AccountId: 011433970860
ContactId: 4ee00eb6-ea36-44d4-a605-4025cf309ebc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523400 ms
Total Talk Time (AGENT): 169808 ms
Total Talk Time (CUSTOMER): 343528 ms
Interruptions: 5
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4ee00eb6-ea36-44d4-a605-4025cf309ebc_20250626T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you very much, [PII]. Good morning. My name is [PII] and I'm calling from the casino Dania Beach in the human resources department.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I need assistance regarding one of the employees that.
[CUSTOMER][NEGATIVE] He is in the in the group but he shouldn't be there.
[CUSTOMER][NEUTRAL] And that's what I need your help please to to remove his record from the the employees that have got.
[AGENT][NEUTRAL] So he should not have a policy, is that what you're saying?
[CUSTOMER][NEUTRAL] Yes, yes, because I'm sorry, yes, he was trying.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] No, no, it's OK I just wanted to make sure I understood correctly.
[CUSTOMER][NEUTRAL] OK, OK, sure, sure, sure, do you want?
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] The what do you need the policy number for our group?
[AGENT][NEUTRAL] Yeah, the, well, the group number, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. 16372.
[AGENT][NEUTRAL] All right, let me get that pulled up.
[CUSTOMER][NEUTRAL] And the name is.
[CUSTOMER][NEUTRAL] Perfect Daia Entertainment Center LLC.
[AGENT][NEUTRAL] All right, just to make sure I have the right one pulled up, will you give me the physical address and phone number?
[CUSTOMER][NEUTRAL] Of course, physical address [PII] and phone number [PII].
[AGENT][NEUTRAL] By chance, would you have another number maybe it is for [PII]?
[CUSTOMER][NEUTRAL] Uh, for [PII], but probably that's the old number because we switch all now we have the main number as [PII] and her extension is [PII].
[CUSTOMER][NEUTRAL] The other record you have on file is no longer in use if you have another number.
[AGENT][NEUTRAL] OK, if you wouldn't mind I'll need an email to come from uh.
[AGENT][NEUTRAL] Let's see, either [PII]'s email or from the domain, the [PII]. I'll need to get um an email letting us know what the contact should be and a good phone number.
[CUSTOMER][NEUTRAL] OK, but it has to be an email from her? OK, OK.
[AGENT][NEUTRAL] Just so we can get that changed.
[AGENT][NEUTRAL] It doesn't have to be from her as long as it's from that domain, the uh the casino, the is it [PII]? Is that how you pronounce it?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII], yes, you are pronouncing correctly, yes, [PII]. I can yes.
[AGENT][MIXED] Awesome I didn't wanna butcher it. um, as long as it comes from that domain it'll be OK, but if it comes from her that would be even better.
[CUSTOMER][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] OK, perfect. I understood. OK, because I have my email, I think I show as a secondary contact. I don't know. She's the, the primary, but, uh, my name should be there, [PII]. I can send the email or if you prefer I can ask her and then she can send it later.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] If it doesn't need to change, if she needs to stay the contact that's fine but um if I see I have you down in the OSC so it's fine. I just pulled that up just now as uh one of the users so it's fine. I was just thinking that it needed to change. I thought maybe she did not need to be the contact anymore if that's not the case, then you can just leave it that way and you won't have to email anything.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome that's great news.
[AGENT][NEUTRAL] What is the name of the gentleman uh that we were discussing?
[CUSTOMER][NEUTRAL] OK, well, this gentleman's name is [PII]. First name [PII] and last name [PII] S.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and are you saying that he should never have had a policy, or?
[AGENT][NEUTRAL] That it should have only been for the month of May or what was the case or June I should say not May.
[CUSTOMER][NEUTRAL] And now
[CUSTOMER][NEUTRAL] Uh, he shouldn't be there at all because he didn't have the policy never, but what he tried we are in the middle of the open enrollment and we have a direct connection between ADP, our system, and APL every week it's a, a weekly transfer with the new information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But this guy instead of completing the open enrollment portion to select the benefits for the [PII] that for us it starts in [PII], he went to the the life event and how I don't know that was that's a flaw in our GDP but the system allowed him to enroll.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For him and I think the daughter in gap.
[CUSTOMER][NEUTRAL] But he doesn't have gap. He, he, I don't know, he was like maybe playing around with the system, but he ended making an enrollment in IPL.
[CUSTOMER][NEUTRAL] But in reality he didn't want the enrollment in APL but I check in your system and now he's showing over there.
[AGENT][NEUTRAL] OK, yes ma'am. Alright, well we did have them. I don't know why they would have done it this way. It said that it was active as of [PII], but then they had a term date as of [PII], so it just stayed open for whatever reason. So I've just done it as of [PII], so it just takes them out completely.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] OK, cause, yes, you see, and he elected a random date on [PII], yes, you are correct. I was like, what's going on in here? But uh in real in reality, no, he wanted the coverage for him for the, but for the medical, dental vision, not for God.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I see. OK. So I've got that taken care of. Was there anything else I can help you with while we're on the phone?
[CUSTOMER][POSITIVE] No, no, that was all. That was all. You are awesome because you removed that troublemaker from the file.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] I'm so glad I could help.
[CUSTOMER][POSITIVE] OK, well thank you once again for your time for helping me with that, and we're happy with the new system, by the way it it it's more easier to find everything.
[AGENT][POSITIVE] Oh, yeah, I'm so glad to hear that.
[AGENT][POSITIVE] That is so awesome. I will definitely relay that message.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, well, but for now that was all my, my concern has been erased.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, we've got that taken care of and was he on, I don't suppose he was on an invoice that I need to adjust is there?
[CUSTOMER][NEUTRAL] I didn't check the invoice, you know, I, I came to see the list of employees.
[AGENT][NEUTRAL] I don't believe he would be on there, but.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see invoicing.
[CUSTOMER][NEUTRAL] OK, must be in the most current. I think I'm gonna double check because that's a very good question. I, I just saw his name listed as having coverage of policy, but now let's show.
[CUSTOMER][NEUTRAL] The list of the other employees.
[AGENT][NEUTRAL] I don't see him on the June invoice.
[CUSTOMER][NEUTRAL] OK, well in that case, good he did the trouble.
[CUSTOMER][NEUTRAL] After we had generated the invoice probably.
[CUSTOMER][NEUTRAL] Yes, I, I don't see him either.
[AGENT][NEUTRAL] I'm just gonna check the May invoice just to be on the safe side.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] No, I don't see him on there either. OK, good, just wanna make sure we didn't need to make any refunds of any kind. OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][POSITIVE] Well, I hope you have a great weekend, Ms. [PII] and um thank you for calling APL.
[CUSTOMER][POSITIVE] Oh, the same, the same to you. Enjoy your day bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye.