AccountId: 011433970860
ContactId: d34e1565-845f-4d82-bb77-c73e62d096a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463679 ms
Total Talk Time (AGENT): 161049 ms
Total Talk Time (CUSTOMER): 202801 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d34e1565-845f-4d82-bb77-c73e62d096a2_20250114T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um,
[CUSTOMER][NEUTRAL] I was given our um renewal information lead for um our employees and I need to add a few a few employees for our plan, um, and the start date should have been [PII], um, and the system isn't let me add the employees so I wanted to, to know how I can do that.
[AGENT][NEUTRAL] So you're trying to add the employees to the uh online service center?
[CUSTOMER][NEUTRAL] Yeah, through the online plan, um, I, I do have, um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yeah, I'll open another month the plan should have started on the [PII], and we already have an existing plan, but um.
[CUSTOMER][NEUTRAL] People got their forms to me late because we were given our information late by a broker, so I did aload your um old products enrollment template.
[CUSTOMER][NEUTRAL] So I don't know if I could send that to somebody.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Mhm. Let me try and see what we can do. If not, you can always send a request by email, um, but let me go ahead and get the group number and your name.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, on the whole.
[CUSTOMER][NEUTRAL] Hm, uh, group number is 21198.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] My name is [PII] Last name [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Sure thing it is.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] There are no it's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just need to verify some additional information on the group. May I have the group name and the address?
[CUSTOMER][NEUTRAL] So the group name is USA USAC Airways 693 LLC um and the address is [PII].
[AGENT][NEUTRAL] OK, we have [PII]. Is that incorrect?
[CUSTOMER][NEUTRAL] Yeah, that's an old.
[CUSTOMER][NEUTRAL] That's an old address, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] The, the last, the bill I have or the invoice for [PII] has somewhat the correct address was missing some letters.
[AGENT][NEUTRAL] OK. All right. And what is your email address?
[CUSTOMER][NEUTRAL] So, mine is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and we're trying to add, OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so you already click on the plus um for your employers and then you try to add them or it's just not giving you that option?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I tried, I clicked on my employees and I hit add employees.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So when I put
[CUSTOMER][NEUTRAL] Um, reason for renewal you hire.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So not new hire, um, open enrollment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The net effective date it's given me is the [PII].
[CUSTOMER][NEUTRAL] So it's as if the first date.
[CUSTOMER][NEUTRAL] The defective date is prior to today's date please call APS that's your number, sir.
[AGENT][NEUTRAL] OK, so it seems like yeah you have to probably send it by um by an email. Let me go ahead and give you the correct email and make sure. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see we.
[CUSTOMER][NEUTRAL] And also, can I change it, it doesn't seem that it's um.
[CUSTOMER][NEUTRAL] It doesn't seem like I'm able to change an address either. I have an employee that changed his address. Can I set an existing employee? Can I change that online or, um, can I send that as part of the request?
[AGENT][NEUTRAL] Yeah, it has to be sent in writing for a change of address for a group. Mhm yes.
[CUSTOMER][NEUTRAL] No, not a big group for first this is for one employee.
[AGENT][NEUTRAL] Oh, for one employee? Oh,
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] 00, well, then you can just deal with one thing at a time. I'm probably just.
[AGENT][NEUTRAL] OK, um, bear with me just a second, OK, here we go. OK, let me try that. It didn't work. OK, so the next step.
[CUSTOMER][POSITIVE] Yeah, take your time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you will send a request to our care team.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it's gonna be [PII].
[CUSTOMER][NEUTRAL] And play the one way, right?
[AGENT][NEUTRAL] You want me to repeat it one more time?
[CUSTOMER][NEUTRAL] No, no, I asked if clear to is one word.
[CUSTOMER][NEUTRAL] Is it, is it one word or is it hyphenated?
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh no, it's all together [PII] it's all together.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Mhm. OK. So you will go ahead and submit the enrollment forms through there and then you will submit a um a separate request for the address to be changed for the the specific member so we can go ahead and change it as well.
[CUSTOMER][NEUTRAL] Um, all right. Um.
[CUSTOMER][POSITIVE] OK. All right, no problem.
[AGENT][NEUTRAL] OK, is there any
[CUSTOMER][POSITIVE] Alright, thank you very much. I'll send it through shortly.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today? Any other questions or concerns?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You have a good afternoon, sir. Thank you.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.