AccountId: 011433970860
ContactId: 734e2ac8-53f0-4251-882a-956955317234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 566359 ms
Total Talk Time (AGENT): 121997 ms
Total Talk Time (CUSTOMER): 222914 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/734e2ac8-53f0-4251-882a-956955317234_20250606T17:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so how are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm good I'm good, um, so I just saw that you guys have updated your dashboard on the platform and I'm trying to navigate through it. I finally got to a place where I was making progress and now it looks like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to enroll an employee for a 61 effective date and it's not allowing me to do it. It's saying I need to call you guys to assist in in doing that.
[AGENT][NEUTRAL] OK, uh, let's see. And let me have some information from you. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Mm let's see.
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling for which group?
[CUSTOMER][NEUTRAL] Uh, factory direct.
[AGENT][NEUTRAL] Do you have the group number by any chance?
[CUSTOMER][NEUTRAL] Uh, let's see, yeah, it looks like 19746.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And let's see, I just need to verify your email address for security.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. OK, so you are under the broker's portal, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. Um, so we don't handle that part. I'm gonna go ahead and get broker resources on the line to assist you with that, OK?
[CUSTOMER][NEUTRAL] on the line to assist you. Is that OK?
[CUSTOMER][NEUTRAL] So I don't, I don't know that I necessarily need the broker's side. This is membership, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just trying to enroll an employee.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, but you are using the broker side of the website.
[CUSTOMER][NEUTRAL] Right, but it's not a, it's not a website issue. It, it's just not allowing me to enroll them because the effective date needs to be 61. The date of hire is [PII]. They have a 60 day waiting period.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the systems, it's it's not a broker portal issue.
[CUSTOMER][NEUTRAL] Just an enrollment issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, we don't do the enrollments here. Let me see who I need to get you to, OK, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] Good how about yourself?
[AGENT][NEUTRAL] I'm good, I'm good. um I got a broker, he's on the OSC on the online service center. He's trying to add a member to the portal and he needs help doing.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And with that
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][POSITIVE] Yes, I'm so sorry you broke out.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, I'm sorry. I have a broker on the line that he's on the OSC trying to add an insured and um he's having troubles. Can you assist him with that?
[CUSTOMER][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK. Let me give you the group number.
[AGENT][NEUTRAL] The group number is 19746.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 46. OK. And what is his name?
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] I don't know how to say that word.
[CUSTOMER][NEUTRAL] His name is is it did you say [PII] did you say?
[AGENT][NEUTRAL] [PII] Yeah, he's the agent.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect um let me pull it up real quick.
[CUSTOMER][POSITIVE] OK, if you wanna pass them along you are more than welcome to.
[AGENT][POSITIVE] OK, here he comes. Let me put it in. Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I got Ms [PII] on the line. She's in the broker resources. They're the one working with the OSC with the um online service center, OK? She's gonna assist you with that information on how to get that set up, OK?
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] You got it, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Hello, are you, are you having a great day today?
[CUSTOMER][NEUTRAL] It's getting there.
[CUSTOMER][POSITIVE] Good, that's good.
[CUSTOMER][NEUTRAL] Um, so I understand that you were having an issue with the OSC, um, adding an employee, is that correct?
[CUSTOMER][POSITIVE] Yep, I'm trying to enroll a new hire.
[CUSTOMER][NEUTRAL] OK perfect and are you logged into the OSC?
[CUSTOMER][POSITIVE] Mhm, yes ma'am. OK, perfect. Let me pull it up so I can just kind of walk you through it.
[CUSTOMER][NEUTRAL] Did she explain to you the the issue that I'm I'm having?
[CUSTOMER][NEUTRAL] Um, just that you're having an issue adding an employee, is that correct?
[CUSTOMER][NEUTRAL] Right, the only reason it looks like the only reason I'm having the issue is because I'm trying to enroll them past the effective date. The effective date needs to be [PII].
[CUSTOMER][NEUTRAL] OK. You didn't explain that to you?
[CUSTOMER][NEUTRAL] No, that could be the issue. Um, if, if you would like, um, you can send my send an email to [PII], and we can get that taken care of for you.
[CUSTOMER][NEUTRAL] OK, uh, so just send an email with, with what information?
[CUSTOMER][NEUTRAL] Yeah, absolutely, so, um, let me pull up your group real quick and see how you this, um, is.
[CUSTOMER][NEGATIVE] She set me up for failure. I told her she was transfer me to the wrong department. She didn't listen to me.
[CUSTOMER][POSITIVE] Well this is the right department.
[CUSTOMER][NEUTRAL] Um, so we, we will be the people that help enroll you, but it looks like an electronic form. Do you by chance have the electronic census? otherwise I can send it to you in an email.
[CUSTOMER][NEUTRAL] I don't, yeah, if you can email that to me then I'll, I'll fill it out and send it right back to you.
[CUSTOMER][POSITIVE] Absolutely is