AccountId: 011433970860
ContactId: b5f15a33-7b83-4da8-a368-afd828c14e8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522658 ms
Total Talk Time (AGENT): 114524 ms
Total Talk Time (CUSTOMER): 259614 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b5f15a33-7b83-4da8-a368-afd828c14e8e_20250227T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good morning, this is [PII] from Hooper Construction. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good thank you OK you helped us with the uh onboarding uh a couple weeks ago?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I just have a question
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so we have a person that quit, so I was the admin. Do I need to, I need to go in.
[CUSTOMER][NEGATIVE] The website and delete them.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have all the.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] If you do have someone um that is terminated like that, um, just say you have your March bill do not just do not pay for them on the March bill, you know, anytime that happens, just don't pay ahead, you know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I was trying to get to before the March, before the end of February.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] So we're on here is the website again?
[CUSTOMER][NEUTRAL] I have yeah.
[AGENT][NEUTRAL] It um it is [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, I'm looking at your email that you sent to me.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]. OK, alright. Second question is one of the employees who was already on there added his son.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So am I also to be able to go in there and print the temporary card or is it, is that under his account?
[AGENT][NEUTRAL] It it uh you should be able to see it too, um, but he can also create his own account and see that.
[AGENT][NEUTRAL] And, and print that ID card.
[CUSTOMER][NEUTRAL] He created his account. He's the employee now he's gone ahead and added his son.
[CUSTOMER][NEUTRAL] So are you saying it should be under his account?
[AGENT][NEUTRAL] Yes, sir. Yes, sir. And yours too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see, do you have a minute? Are you busy? I'm almost there.
[AGENT][NEUTRAL] Oh, yes sir.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The user names or.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know what we did with this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm not gonna hold you up. I, I have to find a file with this user name.
[AGENT][NEUTRAL] OK, now I can give you your username.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, let me see, no, we don't have access to the password, but I can definitely give you that username.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] That's fine. [PII].
[AGENT][NEUTRAL] Um, it is actually [PII] is the username.
[CUSTOMER][NEUTRAL] OK yes.
[CUSTOMER][NEUTRAL] OK, so is that any caps?
[AGENT][NEUTRAL] That's so sorry. I'm so sorry. [PII], and all lowercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it should be.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I'm gonna
[CUSTOMER][NEUTRAL] So OK, so can, can you direct me how to, uh, I see an invoice from.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, my employees?
[CUSTOMER][NEUTRAL] So then if I go I see him.
[CUSTOMER][POSITIVE] Hit the plus
[CUSTOMER][NEUTRAL] And uh change employee delete employee.
[AGENT][NEGATIVE] And just delete yes sir.
[AGENT][NEUTRAL] Who is the employee?
[CUSTOMER][NEUTRAL] [PII], there it goes it was taking a while, um, qualifying event.
[AGENT][NEUTRAL] OK, and I can
[CUSTOMER][NEUTRAL] He resigned uh.
[CUSTOMER][NEUTRAL] Terminated to cease open enrollment.
[CUSTOMER][NEGATIVE] None of them apply.
[AGENT][NEUTRAL] Uh, what are those choices?
[CUSTOMER][NEUTRAL] The choices are terminated, laid off, deceased, military.
[CUSTOMER][NEUTRAL] A voluntary termination. There it goes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] And it was effective last Friday.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I hit continue.
[CUSTOMER][NEUTRAL] Deleting our boss.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so now if I go back, um, I'm under [PII] that's where the I was looking for.
[CUSTOMER][NEUTRAL] So that's the employee.
[CUSTOMER][NEUTRAL] But I don't see his son underneath here.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] We're in
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] OK, you should be able to see him there. Um, he is in our system.
[CUSTOMER][NEUTRAL] An employee or no?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's not an employee, so I don't know how that works so.
[AGENT][NEUTRAL] He should be listed as a dependent under [PII].
[CUSTOMER][NEUTRAL] Tell me.
[CUSTOMER][NEUTRAL] So if I click his so um products.
[CUSTOMER][NEUTRAL] Profile
[CUSTOMER][NEUTRAL] Change employee so I hit the plus sign on his name.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I can't OK.
[CUSTOMER][NEUTRAL] Some kind of
[CUSTOMER][NEUTRAL] So I'm back at the main menu where it says my billing my employees recent activity.
[CUSTOMER][NEUTRAL] So do you want me to go to my employees?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then do you want me to click the cross?
[CUSTOMER][NEUTRAL] The plus sign under [PII].
[AGENT][NEUTRAL] Yes. Uh-huh, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Profile products claims.
[CUSTOMER][NEUTRAL] File claim change employee delete employee.
[AGENT][NEUTRAL] Do you, does it say view employee?
[AGENT][NEUTRAL] Across that little dashboard.
[CUSTOMER][NEGATIVE] No, it doesn't.
[CUSTOMER][NEUTRAL] Employee profile products I can click products oh there it's under OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So OK, so I hit products and then I can see his name dependents.
[CUSTOMER][NEUTRAL] And then the ID card.
[CUSTOMER][NEUTRAL] Monthly
[CUSTOMER][NEUTRAL] So I'm trying to pull up the ID card.
[CUSTOMER][NEUTRAL] Credit card.
[CUSTOMER][NEUTRAL] OK, so now it's [PII] employee and child.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And just to let you know we received the notification for [PII].
[CUSTOMER][POSITIVE] OK great that's awesome.
[CUSTOMER][NEUTRAL] Always thank you. I appreciate your help. Um, one last question is, so do, do I need, so the this one by adding the um dependent, that's a payroll deduction. Do I have to go to the payroll company now on that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, alright, well you enjoy the rest of your day thank you for your help I appreciate it.
[AGENT][POSITIVE] You too and anytime, no problem at all.
[CUSTOMER][POSITIVE] Awesome thanks.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Take care.
[AGENT][POSITIVE] Thank you.