AccountId: 011433970860
ContactId: c08a6f0d-1cde-4339-b1f7-0110065e44d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495440 ms
Total Talk Time (AGENT): 121028 ms
Total Talk Time (CUSTOMER): 210077 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/c08a6f0d-1cde-4339-b1f7-0110065e44d9_20250417T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, how are you? I'm calling because.
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Yes I can.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, sorry, I'm, I'm on American Public Life website trying to delete one of my employees that I've been trying to delete for two months, and, um, it's every time I go to do the delete it's saying we're experiencing difficulties so I think I would try to give you a call because I've been trying to get him terminated since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, uh.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Do you have your group number?
[CUSTOMER][NEUTRAL] Every time I, I, I.
[CUSTOMER][NEUTRAL] Sure, group number 17271.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you have the address of the group?
[CUSTOMER][NEUTRAL] The address of the group? Sure, it's uh [PII].
[AGENT][NEUTRAL] OK, and can I get your name and your callback number, please?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] and my callback number [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] OK, let's see what we've got going here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so trying to terminate a member, correct?
[CUSTOMER][NEGATIVE] Trying to terminate one and add another one employer employee.
[AGENT][NEUTRAL] OK, let me check on.
[CUSTOMER][NEUTRAL] But um I
[CUSTOMER][NEGATIVE] For some reason, the portal's not letting me add an employee or delete an employee. I have the whole page up, but I don't know if there's it's saying there's always a problem. Oops, there's been an error. It looks like we're experiencing technical difficulties. Continue experiencing issues, please contact customer service. OK, so I keep doing that.
[AGENT][NEUTRAL] OK, let's see, so.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Because we need to have something in writing, um, we do have if you can email us then we can get it terminated um and that email if you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Uh, email is [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry, say that part again, you faded away.
[AGENT][NEUTRAL] Um it was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and now if I need to add an employee can we do that as well or I need to add him by?
[CUSTOMER][NEUTRAL] The same way by emailing.
[AGENT][NEUTRAL] Let me see if that's the same thing. Um.
[AGENT][NEUTRAL] OK, yes, looks like it's the same thing if you'll include that in that email.
[CUSTOMER][NEUTRAL] So how do I, what do I need as far as the information to add him, add a new employee just the name.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yes, name, um.
[CUSTOMER][NEUTRAL] Or just submit a form
[AGENT][NEUTRAL] What we need.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Alright, so you're getting the same error message when you try to add. Let me make sure that's correct though. I do know for certain we need term when you term an employee we need to be emailed, but let me double check something. Can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh sorry about that thank you so much for holding. Do you use another enrollment platform or is this what you've enrolled employees on in the past?
[CUSTOMER][NEUTRAL] No, I just, I've been giving them to my agent, but I figured I just says I could do that online myself, so I thought I would just try to edit myself online on my portal, but it's not letting me do that either. Is there a way you can let me do it online myself?
[CUSTOMER][NEUTRAL] Or do I need the form? I have the forms.
[AGENT][NEUTRAL] Yes, so the
[CUSTOMER][NEUTRAL] I just thought I'd keep on.
[AGENT][NEUTRAL] Yeah, the enrollment, the enrollment form, if you can, that's, that's what I'm seeing here. If you can actually complete the enrollment form, once that's completed, you can also email that to the [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] While I'm on there.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sorry for the confusion.
[CUSTOMER][NEUTRAL] OK, so that, that's OK. I thought since I had the online account I could do that all online, but OK, since I can't, I'll email that enrollment form over.
[CUSTOMER][NEUTRAL] To you and did you know, do you know if they've updated the form in the last year because I've been with you guys for a long time. Is there a way you can email me a new form to make sure I have the right one? Let me see what I have here.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] ATL hospital rider, it's so old.
[AGENT][NEUTRAL] Yeah, let me put in a request to have that emailed to you, make sure we have the right one, and that that one you have isn't outdated. I'll send you the most recent one.
[CUSTOMER][NEUTRAL] Some years.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You got so many years. I don't know if the one I have is even too old. OK, so can you have my email address on file there or which email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, will you confirm that for me?
[CUSTOMER][NEUTRAL] I have um I have my personal one or my business one. I don't know if it's [PII] [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] OK, so yeah, that's fine. If you can just send another um enrollment form pack so I have it in my.
[CUSTOMER][POSITIVE] Files for all my future guys, um, that would be great.
[AGENT][POSITIVE] OK, we'll get that sent over to you just out for that.
[CUSTOMER][NEUTRAL] And I need you.
[CUSTOMER][NEUTRAL] It's for the employee now and I guess I'll see the back date on it so OK I'll put the back date on for.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, 1 or [PII]. OK.
[CUSTOMER][POSITIVE] That'd be great thank you so much then.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.