AccountId: 011433970860
ContactId: 55230b69-699a-44dd-8f62-165a7c91ebac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345239 ms
Total Talk Time (AGENT): 159394 ms
Total Talk Time (CUSTOMER): 160930 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/55230b69-699a-44dd-8f62-165a7c91ebac_20250304T19:04_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I hope I'm in the right place. I have a group admin, they're trying to enroll and online service center is giving them like all these weird glitches, and I gave her the care team email, but then I was like, wait a minute, there's enrollment forms. So, do I need to get her to you, right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I mean I can talk to her.
[CUSTOMER][NEUTRAL] OK, I just want, I was like, wait a minute, I'm missing something, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's OK.
[AGENT][NEUTRAL] I'll talk to her.
[CUSTOMER][NEUTRAL] Um, so it's, it's group number 21302.
[AGENT][NEUTRAL] 21302.
[CUSTOMER][NEUTRAL] And we're speaking
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we're talking to [PII]. She's the group admin.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome. And what was your name again? I'm sorry.
[AGENT][NEUTRAL] It's OK. [PII].
[CUSTOMER][NEUTRAL] [PII], OK. Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][POSITIVE] Yes, thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much. You're welcome.
[AGENT][NEUTRAL] Hi [PII], it's [PII] how are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well I understand that you're trying to enroll some individuals and you're getting some errors.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the error that you're receiving?
[CUSTOMER][NEUTRAL] So excuse me, oh, OK, so first when I try to add an employee.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Like there's no, um, so we, we just went through open enrollment so I've got several. But um so when I go to open, open enrollment day, it's 0 NAN slash 0 NAN, but it's not letting me enter any numbers, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And then when I, so I was uh I tried to enroll a new employee as well, a new hire, and I got all the way through the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] All the way through the enrollment and then it just gives me an error message and doesn't add the employee at the end.
[AGENT][NEUTRAL] Are you trying to add two products or just one product on that?
[CUSTOMER][NEUTRAL] Just one, just one.
[AGENT][NEUTRAL] OK, I don't know, it might just be being just funky today. I'm not really sure. I don't.
[CUSTOMER][NEUTRAL] Well, it, I've been having this, I've been having this issue for a while actually for about 4 months.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I might have to get.
[CUSTOMER][NEGATIVE] I've called, I've sent emails and and I've not received any.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I might have to get we have a um in our billing department we have an OSC um.
[AGENT][NEUTRAL] Uh, like
[AGENT][NEUTRAL] Like an OSC basically.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Billing can help the OSC if there are errors like this I might have to like switch it over to them. I can take care of your um your changes in your enrollments though um do you have a um like an uh a census or a like a Excel spreadsheet that you're working off of that you can send me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, it, it's.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Yeah, I can probably, you know, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] pare it down because it's got, it's got a
[CUSTOMER][NEUTRAL] And a ton of information. It's got a whole bunch of different. I can probably tone it, you know, pare it down. Um, do you guys have like a census spreadsheet to fill out? That might be easier.
[AGENT][NEUTRAL] Got a bunch.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, like an Excel spreadsheet for sure. Are you OK [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, uh, gotta always remember where I hide my stuff at on the desktop to make it. I always try to make it easier for myself, and sometimes I make it harder for myself because I'm like, where did I put that?
[CUSTOMER][NEUTRAL] I, I do the same thing every day.
[AGENT][NEGATIVE] Jeez. OK. So, um,
[AGENT][NEUTRAL] And this is from Medlink, um, this is the Excel spreadsheet version.
[AGENT][NEUTRAL] Um, I'll also just, I'll just add the individual one as well just in case you don't have to use it, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending that over now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see.
[AGENT][NEUTRAL] About
[AGENT][NEUTRAL] The OSC problem, would you mind responding to this email and um if you can like if you can do screenshots of like the errors that you're rece receiving or just explain it, let me try to either get on the with the OSC team or try to get to the billing department that handles the OSC and see if we can't fix it, OK?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I can, I can definitely add screenshots.
[AGENT][POSITIVE] OK, that would probably be perfect because they'll always try to ask for him if I if I try to do the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If I try to get it over to the LSC.
[AGENT][NEUTRAL] IT team, but yeah, let's see if we can fix it. I don't, yeah, 4 months if it's on a particular group, will you give me the group and the um group number as well please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do it.
[AGENT][POSITIVE] OK thank you I appreciate you.
[CUSTOMER][POSITIVE] Alright, I will respond and get this taken care of thanks so much.
[AGENT][POSITIVE] Uh, yeah, of course, have a great day.
[CUSTOMER][POSITIVE] You too, thanks, bye.
[AGENT][POSITIVE] Thanks, bye.