AccountId: 011433970860
ContactId: 68e44069-58f0-4d45-8dc1-8bed43d68899
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214100 ms
Total Talk Time (AGENT): 125791 ms
Total Talk Time (CUSTOMER): 119801 ms
Interruptions: 8
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/68e44069-58f0-4d45-8dc1-8bed43d68899_20250605T16:26_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team, and I've got [PII] with OS Benefits on the line, um, and he wanted to um talk with about how I know we are having problems now with they they can't set up all of the different groups that they service.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so he's wanting to know, do we have an ETA on that?
[AGENT][NEUTRAL] Oh we don't, no, um.
[AGENT][NEGATIVE] The only thing that we're doing is sending it to [PII], which is on our team of if there's an issue with this and she's sending it to the IT team and I don't think that we've received any communication back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, yeah.
[CUSTOMER][NEUTRAL] OK, um, do you, can, can I go ahead and transfer him through if that's, is that OK?
[AGENT][NEGATIVE] Yeah, gonna be upset, but.
[AGENT][NEGATIVE] Like I don't have yeah that's fine. I just there's there's been no communication.
[AGENT][NEUTRAL] As far as anything that's happening, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um, OK, I'm gonna put him on the line I'll let him know, uh, introduce you, OK?
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] Sure, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, [PII], I've got [PII] on the line and she'll be able to assist you. Thank you. Perfect, thank you [PII] have a good one.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good, [PII] how about yourself?
[AGENT][NEUTRAL] I'm good um so she was saying that you're asking for an ETA on groups for the new OSC.
[CUSTOMER][NEUTRAL] Yeah, yeah, just because I have, I have some things like people that I need to take care of claims wise and then also terminations wise and I just, I, um, I just needed to know if it'll be up and running like within like a week or so because I can probably hold off for about a week, you know what I mean without being an issue.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Well, hope we are we're hoping.
[AGENT][NEUTRAL] Yeah we're hoping that it should be sooner than that but I just really can't give you like we know that there's obviously issues and we're sending them through to the IT team and I know that they're actively working on them. I can suggest you sending them to us internally because of course we can process them on our side also like we can send the claims through claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] And then we can send the terms to billing um because of course all of our internal processes are good so.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][POSITIVE] Yeah, no, for sure, and I, I guess the reason why I've kind of held off on that, um, is because I love how y'all have that portal which kind of like gives you like the fastest understanding of if it's being reviewed or if it's been, you know, fully uh fulfilled um so that's why I've been kind of holding off so if you say man if you think it's a week if week max or even sooner I can hold off until then [PII] so I I do appreciate you and and your update.
[AGENT][POSITIVE] We can help with that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, yes.
[AGENT][POSITIVE] Of course, OK, yeah, of course, yeah, if we, um, hopefully we'll send out an update soon if it goes past a week obviously let us know and we can help internally, yes, yeah.
[CUSTOMER][NEUTRAL] I'll just send it in. I'll, yeah, I'll just, I'll send it to that sales at a pub AM Public Life and.
[AGENT][POSITIVE] Yeah, that's perfect. Yeah, we apologize. We know there's issues. So sorry. It will be.
[CUSTOMER][POSITIVE] That's perfect. Well, thank you, [PII]. No, I get it, man, there's a learning curve with everything, man, you know.
[AGENT][POSITIVE] Yes, it will be perfect once it's up and running, and I think you guys will really enjoy it. It's just right now.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Just trying to work it out. So, yes. Thank you.
[CUSTOMER][POSITIVE] I think it's very pretty. I think the layout of everything's really pretty and and very aesthetic, so, um, I'm looking forward to seeing it in, in, in a 100% capacity. So thank you, [PII] for your time and, and I hope you have a good day, OK?
[AGENT][POSITIVE] We appreciate that. Thank you so much.
[AGENT][POSITIVE] Yes, thank you. I appreciate you. Mhm, of course.
[AGENT][POSITIVE] You too. Enjoy your day. Bye.
[CUSTOMER][NEUTRAL] Bye, yes ma'am bye.