AccountId: 011433970860
ContactId: c00d34af-e361-4c07-9cd1-be3d1dc8de8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214740 ms
Total Talk Time (AGENT): 129098 ms
Total Talk Time (CUSTOMER): 84970 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c00d34af-e361-4c07-9cd1-be3d1dc8de8c_20250122T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. My name is [PII], and I am a broker.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. I have, I'm in the process of entering some new hires for one of my accounts, and I have a question because when I'm entering them into their medling plan, it only gives me one option, plan one, and they have two options.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] This guy is going on plan one, but I just don't know why it's not showing both plans.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Uh, the group number is, hang on a second.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, the group number is 259-89 Speedy concrete Cutting.
[AGENT][NEUTRAL] So what I would
[AGENT][NEUTRAL] Um
[AGENT][NEGATIVE] That is not.
[AGENT][NEUTRAL] And what are your um you said it's for critical illness.
[CUSTOMER][POSITIVE] No, I'm talking about the med link. It's a good app.
[AGENT][NEUTRAL] OK, and on the very first page whenever you are starting the process of enrolling them you're choosing the med link correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just wanna make sure this might have to be I, this is unfortunately something that I can't like answer over the phone since it's an OSC situation um I might have to reach out to the OSC um.
[AGENT][NEUTRAL] Uh, department and have them look at it, but I am gonna need.
[CUSTOMER][NEUTRAL] Yeah, can you put a ticket in because there's something wrong because there's, yeah, they have two plans and it did, I don't know what plan one is. I mean, is it, is it the high plan, the, the 5000, is it the 3000? So I need somebody to look into that and get back to me, please.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, yeah, so that is, that is right.
[AGENT][NEUTRAL] Um, give me.
[AGENT][NEUTRAL] Give me just a second, let me just make sure that it's showing.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, yeah, is there, um, is there any way that you can email us what you're seeing also because they are going to ask because I have, I've dealt with this with a different group and they want to see um like what you're going through and like what you're not.
[CUSTOMER][NEUTRAL] Like a screenshot of what I'm seeing, who do I email?
[AGENT][NEUTRAL] Yeah, exactly, yeah, if you could send it, are you, you're [PII] if you could send it to um [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, the sales email? OK.
[AGENT][NEUTRAL] Yeah, [PII] and just explain what you're seeing get if you can give me a screenshot and then uh we can get it over to the OSC team, um, just so we don't have to go back and forth it's gonna happen.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK. I'm gonna send it in now because yeah, it, you know what, uh, yeah, I, I have, I haven't been entering any new hires, but today I'm doing this and it's something is definitely wrong.
[AGENT][NEUTRAL] We need to get it fixed.
[AGENT][POSITIVE] Yeah, OK, perfect.
[CUSTOMER][POSITIVE] Alright, I will send an email. Thank you so much.
[AGENT][POSITIVE] Thank you appreciate you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.