AccountId: 011433970860
ContactId: 26c8f9df-8532-4a4b-84e1-79f65e9481fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171520 ms
Total Talk Time (AGENT): 110972 ms
Total Talk Time (CUSTOMER): 59651 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/26c8f9df-8532-4a4b-84e1-79f65e9481fb_20250429T16:24_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]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I am doing well. um, I actually am contacting y'all in regards to my agent contract I had submitted all of the necessary information and I just have not heard back from anybody and it's been over a week and I have an enrollment coming up, so I'm just kind of seeing the status or who I need to speak with to ensure that all the documents have been approved.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you uploaded that you're talking about the agent form. You uploaded everything on that and you're just waiting on that is that what you're talking about, OK, yeah, OK, got you, got you. Hold on just a second. I know we have several of those in that are being worked on. Let me just see if there's any notes on your account. Give me just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yep, did my ENO, um, yes ma'am.
[AGENT][NEUTRAL] Come on, sorry, I'm waiting for my computer. It's going to move over. What did you say your first name was? Did you say [PII]? I mean, I, OK, and I mean, OK.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] there we are. Let's see.
[AGENT][NEUTRAL] Alright, we did receive it. It looks like it's been assigned to our commissions team actually this morning um we've got it and they and they have it so it looks like um they are working on it looks like as of this morning they have some tasks out there to complete, um, so yeah, it's in the works, it just hasn't been completed just yet. I don't really have a timeline, but hopefully it won't be too much longer but.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] I'll shoot a message over to [PII]. She's the lady that on our mission team that looks like is working it and just let her know that you've called, um, in case so she can look at it and if there's anything needed, she'll let you know. But it looks like we have everything and it's just going through the process, so it should hopefully shouldn't be too much longer.
[CUSTOMER][NEUTRAL] Do you think in your like in your honest opinion, do you think it would be done within the next two weeks? I just don't wanna miss out on this enrollment. The only reason because I'm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yeah, when is it, when is it?
[AGENT][NEUTRAL] Yeah, when is the enrollment?
[CUSTOMER][NEUTRAL] It is gonna be for [PII].
[AGENT][NEUTRAL] OK, OK, I don't, yeah, hopefully we can. Let me, I will, yeah, I will send her a message and let her know that you're working on an account that's gonna go effective [PII] and you wanna make sure that you're commit that you're, um, you're approved before then so that you can handle the sale. So yes, I will, I will make that clear and if there's any issues, what's the contact number for you?
[CUSTOMER][NEUTRAL] Do we have time, you know.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII]. OK, I will send her a message and um if there's any issues we'll call you back. Otherwise I'll I'll just call you back when let me just confirm with her if she'll have it done by the [PII] and I'll give you a call back, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much and I hope you have a wonderful day.
[AGENT][POSITIVE] You too. You're most welcome. I'll talk to you soon, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.