AccountId: 011433970860
ContactId: 8e2faf89-8d1f-4dfe-af9e-09332849339a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354579 ms
Total Talk Time (AGENT): 189810 ms
Total Talk Time (CUSTOMER): 107618 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/8e2faf89-8d1f-4dfe-af9e-09332849339a_20250121T20:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEGATIVE] Yep, I'm trying to help one of my accounts get logged in to pay their invoice and it's saying no user found so I just need to see what I messed up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, well, let's see what we can do to help you, my friend. Um, do you have the, is it for an employer group or for an individual policyholder?
[CUSTOMER][NEUTRAL] Employer group. Group number 269.
[AGENT][NEUTRAL] Do you have that uh
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yeah, that was it.
[CUSTOMER][NEUTRAL] 2690
[CUSTOMER][NEUTRAL] 269-09
[AGENT][POSITIVE] Thank you. I'm so sorry.
[CUSTOMER][POSITIVE] You're welcome. No worries.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, may I have your name, friend?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm the agent.
[AGENT][POSITIVE] Perfect. And would you be able to verify your um email address with me?
[CUSTOMER][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, I appreciate that. And just to make sure we're talking about the right account, Sugar Valley Rural Charter School.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] OK, perfect. Um, and let's see, I have.
[AGENT][NEUTRAL] The group user as [PII].
[AGENT][NEUTRAL] Um, does that sound right?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, um, so I'm willing to put email address is also [PII] as well, right?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][POSITIVE] OK awesome so I do it looks like we have [PII] [PII] in here um so I'm willing to bet that is going to be where the issue is um if you don't mind I'm gonna put you on just a quick hold, my friend, and I'm gonna figure out exactly what we need to get that figured out for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm good.
[CUSTOMER][POSITIVE] Beautiful.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team, and I have a quick question. I'm wondering if we can do something or if we need an email requesting it done. Um, I'm looking at a group, group number 26909.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm on the line with the broker and he, uh, the name for the contact was put in wrong. It should be [PII], which means the email was put in wrong. Is that something that we can change like over the phone, or do they have to send an email from the broker's office requesting that change?
[CUSTOMER][POSITIVE] I would definitely get an email just for any changes that need to be made on there yeah.
[AGENT][NEUTRAL] Get an email.
[AGENT][POSITIVE] OK, perfect. So, um,
[CUSTOMER][NEUTRAL] If I have something to back it up.
[AGENT][NEUTRAL] That makes sense. I just wanted to make sure I didn't know if it if it was with a broker, if it was something different than the just the group or if it had to be the email but.
[CUSTOMER][NEUTRAL] Either the broker or the group either one can send it to us, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But always an email that way we have it on file.
[CUSTOMER][NEUTRAL] I would think, well, now that I say that I would definitely say it from the broker just speak with the the agent because the email is gonna be different from what it comes from um.
[CUSTOMER][NEUTRAL] [PII] might be where it comes from, but I would definitely just say like from the, it looks like [PII] email, I think that would probably be best.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know what I mean? Like so that we know it's coming from a legitimate source.
[AGENT][NEUTRAL] OK, yeah, his, um his email like is um the same as the agent one on file. I mean he has a different name than [PII], but like I can, I can ask him to send an email just giving us that updated uh spelling on the name and the email address and that way will, we will get it taken care of for him.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah yeah we could definitely do that.
[AGENT][POSITIVE] Perfect. And it's it roughly 24 hour turnaround time on that?
[CUSTOMER][NEUTRAL] Um, well, usually if it's put into the hub, you know, it's, we work on those daily, so I would think at the very least it just depends on, I guess what time of day he turns, he sends over the email and it gets committed to the hub.
[AGENT][NEUTRAL] Send it in.
[AGENT][POSITIVE] OK, perfect. I'll let him, OK, I'll have him send an email then. I just wanted to make sure um that I had the right thing that I'm good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That's all thanks.
[CUSTOMER][POSITIVE] Mhm. No problem. Have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Hey, are you still with me, Mr. [PII]?
[CUSTOMER][NEUTRAL] I sure am.
[AGENT][POSITIVE] Perfect. Hey, I really appreciate your patience. Um, so we need, we need to change like the, to update it and get it corrected, um, submitted via email. Um, so do you have like the email for our care team?
[CUSTOMER][NEUTRAL] And you just look at the
[CUSTOMER][NEUTRAL] Well, it's on the master app as Kennedy.
[AGENT][NEUTRAL] Yeah, um, I guess.
[CUSTOMER][NEUTRAL] So that's
[AGENT][POSITIVE] Just because I so I, I just verified and they I was told that that we just needed it sent through as an email. I'm so sorry.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Alright, who am I sending it to?
[AGENT][NEUTRAL] Yeah, it's gonna be [PII]
[AGENT][NEUTRAL] [PII], and that's AM short for American.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][POSITIVE] Alrighty I'll send that right now.
[AGENT][POSITIVE] All right, perfect, and we will get a rush on that for you, OK?
[CUSTOMER][POSITIVE] Beautiful appreciate it.
[AGENT][POSITIVE] No worries. Thank you.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] Bye bye.