AccountId: 011433970860
ContactId: c7723eca-5c01-47db-a6a3-08bf9b21d2ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172619 ms
Total Talk Time (AGENT): 80979 ms
Total Talk Time (CUSTOMER): 67115 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c7723eca-5c01-47db-a6a3-08bf9b21d2ca_20250429T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to add a new employee on the site but it's saying um.
[CUSTOMER][NEUTRAL] It's out of, it's out of.
[CUSTOMER][NEGATIVE] It's out of let me see when I put in his higher date it says the date is outside the effective date window which doesn't make any sense because if he started [PII], 60 days would be [PII] and then he would the effective date would then be [PII] so I don't know why it's saying it's out of the effective date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, um, and what is the group number?
[CUSTOMER][NEUTRAL] The group number is.
[CUSTOMER][NEUTRAL] 22272.
[AGENT][NEUTRAL] Alright, I have the group pulled up and um
[AGENT][NEUTRAL] Um, can you verify for me who um the contact person is for this group?
[CUSTOMER][NEUTRAL] Should be me, [PII].
[AGENT][POSITIVE] All right, thank you very much, Ms. [PII].
[AGENT][NEUTRAL] And let's see, um, I do believe that we are having some troubleshoot with the online service center not allowing some um um of the users to enroll um new employees um uh what I can recommend you is to email the new enrollment to our care team email and we will manually process it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what do you need from you need the name?
[AGENT][NEUTRAL] Mhm, it's uh
[CUSTOMER][NEUTRAL] Address
[AGENT][NEUTRAL] Name, address. Mhm.
[CUSTOMER][NEUTRAL] Phone I'm gonna.
[CUSTOMER][NEUTRAL] Social Security, date of birth, what so name, address, phone, social, date of birth. What else do you need from me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and the effective date and the plan that they elected.
[CUSTOMER][NEUTRAL] And the plan that I have is this Medlink thing.
[AGENT][NEUTRAL] Mhm. The me think and whichever, um, if they have like different plans, a higher or lower plan.
[CUSTOMER][NEUTRAL] No, we just have the one.
[AGENT][NEUTRAL] OK, then just uh, just the one with Medin we will with the Medlink information, we will um relate it to the group.
[CUSTOMER][NEUTRAL] We just have the one.
[CUSTOMER][NEUTRAL] The Medin
[CUSTOMER][POSITIVE] OK, perfect. OK, now that I have that. OK, I'll send an email. Thank you so much. You have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, you're welcome. You too, and anytime you have the same issue, you can always send those enrollments and we will manually process them.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Perfect thank you so much have a great day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Bye bye.