AccountId: 011433970860
ContactId: 6ae28540-8372-4014-8b3b-51ffd4383b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185259 ms
Total Talk Time (AGENT): 46858 ms
Total Talk Time (CUSTOMER): 126008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6ae28540-8372-4014-8b3b-51ffd4383b02_20250205T13:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning, [PII]. How are you today?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you doing?
[CUSTOMER][POSITIVE] Awesome. Well, as well, um, you know, I have a, I made a request. I sent it to [PII] yesterday, but it's for group 26696 26696 that's IMV.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I always forget the full name but I am the.
[CUSTOMER][NEUTRAL] Something LLC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, we have a guy that, um, I think I mistakenly put him on the plan. They use these massive spreadsheets, um, for their enrollments, uh, you know, they do a lot of stuff through ADP, and I think I picked up a wrong line. I don't know how he got on, but he wasn't supposed to be on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the group when they got there January I guess looking at their January uh billing said hey, he's this one isn't even in the right um division and then uh I guess HR looked down and said he isn't even on the APL so I just wanna make sure that we can get attention to it and I asked [PII] to take care. I think his first month was November, it would have been November, December, January.
[AGENT][NEUTRAL] OK, and, and what is his name?
[CUSTOMER][NEUTRAL] [PII], last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we just need to turn him back to November?
[CUSTOMER][NEUTRAL] But when he started, I think he started like uh [PII] or something like that.
[AGENT][NEUTRAL] Uh, effective date was [PII].
[AGENT][NEUTRAL] All right, did you send an email uh requesting us to turn back to the original effective date?
[CUSTOMER][NEUTRAL] Yeah, I'll tell you what I said. Yeah, let me, um, I'll read I just sent it to [PII] yesterday, so let me just see here.
[AGENT][NEUTRAL] You did?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, [PII].
[CUSTOMER][NEUTRAL] OK, [PII], we have an error that we, we appreciate your assistance with [PII] [PII]. I don't know if it's [PII] [PII] should have never been added.
[AGENT][NEUTRAL] It looks like it's [PII] is how we have it.
[CUSTOMER][NEGATIVE] Yeah, I never even know what that is. [PII] [PII] should have never been at the APL plan when the Williams Island Group came on to APL. Please turn him back to October from APL coverage. This error was just noticed. I thought he started, uh, um.
[CUSTOMER][NEUTRAL] [PII] or right around there, so you say start at [PII] something.
[AGENT][NEUTRAL] Yeah, it looks like the effective date was [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so that's what I.
[AGENT][NEUTRAL] Um, and she does have your, yeah, she does have your email, so I, I know that they'll send that over today.
[CUSTOMER][NEUTRAL] OK, do you want me to forward a copy of this to you or should I change it to [PII]?
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Nope, I'm, I'm, I'm looking at it. She'll look at it and, and, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Make sure it gets termed, OK?
[CUSTOMER][POSITIVE] I appreciate, I appreciate your help very much. Thank you.
[AGENT][NEUTRAL] All right, [PII], we'll talk soon.
[CUSTOMER][POSITIVE] Have a good day thanks bye bye.
[AGENT][NEUTRAL] You too, bye bye.