AccountId: 011433970860
ContactId: 1bccb350-516e-4c85-ad30-d3a0622859d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1519050 ms
Total Talk Time (AGENT): 428747 ms
Total Talk Time (CUSTOMER): 253967 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1bccb350-516e-4c85-ad30-d3a0622859d2_20250109T17:20_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Hi [PII], it's nice to meet you. My name is [PII]. How are you today?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing all right. Um, I'm a general agent with, uh, Center Center Benefit Mall. Uh, we work with the broker. We sent in an enrollment for a member. I have the policy number. Uh, we're just trying to see if it's been processed.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Of course, uh, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And you said you had a policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Uh, policy number is 25321.
[AGENT][NEUTRAL] That's gonna be the group number sounds like.
[CUSTOMER][NEUTRAL] Oh, so yeah.
[AGENT][NEUTRAL] Not a problem. 253-21.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the group name?
[CUSTOMER][NEUTRAL] ADD Investment strategies LLC.
[AGENT][NEUTRAL] And what is the last name of the employee?
[CUSTOMER][NEUTRAL] Code uh [PII], so [PII]
[AGENT][NEUTRAL] When was that email sent?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind holding just one moment, [PII]? And you said the last name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, if you don't mind holding just one moment, let me check with our new business department see if they have that information. Thank you, [PII].
[CUSTOMER][NEUTRAL] Oh, of course.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], um, actually I was hoping I would get someone for.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] New business, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, [PII] is the only one available.
[AGENT][NEUTRAL] Can just.
[AGENT][NEUTRAL] Is there any way that you could transfer me to [PII]?
[CUSTOMER][NEUTRAL] Uh, I see that she's in a team's call right now.
[AGENT][NEGATIVE] Putting thing down it.
[AGENT][NEUTRAL] I have a group on the line and they're wanting to know if a policy has been issued.
[AGENT][NEUTRAL] And for an employee and I don't see that information.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, they might have already received their information, yes.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] What group is it?
[AGENT][NEUTRAL] It is 5 I've covered it up, hang on, I'm sorry, 253-21.
[CUSTOMER][NEUTRAL] 253-21.
[AGENT][POSITIVE] That's correct for ADD Investments.
[CUSTOMER][NEUTRAL] Alright, let me see if I can if there's any note about um enrollment received.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, we don't have anything yet for.
[CUSTOMER][NEUTRAL] I don't see anything from um the group.
[AGENT][NEUTRAL] She said they sent the email on [PII].
[CUSTOMER][NEUTRAL] Um, usually, um, put some notes in here, but I don't see any here. Um, yeah, my, maybe [PII] can look uh further into it, but she's on a call.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Sorry, I wish I could help a little bit more.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] I wonder if I can just
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think I'm just gonna IM her and see if she can check.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right. I appreciate it, [PII], and I hope you have a great day and stay warm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] [PII], I'm still checking on that. Do you mind holding just another moment?
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][POSITIVE] Thank you so much. I appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], do you know who that email was sent to?
[CUSTOMER][NEUTRAL] Yup, uh.
[CUSTOMER][NEUTRAL] [PII]. So [PII], yeah.
[AGENT][POSITIVE] Got you, got you, yeah.
[AGENT][NEUTRAL] That one, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I was like, uh,
[AGENT][NEUTRAL] It's just taking me a minute. I do apologize.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] Trying to look at that original email so.
[CUSTOMER][NEUTRAL] Um, it was sent from [PII] if that helps.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Did you receive an email reply stating that it had been um taken care of?
[CUSTOMER][POSITIVE] Uh, we did receive a, we did receive a reply, uh, that says that the customer care team is happily research your request and we'll get back to you soon. That was also on the [PII].
[AGENT][NEUTRAL] been completed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that was a we got it email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Don't see the employee listed that's why I'm checking.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] So I'm just checking further.
[AGENT][NEUTRAL] And that's the [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, it's taking a minute.
[CUSTOMER][POSITIVE] No, you're good. Please, just, I appreciate all the help.
[AGENT][NEUTRAL] Oh, sure. We're not, I, I don't rest until I know the answer, so you may be in for it.
[CUSTOMER][POSITIVE] I'm this, I'm I'm the same way, so I'm just like, yeah, it's all good.
[AGENT][POSITIVE] Well, thank you for your patience.
[CUSTOMER][POSITIVE] My, yeah, my job is literally to call to follow up. This is what I do.
[AGENT][NEUTRAL] Gotcha. So you're, you're just used to sitting and waiting, aren't you?
[CUSTOMER][NEUTRAL] Pretty much.
[AGENT][POSITIVE] Well, like I said, I don't, I'm one of those that just doesn't stop. I like answers, so.
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEUTRAL] OK, let me check this now.
[AGENT][NEUTRAL] If you got that, if you got the we got it email.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That sounds good.
[AGENT][NEUTRAL] Let me look one other place real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said last name [PII]
[AGENT][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Oh, OK. Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Check one other place.
[AGENT][NEUTRAL] OK. I'm gonna put you on a brief, a brief hold if you don't mind holding just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hey, good morning. I'm so sorry to bother you, but I am stumped on this one.
[AGENT][NEUTRAL] So they sent it to the customer service email which would have come to the care team they did receive a got it email.
[AGENT][NEUTRAL] So if they received it got it means we got it.
[AGENT][NEUTRAL] And she said she sent it on [PII] and it's from the Florida [PII].
[AGENT][NEUTRAL] Customer service at Benefit Mall.
[AGENT][NEUTRAL] And it's for the group number 25321. I don't see a hub. I don't see nothing.
[AGENT][NEUTRAL] So I'm I'm trying to, I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 253-21 was sent. That's the group number.
[AGENT][NEUTRAL] [PII] said 252-31 was sent in the hub.
[AGENT][NEUTRAL] I think she's confused.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] She said her 253-21 was sent.
[AGENT][NEUTRAL] Well, I don't see that in the notes or anything, do you?
[AGENT][NEUTRAL] We've got [PII] on the line with Benefit Mall.
[AGENT][NEGATIVE] And I don't see anything.
[AGENT][NEUTRAL] OK, she says 29,890.
[AGENT][NEUTRAL] 29,890.
[AGENT][NEGATIVE] Still don't see anything in the notes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 29,890
[AGENT][NEUTRAL] Tonight it's broker Resources.
[AGENT][NEUTRAL] Let me open this
[AGENT][NEUTRAL] Please proceed with enrolling [PII].
[AGENT][NEUTRAL] Do
[AGENT][NEGATIVE] I don't know why wouldn't it, well, why wouldn't it sent a new business the the.
[AGENT][NEUTRAL] Hub is complete.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then all the new ones are added.
[AGENT][POSITIVE] Oh, I'm just learning a whole bunch on this call.
[AGENT][NEUTRAL] See, I would have still sent this to new business even though it was.
[AGENT][NEUTRAL] I sure I sure would have done it that way, my bad learning I learned something new every day, girl.
[AGENT][POSITIVE] Yeah. Exactly.
[AGENT][NEUTRAL] OK good we got all this information and once the group is renewals is complete, he will have a policy issued.
[AGENT][NEUTRAL] This policy.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Cool.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Awesome, yay, solved, thank you, [PII], you're.
[AGENT][NEUTRAL] You are the bomb.
[AGENT][NEGATIVE] I still wish there had been a note in the MPNT that would have just spammed. I would have been right there, but I ain't gonna say nothing.
[AGENT][POSITIVE] That's all right. [PII]'s like I told her I said, I, I don't let go till I find something out. She said, no, you're good. I appreciate that. That's the way I am.
[AGENT][POSITIVE] So let me get back with her and I do appreciate it.
[AGENT][POSITIVE] Have an awesome day.
[AGENT][POSITIVE] Thank you [PII] bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I got you, girl. OK.
[CUSTOMER][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] All right, so I did find uh the documents there on hold because the group is still under renewal. Once the renewal is complete, then his policy will be issued.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Um, how long do you think that like, what's that turnaround time would be?
[AGENT][NEUTRAL] It just depends on the processing for renewal. We've got all the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But we do have his information. Yay.
[CUSTOMER][POSITIVE] Perfectly fine.
[CUSTOMER][POSITIVE] Yeah, um, I'm gonna be honest with you. I was not put on hold. I heard the entire conversation.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, you did not.
[CUSTOMER][NEUTRAL] I did.
[AGENT][POSITIVE] Oh my goodness, I am so sorry.
[CUSTOMER][POSITIVE] No, no, no, it's perfectly all good. I'm happy the answer was found. I'm happy [PII] was able to help you. Uh yeah, I was like, I'm like, I'm like, I'm not on hold, but I'm like, I, I, I muted myself. I'm like, I'm gonna let them work.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You you see I wasn't gonna let you go till I found out. I mean we were.
[CUSTOMER][POSITIVE] I know, and I appreciate it so much.
[AGENT][NEUTRAL] I mean,
[AGENT][NEUTRAL] I cannot believe it. I, I did it, uh, anyway.
[CUSTOMER][POSITIVE] It's all I appreciate uh [PII] is there.
[AGENT][NEUTRAL] It's been OK. I am sitting here all red cheeked right now.
[AGENT][POSITIVE] I'm like, oh my gosh.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][POSITIVE] No, you're good. I mean, I mean, it's all good. Um, is there a reference for our call today?
[AGENT][NEUTRAL] Can you just block that from your memory?
[AGENT][NEUTRAL] Well, I don't think we did anything bad. We were just working trying to get you taken care of.
[CUSTOMER][POSITIVE] No, exactly. No, no, I, nothing, nothing bad was said, nothing terrible, no, it was a great conversation in general that even if I was in the room, I wouldn't be offended anything like that. I just, you're good. I just, I was like, let me just be.
[AGENT][POSITIVE] Good, cause and you, and you see how we, we work as a team to, to, to find the answer.
[CUSTOMER][POSITIVE] It's, it's beautiful. It's beautiful to see that.
[AGENT][POSITIVE] Oh, [PII], it was a pleasure to assist you. And you were gonna ask something else, I apologize.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] No, um, is there, do you guys do reference numbers for calls or?
[AGENT][NEUTRAL] It's gonna be my name, my name in today's date, and I spell my name [PII], and I am putting in the notes that you did call to, to check on that enrollment for [PII] and group is still in renewal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I appreciate it. Perfect. Thank you so much again. I hope you have an amazing rest of your day.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] I hope you do too, [PII], and if you need anything else, you give us a call.
[CUSTOMER][POSITIVE] I will, thank you again. Bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.