AccountId: 011433970860
ContactId: 731b2e3f-c8f4-4c73-9660-30aea367efdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194119 ms
Total Talk Time (AGENT): 70682 ms
Total Talk Time (CUSTOMER): 103544 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/731b2e3f-c8f4-4c73-9660-30aea367efdb_20250514T15:23_UTC.wav
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[AGENT][NEUTRAL] If you parents.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a broker with Accentria, and we have a group, um, with APL, uh, Celsius, and I'm trying to add a new employee and trying to figure out the best way to do that.
[AGENT][POSITIVE] Um, the easiest way is probably to send an email with that information and then we'll, I'll just add them and then I'll go in and then send you an email back on how to like the instructions on how to add it. Um, it's a little easier when you can do the follow, like it's like a little picture step by step, but I can manually enter it in for you and then just send you the instructions once I have your email.
[CUSTOMER][NEUTRAL] OK, so, um, so we have a, uh, a team that usually, you know, behind the scenes works for us and they, and they enter in all the um elections so should, should I they they're also included on the um account as you know be able to see I I just thought I don't know where I saw that but um.
[CUSTOMER][NEUTRAL] Like they have access to this group.
[CUSTOMER][NEUTRAL] Um, but I only, so, so are we not supposed to go in here and just add employees as they are eligible, or do we, that's what we're supposed to.
[AGENT][NEUTRAL] You can, but it's hard for me to walk you through it if I can't see what you're looking at. So it's easier for me just to send you instructions.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh yeah just yeah send me the instructions and we'll go from there because I'm on the [PII].
[CUSTOMER][NEUTRAL] And I can see the groups, but I just don't know how to.
[CUSTOMER][NEUTRAL] Ads oh, I pressed the plus button and I found a employee, OK.
[AGENT][NEUTRAL] Oh, did it work for you?
[CUSTOMER][POSITIVE] It's right.
[CUSTOMER][NEUTRAL] So yeah, so I think I can click yeah add employee.
[CUSTOMER][NEUTRAL] Yeah, I, I just need to show somebody else how to do it, so I wanted to make sure I could do it. Can you send me the instructions just to have?
[AGENT][NEUTRAL] Can you send me an email, uh, or you can just give me your email and type it in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how are we spelling uh.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] [PII], um it's [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what did you say there was [PII] at
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, I can send you over those instructions. It'll show you, um, it's gonna be actually a lot. It's gonna show you how to add the users, how to make a change the leads. It's gonna show you, um, how to file claims. It's kind of just gonna be like a all around how to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that's perfect.
[AGENT][NEUTRAL] All right. Um, did you need anything else, Ms. [PII]?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] All right, have a great day.
[CUSTOMER][POSITIVE] You too alright bye.