AccountId: 011433970860
ContactId: d6509a5c-6326-4ea5-b53e-066c7e312493
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179539 ms
Total Talk Time (AGENT): 99573 ms
Total Talk Time (CUSTOMER): 66098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/d6509a5c-6326-4ea5-b53e-066c7e312493_20250327T20:01_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from NES. I have a question on one of our groups.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] All right, and what's that group number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Wait, oh, I had 26,750.
[AGENT][NEUTRAL] 7, I'm sorry, 26, 7 what?
[CUSTOMER][NEUTRAL] 50.
[AGENT][NEUTRAL] 50. OK, thank you. I'm sorry, what did you say your name was? My phone cut out on my side.
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK, and what agency did you say you were with?
[CUSTOMER][NEGATIVE] NES solutions.
[AGENT][POSITIVE] Any NAS OK, perfect. One second, let me get my screen up here.
[AGENT][NEUTRAL] 750 let's see right on my VE Group Venetian LLC is that the group you're calling in regards to? OK, how can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I have an employee. Well, this group should be integrated with ADP, but I have one employee who enrolled in an accident back in November, but he's not showing, he hasn't been showing any of the invoices.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way we can add him, like retro? Because they've been deducting him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, was he added on ADP on the electronic feed?
[AGENT][NEUTRAL] Did you say it was an electronic feed? OK, hold on just a second, let me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can get all this to pop up.
[AGENT][NEUTRAL] OK, there we go. What's the last name?
[CUSTOMER][NEUTRAL] Can you give me one moment? I'm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The last name is [PII]. Wait let me know because I don't know if it's gonna hang up, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] Yeah, I don't have a bios in here. I Cuevas and [PII] and [PII], just a [PII].
[AGENT][NEUTRAL] But I don't see. OK.
[CUSTOMER][NEUTRAL] Yeah, just have to be
[AGENT][NEUTRAL] Yeah, so if it's coming through on electronic feed and you're saying you're saying it was on the electronic feed?
[CUSTOMER][NEUTRAL] Yeah, it should have been because when they did the integration.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I would send an email to the [PII] sales um it's [PII] stating that this person is supposed to have whatever coverage effective on whatever date and that it was entered on this on the electronic file feed. Can this please be added and retroactive to whatever that date is and then we'll go in and check with our team that does the file feed on the back end.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] To see if it came through and get it corrected um but yes we can do whatever we need to do to get that taken care of for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They'll be back premiums due if they haven't been paid, but yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][POSITIVE] OK, perfect. I'll make one now. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're most welcome have a great day bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.