AccountId: 011433970860
ContactId: 24248942-c6e2-4ea6-9030-15ff77cc7d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1279949 ms
Total Talk Time (AGENT): 239806 ms
Total Talk Time (CUSTOMER): 207201 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/24248942-c6e2-4ea6-9030-15ff77cc7d5d_20250610T16:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I must have gotten transferred over to you, um, from the young lady I was talking to I probably had the wrong number. um I am calling because uh I'm calling from a broker's office and we submitted an enrollment form. We had a group that we kind of forgot to send a form in on, so it was too late for us to put enroll it ourselves, so we had to send it to you guys to do the enrollment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And we sent it in back on the [PII] and it's still not showing in the system and I'm just wondering if you can tell me anything about it.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] When it, was it emailed?
[CUSTOMER][NEUTRAL] It was emailed to the care team on [PII] at [PII] in the morning.
[AGENT][NEUTRAL] [PII]. OK, give me one moment.
[AGENT][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] Uh, let me see if it lets me look old ones. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, that's on it.
[AGENT][NEUTRAL] Um, may have to see if I can get someone that handles our emails, but give me one moment, I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I said at [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. It came from [PII] from our office, and it was on the subject is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sorry, what was the name of the person that sent the email?
[CUSTOMER][NEUTRAL] [PII] is her last name [PII], where it came from.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] You said the last name is [PII]?
[CUSTOMER][NEUTRAL] That's who it came from, mhm, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The client's last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], the one that needs to be added onto the plan.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This for a group number 2314 I'm sorry 23,170?
[CUSTOMER][NEUTRAL] It is mhm.
[AGENT][NEUTRAL] OK, it looks like they sent it to the business.
[AGENT][POSITIVE] Let me see, thank you for being patient with me, trying to see what's going on.
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][NEUTRAL] And I forgot to ask, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and you're calling from broker's office?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII] is the broker on the case.
[AGENT][NEUTRAL] Let's see because I show the email was received. Just trying to find out where it was it placed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm alright let me message the group and see what's going on.
[AGENT][NEUTRAL] I'm sorry, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm just sending out a.
[AGENT][NEUTRAL] I am see if someone can respond, see if they can find it, see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, come on somebody.
[AGENT][NEGATIVE] Hopefully they're not all at lunch that would not work.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that's someone looking.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Come on, a little faster.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] All right, come on.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] It's always fun wait on others.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Um, looks like an email was sent back to Ms. [PII] to confirm the social.
[CUSTOMER][NEUTRAL] Oh, OK, I don't know that she got that, um.
[CUSTOMER][NEUTRAL] Um, so the [PII] isn't the right social according to what you had or couldn't read it or what was the?
[AGENT][NEUTRAL] I'm not sure. Let me see, because it looks like it was probably sent to our new business, but give me one moment.
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] And see if I can see who sent the email I can transfer probably to them.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Do you know when it was sent?
[AGENT][NEUTRAL] See, they don't tell me nothing. Let's see.
[CUSTOMER][NEUTRAL] Because I, she, I don't think she, I don't think she got an email back on it.
[CUSTOMER][NEUTRAL] OK, they said they sent an email about the social confirming the social don't remember anything like that.
[CUSTOMER][NEUTRAL] That was on a different person, she said.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Not on [PII] Hay.
[CUSTOMER][NEUTRAL] They're both.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] They're both employees from the same company. [PII], she said, was the name of the one she thinks they asked for the social on.
[AGENT][NEUTRAL] Because I saw saw two emails, um.
[CUSTOMER][NEUTRAL] That was just yesterday?
[AGENT][NEUTRAL] For that group.
[CUSTOMER][NEUTRAL] You saw 2 emails?
[AGENT][NEUTRAL] Yes, ma'am. When I was looking for that one for Ms. [PII], I saw another one. I just kind of slightly glanced at it, but, um.
[AGENT][NEUTRAL] I didn't look at all of it. Let's see.
[AGENT][NEUTRAL] So like yeah.
[CUSTOMER][NEUTRAL] [PII] that's what's on the app.
[AGENT][NEUTRAL] So the process.
[CUSTOMER][NEUTRAL] Do you still have UHC pulled up [PII]?
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Can you see their social and UHC?
[CUSTOMER][NEUTRAL] I mean, I got it off of this form right here.
[CUSTOMER][NEUTRAL] OK, I'll go do it.
[AGENT][NEUTRAL] I it
[CUSTOMER][NEUTRAL] I'm looking in our medical. Oh crap, and of course they go X X X X X.
[CUSTOMER][NEUTRAL] So I don't, I know [PII] is right and that's what's on the.
[CUSTOMER][NEUTRAL] On the app.
[CUSTOMER][NEUTRAL] That we sent in.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, where else can I go to find it just to verify it.
[AGENT][NEUTRAL] Yeah, it looks like on [PII] they had sent a request, um, they emailed Ms. [PII].
[CUSTOMER][NEUTRAL] I mean it does so is it.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] To confirm the last four of the social. Oh, for that's for the [PII], that's not for this insured.
[CUSTOMER][NEUTRAL] On [PII], OK, well, I.
[CUSTOMER][NEUTRAL] Yeah, that's what she said. She got one for [PII], but not for [PII].
[AGENT][POSITIVE] Bless it.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's not it. Why would you?
[CUSTOMER][NEUTRAL] Oh, or a United Health one, yeah, is that in the front?
[CUSTOMER][NEUTRAL] Do you have it in your spreadsheet?
[CUSTOMER][NEUTRAL] Her social?
[AGENT][NEUTRAL] OK, it looks like they sent a request.
[CUSTOMER][POSITIVE] It's the right number that's on the app.
[AGENT][NEUTRAL] Yeah, it looks like it was for the other person which it looks like they're working on, but the one from Miss [PII] word, [PII] has been sent.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Has been, what do you mean by has been sent?
[AGENT][NEUTRAL] Like a request has been sent to our new business to have them enrolled, but I have marked it as urgent, so.
[AGENT][NEUTRAL] Looks like someone is working on it or.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you don't need anything on her it just hasn't been done yet.
[AGENT][NEUTRAL] I don't show any notes of needing any any any additional information on her.
[CUSTOMER][NEUTRAL] OK, do we have any idea when I might be able to see it?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm gonna send her a message and ask if someone can uh review this um.
[AGENT][NEUTRAL] Can I get someone to give you a call back, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you say your callback number is [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, yes ma'am. I'm gonna send a request and see if someone can give you a call back once it's been completed.
[CUSTOMER][POSITIVE] OK, that'd be perfect.
[AGENT][POSITIVE] OK, thank you so, ma'am. Uh, thank you so much and I appreciate you being so patient with me. Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye.