AccountId: 011433970860
ContactId: 5e139953-d71a-487c-af64-d67e406410b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268160 ms
Total Talk Time (AGENT): 111838 ms
Total Talk Time (CUSTOMER): 172024 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/2025/05/20/5e139953-d71a-487c-af64-d67e406410b5_20250520T17:14_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. My APL group number is 18093.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your callback number? Your phone number?
[CUSTOMER][NEUTRAL] [PII]. I'm also the liaison for our business.
[AGENT][POSITIVE] OK, so how can I help you today?
[CUSTOMER][NEUTRAL] Well, I am trying to add an employee who is eligible for health insurance and APL as of [PII].
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So when I, so I, when I, so I'm on your you know on the on the site and it says add employee.
[CUSTOMER][NEUTRAL] OK, so reason for enrollment, I put down new hire because you know it's 90 days. I put in um date of hire as [PII] because that would make it 90 days for having um for health in you know for health insurance if I count right right?
[CUSTOMER][NEUTRAL] Uh, March, [PII], May, so she's eligible [PII] and that she and it says on the application information effective date [PII], yes, I was putting in, but it says underneath the date of hire the date entered is outside of the effective date window. Please email enrollment information to [PII] to add this employee.
[AGENT][NEUTRAL] OK, so you're trying to enroll um a new member into the portal but you're getting that message that you just read me, is that correct? OK, yes and I can try and help you but first I'll need to verify the group's information with you um for security. So what is the name of the group and also the address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, BNB Veterinary Services Incorporated [PII], and your contact person is me, [PII].
[AGENT][NEUTRAL] Mhm. Thank you. And [PII], what is
[CUSTOMER][NEUTRAL] It should be, that should, that should, that should all be there. Last name is [PII], [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and then the email address that we would have on file for the group?
[CUSTOMER][NEUTRAL] Um, you probably have animal medical CNT [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you and then the phone number that we showed for the group is the same as the one you gave me so that is the number that we should have on file OK alright thank you so yes ma'am, on with that enrollment and that message currently in the online service center there is a window of time even though what you're telling me and your group's information.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That would be correct. You will need to email that particular enrollment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, can you send, so can you send me whatever paperwork she needs to fill out and I'll have her take care of it today?
[AGENT][NEUTRAL] What I can do is I can actually connect you over to the sales department and they would be able or you can just email you can actually just send an email with her enrollment information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That can also be sent.
[CUSTOMER][NEUTRAL] OK, I'll do, I, I'd be happy so I'll do it under, so OK, now let me just put new hire and they of course I have to do this all over again, uh, date of hire it's OK, um, no, no, it's OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][NEGATIVE] Oh, no, wrong way.
[CUSTOMER][POSITIVE] I'm going the wrong way on the uh with the arrows so, so just so I'll just send an email to [PII] to add to add get her added. OK, thank you very OK, that's that's terrific. Thank you so much for your help. OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am. That is, OK. Oh.
[AGENT][NEUTRAL] OK, Ms. Well, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, I just wanted to be sure that, yes, because, um, we two of our employees are no longer on it, but I know we have to have a minimum of 5, and she would just happen to be ready to go for [PII], so it's perfect. It's all good for our insurance.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, OK then. Well, if that is all that I could help you with, it was my pleasure in speaking to you today and I hope that you have a wonderful afternoon and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you thank you bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.