AccountId: 011433970860
ContactId: 0ea00ecb-766b-412b-a309-be86383ce3d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318820 ms
Total Talk Time (AGENT): 173857 ms
Total Talk Time (CUSTOMER): 103129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0ea00ecb-766b-412b-a309-be86383ce3d5_20250430T19:40_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], an agent over in [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] Doing great because we, we've got a case here we've got a case that Dixie Gas Heat, uh, their group number is 26608.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I had a
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I sent an application in on a Kari K A R I Delo.
[CUSTOMER][NEUTRAL] For a 41 effective date, uh, I send it in on [PII].
[CUSTOMER][NEUTRAL] Uh, and just wanted to see where that was and.
[AGENT][NEUTRAL] Alright let me pull that.
[CUSTOMER][NEUTRAL] What we needed to do and.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, what was the last name of the person?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Where did you send that to, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, what APL, whatever thing, yeah, I got it somewhere.
[AGENT][NEUTRAL] Did you email it or did you mail it? How did you send it to us?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I emailed it emailed it.
[AGENT][NEUTRAL] You emailed it.
[CUSTOMER][NEUTRAL] Until, yeah.
[AGENT][NEUTRAL] Because I'm not showing that it's, uh, what was the first name?
[AGENT][NEUTRAL] Of the uh uh applicant?
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, I'm not seeing that [PII] has been enrolled.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and I've got a group pulled up, even the lapse policies pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a second
[AGENT][NEUTRAL] So can you give me the email address again that you sent that to?
[CUSTOMER][NEUTRAL] I'm checking right now.
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] Gosh, where did it go?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, that's our broker resources department.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Um, let me, can I place you on hold? Let me speak with someone over there. And what was that last name [PII] again? I'm so sorry. [PII]
[CUSTOMER][NEUTRAL] Deluxe
[CUSTOMER][NEUTRAL] Yeah, [PII] is the first name [PII].
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][POSITIVE] OK, wonderful. Alright, give me just a moment. Let me check with somebody um, Mr. [PII], when did you send that?
[CUSTOMER][NEUTRAL] 328.
[AGENT][NEUTRAL] Oh, a month ago.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Alright, give me one moment and um can I give you another email address to send send like enrollments to as well?
[AGENT][NEUTRAL] That we use
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK, it's for our care team department. It's called [PII]
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it's just like the other one. Then you put the [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] They handle all our new enrollments and stuff or if you email them, they'll get it to the correct department that it goes to, but Broker Resources is also an excellent, you know, that's also a good one to send to. But let me check with them and see, uh, I, I'm probably just gonna get you to resend that to our care team department as well because if it's not been through in a month, then sent through in a month, they didn't receive it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they, they didn't show up on their bill for this month, so I was sort of wondering, so, uh, I can resend it. I've got a right here.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] Right, and they're not.
[AGENT][NEUTRAL] OK, if you can send it to that care team if you want to copy the [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But the care team is the one who actually would handle it.
[CUSTOMER][NEUTRAL] Should I explain what happened?
[CUSTOMER][NEUTRAL] OK, should I, should I explain what happened?
[AGENT][NEUTRAL] Yes, sir, please tell me that you did, I would, I would use that same email and just forward it to the care team.
[CUSTOMER][NEUTRAL] In the email
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, sounds good.
[AGENT][NEUTRAL] So we can see that you did send it, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Is there anything else we can help you with today?
[AGENT][NEUTRAL] Or did you want me to call? OK, did you want me to call the broker resources? or you just gonna re-email it?
[CUSTOMER][NEUTRAL] That's it 6.
[CUSTOMER][NEUTRAL] You think we
[CUSTOMER][NEUTRAL] I can email it whatever we need to do. I just, I just need to get it in effect.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. Get that sent on over to us and we'll get her taken care of.
[CUSTOMER][NEUTRAL] Alright, and your name was [PII], right?
[AGENT][NEUTRAL] No, my name is [PII], and I'm in customer service.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh are you?
[CUSTOMER][POSITIVE] OK [PII] thank you so much.
[AGENT][POSITIVE] Thank you and thank you for calling API. You have a great day, Mr. [PII].
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you ma'am bye bye.
[AGENT][NEUTRAL] Mhm. Right.