AccountId: 011433970860
ContactId: 6d2a0e72-9560-4110-b4bf-ead2af5fff55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422640 ms
Total Talk Time (AGENT): 90725 ms
Total Talk Time (CUSTOMER): 110608 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6d2a0e72-9560-4110-b4bf-ead2af5fff55_20250115T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] at Nutrition Formulators. Our number is 17994.
[CUSTOMER][NEUTRAL] What it is is that uh this year of open open uh open enrollment now there's an employee that has added a third child. She is with two children, so I added one dependent, but I don't know how I ended up adding 22 more, and so she's got 4 dependents when it's supposed to be 3, so I have to get 1 out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Don't know how to do it online. Mhm.
[AGENT][NEUTRAL] Let me see here. OK, yeah, let me take a look and see how we remove.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Someone from the policy.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I found how to
[AGENT][NEUTRAL] Sorry, I'm just trying to find out if I need to have you send an email or?
[CUSTOMER][POSITIVE] That's all right, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh to take one dependent out.
[CUSTOMER][NEGATIVE] It reads 4 and there's only supposed to be 3.
[AGENT][NEUTRAL] 83, right.
[CUSTOMER][NEUTRAL] Uh, and we're in open enrollment, so you know, so.
[AGENT][NEUTRAL] I'm trying to see if the online if there's a way for you to remove them I see the way you can view the employees um let's see.
[CUSTOMER][NEUTRAL] Yeah, well, when you do change employee.
[CUSTOMER][NEUTRAL] qualifying event is uh [PII] open enrollment and then it could you go continue and it tells you a dependent a dependent so I added only one dependent but the the employee name is [PII].
[CUSTOMER][NEUTRAL] The employee, the, the dependent that doesn't exist is [PII], so I don't know what happened. I don't know how that name ended in there because she doesn't have any, she only has 3 children, she doesn't have 4 and so it must have been me type. I, I don't know what I did.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah I'm not seeing anything on the guide for online that talks about like on how to.
[AGENT][NEUTRAL] Remove.
[CUSTOMER][NEUTRAL] Delete remove a dependent, yeah.
[AGENT][NEUTRAL] Uh, the dependent, yeah, so.
[AGENT][POSITIVE] All right, I'm gonna have to reach out [PII] to my help desk and see what I can figure out. Let's get taken care of. Let me place you.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Yeah, let me place you on just a brief hold.
[CUSTOMER][NEUTRAL] That will be fine thank you thank you so much uh I'll. You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] All right, thank you so much for your patience on that [PII] so I was able to find out that you do need to just send an email to our care team and let us know um which one of the employees it is and then of course who we need to remove and then just include some contact information in case we need to reach out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I, I got your email. I have emailed before, so, but then I thank you very much. Thank you.
[AGENT][POSITIVE] You, you're very welcome. You take care.
[CUSTOMER][POSITIVE] OK, thank you thank you bye bye thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah per persona.