AccountId: 011433970860
ContactId: d0e37b74-2d86-4635-ae80-e24209e1a6d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236339 ms
Total Talk Time (AGENT): 60400 ms
Total Talk Time (CUSTOMER): 133795 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d0e37b74-2d86-4635-ae80-e24209e1a6d3_20250422T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How, how may I help you?
[CUSTOMER][NEUTRAL] Hello, can you hear me OK?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] OK, yeah, because I'm working from home and sometimes this uh internet doesn't work, so my name is [PII]. I work for Marsh McLennon. Marsh McLennon is an insurance brokerage and my job is to enroll people and uh I'm going on your website here to enroll a uh employee of a company and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've got everything open and when I press the button add employee it says uh oops there's a problem and to call this number so maybe you can help me out with this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Uh, what is the group number?
[CUSTOMER][NEUTRAL] 23078.
[CUSTOMER][NEUTRAL] 23078 is what it shows here on the screen Steiner Atlantic LLC.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do, do you mind, uh,
[CUSTOMER][NEUTRAL] You may need
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Do you mind verifying their address for me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hold on a second, I'll have to go to another screen.
[AGENT][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] And while, while you're doing that, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK. Thank you, [PII] and
[CUSTOMER][NEUTRAL] Have you verified? I mean, the reason why I can't get in is maybe it's blocking me from adding any members and uh this is probably what we need to check.
[AGENT][NEUTRAL] OK. And what, what was that you want me to check? I'm sorry, it was cutting out.
[CUSTOMER][NEUTRAL] I can open up the screen. I can see these companies EBI is the umbrella company Sier Atlantic is one of their daughter companies we'll call them, and I can get all the way through and I can look at all the members and everybody else, but when I go to add an employee, which is my role in this company, it a notice comes up it came up yesterday, it came up today oops, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are experiencing some problem it says something to that effect and I can't go any further.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, here's the address that I showed. This is for EVI Industries. I don't know what you have for Steiner Atlantic because you know this is there's about 12 or 14 companies under EVI. I've got [PII].
[AGENT][POSITIVE] OK. Thank you, [PII]. Um, that's what we're showing.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] You're having problems.
[AGENT][NEUTRAL] With the online service center I may need to get with our IT department and get them to call you back. Is this number that you gave me is that a direct number?
[CUSTOMER][NEUTRAL] Yeah, the [PII] is my mobile mobile phone, so they can call me back. What I'm gonna do is I'll just send in a paper form to get this guy enrolled.
[AGENT][POSITIVE] OK, we can, we can do that as well.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, is there anything else that I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you very much have a nice day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, well, thank you for calling APL and you have a wonderful day too. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Goodbye.