AccountId: 011433970860
ContactId: faa57cf0-965d-46a9-9a59-3ac0ab66c3f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247509 ms
Total Talk Time (AGENT): 185016 ms
Total Talk Time (CUSTOMER): 92548 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/faa57cf0-965d-46a9-9a59-3ac0ab66c3f4_20250415T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling on behalf of OS Benefits, um, which would be the broker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, I'm basically just reaching out because I'm having to to uh file our form 5500 and um I was just wondering, do y'all provide a Schedule A or anything similar to that for me to attach? OK, that's awesome. Um, would you be able to provide me with that or is that something I can grab off the portal myself?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I'll have to request that we have a department that handles that, so I will, um, hold on just a second, let me pull you guys back up also that commission schedule that you're asking for, I sent that over to.
[CUSTOMER][NEUTRAL] I knew, I knew it was you. I knew it was you who I talked to last time. I couldn't remember or not.
[AGENT][NEUTRAL] The
[AGENT][POSITIVE] Yeah, yeah, I was gonna call you back.
[AGENT][NEUTRAL] You know, sorry, sorry, um.
[CUSTOMER][POSITIVE] No, you're good you're good, hey, I, I get it life's busy man.
[AGENT][NEUTRAL] Yeah, no, it's OK. I had to, I sent it, but I did, I can't send it to you. I had to send it to [PII] to get his permission. So, but it went, the address we have on file is for [PII]. Is she still at the OSD benefits, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, but she's not in [PII] anymore, but, but could you send it to her is what you're saying you could send it to her and then.
[AGENT][NEUTRAL] I did.
[AGENT][NEUTRAL] Yeah, because that's, that's, yeah, that's how he has his email on his account for OSC benefits. I'm not sure why, but I sent it to her asking if it was OK to send to you, so she does have it.
[CUSTOMER][POSITIVE] Awesome then I'll grab that.
[CUSTOMER][NEUTRAL] Is there any is there any way that I could, I could manipulate that on the portal to change out the emails or is that something I have to like call into the help desk or something?
[AGENT][NEUTRAL] No, [PII] needs, [PII], [PII] needs to tell us that he wants you on there and then to take [PII] off if you're gonna be the the contact person on his account and he would just need to give us permission for that. So, but yeah, what I need to do is request, I have to request a copy of Schedule A and ask them to send it to you guys and what email address, excuse me, does that need to go to?
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] That's probably gonna get a [PII].
[CUSTOMER][NEUTRAL] You can just do it to the to the to the [PII] one yes ma'am, for now, um, until I get [PII] to change that, um, but, but will we be, is this something that I would have within the week or is this something that takes a little bit longer to get.
[AGENT][NEUTRAL] OK. Yeah, OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If he emails it to the sales team, I think, um, we should, we can have our team that handles that updated. It shouldn't take too long as long as he's asking us to update his email address. I think there may be some complexity behind that. Um, we don't handle that. That's usually handled with our commissions department that sets everything up in the system, but we definitely need his permission if he wants us, I think, well, the other thing is I believe.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] We'll have to look into it because if that's where.
[AGENT][NEUTRAL] I know [PII] in our commissions department has told me before we start manipulating the address on.
[AGENT][NEUTRAL] Here it can affect the commission stuff but that's tied to his commission address. Let me do some research on that and ask [PII] just to see what needs to happen on that if it's gonna cause any problems because I don't want to mess anything up for you guys or definitely with his commission.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me ask her, and I won't give you a call back. I'm, I'm honestly, I know I had to ask on another person, and she was talking about the way the appointment thing was set up, but that was the email on the appointment and all that's tied into the commission. So let me just double check on all of that, um, and I'll let you know. But in the meantime, I'll go ahead and request that Schedule A for um and get that sent over to [PII] so you guys can have that.
[CUSTOMER][NEGATIVE] Yeah, definitely not.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will, will that, will that be sent over like within today that that schedule way just because I am kind of getting close to the deadline with this form 5500.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, if they have it available, I think there should be, um, I don't, I don't see why they can't, I would at least allow 24 hours because I don't know what the workload is on that end and what it takes for them to pull that information, but I do, we do have a team that does that, so I will email them right now and let them know that you guys need that.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well that is so perfect thank you so much for all your help as always I really appreciate it.
[AGENT][NEUTRAL] Is there anything else?
[AGENT][POSITIVE] Yeah, no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, no, ma'am, you did excellent. I'll I'll try not to bother you anytime soon.
[AGENT][NEUTRAL] OK, well, I'll get back with you. No, no, you're not bothering me at all. No, you're not bothering me at all, but I'll get back to you.
[CUSTOMER][NEUTRAL] I'm just kidding.
[CUSTOMER][NEUTRAL] OK, you
[CUSTOMER][POSITIVE] Yes ma'am you have a good rest of your day bye.
[AGENT][NEUTRAL] You too talk to you soon, [PII]. bye bye.