMER][NEUTRAL] No, I can't see, I, I can't add uh family members to a current employee. For example, [PII].
[CUSTOMER][NEUTRAL] We need to add his wife that just joined the the program.
[CUSTOMER][NEUTRAL] But I'm going in to change employee.
[CUSTOMER][NEUTRAL] And it's, it's just his information. It, it doesn't allow me to add a a spouse.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get some information here.
[AGENT][NEUTRAL] Uh, I'm sorry, I'm, I am not used to you're, you're part of the, the online service center, so I'm looking up the instructions to see if I can find them. Sorry, it's taking a while.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It's great
[CUSTOMER][NEUTRAL] And I know she she'll have that uh information by tomorrow yeah because yes we need to get paid by next.
[CUSTOMER][POSITIVE] So when you get entered OK perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It says to open your invoice and click on the add button in the billing details navigation bar.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] That's the problem. I'm trying to open the invoice and won't. It says it's data error.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Say, say it one more time? I'm sorry.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Open the invoice and what?
[AGENT][NEUTRAL] Click on the add button in the billing details navigation bar.
[AGENT][NEUTRAL] And then add their
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] But that's for a new employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that for a new hire or when it says qualifying event?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes ma'am, last name is.
[CUSTOMER][NEUTRAL] [PII], I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] Let me see if I can get somebody in our billing department that can help you with that. They're they're more knowledgeable on.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The group
[AGENT][NEUTRAL] Part of the online service center um.
[AGENT][NEUTRAL] Is there anything else that I can help you with in customer service before I get you with someone in billing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, not at this time. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL [PII], and you have a great day and hold and I'm sorry I wasn't able to to help much, but let me get the billing department see if I can help you further.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine, [PII] how are you?
[AGENT][NEUTRAL] I'm good. I have um a group on the phone that's trying to add employees and add um.
[AGENT][NEGATIVE] Family members to employees policies on the online service center and I, I pulled up the instructions and everything and tried to help but I can't.
[AGENT][NEUTRAL] I'm not familiar with the the groups side of the online service center.
[AGENT][NEGATIVE] And I wasn't able to help her too much.
[CUSTOMER][NEUTRAL] What's the, what's the group number?
[AGENT][NEUTRAL] The group number is 25309.
[AGENT][NEUTRAL] I verified the address. It's [PII] on the phone and I've got her callback number.
[CUSTOMER][NEUTRAL] What's that callback number because um adding family members, I'm not sure how you do that.
[AGENT][NEUTRAL] Yeah, I don't either.
[AGENT][NEGATIVE] And I, I pulled up the guru cards and it was not.
[AGENT][POSITIVE] Helpful at all for me.
[CUSTOMER][NEUTRAL] Are they trying to do it on the online service center or Navigators? Yeah, I don't know anything about Navigator. So you said you had [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] No, on the online service center.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And a good call back number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. It's a direct line to her.
[CUSTOMER][NEUTRAL] OK, and she's wanting to add.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Onto the online service center make corrections.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, and you said you verified everything, um.
[AGENT][NEUTRAL] I, I verified uh.
[CUSTOMER][NEUTRAL] Or email address.
[AGENT][NEUTRAL] Um, there I might find her email address on the online service center and I verified the address and I got her, her callback number.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, and her email?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh [PII]. something.
[AGENT][NEUTRAL] Uh, right, yeah, I did.
[CUSTOMER][NEUTRAL] So you, you verified all that so that's that's fine, that's fine.
[CUSTOMER][NEUTRAL] Oh, she can't make any changes on but send her on.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] They've got an EFT scheduled for the [PII] and I can't do anything so but send on.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Thank you. Here she is.
[CUSTOMER][NEUTRAL] Well, we, we'll help her.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I found my phone.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, [PII]. This