AccountId: 011433970860
ContactId: 1f684b74-514f-4200-8f25-4ff67e07750a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224710 ms
Total Talk Time (AGENT): 84298 ms
Total Talk Time (CUSTOMER): 131546 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1f684b74-514f-4200-8f25-4ff67e07750a_20250516T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], I sent you over guys over a couple of people to enroll and I just wanna make sure you have them. I didn't hear anything back yet on them, so, um, I just thought I'd follow up with you. Um, these are for, um, Integra solutions which uh group number with you guys is um 237-5523755.
[AGENT][NEUTRAL] OK, what's the first person?
[CUSTOMER][NEUTRAL] And I sent over, I sent over um somebody by the name of [PII] I just wanna make sure you have it. I think I sent this yesterday.
[CUSTOMER][NEUTRAL] Or the day before I don't remember.
[AGENT][NEUTRAL] Um, I don't see them enrolled yet, but they're probably working on it, so.
[CUSTOMER][NEUTRAL] Alright, let me just look in my sense here to the [PII] team and make sure I see it here.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII], I sent Wednesday at [PII] in [PII].
[AGENT][NEUTRAL] Yeah, it's probably in line to be worked, to be processed. New business has to go through those.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And then I also sent adding a dependent daughter from loss of coverage. The employee's name is [PII].
[CUSTOMER][NEUTRAL] And the dependent daughter, her name is [PII] I sent that to you at [PII] on Wednesday.
[AGENT][NEUTRAL] Yeah, that one's in there.
[CUSTOMER][NEUTRAL] And then I just sent you an and I just sent you another one. [PII], uh, I just sent it about 10 minutes ago, uh, for adding to IMV 26696 that's their sister company, um, as well.
[AGENT][NEUTRAL] Yeah, that one's if if you just sent it actually probably just send it through to new business so that's probably still in the process of being worked.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure you got it. So you, you don't see one for, for this gentleman named [PII] yet.
[AGENT][NEGATIVE] I don't see it in like our system. It doesn't mean that it's not in an email for what like over here like to be worked.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I will reach back out maybe on Tuesday, let's say.
[AGENT][NEUTRAL] Yeah, I do see the email so she just has to work it and put it in like through to new business so.
[CUSTOMER][NEUTRAL] I'll check on uh.
[CUSTOMER][NEUTRAL] OK, alrighty, just wanna make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is this? You guys have a new portal or something that's set up? I just got an email I didn't read it yet, but I just saw something come through this morning about it.
[AGENT][NEUTRAL] Um, it's not a new portal. It's the online service center that we've had for a while. It's just being updated with new features and, um, yeah, that that has been sent out to brokers but we have not actually seen it yet, uh, so we have a couple meetings next week on our side to look at it um but it's just our online service center so we've had that for a while it's just being upgraded.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will you be able to will groups be able to have auto draft?
[AGENT][NEUTRAL] Um, I don't, yeah, I don't know. Yeah, I'm not sure about that. That's something that we'll probably learn next week, um.
[CUSTOMER][NEUTRAL] We still haven't had that. I've had so many groups ask me about it.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII]. Thank you much.
[AGENT][POSITIVE] All right, of course, have a good day.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] Bye.