AccountId: 011433970860
ContactId: 1e6bab3b-df84-449d-8f22-e4e26c6bfed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323029 ms
Total Talk Time (AGENT): 125503 ms
Total Talk Time (CUSTOMER): 121410 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1e6bab3b-df84-449d-8f22-e4e26c6bfed6_20250508T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm trying to get in touch with somebody in regards to my, I had um filled out my application to get appointed with y'all and it has been a minute since I've heard back and I did speak to somebody a couple weeks ago to escalate this due to having an enrollment.
[CUSTOMER][NEUTRAL] In the next week or so and I'm not sure what's going on um.
[CUSTOMER][NEUTRAL] I mean, I got appointed with another company within 3 days so I'm not sure what's taking so long with APL.
[AGENT][NEUTRAL] OK, what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can do my best to see what's going on, um, we
[AGENT][NEUTRAL] So the um
[AGENT][NEUTRAL] The girl who usually is in charge of this is at a um leadership meeting, so let me see.
[AGENT][NEUTRAL] Let me see if I can tell anything on my side.
[CUSTOMER][NEUTRAL] I mean I understand that um yeah I mean I understand, you know, she may be out but again this has been like I filled out my paperwork in March.
[AGENT][NEUTRAL] Yeah, no, I understand. I just, um, we just don't work directly like we help assist brokers get a point, like getting appointed, but there's nothing that I can really do on my side without her here, um, to ask, like, so that she can tell me on her side what she's, if she's needing something or if she's seeing something. Um, again, I can look and I can see where you, um.
[CUSTOMER][NEUTRAL] So I'm not gonna be a broker. I would actually, I'm not gonna be a broker. I'm gonna be an agent, um.
[AGENT][NEUTRAL] Sure, yeah, yes, appointment either way, yeah. Let me see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, not even an email just saying hey we're working I mean I just.
[AGENT][NEUTRAL] Sure, no, I understand.
[AGENT][NEUTRAL] Yeah, it looks like they're still working on it. I can send an email to um.
[AGENT][NEUTRAL] Again, the, the girl who's in the commissions or the agent department who works with new agents and then of course commission and I can see.
[AGENT][NEUTRAL] Where they're at, but I believe that this meeting is this whole week, so it wouldn't be until next week until I had an answer.
[AGENT][POSITIVE] But I can definitely send in
[CUSTOMER][NEUTRAL] My enrollment is for [PII] and that's what I pressed about this. I've been doing this for like.
[CUSTOMER][NEUTRAL] I'm, I'm getting, I'm sorry to be aggravated. I've just never had this happen with getting appointed with the company, so I don't know if y'all are a small company, and that's the problem if y'all are just more of a small company and that's why it's taking such a long process, but I insure like I spoke to her and I explained, hey, like this enrollments coming up like I'm not gonna be able to do anything if I'm not appointed so I've already tried, like I said, escalated this weeks ago.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, I.
[CUSTOMER][NEGATIVE] And now you're saying they're out this entire week, so now I'm not gonna get notified until next week, which is gonna be around the [PII]. So that Monday is the [PII] enrollment is coming up. So if you're allowed to like put an escalate or I don't know a high importance, I need to figure out if I'm gonna, if I just need to use another carrier for this enrollment, um, I would hate to do that because I already done.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is it so
[AGENT][NEUTRAL] Of course, no, just so you have a new group correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Yeah, I'm trying to figure out who I could even.
[AGENT][NEUTRAL] Escalate this too because all upper leadership is in this meeting. Um, let me get.
[AGENT][NEUTRAL] Is the [PII] number a good number for you?
[CUSTOMER][NEUTRAL] Absolutely, [PII]. The [PII].
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK, and then I have your email. OK, give me just a minute let me see who I can talk to and then I'll give you a call back OK?
[CUSTOMER][POSITIVE] You got it thank you so much.
[AGENT][NEUTRAL] Of course, and [PII], right? for the new group? I just wanna make sure that I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] [PII]. OK, all right, I'll give you a call right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, of course. Talk soon.