AccountId: 011433970860
ContactId: 98a87202-49f6-4ad7-96be-ef087e3a8c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 974710 ms
Total Talk Time (AGENT): 227109 ms
Total Talk Time (CUSTOMER): 477198 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/98a87202-49f6-4ad7-96be-ef087e3a8c07_20250327T18:55_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I am one of the HR admins here at Abby Technologies.
[CUSTOMER][NEUTRAL] And I have an employee, um, his name is [PII], and we're having a hard time getting um access into his benefits. Well, from my end on my system I can see where he's paying benefits, um, and where it's getting taken out of his check, but when he goes to log in, it's giving him an error message and it says oops, there seems to be a problem, no user was found with the information that was in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Please try again. And so um we tried again and tried again and tried again and um basically it's basically saying that he's not in the system. He's since called customer service as well in which they have advised him to give, to tell HR to reach out and call. Um, so we're just trying to figure out what's going on so that we can get him seen at the doctor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, OK, that's so strange. Yeah, I can assist you with that, Ms. [PII]. Uh, what is the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, so it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And um do you have his policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, give me one second. [PII], do you have your. OK. That's OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[AGENT][NEUTRAL] Uh sure, yes.
[CUSTOMER][NEUTRAL] Oh I gotta log in to benefit.
[CUSTOMER][NEUTRAL] OK, [PII], can you shut the door so that I can hear your personal information please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, so his employee ID number is 852.
[CUSTOMER][NEUTRAL] 9815.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, that's too long. Um, do you have a copy of the card?
[CUSTOMER][NEUTRAL] You have a copy of your card? No, so that's the problem. He, he never received a card. Like if I'm, if I'm logging in, um, on the Benefit Connect from, um, our admin account, our HR account, and I see his last name, first name, status, social security number, username, but then I see employee ID number, and that's, that's, that's what it's given but when you click on it, it doesn't seem as if your system recognizes him. It's saying uh user not found and he's doing the same thing with his wife as well.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your group number? Do you know?
[AGENT][NEUTRAL] You should, you should have that information, Ms. [PII], if the group number for the whole group. Mhm.
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] Uh, let me ask for a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sorry. It's, it's my um
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Our my coworker, she does the payroll. She sets all of this stuff up, but she doesn't live here. She lives in [PII], so I had to write her, uh, be a team. Give me two seconds and she'll write back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Sure, it's OK. I understand. We, we also use Team so it's fine. I understand.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it's never an issue until like
[CUSTOMER][NEUTRAL] It becomes an issue, right? And then you need it and it's like cause any other time we all just work out at the same account and we've not had any issues until there was an issue and then it's like.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, I need a, hold on a second. OK, perfect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you have the social I can probably use that as well if you don't mind or if you don't mind.
[CUSTOMER][NEUTRAL] If I have the what?
[AGENT][NEUTRAL] You have the social.
[AGENT][NEUTRAL] If you don't mind, we can use that to search him.
[CUSTOMER][NEUTRAL] Yeah, I have his social.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that's so just not pulling anything up, um.
[CUSTOMER][NEUTRAL] Did I say your social right, [PII]?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't. Hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] 5 wrong.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna look up your wife and yeah.
[CUSTOMER][NEUTRAL] But my wife is not paying. My wife is not paying because she's not registered. I know, but I'm, I need to get her registered. What's up?
[CUSTOMER][NEUTRAL] I not.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And if you could, could you look up his wife as well, she's not pulling up at all on either one of our sides, um, like when I go to type her in from the benefit side, like I can't see her at all, as if she's never existed. She's been working with with us for quite some time. Like they received the email saying sign up for benefits, but then they've been coming in here trying to sign up for the wife, but she's been unable. Um, [PII], however, was able to sign up and it's coming out of his check like I can see it coming out. Well, let me go check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We looked yesterday, so let me just double check today.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And if you can tell me how, OK, and if you can tell me how it's coming out, like what's the name that's coming under.
[CUSTOMER][NEUTRAL] Uh, but we could see it coming out if.
[CUSTOMER][NEUTRAL] OK, so I.
[CUSTOMER][NEUTRAL] It's coming under out of [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] And I'm under his pay now. Give me one second.
[CUSTOMER][NEUTRAL] Yeah, he's getting 8424 coming out for medical and $2.33 for vision. Then he has 774 for accident insurance and then he has critical illness 401 coming out as well.
[AGENT][NEUTRAL] Is this through benefits in a card?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Is this through BIC benefits in a card?
[CUSTOMER][NEUTRAL] No, it's actually for his, it's just regular benefits like just health insurance. So medical care and vision.
[AGENT][NEUTRAL] Ms. [PII], what's the name of the employer?
[CUSTOMER][NEUTRAL] IV Technology.
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] I V Y
[CUSTOMER][NEUTRAL] And then technology T E C H N O L O G Y IV Technology.
[AGENT][NEUTRAL] OK. Um, let me, let me try to look up that group, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was I as in India, B as [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, like [PII], OK.
[CUSTOMER][NEUTRAL] Yes ma'am, like [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEGATIVE] It's this country little accent messes me up.
[AGENT][POSITIVE] Don't worry.
[AGENT][NEUTRAL] OK, uh, out of [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I think I found the group. Uh, let me go ahead and look under the group.
[CUSTOMER][NEUTRAL] She said maybe it's [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And um what's his last name one more time?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, you said the first name is [PII].
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And he's the unemployed, not the wife.
[CUSTOMER][POSITIVE] Correct. They both are, yes, ma'am.
[AGENT][NEUTRAL] Oh, they're both are, um.
[CUSTOMER][NEUTRAL] Yes ma'am, they're both our our employees here with us.
[AGENT][NEGATIVE] Gotcha. Um.
[AGENT][NEUTRAL] Any other last names that he may be using?
[CUSTOMER][NEUTRAL] Um, let me look.
[CUSTOMER][NEUTRAL] [PII] Let's see if that, if that comes up.
[AGENT][NEUTRAL] I'm sorry. No, that's DE.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Beta.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No. Um, do you know when he got activated under the group?
[CUSTOMER][NEUTRAL] Yeah, he started October, no, just your wife hold on JI.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The round started.
[CUSTOMER][NEUTRAL] Two years ago, 2 years, 8 months and 20 days. So [PII].
[CUSTOMER][NEUTRAL] 24 is when he came back, right? What day did you say? [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You upgraded to a different position, yeah, upgraded to that. I, I have the same position. I upgraded to that.
[CUSTOMER][NEUTRAL] Well, right, right, right, she wanted to know when, when you started here, um, like your actual start date [PII]. Yeah, 2 years, 8 months, 20 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] What about um
[AGENT][NEUTRAL] OK. What about the wife? What's the wife's name? It's OK.
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][NEUTRAL] The wife, her name is [PII], so [PII], same last name, um both of the last names. She started [PII]. Let me get the exact date. Uh it was [PII], yeah, [PII].
[AGENT][NEUTRAL] It's, it's fine.
[AGENT][NEUTRAL] Mhm. So it's fine. I just needed to know so I can search around that time, but now, I see that all the policies, if he had one, it was gonna be under that, um, either 25 or 2024, so.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, hm, uh, and [PII], you said the last name is the same one, so it's gonna be both of them the same [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct. Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Yeah, I don't see that either, yeah.
[AGENT][NEUTRAL] And they did.
[CUSTOMER][NEUTRAL] Yeah, that's the issue that we've been having.
[AGENT][NEUTRAL] OK, and I'm sorry, and they did, um, request for the secondary policy to be added.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where you, the gap plan?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Yes ma'am. Well, [PII] did. [PII], she was unable to sign up for benefits at all. Like we are, we're we're not unable to get any information as far as benefits for her. So we're not even able to get her logged in. It keeps saying user not found, and then when I go on our side, it's not showing her either.
[AGENT][NEUTRAL] OK, so I don't.
[CUSTOMER][NEUTRAL] So I can see [PII], but I can't see [PII].
[AGENT][NEUTRAL] Mm, and I cannot see neither of them.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you know who's the contact person for the group?
[CUSTOMER][NEUTRAL] Yeah, let me go and see if we can go get this to the board. Walk with me, [PII]. I'm gonna go talk to the board.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] And I may have to give you his number as well um so you can talk to him but give me one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] You said you need the uh group number or the the owner of the group?
[AGENT][NEUTRAL] Um, the group, yeah, the the IV technology. I need the contact person of that group, which I already have the group number pulled up. I just need um the contact person so I can get some information to see what we can do for Mr. [PII].
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, he's right here. Give me one moment. Good boy, this is uh the benefit people on the phone. [PII]'s out there, um, trying to get help as well, and they're not able to find him on their.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] My employee file. My employee file.
[CUSTOMER][NEUTRAL] Oh my gosh, I have no idea.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Why it's going crazy, but it's this, um, Gabor, so he's wanting to know about his benefits. So the, the email that he sent us earlier this morning is that I'm talking to them and they can't find him either, but they need to talk.
[CUSTOMER][NEUTRAL] Our groups.
[CUSTOMER][NEUTRAL] Like Aetna, his medical.
[AGENT][NEUTRAL] This is not Aetna, this is secondary.
[CUSTOMER][NEUTRAL] Yeah. He's our worker.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hold on 1 2nd please.
[AGENT][NEUTRAL] Mhm.