AccountId: 011433970860
ContactId: f69e2222-dfa5-4ef8-a121-4e2c272f8548
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175300 ms
Total Talk Time (AGENT): 91011 ms
Total Talk Time (CUSTOMER): 58331 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f69e2222-dfa5-4ef8-a121-4e2c272f8548_20250303T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I have um Ms. [PII] on the phone. She is with group 21566.
[CUSTOMER][NEUTRAL] She's trying to do her open enrollment in the online service center.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And it's defaulting to the year of [PII] and she said that she can't get it to change to [PII].
[AGENT][NEUTRAL] Um, first of all, they, you, they shouldn't be doing open enrollment online. They should be submitting it to us, um.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] That could be one of the reasons that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, the, what is, what?
[CUSTOMER][NEUTRAL] Alright, do you wanna go ahead and talk to her?
[AGENT][NEUTRAL] Well, I'm, um, first of all, what's the name of the group?
[AGENT][NEUTRAL] Or what's the group number again?
[CUSTOMER][NEUTRAL] The name of the group, uh, I'm sorry, the group number is 21566 Golf Maintenance Solutions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, they're supposed to renew.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on a minute.
[AGENT][POSITIVE] It looks like they've already renewed.
[AGENT][NEUTRAL] Sorry, I just have to look all this stuff up just to make sure.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Let me go back and let her know that I'm getting her help and I haven't forgot about her.
[AGENT][NEUTRAL] No, um, uh, there's.
[AGENT][NEUTRAL] The renewal is complete, so there's if it's showing [PII], I can't do anything about changing that date that's probably just an error um and billing would probably because it's the group contact doing it, it would need to go to billing and they can open up a ticket with the OSC.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to go ahead and let her speak with group billing.
[AGENT][NEUTRAL] Yeah, um, because if she's trying to change a date to [PII] and it's not letting her, then that we've got an issue with the OSC so that's because they, yeah, their renewals complete and everything, so her doing any enrollment, she shouldn't have any problems, but I would send her to billing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] Well, no problem. Thanks, [PII]. Mhm. Bye.
[CUSTOMER][POSITIVE] OK, you're welcome bye bye.