AccountId: 011433970860
ContactId: ebe8a6f6-3c6e-40d7-80f0-29e30bc88548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231740 ms
Total Talk Time (AGENT): 47729 ms
Total Talk Time (CUSTOMER): 136724 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ebe8a6f6-3c6e-40d7-80f0-29e30bc88548_20250516T14:52_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII] with Zervos Benefits.
[CUSTOMER][NEUTRAL] Uh, we're brokers and we have a new group that just started with uh with you guys this month, and I have a member who's trying to log in to check on his policies.
[AGENT][NEUTRAL] Where is he logging into the APL website or the?
[CUSTOMER][NEUTRAL] Yeah, the APR website and he's sending me like a screenshot of what he sees and it tells him that oops there seems to be a problem no user was found.
[CUSTOMER][NEUTRAL] So I wanna make sure that he's in the system. I see him in my website because I'm in my, you know, in the broker website, which I just got out of.
[AGENT][NEUTRAL] What is the group um number?
[CUSTOMER][NEUTRAL] OK, it's uh KC. Let me just go back in here real quick because I just got out APL.
[CUSTOMER][NEUTRAL] It is KCE is 27,040. KCE Logistics.
[AGENT][NEUTRAL] 27,040.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now when we sent over the file with all their enrollment there were no um emails on that report is that gonna affect it since there was no email address?
[CUSTOMER][NEGATIVE] Cause my boss seems to think that that's the problem.
[AGENT][NEUTRAL] I'm gonna be super honest with you. That's probably a customer service question. I have no idea about any of that, but right now when I pull up the 27,040, I only have one active user.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And that looks like [PII].
[AGENT][NEUTRAL] And I don't have any other users. That's the person's username. I was just giving you their username.
[CUSTOMER][NEUTRAL] What does that mean?
[CUSTOMER][NEUTRAL] Yeah, but now this is for an employee, they're not, not a group user. This is like on the member portal.
[AGENT][NEUTRAL] Um, let me get you to customer service. Um, this is broker Resources. I've never even logged into the user port, so it would be kind of hard for me to kind of direct that, you know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. OK. All right. That would be better.
[CUSTOMER][POSITIVE] Yeah, yeah. Thank you so much.
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Zervo's Benefits uh for Tamara, and um she has a question regarding uh the group that we just started called KCE Logistics, and the group number is
[CUSTOMER][NEUTRAL] Where is it?
[CUSTOMER][NEUTRAL] 27,040
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And we have a member who is trying to log on to the member portal.
[CUSTOMER][NEUTRAL] And I wanna he it says that he says that he's not found in the system.
[CUSTOMER][NEUTRAL] But I do show him in our system so I don't know if you can help me with that. Sure, I can help with that. Let's see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And [PII], can I get a good callback number just in case we're disconnected? [PII].
[CUSTOMER][NEUTRAL] OK, thank you and is that direct?
[CUSTOMER][NEUTRAL] Yes, or is there an extension. OK, no, no, that's you call.