AccountId: 011433970860
ContactId: 6de3ad42-0c05-45ae-8478-62fb55747a82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321019 ms
Total Talk Time (AGENT): 148798 ms
Total Talk Time (CUSTOMER): 130483 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/6de3ad42-0c05-45ae-8478-62fb55747a82_20250421T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm an agent broker down in [PII]. Um, I need some assistance if I could, uh, I have an account with you and I'm trying to add a couple of employees, uh, onto the system. Uh, I've gone in what is my regular way of doing it, uh, by going in and logging in. I pulled down the company and then there's a little green box that says add employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Which I've always done. I click on that and I get a oops, there's been an error. Looks like we're experiencing technical difficulties. If you continue to experience call customer service, blah blah blah option 4.
[CUSTOMER][NEGATIVE] And it's been that way for about a week and so I was thinking uh it was gonna clear itself but it doesn't seem to. I turned my machine on and off multiple times trying to clear cookies or anything like that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So in all those sales I read the sign and I'm calling you.
[AGENT][NEUTRAL] All right, and we apologize for that, um, technical difficulties. Um, can I look into the uh group number please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The group number is 23912.
[CUSTOMER][NEUTRAL] Coral Gables Chamber of Commerce.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] And just to verify the information for the group, um, as a protocol, can you tell me the contact person please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] For them, I think it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I believe
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do have here the group information.
[AGENT][NEUTRAL] And it has been like that for.
[CUSTOMER][NEGATIVE] But this happens with my other other accounts, it happens with my other account as well. I have another account with you same thing pops up with them too.
[AGENT][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] I would think that it's because of a renewal, but I already see that the renewal already happened, so it is not related to that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] As for the technical side of it, unfortunately I don't um have access to it. All I can recommend is this uh for you to send to us all the information for the for those new enrollees that you can send to the care team.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So we can process them. I can go ahead also and mention something to the group that there's been technical difficulties with it and they can look, uh, take a look at it on what's going on with the with the online service center. Does that sound good?
[CUSTOMER][NEUTRAL] OK, so where do I send the, uh, the applications? What, what?
[AGENT][POSITIVE] The application, yes, um, that will go to care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At AM
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so I have 2 to add. I'll just send those there and then you're gonna contact, I guess somebody on your technical side to see if they can identify the problem because again it happens on this account. I have another account which is our group number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] 25026
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, it, I can't get in. I can't add employee on that one either.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, you're not being able.
[AGENT][NEUTRAL] To add the new enrollments.
[AGENT][NEUTRAL] All right. And um if.
[AGENT][NEUTRAL] See if I have a response about um what is going to um happening with the technical side, I will be able to give you a call back. Um, is there any phone number that I can reach out back to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. All right. And any preferred time that I can get back to you?
[CUSTOMER][NEUTRAL] No, that's fine. Any anything anything works.
[AGENT][NEUTRAL] Mhm. All right. All right, Mr. [PII], um, let's see. I will go ahead and um reach out to the technical part of this, and we will try to figure out what is happening with it. And I will give you a call back as soon as I get something, all right?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Great thank you and your name again was [PII], is that right?
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, [PII] in customer service.
[CUSTOMER][POSITIVE] OK great thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] You you too bye bye.
[AGENT][POSITIVE] Thank you bye bye