AccountId: 011433970860
ContactId: 6a05587a-dacc-45bd-8ab8-24ce5638c10b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386829 ms
Total Talk Time (AGENT): 128812 ms
Total Talk Time (CUSTOMER): 86256 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/6a05587a-dacc-45bd-8ab8-24ce5638c10b_20250519T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, good afternoon. I'm calling you from the offices of Books Dolson and Associates. My name is [PII], and I have an employee that, uh, I need to have reactivated in the system.
[CUSTOMER][NEUTRAL] Her name is um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have a group number by chance?
[CUSTOMER][NEUTRAL] The policy is
[AGENT][NEUTRAL] Oh no, just the group number.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The group, yeah, the group number is uh 25578.
[AGENT][NEUTRAL] 25578 OK um just because we have to reinstate this group, um, or not reinstate the group reinstate the employee we will just need um some uh notification um that to reinstate the the employee so I'm gonna give you the email to provide that to but let me just double check.
[CUSTOMER][NEGATIVE] Not, not that good.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But could you, could he be reinstated now?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It's just one employee.
[AGENT][NEUTRAL] Yeah, I totally get that um we just need to have uh proof that we need to add the employee back um just so we have we have physical proof.
[CUSTOMER][NEUTRAL] It was the opening enrollment.
[CUSTOMER][NEUTRAL] It was to open an enrollment.
[AGENT][POSITIVE] Yeah, um, if you wanna send an email, we will be happy to do that.
[CUSTOMER][NEUTRAL] So you cannot do it there now, even though it's an open enrollment period?
[AGENT][NEUTRAL] No, ma'am, we, we just.
[CUSTOMER][NEUTRAL] And she just needs to be reactivated it's like the [PII].
[AGENT][NEUTRAL] Right, I just need um we need an email to prove like the to to activate someone. We also need a social security number, date of birth, date of birth, all that information, um.
[CUSTOMER][NEUTRAL] OK, let me have the email.
[CUSTOMER][NEUTRAL] OK, what is the email?
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][POSITIVE] All [PII].
[AGENT][NEUTRAL] It is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the, and this um email when I sent the information, it's like a, an urgency that they would do it right away.
[AGENT][NEUTRAL] Um, I mean, we'll try to get to it today. We do have some other emails in that inbox right now, um, but it also looks like you do have a file feed, so you could go on to the website and, and complete that yourself.
[CUSTOMER][NEUTRAL] No, we don't have a file.
[CUSTOMER][NEUTRAL] No, we don't have a property. OK, so the email is [PII].
[AGENT][NEUTRAL] Yes, let me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me put you on a
[AGENT][NEUTRAL] Yes, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 5578.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, so, um, it looks like you might have an EA, um, that you can submit the um employee on, but if you don't wanna do that you can send us that email.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that again?
[AGENT][NEUTRAL] Yeah, absolutely. So it looks like we're receiving and processing weekly files for the group through the EA, which is enrollments, terminations, things like that, um, so if you wanted to submit it through there you can or you can send it by email to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] Of course bye bye.
[CUSTOMER][NEUTRAL] Bye bye.