AccountId: 011433970860
ContactId: d75f2013-a987-4668-b76c-44c3318e5715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457510 ms
Total Talk Time (AGENT): 144679 ms
Total Talk Time (CUSTOMER): 139975 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d75f2013-a987-4668-b76c-44c3318e5715_20250602T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling uh APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh, this is [PII]. I'm trying to get into, I guess the new system and what no matter what I'm doing, it's not letting me in saying I don't exist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, let me take a look at this for you. And um are you registering yourself as a broker or an agency?
[CUSTOMER][NEUTRAL] Agency
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the agency name?
[CUSTOMER][NEUTRAL] Carolina healthcare benefits.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Do you by chance have the tax ID number for that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 4709.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Can you confirm?
[AGENT][NEUTRAL] Just a little bit of information about you, um, just so I can help you out. Um, do you
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What is your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that might be the issue we're having. I don't have you under Carolina Health Insurance Agency. I have you under Woodward Insurance Agency.
[CUSTOMER][NEUTRAL] OK, I thought I was on a current. OK, that's fine. I mean we can leave it underwater. That's fine.
[AGENT][NEUTRAL] Water, watered.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I thought it was, I thought, I thought I thought I was the general agent on it, but that's fine it's not a big deal. It's the same we're one and the same so.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah, so that might be the reason why you're having an issue with that, um.
[CUSTOMER][NEUTRAL] OK, so you may create an account using that, that, that, that, uh, tax ID number. Alright, can you give me that tax ID number because I can't remember. I don't have, I'm traveling and I don't have that with me.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah, absolutely. It's gonna be [PII].
[CUSTOMER][NEUTRAL] Alright, so I, I'm just going back online here creating your OOSC account that's where you want me to go or?
[AGENT][POSITIVE] Yes, sir. Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so agency next.
[CUSTOMER][NEUTRAL] Tax ID 26.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then what's this, is it, is it the city for, um, is it, is the city show in [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright, 29501.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I guess I gotta leave the site.
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Alright email address my email OK and then I'll put in.
[CUSTOMER][NEUTRAL] Choose my own.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then under the
[CUSTOMER][NEUTRAL] And under the names it's your name given name and then they use one.
[AGENT][NEUTRAL] Yes, so I would do your given name and then your, I think it's your preferred name and then your surname is your last name.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Like right, continue.
[CUSTOMER][NEUTRAL] Uh, it's not.
[CUSTOMER][NEUTRAL] Is claim not verified email address.
[AGENT][NEUTRAL] What is the email that you put in?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] Yes, that's correct. Um, OK, if you wanna send me a screenshot of that, um, I can report that to IT and see if we can get that fixed for you.
[CUSTOMER][NEUTRAL] OK, um, but I'm trying to get in because I've got a renewal that, um, I was supposed to be in 61.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just trying to get the the data on that. Can you give me the data, the number of people on the group?
[AGENT][POSITIVE] Yeah, absolutely, um, let me pull that up.
[CUSTOMER][NEUTRAL] All right, it's for um.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like right now you have 123 eligible.
[AGENT][NEUTRAL] And 117 enrolled.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright perfect and then where did you want me to send this screenshot as an issue?
[AGENT][NEUTRAL] Yeah, if you want to send it to me personally, um I can pass that along. My email is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, alright, and then what do you want me to subject this, uh.
[AGENT][NEUTRAL] If you just want to say um agency um OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just say please see the screenshots below with the issues that I'm currently having.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll get that passed along.
[CUSTOMER][NEUTRAL] OK, I'll send it to you here in just a minute.
[AGENT][POSITIVE] Alrighty sounds great thank you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.