AccountId: 011433970860
ContactId: 0f6299d5-e8f9-4f97-ac6b-a1860a08a900
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361170 ms
Total Talk Time (AGENT): 170231 ms
Total Talk Time (CUSTOMER): 125375 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/0f6299d5-e8f9-4f97-ac6b-a1860a08a900_20250619T20:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have a, um, well, I have a group admin on the line. She says her broker was supposed to enroll one of her employees, but they never did. Um, I asked her if she had like the enrollment packet because I was gonna tell her to send us an email, but she said she does it, she said it was one enrollment packet, but it was for care somebody and us too. So at that point I wasn't sure what to say.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Hm, that's weird.
[AGENT][NEUTRAL] Yeah, yeah, I don't blame you. I wouldn't either. OK, just need the group number?
[CUSTOMER][NEUTRAL] It's 25717.
[AGENT][NEUTRAL] 17, City of Harmony.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Is that [PII] Martin? Is that who's on the phone? [PII], thank you. I'm glad, I'm glad you said it for me because I just said it wrong. OK, I will take care of her.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I said the same thing ever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm like, is it [PII] like [PII]? OK, hold on one second, OK?
[AGENT][POSITIVE] Yeah, all right, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. She said you had um someone that needed to be enrolled. Is that correct?
[CUSTOMER][NEUTRAL] Yes, and I was trying to do it to do the enrollment online and it told me that if the employment date was before today that I had to give you guys a call.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, if you're past, if you're past the employment date or the date, the effective date, it won't let you do it. So yeah, do you have an enrollment census or an enrollment form?
[CUSTOMER][NEUTRAL] I do have the enrollment information in front of me.
[AGENT][NEUTRAL] OK, if you just wanna email that over to us at APL.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] At [PII] we will send that to new business and get the person enrolled for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, one second. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And so I was telling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The one I just talked to that the way that our, so we had a broker, and the way that they did it is there's like a community care form and they just had us fill that out and then it says at the top just enroll in APL. So is it gonna be fine to send that form to you or should I type his information up separately?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, that's a good question because it's not one of our forms. I don't think we'll accept it if it's not one of our forms, um.
[AGENT][NEUTRAL] Hang on a second, let me look at something.
[CUSTOMER][NEUTRAL] And I, they've never
[AGENT][NEUTRAL] Let me see if I have a form. OK, let me just, I think we have one. Let me just see if I have it handy and I can probably just forward it over to you. Give me just a second. I have to make things up. Oh my goodness, I can't get to my desktop.
[CUSTOMER][NEUTRAL] OK, they never gave me a form specific to APO.
[AGENT][NEUTRAL] Let's see, and now I have one on here. Give me just a second.
[AGENT][NEUTRAL] Moment form drought.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh just stuff I know I have one.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Waiting for it to open up so I can make sure it's the right one. Sorry, give me just a second.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Template we had a spreadsheet that we use for it and you want it that would probably be easiest spreadsheet, um.
[AGENT][NEUTRAL] Let me, OK, what's your email address? I wait, I think I have it. Sorry, hang on, yeah, [PII].
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] It's crazy
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get an enrollment form and I'll send you the spreadsheet and then you can just fill it out and send it over and we'll get it taken care of for you.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] So is there a broker, do we have a broker working with you?
[CUSTOMER][NEGATIVE] So we did have a broker and we literally, they called me a week ago, maybe 2 weeks, and told me they were, their bank sold and they were no longer gonna be our broker.
[AGENT][NEUTRAL] Mhm. Uh-huh.
[AGENT][NEUTRAL] No longer gonna be, OK.
[CUSTOMER][NEUTRAL] So now I'm just doing it on my own.
[AGENT][NEUTRAL] It was that [PII]?
[AGENT][NEUTRAL] The AB OK. OK, I'll check into that and see what's going on, um, and see if someone else is gonna be taking this over. Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They told me that they're gonna
[CUSTOMER][NEUTRAL] Yeah, they told me that they're gonna try to branch off and like.
[CUSTOMER][NEUTRAL] Make their own business now, I guess, outside of Ameribank and then.
[AGENT][POSITIVE] Uh, start their own agency. OK, I got you. OK, so maybe starting a new agency or something. OK, well, thank you for letting me know that, and I will get this over to you here in just a few minutes. Was there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] OK, all right, we'll get this over to you soon and you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.