AccountId: 011433970860
ContactId: 259996a2-9842-4020-ab07-72fcf2c764f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411640 ms
Total Talk Time (AGENT): 142631 ms
Total Talk Time (CUSTOMER): 167337 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/259996a2-9842-4020-ab07-72fcf2c764f0_20250513T19:00_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], my name is [PII] and I am calling from um the broker's office. I'm the assistant. I am assisting an employee with um their COBR forms. I was just getting.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, some notes together and putting the premium on the form and I wanted to highlight where they needed to sign because for some reason they, they skip the initial and they don't sign or date the form and they just send it back to me um so I was trying to just highlight some things that I wanted to remind them that they usually miss it's not letting me do that it's telling me I need a code.
[CUSTOMER][NEUTRAL] I, can you assist with that?
[AGENT][NEUTRAL] Um, unfortunately I don't believe that we, I, I personally our department does not have the code. Um, I can see, let me put you on hold and see if someone else in a different department would have a code for you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] You get a code for.
[AGENT][NEUTRAL] Morgan
[AGENT][NEUTRAL] Do you know like about a code to add the quote reform.
[AGENT][NEUTRAL] Yeah, I guess you need a code to like edit the form and um just check once the code.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't either.
[AGENT][POSITIVE] Well she wants to highlight a section I'm like also girl like you're doing the most.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So should I say no?
[AGENT][NEUTRAL] It's a broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] We unfortunately do not give the code out um to edit it.
[CUSTOMER][NEUTRAL] OK, is there any way y'all can maybe make a note to allow um highlighting, um, not like where we're uh signing or anything like that just adding a highlight to certain areas that way I don't have to keep printing it out and re-scanning it in um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because it's like I can't tell you how many times people have not dated or signed or initial the form and I'm like that's the main thing.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, yeah, no, I get that.
[CUSTOMER][NEUTRAL] Um, but I have to, and then it, it causes a backup. So if we could just maybe try and add that option to where we can highlight or maybe put a star just something signaling important areas that need to be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely, um, we also too, um, just to help with that, we do like an Adobe DocuSign kind of thing so that way they can't complete the form unless they fill that part out, um, so we can always send that for you as well if that makes it easier.
[CUSTOMER][NEUTRAL] Address on the form
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is that what?
[CUSTOMER][NEUTRAL] What is that? Because we have, we have Adobe where I can actually send I've been trying to figure it out but we're supposed to be able to send it and it it says to sign it um but I haven't I haven't fully figured that part out yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, so we just have one as well that allows you to sign, but you have to fill out every form on it. Um, I'm not sure either it's the settings I guess that we were already put in place for us where if we send out a DocuSign they have to complete that signature section. So maybe contact the Adobe that you guys work with your um contact.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and on the when because I get the forms from from the website um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So when I'm on there.
[CUSTOMER][NEUTRAL] Maybe I'm doing it wrong, um.
[AGENT][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Let me go back to it.
[CUSTOMER][NEUTRAL] Where did I go?
[CUSTOMER][NEUTRAL] OK, so I click on it and it, it pulls it up in Adobe and I guess that's because we use Adobe as well. Do I click the eSign?
[CUSTOMER][NEUTRAL] I is that what I'm clicking and then that'll send it to them?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Or you wouldn't know I would have to contact our Adobe.
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So on mine.
[CUSTOMER][NEUTRAL] Oh yeah, when I click on eSign it says when it's a secure link and it.
[AGENT][NEUTRAL] It doesn't allow you to do that? OK, uh.
[CUSTOMER][NEGATIVE] It doesn't allow me to do anything.
[CUSTOMER][NEUTRAL] It does say invite eSign.
[CUSTOMER][NEUTRAL] So maybe that's allowing me to email it to somebody.
[AGENT][NEUTRAL] Yeah, see, mine doesn't even say that. Mine just only allows me to do download the document. I don't know if it's because I'm on like the corporate like um I don't know, um, connection and that's why it's allowing me to do that, um, but yeah, if you send it um on Adobe with the.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Should say um send and sign.
[CUSTOMER][POSITIVE] Yeah, I'll I'll call Adobe and make sure I'm doing it right.
[AGENT][NEUTRAL] Yeah, or even um DocuSign if you have an account with DocuSign, it's the same thing as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I will start trying that and if you could just um maybe put in a note to see if we can add the the highlight option.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate it.
[AGENT][NEUTRAL] All righty, [PII].
[AGENT][POSITIVE] Yeah you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.