AccountId: 011433970860
ContactId: e8e332d0-3f6b-4488-bca6-d9a16eff13b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231110 ms
Total Talk Time (AGENT): 91457 ms
Total Talk Time (CUSTOMER): 118063 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e8e332d0-3f6b-4488-bca6-d9a16eff13b0_20250228T19:09_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], and I'm calling in regards to Millennium Management LLC please.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][POSITIVE] Yes, I'm so sorry. Can you hear me?
[CUSTOMER][NEUTRAL] Oh, there you are, yes. I don't know.
[AGENT][NEUTRAL] Not sure what happened. I apologize.
[AGENT][NEUTRAL] OK, um, are you the group admin, [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, um, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the group number?
[CUSTOMER][NEUTRAL] Sure, it is, uh, give me just a second. Group number is 23806.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] OK, this was for uh Millennium Management LLC um, OK, and then [PII], if you could, can you verify the address for the business please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect appreciate you verifying that and what can we help you with today?
[CUSTOMER][NEUTRAL] So I have an employee uh who should have been retroactively added by our benefits agent when I signed him up for insurance. It should be an automatic when we sign someone up for help that they also get signed up with APL because we pay for it, except the benefits agent uh overlooked this individual.
[CUSTOMER][NEUTRAL] And it is now the end of February and we need to have him covered because he did have a, have a need for a service and paid, I think he paid out of pocket. Uh his name is [PII] Can you check and see if he's on your bill yet?
[AGENT][NEUTRAL] Yes, um, and I'm so sorry those sirens kinda cut in there um so essentially he signed up but you have, he has not been um on the invoices or anything like that?
[CUSTOMER][NEUTRAL] That's right, and that's why I'm asking like, does, is he on yet because the benefits agent when I contacted them earlier in the week, they said that they had sent it out again.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, but I, I don't trust it, so it's Friday and I'd like to do clean up, so I wanna see if he's on the bill yet. If he's not, I'll add him. I'll just shoot over the email myself.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] No worries. OK, and you did say that was [PII]?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Yes, OK, so I do see him, um, and I do see that he is active. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, no worries. Is it, is it effective 121?
[AGENT][NEUTRAL] He is showing it is effective 121. I'm showing that's also what his is paid to though, um, because I see all the other group members are paid so much later of course so let me see before we go any further, let me give you um if you need it, of course, um, I, I can give you his policy number.
[CUSTOMER][NEUTRAL] I don't think so. I think if you see him on the bill, then I can just tell him to go online and download his card like that temp ID card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so if you, if, if he needs a cert.
[AGENT][NEUTRAL] We we're definitely showing him that he's active, yeah, so and he doesn't necessarily need that policy number to uh create an account or anything, but yeah, he can get the ID card there.
[CUSTOMER][POSITIVE] OK, great. No worries. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that'll do it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.