AccountId: 011433970860
ContactId: cecf8819-5825-4529-9588-b7a7214e78cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 659929 ms
Total Talk Time (AGENT): 315053 ms
Total Talk Time (CUSTOMER): 296369 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cecf8819-5825-4529-9588-b7a7214e78cc_20250415T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, I'm so sorry. We, we, your, uh, our connection is bad. How are you?
[AGENT][POSITIVE] Oh, I'm doing well. How are you doing today? This is [PII] with APL.
[CUSTOMER][NEUTRAL] Hi [PII], I don't know what's happening. It keeps skipping. Wait, let me see if I take you off speaker. Let's try it now. Can, can you hear me?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's better. OK, so.
[AGENT][POSITIVE] Yes, ma'am. I can hear you well.
[CUSTOMER][NEGATIVE] I'm calling um for a group called Legacy Healing. I'm trying to process uh an enrollment online and I keep receiving an error.
[AGENT][NEUTRAL] OK, alright, and, and may I please get your name and your group number?
[CUSTOMER][NEUTRAL] My first name is [PII].
[CUSTOMER][NEUTRAL] And the group number is let me go back.
[CUSTOMER][NEUTRAL] Um, what is the group number here? Wait a minute.
[CUSTOMER][NEUTRAL] Nope, group number 26,330, sorry.
[AGENT][NEUTRAL] Thank you Ms. [PII], and you're in the process of trying to enroll a new member and it's giving you an error in the online service center, is that correct?
[CUSTOMER][NEUTRAL] I'm gonna try it one more time.
[CUSTOMER][NEUTRAL] Yeah, let me just, I'm gonna try it one more time. This is like my 5th attempt.
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] And when I go to click.
[CUSTOMER][NEGATIVE] When I go to click add employees it says oops, there is an error we're receiving we're experiencing technical difficulties and that it told me to contact customer service option number 4. So here I am.
[AGENT][NEUTRAL] OK, all right. OK.
[AGENT][NEUTRAL] The online service center and see if I can see anything um.
[AGENT][NEUTRAL] I'm looking now.
[AGENT][NEUTRAL] OK, Ms. [PII], um, I noticed that you're not the contact person on the group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK, you must have [PII], she's, uh, um, I work on the, the broker's end, the agent's end, and I'm just trying to manually input someone.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so you're with the broker and the agent. um, can you please just uh verify the physical address for the group for me please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The address is, give me one moment, there's uh [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It looks like I have a [PII].
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Let me see what's in your portal, um.
[CUSTOMER][NEGATIVE] Will it even let me hit that. No, it's not. I don't see no and if when I'm like in the front of the portal, it just gives me like I mean is.
[CUSTOMER][NEUTRAL] Her email address and her phone number. I don't, I can't physically see the address that's on file.
[AGENT][NEUTRAL] OK. I understand.
[CUSTOMER][NEUTRAL] Um, maybe if I look at a bill.
[AGENT][NEUTRAL] Uh, let's do it another way. Can you please verify the agent and the email address for the agent?
[CUSTOMER][NEUTRAL] It should be um [PII] and the email address is [PII]. Did I get that right?
[AGENT][POSITIVE] Yes, that's. You did, yay.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I get the booby prize.
[AGENT][NEUTRAL] Woohoo
[AGENT][NEUTRAL] OK, so I'm looking at it and it looks like everything is is matching up in the online service center. Have you tried to get all the way back out of it and then try to go back in?
[CUSTOMER][NEGATIVE] Yeah, like I, I logged out, I logged back in, I clicked off the whole site altogether. I please don't tell me to clear my cookies. That's, that's, uh, let me try one more time. Let me try one more time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Because I like to enroll them manually and then.
[AGENT][NEUTRAL] And you're using it with.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And you're using their username?
[CUSTOMER][NEUTRAL] I'm in Chrome, like I, I, it's it.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I'm just, I'm logging into the portal under my stuff, and when I go to add an employee, which is what I always do, it's telling me, let's see one more time, yeah, it says oops, there's an error we're experiencing tech technical difficulties.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I don't know, and you're saying it's not on your end.
[AGENT][NEUTRAL] No, I'm not seeing anything on my end, but so what I'm gonna do is I am gonna go ahead and transfer you on over to group billing to see if they can um assist you further as far as helping you from the agent's point of view because the information that I have is for the group and the group um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] User name and all that information is what I see. I don't see any other information for agent to be able to get in so we're gonna get some further help, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you OK.
[AGENT][NEUTRAL] You're very welcome, um, it's gonna be a brief hold, you too, Miss [PII], it's gonna be a brief hold while I transfer you on over. um, real quick, let me get your callback number just in case the call gets dropped. I'll be able to call you back.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK. Thank you so much. And I hope you have a wonderful week. I've enjoyed talking with you. It's gonna be a quick hold. All right. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You too, you too.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you for calling IPO. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got um Ms. [PII] on the phone. She is with group 263-30. Uh, she is trying to add a new member in the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it's giving her errors. She's actually with the agent's office and the broker's office and she did verify the agent and the address and everything. I can't see uh.
[AGENT][NEUTRAL] Agent or broker information on the online service center I only see the group's information to be able to help her get through.
[CUSTOMER][NEUTRAL] Yeah, um, group billing we don't, we don't have access to what agents and brokers do, nor, uh, we, we can't, we've never been able to set them up. Let me, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Is that gonna be um broker resources maybe?
[CUSTOMER][NEUTRAL] Yeah, that's where I would try because they can, they would be able to assist him as as far as adding someone if they're logging in at the broker level.
[AGENT][POSITIVE] OK. All right. Thank you, [PII]. I appreciate it. I'm gonna go ahead and get her back and then try to get her over there. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][NEUTRAL] Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] back with you again. So I'm gonna go ahead and transfer you on over to Broker Resources since you're with the broker's office and the agent's office, um, and see if they can help you further. OK, it's gonna be a quick hold and what is your last name please?
[CUSTOMER][POSITIVE] OK. Awesome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Quick hold while I transfer you over to Broker Resources. Bye bye.
[CUSTOMER][POSITIVE] Thanks. OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], it's [PII] in the care team. I hope I've got the right person.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got Ms. [PII] on the phone. She is with the agent's office of [PII] with group number 26,330. She is trying uh from the agent side of the online service center to add a new employee.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] And she's getting errors and I can't see the agent side. I can see the um group side and the username for the group but I I don't see any information for the agent side.
[CUSTOMER][NEUTRAL] What is she, what do you know what her um effective date she's tried to put in?
[AGENT][NEGATIVE] No, I did not ask her that. She just said that she kept getting errors.
[CUSTOMER][NEUTRAL] It's probably because of the effective date. I bet she's trying to do 41 and if it is anything past the current date it's gonna throw up errors because that would have to go to um yeah I would have to go to new business for them to uh retro date the back yes I mean I can talk to her if you want but whatever you wanna do if you wanna ask her that and like I'll yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Add it
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me ask.
[AGENT][NEUTRAL] Um, let me go back to our
[AGENT][NEUTRAL] Yeah, let me ask her real quick if that's what she's trying to do, OK? It's gonna be quick hold I'll be right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, should, should I just call back?
[AGENT][NEUTRAL] Hi, it's [PII] again.
[AGENT][NEUTRAL] No, ma'am. Got a quick question for you. The date, the effective date you're trying to put into the online service center for the member, is it today or is it uh before today?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh today.
[AGENT][NEUTRAL] It's today at [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, I'm gonna uh go ahead and release you to Broker Resources, it's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hey [PII], this is [PII]. She is trying to put it in with the effective date of today.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] It's um let's see [PII].
[AGENT][NEUTRAL] And she's asking if she should call back because we've come back and forth.
[AGENT][POSITIVE] No, I'm gonna get you some help.
[CUSTOMER][NEUTRAL] Oh really.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] What's her specific error saying? Like, is it saying that it's outside the effective date or it's outside of the.
[AGENT][NEUTRAL] She just said she.
[AGENT][NEGATIVE] No, she didn't give me the error. She just said it was giving her error messages and she's tried it 6 times.
[CUSTOMER][NEUTRAL] And just send it to me. Let me see if I can.
[AGENT][POSITIVE] OK. All right, thank you, [PII].
[CUSTOMER][NEUTRAL] Um, let me see if I can do that, yeah, of course.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.