AccountId: 011433970860
ContactId: f7ebd183-be8c-48ce-b819-23683d436b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172580 ms
Total Talk Time (AGENT): 78216 ms
Total Talk Time (CUSTOMER): 115421 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/f7ebd183-be8c-48ce-b819-23683d436b56_20250108T19:39_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], hi, this is [PII] calling from the broker's office. I'm calling, uh, hello, I'm calling regarding group number 17295. That's uh United National Clothesout Stores. Um, I just, they just renewed [PII] and of course, the executive vice president, uh, said, oh, I forgot to add my daughter, right, to, to his plan, so.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] How can I help?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I need to add it, but it's gonna be retroactive, I guess, to, to [PII]. You know, we're, we're, I go, look, we're already in January, but he says, oh, you know, blah blah, blah. So anyway, um, I have access to the portal, but I can't, I can't add her here in the portal. I have to send, so I have to send a request, but do I have to fill out an enrollment app or something? I mean, to request like a special exception to add her. I mean, I, I don't.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep.
[AGENT][NEGATIVE] Yeah, you can't go back.
[AGENT][NEUTRAL] No, no, if you'll just that enrollment template that if you have that Excel template, if you can just, you know, basically.
[CUSTOMER][NEUTRAL] Where is that?
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Cause I should, I'll save that if, if, uh, you know what, I don't have a copy of that. I would love to be able to use that because it's probably a lot easier. Where do I find that in the portal, I wonder.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you probably you would have to go, are you logged into your actual like secure account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] broker.
[AGENT][NEUTRAL] Yeah, so it's on the soft secure site you can get access to it, but.
[AGENT][NEUTRAL] Um, you cannot from, from your secure portion. What's your email, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Alright, [PII], give me a second and I'll send you a copy of that.
[CUSTOMER][NEUTRAL] [PII]. And then where do I send? Do I send it to uh billing collections or?
[AGENT][NEUTRAL] You'll just send it to [PII] and basically.
[CUSTOMER][NEUTRAL] Oh, OK. Go, hi [PII].
[AGENT][NEUTRAL] It'll just be like I don't know I'm gonna I'm gonna I'm gonna make this up um if let's just say this this guy is [PII] you're gonna put him on there and then just indicates a change and you're adding a dependent and you'll see on the template it'll make sense to you when you get it.
[CUSTOMER][POSITIVE] It'll be obvious. OK. Yeah, I, I work with a million of those. OK, and then just send it in uh ASAP. All right, thank you so much. I, uh, very greatly appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course sir anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, that's it. Do I, do I make it, do I say like, hey [PII] like that, or?
[AGENT][NEUTRAL] Uh, yeah, or you can just say hi [PII] we have somebody that needs to, you know, make an enrollment correction, yeah, yeah, yeah, mhm.
[CUSTOMER][POSITIVE] Hi team, OK, so I could just say like, like whoever. Got it, got it, got it, got it, got it. OK. All right, thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're very welcome, sir. Thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.