AccountId: 011433970860
ContactId: bf25aa02-7d85-44f3-8a66-b2d4f54438cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311989 ms
Total Talk Time (AGENT): 160285 ms
Total Talk Time (CUSTOMER): 121484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bf25aa02-7d85-44f3-8a66-b2d4f54438cd_20250102T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I have a group contact well she's trying to add some members to her group and it's stating that the.
[CUSTOMER][NEUTRAL] Effective date is past the enrollment date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you help her?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] All right, you can go ahead and handle her, um, send her over, sorry. Oh my goodness.
[CUSTOMER][NEUTRAL] That's right. It's group number 26127.
[CUSTOMER][NEUTRAL] And I do have [PII] on the line. I verified all of her information.
[AGENT][NEUTRAL] 26927.
[CUSTOMER][NEUTRAL] 261-27.
[AGENT][NEUTRAL] 261.
[CUSTOMER][NEUTRAL] M squared solutions.
[AGENT][NEUTRAL] All right. And let me pull up the.
[CUSTOMER][NEUTRAL] And she says she knows she's a day behind but it won't let her add because of the.
[CUSTOMER][NEUTRAL] D
[AGENT][NEUTRAL] OK, even if it's the date, you will have to send, send them over so we can enroll them.
[AGENT][NEUTRAL] But go ahead and send her over. I'll let her know.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh my. Thank you, [PII]. You have a great day. I forgot your name. Have a wonderful day, [PII]. Let me get her on the line.
[AGENT][POSITIVE] Thank you too.
[CUSTOMER][POSITIVE] Miss [PII], thank you. I have [PII] on the line she's going to assist you further, and I hope you have a very happy new year. You too, thank you thank you bye bye.
[AGENT][POSITIVE] Hello, good morning, Miss [PII].
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Hi, I'm doing good. Um, I was just I said you were trying to enroll some uh new employees within the group, but you are not being able to. All right, since it is already um outside of the period that um they were supposed to do, um, be enrolled, even if it's a day, it won't allow you anymore. Um, what I can recommend is to uh send us over the list so we can personally enroll them.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, what, how would y'all want it done? like what would you need on there because I can type it all up and send it to you, um, so you would need their name?
[AGENT][NEUTRAL] Yes, we would, mhm, um, give me just a second to give you all the details that I.
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Uh, we would be needing.
[AGENT][NEUTRAL] Yes, it will be their name, full name, um date of birth, the effective date, their social security number.
[CUSTOMER][NEUTRAL] OK, effective date and social security number.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And then and then the plan that they wanna get into.
[AGENT][NEUTRAL] Yes, that is correct. Um, I would say, is it more than 5 employees?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, um, what is a good, I can.
[CUSTOMER][NEUTRAL] It's [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] 1516, 1718 people.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] For this, I would say that what is a good email that we could use so that way I can um send you an Excel file that can be used so that way uh we can process it quicker that we we just put it in the system instead of processing one by one,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, I got it. Um, I will.
[CUSTOMER][NEUTRAL] Now I know it's like of that I know one of them is like um they they wanna completely cancel effective for this year and then another one is they wanna cancel one and add the like they wanna cancel the accident but then add the cancer.
[CUSTOMER][NEUTRAL] So I can put all that on there?
[AGENT][NEUTRAL] Yes, um, I'm gonna request the Excel form and that, that form will, um, have like like an option, uh, and start date of benefit, uh, and you can indicate that. It also has, uh, the list of the multiple products that we have for the group for the accident, meddling, hospital indemnity depending on which ones you have, and you can plug in that, um, the information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] I think that's it for right now.
[AGENT][NEUTRAL] All right, um, I will go ahead and send, uh, I will request that form, um, to send it over. You should receive it in a couple of minutes. Um, and we will list, uh, the email address where you have to send it back to.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.