AccountId: 011433970860
ContactId: 0bf24329-1b52-4550-a20a-c194235245c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629109 ms
Total Talk Time (AGENT): 201428 ms
Total Talk Time (CUSTOMER): 215580 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/0bf24329-1b52-4550-a20a-c194235245c9_20250218T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah this is Miss [PII].
[AGENT][NEUTRAL] It is, yes, sir. This is [PII].
[CUSTOMER][NEUTRAL] This
[CUSTOMER][POSITIVE] Yes ma'am this is he. How are you doing today ma'am?
[AGENT][POSITIVE] I am good. How are you doing?
[CUSTOMER][POSITIVE] I'm good thank you for asking sorry about missing your call last week we're just in a crazy time period over here we're in our open enrollment, so I do apologize that was something that slipped my mind, um, but I'm here now and I'm, I'm ready to get this, uh, welcome call and OSC set up so.
[AGENT][NEUTRAL] OK, yes sir, and yes, and that is perfectly fine, you know, whatever is good for you works for me so um I do wanna verify some information just to make sure we have it in our system correctly, um, and I'll just go through this real quick and you can stop me if something's not right, um, but we do have you as the contact in your email and the phone number.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, well, the phone number is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That's correct, Ms. [PII].
[AGENT][NEUTRAL] And then we have a fax number of [PII].
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[AGENT][NEUTRAL] And the address for the group is [PII]. Is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then these are term life policies effective to 1.
[AGENT][NEUTRAL] And we have that your um these are online you will the employees will get these online.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, uh, what, what do you, what do you mean by that? like to file a claim or anything like that, just using the online portal, is that what you're talking about, Miss [PII]?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, yes, and, um, they like to file claims online, yes, but if they set up their own individual accounts they can view their policy there.
[CUSTOMER][POSITIVE] Oh, I got you like the member member access portal. I got you, yes ma'am.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] And I, and
[CUSTOMER][POSITIVE] Perfect, yes ma'am, they're aware of that.
[AGENT][NEUTRAL] OK, good, good. And we do show [PII] is your agent?
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think that is everything.
[CUSTOMER][NEUTRAL] My boss.
[AGENT][NEUTRAL] Oh, is it?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am. Also, I gotta say I do love your accent. I just have to say that, you know, it's not every day you hear such a great southern accent.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Um, thank you.
[CUSTOMER][POSITIVE] Of course, because I, I'm from [PII] myself so I can appreciate it.
[AGENT][NEUTRAL] Oh, yes, yes.
[AGENT][NEUTRAL] And now and that is all that I needed to verify for the group and um I can help you set up online if you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no, no, definitely would love to do that. Do I just click this little um hyperlink that you sent me on the, the email from [PII] at [PII] this morning?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, um, now the other email, let me see. I'm looking back.
[CUSTOMER][POSITIVE] Oh I got you.
[AGENT][NEUTRAL] It has the, cause it has the welcome email has the um
[AGENT][NEUTRAL] OSC Link.
[CUSTOMER][NEUTRAL] Yes, ma'am, that's what I was talking about. That's what that's what I have right here.
[AGENT][POSITIVE] Oh, OK. OK. Yes, I'm sorry. Yes.
[CUSTOMER][POSITIVE] No, no, you're, you're great, um, so it says meet with [PII]. Is there something I could just do I need to just put a today's date and all that stuff or just move past that?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, no, not that email. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, if you can go to [PII].
[CUSTOMER][POSITIVE] Yes ma'am, let me do it real quick.
[CUSTOMER][NEUTRAL] Alright, yes ma'am, I'm here.
[AGENT][NEUTRAL] OK. And where it says sign in?
[AGENT][NEUTRAL] Um, as a new user.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then you're gonna choose the um I'm an employer or group.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, so now group numbers, zip code, all that kind of stuff.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] With, oh, would that have been on my proposal that I received?
[AGENT][NEUTRAL] Uh, now your group number is 26933.
[CUSTOMER][NEUTRAL] OK, let me write that down actually to [PII], one second, ma'am.
[CUSTOMER][NEUTRAL] OK 269.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][NEUTRAL] Um, is the zip code gonna be the zip code of the client or just our zip code of our location?
[AGENT][NEUTRAL] Of your location.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right. I think I am good to go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, definitely.
[CUSTOMER][NEUTRAL] See what step 3 is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's just searching right now so.
[CUSTOMER][POSITIVE] Awesome, I needed a verification code. They're gonna send me that real quick.
[CUSTOMER][POSITIVE] Perfect, are you working from home, [PII]?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] So lucky man, so lucky I could only imagine.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Y'all don't get to work from home.
[CUSTOMER][NEUTRAL] No, I wish, dude, that would be really uh convenient for me, at least, you know, cause I'm more of a person that works in, in their own environment, you know, not with a lot of uh other hustle and bustle going on around me.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Right. Thankfully, that is one good thing that came from COVID for us, and I'm so glad everybody pitched in and did their jobs from home, and they realized we were more productive from home. So they let us stay.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yeah, no, seriously, that, that's so nice, man, that's really nice, um, OK, so I'm gonna create my account, my username, just bear with me. I'm, I'm gonna do this real quick.
[AGENT][NEUTRAL] Oh, you're fine. Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Do that for the password
[CUSTOMER][NEUTRAL] Almost done, [PII], almost done.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I think we're good to go. I'll push next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, account successfully created. you want I'm gonna log in and just make sure everything went accordingly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I am looking at this. I do not see the master policy out there or the individual policies yet. I do need to get with our compliance department about that to get those sent out there.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, that sounds good, but everybody I guess is already uploaded from my spreadsheet I can tell because there's already a bill generated so that looks, let's see, I just wanna make sure yep, that looks really good and I'll just, I'll double check um with my own spreadsheet just to make sure there were no left offs, but [PII], you've done amazing ma'am. I really appreciate you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And thank you. You are welcome. And if you ever need anything, just reach out.
[CUSTOMER][POSITIVE] Yes ma'am I will and uh again I love that accent, man it's killer.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you. Thank you.
[CUSTOMER][POSITIVE] Of course you have a blessed one, Ms. [PII].
[AGENT][POSITIVE] Thank you. You too, you too.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Bye.