AccountId: 011433970860
ContactId: dee1c260-bfb6-441e-b431-943d5915d8bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365239 ms
Total Talk Time (AGENT): 109066 ms
Total Talk Time (CUSTOMER): 71370 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/dee1c260-bfb6-441e-b431-943d5915d8bf_20250203T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from EventStar Structures.
[CUSTOMER][NEUTRAL] And um I was calling because um so uh I needed to add 3 employees um.
[CUSTOMER][NEUTRAL] To the plan that for some reason we're not added during the open enrollment.
[CUSTOMER][NEUTRAL] Um, and I got an email saying that I can do it myself, um, via the online portal.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] But um when I select open enrollment for the reason for employment um it it has a date of [PII] and I'm not able to change that.
[AGENT][NEUTRAL] Oh, OK. Yeah, if it is giving you an error, I believe you can just send an email, [PII], and then we can add them if it's erroring. Let me just double check this really quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I know it's something about like the waiting period and the days. I'm just trying to find it here. I'm sorry for the wait.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] OK, do you have the group number there, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Can I get that from you when you have that?
[CUSTOMER][NEUTRAL] OK, it's uh 224051.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] And then if you can verify with me uh the group name, address, and then a phone number please.
[CUSTOMER][NEUTRAL] Events are structured [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] So the only thing I see on here it says, but you're not able to change the date because it says check the effective date that you're entering versus the new hire waiting period. If the effective date is past the new hire waiting period, you have to submit an email for enrollment, but it's not letting you even change it, right?
[CUSTOMER][NEUTRAL] No, not when, not for that option.
[CUSTOMER][NEUTRAL] Now for the open enrollment option.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you can send the forms then to our care team email and then they can do the enrollment and then um contact you back of course via email or call if they have any questions or concerns so let me give you that email address.
[CUSTOMER][NEUTRAL] Um, I already have the email address. I just don't have forms.
[AGENT][NEGATIVE] Oh, you just don't
[CUSTOMER][NEUTRAL] Are you, is that something you were able to send to me?
[AGENT][POSITIVE] Yeah, absolutely. Let me see here.
[AGENT][NEUTRAL] So it looks like the email we have on here it's an HR email. Do you want them sent there, [PII], or do you want them sent somewhere else? We have a.
[CUSTOMER][NEUTRAL] Yes, that's my email.
[AGENT][NEUTRAL] Oh, the [PII], OK.
[CUSTOMER][NEUTRAL] That's mine [PII] mhm.
[AGENT][NEUTRAL] OK, I will put in a request then to have those sent over to you and then yeah just send them back to the care team email and then we can um enroll them from there OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Not right now thanks.
[AGENT][POSITIVE] Have a good one.