AccountId: 011433970860
ContactId: fad12c69-9faf-4933-a07b-02339ad87068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372980 ms
Total Talk Time (AGENT): 158911 ms
Total Talk Time (CUSTOMER): 186711 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fad12c69-9faf-4933-a07b-02339ad87068_20250422T13:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling IPO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I have a group on the line uh they're having trouble, um, deleting an employee in the OSC they're getting an error message.
[CUSTOMER][NEUTRAL] Um, [PII] told me to transfer to group billing.
[AGENT][NEUTRAL] Um, what's the group number?
[CUSTOMER][NEUTRAL] It is 23917.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] Um, [PII], she verified all the information. She is on the OSC, but for some reason her account is showing suspended, um, but she says she's still able to log in to her OSC is, um, her and [PII], every time they go to try to drop someone, um, it's giving them an error message saying that there's technical difficulties.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's just gonna be an IT thing. Um, you can send it to me.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] are you getting him back.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Yes, this is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII], yeah, I was on hold because uh I was receiving assistance for a um an issue that I'm having on on the portal when I log in to delete an employee.
[AGENT][POSITIVE] OK, I can uh try to help you with that. Let me get it.
[AGENT][POSITIVE] Hold it up real quick.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Which um user name are you logged in under? Start there.
[CUSTOMER][NEUTRAL] I'm logged in under my own account. Um, it's under [PII]
[CUSTOMER][NEUTRAL] Let me log out and log back in so that I could tell you.
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alright, so that's an active one, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You you do show it as active right? because I'm logged, I mean I'm logged in um the previous person.
[AGENT][NEUTRAL] Yeah, the username [PII] is active, um.
[CUSTOMER][NEUTRAL] What's the which is the inactive one?
[AGENT][NEUTRAL] Uh, [PII] It's a [PII] email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And uh [PII].
[CUSTOMER][NEUTRAL] Oh OK, OK, got it. That's just because they changed my email address because I, I, I'm calling on behalf of the employer, but I also do, um, I also am enrolled in the, the benefit.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let's see here. When, OK, so when you're trying to delete the insured, what are, what are your, what are your steps? What are you doing?
[CUSTOMER][NEUTRAL] So I just log in it's basically what the way I've done it before, um, I log in, I select the employee that's been separated from the company. I, um, I hit delete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I received an error message which I'll, I'll read to you pervatum as soon as my computer loads. Apparently my internet's acting up too.
[CUSTOMER][NEUTRAL] Um, so I hit the little plus by the employee, and when I go to click delete employee I receive an error message that says oops, there's been an error. Looks like we're experiencing technical difficulties. If you continue to experience issues, please call and it gives me this number option 4.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so I think that's gonna be something on our end so what I'll need you to do is take a screenshot of that error message and you can email it to me so I can forward it to um our IT department to get them to look at it, OK? um on that same email you can um also put the insured's name that needs to be terminated off of the group and I'll get that handled on our end as well.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I've uh
[CUSTOMER][POSITIVE] I appreciate that. I've already got the screenshot. Um, um, do you have a, um, direct email address or is it just going to be like customer? OK, I'm ready.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, it'll, I'll send you my direct one. It's, uh, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Yes ma'am and once I get that like I said I'll uh send that screenshot to our IT department, have them look at or look into it, but then I'll also um go ahead and terminate the policy on our end.
[CUSTOMER][POSITIVE] I appreciate you very much thank you so much for your help.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, that's all for now. Um, [PII], when do you think they would be receiving a response or an update?
[AGENT][NEUTRAL] Um, hopefully within the same day, it could just be that there's a lot of people on the online service center at the moment, um, but I won't know anything until IT takes a look at it.
[CUSTOMER][NEUTRAL] OK, well, I don't think that's the just because my um my boss specifically told me yesterday he's been having the issue since last week, so just to save you guys some time, it's been happening since last week and I tried numerous times yesterday and this morning.
[AGENT][NEUTRAL] OK, I will
[AGENT][NEUTRAL] OK, I will definitely um put that in the email when I send it to um.
[AGENT][NEUTRAL] IT department and and see what they say and then I'll email you back whenever I get some kind of response.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] You're welcome and thank you for calling APL and you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.