AccountId: 011433970860
ContactId: bf500223-9d3d-4543-9921-3ef95bc1c7d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593830 ms
Total Talk Time (AGENT): 307125 ms
Total Talk Time (CUSTOMER): 205744 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/bf500223-9d3d-4543-9921-3ef95bc1c7d8_20250514T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[AGENT][NEUTRAL] I'm doing fine, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. I have um a group on the phone that's trying to add employees and add um.
[CUSTOMER][NEGATIVE] Family members to employees policies on the online service center and I, I pulled up the instructions and everything and tried to help but I can't.
[CUSTOMER][NEUTRAL] I'm not familiar with the the groups side of the online service center.
[CUSTOMER][NEGATIVE] And I wasn't able to help her too much.
[AGENT][NEUTRAL] What's the, what's the group number?
[CUSTOMER][NEUTRAL] The group number is 25309.
[CUSTOMER][NEUTRAL] I verified the address [PII] on the phone and I've got her callback number.
[AGENT][NEUTRAL] What's that callback number? Because, um, adding family members, I'm not sure how you do that.
[CUSTOMER][NEUTRAL] Yeah, I don't either.
[CUSTOMER][NEGATIVE] And I pulled up the guru cards and it was not.
[CUSTOMER][POSITIVE] Helpful to me.
[AGENT][NEUTRAL] Are they trying to do it on the online service center or Navigators? Yeah, I don't know anything about Navigator. So you said you had [PII]?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[CUSTOMER][NEUTRAL] No, I'm online service center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] it's a direct line there.
[AGENT][NEUTRAL] OK, and she's wanting to add.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Onto the online service center, make corrections.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, and you said you verified everything, um.
[CUSTOMER][NEUTRAL] I, I verified uh.
[AGENT][NEUTRAL] Or email address.
[CUSTOMER][NEUTRAL] I'm there I might find her email address on the online service center and I verified the address and I got her her callback number.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And her email?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh [PII]. something.
[AGENT][NEUTRAL] So you, you verified all that, so that's, that's fine. That's fine.
[CUSTOMER][NEUTRAL] And that's my friend.
[CUSTOMER][NEUTRAL] Right. Yeah, I did.
[AGENT][NEUTRAL] Oh, she can't make any changes, but Cinero.
[AGENT][NEUTRAL] They've got an EFT scheduled for the [PII] and I can't do anything, so, but sit on.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, we, we'll help her.
[CUSTOMER][POSITIVE] Thank you. Here she is.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thanks so close down my phone.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in group billing. [PII] said, um, that a good callback number for you is the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII].
[AGENT][POSITIVE] [PII], I'm sorry. I'm, I do apologize.
[CUSTOMER][NEUTRAL] Not dinner.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] So, I'm try, OK, go ahead. I'm sorry. Did you wanna say something else?
[AGENT][NEUTRAL] That's my niece's name.
[AGENT][NEUTRAL] All right. And she said that you are wanting to make corrections on the online service center. Is that correct?
[CUSTOMER][NEUTRAL] Correct because um we already took out those employees that have terminated from the system but we need to add some spouses.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To the plan and um I'm here with my colleague and we're trying to figure out how to add it because when we click add employee.
[CUSTOMER][NEUTRAL] Um, and we select qualifying events and do the marriage.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it asks for the spouse's date of birth, but it, it, it doesn't show that you we can tie it to the employee.
[AGENT][NEUTRAL] OK, so you're not actually on the online service center.
[CUSTOMER][NEUTRAL] I'm on the my billing. I'm in the billing details. She told me to go to the invoice.
[CUSTOMER][NEUTRAL] And go, uh, excuse me, under my employees and click add employee.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Say I'm not.
[CUSTOMER][NEUTRAL] Because when we tried to go under [PII] because he's the one that got married and we're trying to add his wife, when I go in to change employee, it doesn't give me the option to add a, uh, you know, a spouse.
[AGENT][NEUTRAL] OK, I'm, I, I do apologize. I'm looking at your.
[AGENT][NEUTRAL] Cause I'm not familiar with that part of it and I do apologize cause on that part. Um.
[AGENT][NEUTRAL] And I'm just
[AGENT][NEUTRAL] Wondering
[AGENT][NEUTRAL] If it has anything to do with the fact that you have already submitted your invoice for payment for an EFT.
[AGENT][NEUTRAL] That could be the reason since you paid your bill in full and you've got an EFT scheduled.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So how can we, going forward, how can we add uh spouses or domestic partners or, you know, additional family members to the plan?
[AGENT][NEUTRAL] OK. Whenever you do that, um,
[AGENT][NEUTRAL] You want to add it to the plan.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] [PII] should have been able to help you with that part because I mean I, I deal with the group as a whole on that so adding I I mean I can't technically add one but I can on the invoice once you when you have the invoice and you pull up your invoice and you need to make any changes what you would do would you would click on which you can't I can't show you I mean.
[AGENT][NEUTRAL] Help you with that part right now because it is in submitted status but when it's in an open invoice before you make your payment, you would click on the invoice number itself and you would be able to um it will bring up everybody down at the bottom and then once it brings everybody up down at the bottom it will have it would show on there um.
[AGENT][NEUTRAL] It would have an employee um.
[AGENT][NEUTRAL] You can delay an employee.
[AGENT][NEUTRAL] Uh, hold on just a moment. Let's see, you can add.
[AGENT][NEUTRAL] You can make changes to their premium and then put a note beside it letting us know to add spouse or add child or what have you on there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So should I wait after the EFT because I see that it's scheduled [PII].
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Should I wait till after that day to see if the portal allows me to make the changes?
[AGENT][NEUTRAL] You can
[AGENT][POSITIVE] Yes, ma'am. You can do that and I can double check on that for you as well. Um.
[AGENT][NEUTRAL] So, and you can also send an email to us.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] To our care team letting us know that changes need to be made to the that policy.
[AGENT][NEUTRAL] And just let us know the policy and that might be your, I mean, might wanna do that as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, just to get it rolling before the next bill.
[AGENT][NEUTRAL] So whenever they get all of them.
[CUSTOMER][NEUTRAL] Right, what is that email address?
[AGENT][POSITIVE] It's gonna be care team.
[CUSTOMER][NEUTRAL] Oh sorry to interrupt you.
[AGENT][NEUTRAL] That's it and that's fine. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. [PII] um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Yes, ma'am. I'm sorry.
[AGENT][NEUTRAL] Getting a little tongue tied there.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, OK, so let me try that. Let me wait till after the [PII], um, to see if there's any billing changes available that I can make. But in the meantime we can go ahead and email you to the, uh, email the care team.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. And that'll just get the ball, right. It'll just get the ball rolling?
[AGENT][NEUTRAL] On that part too, so we'll be.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Be ready for that. So yes, ma'am, but I will double check on that as well and see if that might be something that is um what's holding that up.
[CUSTOMER][NEUTRAL] OK, and then you'll get back to me or, or how, what do we do what's the next step?
[AGENT][POSITIVE] Yes, ma'am, and if I don't get back to you today, it would definitely be tomorrow.
[CUSTOMER][POSITIVE] Perfect. All right. Thank you so much, ma'am. Have a good day.
[AGENT][NEUTRAL] All right, [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day, OK?
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. hm. Bye-bye.
[CUSTOMER][NEUTRAL] Back