AccountId: 011433970860
ContactId: 8ba79f8c-f58a-40d5-a289-66dea2785c5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444149 ms
Total Talk Time (AGENT): 193475 ms
Total Talk Time (CUSTOMER): 187385 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/8ba79f8c-f58a-40d5-a289-66dea2785c5b_20250115T16:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] because [PII], and I, uh, I'm a broker, and I have a question. I have one of my groups that I'm trying to make some address changes for a couple of employees and it keeps telling me, oops, something's wrong. Try again. If not, call you guys, so I'm calling you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to do address change on some employees.
[AGENT][NEUTRAL] Did you say it was on did you say you're doing an address change on some employees?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, um, on the, on the, you know, online for um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't think it'll let, I don't think it'll let you do an address change online, so, um, let me, let me just double check, hang on just a second.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh wow, OK.
[CUSTOMER][NEGATIVE] OK, cause that's one of my problems, and then I have. You are on hold.
[AGENT][NEUTRAL] You can't, can you? That's what I thought.
[AGENT][NEUTRAL] Yeah, we can't, we, you can't do address changes online. You'll have to email those to uh [PII], and then we can get those updated for you.
[CUSTOMER][NEUTRAL] OK, so email and where to the sales.
[AGENT][NEUTRAL] Uh the sales, yeah.
[AGENT][NEUTRAL] [PII] and we'll get that updated for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], um, and do they call just just on a, just on an email you don't need them on any kind of sheet or spreadsheet or anything, just a name and group number and that's it.
[AGENT][NEGATIVE] That's, that's the one thing that you can't do.
[AGENT][NEUTRAL] Yeah, just if you know the name, yeah, the group number, the name of the employee and what the name what the address needs to be changed to.
[CUSTOMER][NEUTRAL] OK, OK, great, now I have another um uh issue with the new hire that I'm trying to submit but I'm just wondering why it's not going through because he's not effective until [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Not effective until [PII] and it won't take it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It won't take it, it, no. I don't know if you.
[AGENT][NEUTRAL] Mm, what's the group number? Let me look, let me see. Hang on just a second.
[CUSTOMER][NEUTRAL] Yeah, I don't know if he's already in the system. If you could check because this company hires and rehires and maybe he's already in there and that's why. That's the only thing I could think of. Let me give you his, his name for what do you want the group the group number first?
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] What's the
[AGENT][NEUTRAL] Yeah, yeah, give me the group number.
[CUSTOMER][NEUTRAL] OK, the group number is uh blah blah blah blah, where is my group number 259-89.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] By concrete.
[AGENT][NEUTRAL] Speedy concrete, yeah, there we go. OK, and what's the name?
[CUSTOMER][NEUTRAL] This guy's name, his last name is [PII]
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] No, I don't see that he has been added. So are you getting an error? What type are you getting an error on it? Or like what's the message that it's telling you?
[CUSTOMER][NEUTRAL] Yeah, the same thing. It just, it's, um, it just, it just has that error says oops, something went wrong or something's happened.
[AGENT][NEUTRAL] Oops, something went wrong. Oops, something happened, but it doesn't give you anything specific, OK.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Doesn't really give me a specific now.
[CUSTOMER][NEUTRAL] And it is that this continues to, you know, happen, call American Public Life at this number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, let's see, hold on just one second, let me make sure there's nothing going on on our website. Bear with me one second. I don't think there is, so let me just get out here real quick.
[CUSTOMER][NEUTRAL] And I could send him in on a on a spreadsheet.
[AGENT][NEUTRAL] Yeah, you can go ahead and do that if you want, but I just wanna get out here and just make sure that something's not going on on our end.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] And one other thing, I have two emails for APL sales. I have APL sales and APLSL sales.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Either one's fine, but it's because this is under uh.
[AGENT][NEUTRAL] NAS, so the [PII] one is generally the one that goes to [PII], the FL sales is the one for, yeah, yeah, yeah, OK, so let's see, I'm out here on the website. Let me just look this up one second here.
[CUSTOMER][POSITIVE] That's a better one. OK. OK.
[AGENT][NEUTRAL] Group number 25989.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, oh yeah, I was gonna check one other thing.
[AGENT][NEUTRAL] Be concrete any weird notes out here.
[AGENT][NEUTRAL] Nope, I don't see any notes, OK.
[AGENT][POSITIVE] Alright, pretty concrete.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 259-889.
[AGENT][NEUTRAL] Alright, here. OK, so let's see what's going on in here. OK, so you're trying to add an employee. Wait to see if it's gonna give me any weird message. OK, so reason for enrollment is this a new hire?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The new hire mhm.
[AGENT][NEUTRAL] And what's the day to hire?
[CUSTOMER][NEUTRAL] His higher day, let me just get to him, um.
[CUSTOMER][NEUTRAL] His hire date is [PII].
[AGENT][NEUTRAL] [PII] and you're making it effective on [PII] and you put in the date of birth.
[CUSTOMER][NEUTRAL] Yeah, his date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] So this is also weird because he's, he's adding his dependents. That was another thing that came up. I added his, his wife onto like the critical illness and um and something else. And then his son is supposed to go on the gap with him because he took his son on the medical, but it doesn't give me anywhere to put his son's name. That, that was another issue I was having.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] OK, go ahead and email that over. Yeah, go ahead and email that over to the [PII] salesman, and we'll look at it and see what's going on, um, and then I'll figure out, OK.
[CUSTOMER][NEUTRAL] Maybe it was because of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I'll email it because yeah, it and when I enter his social it kept telling me that I was entering it like in in this format it's in the wrong format it kept telling me so I was trying like with the dashes without the dashes.
[AGENT][NEUTRAL] Well, that's weird because it should give you an example out there. OK, yeah, send that over so I can troubleshoot that and see what's going on, um, and then I can get back with you and kind of let you know what happened and you know what, what the deal is and maybe we need to look and see why you can't add to that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can send, I can, I'm just gonna email the report, the spreadsheets for enrollment.
[AGENT][NEUTRAL] Mhm. Yeah. Yes, yes.
[CUSTOMER][NEUTRAL] The new business, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, I'll do that and then um I'm just sending the email now for the address changes thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.