AccountId: 011433970860
ContactId: 9684ab65-12d6-4300-8062-8aa3f7a065c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338980 ms
Total Talk Time (AGENT): 158398 ms
Total Talk Time (CUSTOMER): 133079 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/9684ab65-12d6-4300-8062-8aa3f7a065c7_20250304T19:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with governmental Management Services. Um, I was speaking with somebody a few minutes ago and it like cut out or something. I don't know, but I couldn't hear, I couldn't hear the, the, um, representatives. But anyway, I'll tell you what my problem is. Um, we just went through open enrollment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And the new policies begin on [PII]. I'm trying to enter some new employees into your system and it is not letting me enter anyone.
[AGENT][NEUTRAL] When you like for the, um, when you're when you're adding an employee.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, I'm trying to add some employees and and it your system so like the open enrollment date is [PII] I mean it's like the numbers like you can't add a number in.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We've been
[CUSTOMER][NEUTRAL] And then also, OK, go ahead.
[AGENT][NEUTRAL] We've been, um, have, I've been receiving or we've been receiving calls, um, so they are aware and working on the enrollment part of that of the online service center, they're doing some changes to it. Um, so you can, well, first, I don't want to jump again, 1st may I have your name and a good contact number and then the group number and um we can go from there, but I'll let you know what.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, [PII] is my name.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Our.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The the name of our company is governmental Management Services.
[CUSTOMER][NEUTRAL] And let me see if I can find the group number it's not.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Oh, it's OK. I found it. You said governmental management services?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, here it is. Hold on one moment.
[CUSTOMER][NEUTRAL] Looks like group 21302.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] So I'm pulling that up now and um [PII], I have you here. I just need you to verify the address, phone number and your email address.
[CUSTOMER][NEUTRAL] OK, address [PII].
[CUSTOMER][NEUTRAL] Um, phone number [PII] and my email address is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So, um, all you'll need to do is email the care team, so it's CARE.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And then for the subject, um, you can put group enrollment on whatever you want for the subject, just make sure you put the group number and then um you can send the enrollments to us and actually,
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I mean, is there a form or anything? Because there's a lot of information, yeah.
[AGENT][NEUTRAL] That's what I was just stopping for. Let me, yes, let me um get broker, it just clicked in my head when I paused. Um, let me go ahead and get broker resources and they'll email the forms to you to enroll, um, but hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome and before I do um get the broker resources representative, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Alright, well, thanks for calling APL. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing good. I hope I'm in the right place. I have a group admin, they're trying to enroll and online service center is giving them like all these weird glitches, and I gave her the care team email, but then I was like, wait a minute, there's enrollment forms. So, do I need to get her to you, right?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah I mean I can talk to her.
[AGENT][NEUTRAL] OK, I just want, I was like, wait a minute, I'm missing something, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] I'll talk to her.
[AGENT][NEUTRAL] Um, so it's, it's group number 21302.
[CUSTOMER][NEUTRAL] 21302.
[AGENT][NEUTRAL] And we're speaking
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're talking to [PII]. She's the group admin.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] It's OK. [PII].
[AGENT][NEUTRAL] [PII], OK. Hold on one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] how are you?