AccountId: 011433970860
ContactId: 1b2390d8-18e4-4bc5-a132-34533888666a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315820 ms
Total Talk Time (AGENT): 147336 ms
Total Talk Time (CUSTOMER): 185411 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1b2390d8-18e4-4bc5-a132-34533888666a_20250401T20:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey [PII], it's [PII] again.
[AGENT][NEUTRAL] [PII], I was just saying like I'm so popular, but I think it's just you.
[CUSTOMER][NEUTRAL] And I think I'm just getting all of your calls today.
[AGENT][NEUTRAL] Maybe we're, we're the only ones that are getting the phone calls.
[CUSTOMER][NEUTRAL] I guess I mean especially for Breaker Resources today it seems that I was going to our colleague forum this morning so I guess hey.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Oh, it's catching everything up.
[CUSTOMER][NEUTRAL] But um, yeah, right? It is. So now, I have a lady by the name of [PII].
[CUSTOMER][NEUTRAL] That's [PII] She's with Benefit Mall.
[CUSTOMER][NEUTRAL] And her phone number is [PII].
[CUSTOMER][NEUTRAL] She's calling on group number 21867.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is Stonica LLC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] She was calling because they got a new hire that she's needing to get a rate for.
[CUSTOMER][NEUTRAL] Of what their rate would be, but she says that the agent of record on this group is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's not
[CUSTOMER][NEUTRAL] Well, I'd see [PII].
[AGENT][NEUTRAL] Well, it's because it's a [PII] group so all Florida groups are technically under NAS, which is current Rammages.
[CUSTOMER][NEUTRAL] Well then how do we know well when our with our verification process.
[AGENT][NEGATIVE] I know. I just kind of, yeah, I think you just kinda have to know, so that's like what sucks.
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] All see where it says national agency solutions.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh, I do. Mhm.
[AGENT][NEUTRAL] So that, so that, that is NAS, which is, which is gonna be [PII], and he owns all the Florida groups.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, but now, when she told me, [PII], say, and when she says that the end the agency is centerstone.
[CUSTOMER][NEUTRAL] Doing business is Benefit Mall and [PII] is the agent and she gave me a Gmail address for him. Her email is [PII]. Well, you know, but anyway, our good records is we're supposed to transfer for rates and stuff, but as far as just verification on a different type of calls.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, I know. It's
[AGENT][NEUTRAL] You just verifying the benefit.
[AGENT][NEUTRAL] Yeah, so Benet Mall can call on behalf of blank they are.
[AGENT][POSITIVE] They are legit. I know yeah on who on whoever whoever they're calling for because they are a legit resource in terms of um like a they're not a I don't know if they're like a true agency but they help with.
[CUSTOMER][NEUTRAL] I'm blank.
[CUSTOMER][NEUTRAL] Right, OK, so any group?
[AGENT][NEUTRAL] Insurance.
[AGENT][NEUTRAL] Um, as far as [PII] goes, Benefit Mall has only called specifically for NAS groups, Florida groups.
[CUSTOMER][NEUTRAL] In any group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I haven't had any sort of contact with Benefit Mall from anybody else so far in my two years of being here, yeah.
[CUSTOMER][POSITIVE] I got you. OK.
[CUSTOMER][NEUTRAL] OK, alright, well, anyway, so all of that, I was just giving you the full rundown of, yeah, I mean, I'm familiar with Benefit Mall but anyway then the whole usually like anyway, we're not gonna get on because she's on the line, but um, yeah, so I just wanted to let you know that I, I did verify everything.
[AGENT][POSITIVE] So yeah, but they are a legit person.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] It does get confusing.
[AGENT][NEUTRAL] I know you guys have a process so yeah no you're fine. I know that you guys have a process it it's weird.
[CUSTOMER][NEUTRAL] I did wear everything but just like.
[CUSTOMER][NEUTRAL] So yeah, like, you know, yeah, she's got a new, she says it's a new hire and they're needing to get a rate for enrollment.
[AGENT][NEUTRAL] She just wants a rate for something?
[AGENT][NEUTRAL] OK, we'll see what I can do.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] You're the bomb. Thank you again, [PII]. Are you ready to speak to [PII]? OK. Well, thank you so much. All right, girl. Bye-bye.
[AGENT][NEUTRAL] You are, yeah.
[AGENT][POSITIVE] I think I am, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] Hi [PII], it's [PII] with APL. How are you?
[CUSTOMER][NEUTRAL] Hi [PII], good and yourself?
[AGENT][NEUTRAL] I'm well thank you um, [PII] just said that you needed to get a rate for um a possibly a new hire for Stonica LLC.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] What is she, um, I guess what's her age?
[CUSTOMER][NEUTRAL] So she's [PII].
[AGENT][NEUTRAL] And then what is she enrolling in? Employee, employee spouse?
[CUSTOMER][NEUTRAL] It would be employee only.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] 6393.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 6393. Perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that everything?
[CUSTOMER][POSITIVE] Thank you so very much. Yes, actually, would you have a reference number for a call?
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] I don't have a reference number, but what I mean my name is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, [PII], I really appreciate your help.
[AGENT][POSITIVE] Of course, yeah, I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][NEUTRAL] Bye.