AccountId: 011433970860
ContactId: 212ac769-c5de-42c7-b9a5-7b8885be32c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293799 ms
Total Talk Time (AGENT): 103411 ms
Total Talk Time (CUSTOMER): 101408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/212ac769-c5de-42c7-b9a5-7b8885be32c8_20250512T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], yes, this is [PII] from PCF Insurance. We're a broker. How are you?
[AGENT][POSITIVE] Hi Miss. [PII], I'm good. How are you doing today?
[CUSTOMER][POSITIVE] Good good good. If I give you a group number and your social, can you tell me if this person is active on the plan or not?
[AGENT][NEUTRAL] Yes ma'am, I sure can. um can I please get your call back number Miss. [PII], just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is that group number, please?
[CUSTOMER][NEUTRAL] 26853.
[AGENT][NEUTRAL] OK, let me look it up.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the name of the broker?
[CUSTOMER][NEUTRAL] Um, PCF insurance or you might have an under Baruch levy.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then can you just verify the address for the group?
[CUSTOMER][NEUTRAL] The address for the group, hang on one second.
[CUSTOMER][NEUTRAL] Uh, the address is.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. And then one last verification, can you just give me the email address for the um agent? Do you know that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate it. And then what is the pay the member's uh social that you had?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, what is the member's name?
[CUSTOMER][NEUTRAL] First name is, hang on one second.
[CUSTOMER][NEUTRAL] Uh, hang on one second, let me get in here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII] and then the last name, she's got 3 last names [PII].
[AGENT][NEUTRAL] Oh my, OK.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, and did you have Miss [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is she gonna be on um somebody else's policy?
[CUSTOMER][NEUTRAL] No, she's the employee.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't think I think they uh.
[CUSTOMER][NEUTRAL] Forgot to send us their enrollment form so I just before I.
[AGENT][NEUTRAL] Yes, because I'm pulling up that.
[CUSTOMER][NEUTRAL] Sent it over.
[AGENT][NEUTRAL] Yes ma'am, I'm pulling up that um social and it's not giving me her name to match the social um let me look just to be on the safe side, let me look underneath the group and just look active members and see if um she's listed under there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to double check before I tell you.
[AGENT][NEUTRAL] Yes, she's not I'm not showing that she has an active policy as now.
[CUSTOMER][POSITIVE] OK, OK, perfect. Alright, so send then. OK, thank you very much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye-bye now.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that everything I can help you with?
[CUSTOMER][POSITIVE] Yep, that'll do it thank you.
[AGENT][POSITIVE] You're welcome you have a blessed week and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.