AccountId: 011433970860
ContactId: 6d0344ab-d4b1-4a0a-9f21-9d44c5e0391d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333480 ms
Total Talk Time (AGENT): 77741 ms
Total Talk Time (CUSTOMER): 176621 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/6d0344ab-d4b1-4a0a-9f21-9d44c5e0391d_20250516T14:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm calling from Zervo's Benefits uh for Tamara, and um she has a question regarding uh the group that we just started called KCE Logistics, and the group number is.
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEUTRAL] 27,040
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And we have a member who is trying to log on to the member portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I wonder, he, it says that he says that he's not found in the system.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can help.
[CUSTOMER][NEUTRAL] But I do show him in our system, so I don't know if you could help me with that.
[AGENT][POSITIVE] Sure, I can help with that. Let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And is that direct?
[AGENT][NEUTRAL] Or is there a mixedt? OK. All right, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, that's a directive call.
[AGENT][NEUTRAL] And do you mind verifying the address for um KC Logistics?
[CUSTOMER][NEUTRAL] Oh, for KCE, um, hang on let me go to their file.
[CUSTOMER][NEUTRAL] Of course you can't find it where I think.
[CUSTOMER][NEUTRAL] Come on, open.
[AGENT][NEUTRAL] And, and who are you with again? I'm sorry.
[CUSTOMER][NEUTRAL] I'm so sorry, hold on.
[CUSTOMER][NEUTRAL] [PII], uh, I'm with [PII] at um Zervo's Benefits. I think she has it under [PII], [PII], the broker.
[AGENT][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh my goodness, why can't I find their address? Hold on.
[CUSTOMER][NEUTRAL] Mm, nice. OK. Let me look at the applications coming up here.
[CUSTOMER][NEUTRAL] Their address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for verifying and you were calling um because of an employee not able to to register on the online service center, correct?
[CUSTOMER][NEUTRAL] Right. So we're, yeah, one question she had was, we, uh, I guess on the spreadsheet that was submitted with the you know, the census, there was no email addresses. Does that have anything to do with why they can't register?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] Yes ma'am, um, and who who is it that's trying to register and I can see if we can get that added.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] His name is, um first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then last name is [PII], and then [PII].
[CUSTOMER][NEUTRAL] [PII], it's [PII], but I guess you got, it's too long, so it just says [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, she goes, I bet you it's because there's no uh email addresses.
[AGENT][NEUTRAL] Right. OK.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Alright, do you know his email address or?
[CUSTOMER][NEUTRAL] She knew the answer.
[CUSTOMER][NEUTRAL] Yes, I do. His email address is, hold on, he just gave it to me. What is it?
[CUSTOMER][NEUTRAL] So in order for them to, I would have to enter all their emails or we would have to send you guys a, a spreadsheet with all the emails? Oh yeah, yeah. OK. Um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh hold on, his email is oh it's on this spreadsheet here.
[CUSTOMER][NEGATIVE] That's too many things open.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] God, it's small.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] and his last name, [PII], [PII] [PII] [PII] [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I have that one entered for him and he should be able to register now, um.
[AGENT][POSITIVE] And if if you can just send up like a spreadsheet with everyone's email address we'll be happy to get that added for everyone so that they'll be able to mhm.
[CUSTOMER][NEUTRAL] How can we fix this?
[CUSTOMER][NEUTRAL] To get that updated.
[CUSTOMER][POSITIVE] OK. I'll tell him to try again and see if it gives him a problem. And then I'll try and get some kind of emails to you guys. Thank you so much. That's what we thought happened. OK. Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK. Is there anything else I can help you with today, [PII]?