AccountId: 011433970860
ContactId: a5bfcf76-33bc-48fd-b8e5-ea83a3f17e18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149199 ms
Total Talk Time (AGENT): 65127 ms
Total Talk Time (CUSTOMER): 64645 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a5bfcf76-33bc-48fd-b8e5-ea83a3f17e18_20250613T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Herman Benefit Solutions, and I have got a new hire to enroll, but their effective date was prior to today's date, so it's telling me that I have to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the group number?
[CUSTOMER][NEUTRAL] Um, well, that's a good question. Sorry, I wasn't ready for that one.
[AGENT][NEUTRAL] No, that's OK. I'm just, I know there's a work around. Let's see.
[CUSTOMER][NEUTRAL] Uh huh get it here.
[CUSTOMER][NEUTRAL] Oh, no, I got it. Uh, it's 22517.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It should be growing green.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like if the effective date is past the higher date, what they have us do is they have you send an email um to our care team with their information and then they um process that. So let me give you the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, it's Care Team, just the way it sounds, [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] In all one word.
[AGENT][NEUTRAL] And it's, mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's at [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then just uh submit the enrollment form there and then they will uh respond back to you when it's all taken care of.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well they didn't we don't have an enrollment form because they do like an online platform so if it's only the employee enrolling I just pull that sheet of what they're electing and of course I have all their personal information in there but if you know yeah if I can't just put the information in an email I'll I'll make them fill out an app which I can do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh OK. All right, not a problem. OK, not a problem. Is there anything else?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] All right. Have a great weekend. Uh-huh.
[CUSTOMER][POSITIVE] All right, thank you so much you too bye bye.
[AGENT][NEUTRAL] Bye bye.