AccountId: 011433970860
ContactId: 2a76f4e1-f621-404e-a3ee-e55592e34f6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490470 ms
Total Talk Time (AGENT): 102690 ms
Total Talk Time (CUSTOMER): 105118 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/2a76f4e1-f621-404e-a3ee-e55592e34f6f_20250103T20:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII]. I sent in an enrollment form for one of my groups. They have a person that we were wanting to enroll, and I wanted to make sure you got it. It was processed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me your name again, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], are you the policy holder?
[CUSTOMER][NEUTRAL] No, I'm the uh broker.
[AGENT][NEUTRAL] You're the broker, OK. Do you have the policy number or group number?
[CUSTOMER][NEUTRAL] I can give you the group name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ceramic Arts dental lab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment to pull up that information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII], what's your last name?
[CUSTOMER][NEUTRAL] Her
[AGENT][NEUTRAL] OK, you can verify your email address for me and then a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] And I'll get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It was sent in about 4 days ago on [PII].
[AGENT][NEUTRAL] Spell [PII]'s last name for me.
[CUSTOMER][NEUTRAL] I think it's [PII]
[AGENT][NEUTRAL] And you said it's Ceramic Arts Dental Laboratory?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is he the policy holder?
[CUSTOMER][NEUTRAL] He, he's a [PII]'s [PII] an employee.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm looking at your group roster and I don't show anyone by the name of [PII].
[CUSTOMER][NEUTRAL] Yeah I sent it in on um.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK. And I'm sorry, [PII], did you say this is an enrollment?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. I missed that part. Give me one moment.
[AGENT][NEUTRAL] And where did you send it? What email did you send it to, [PII]?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I'm trying to find my scent stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent it to APL Florida sales.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said please process the attached form.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I centered on
[CUSTOMER][NEUTRAL] Actually it looks like I sent it on the [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't mind, [PII], can you spell the first, well, not [PII], but the last name for [PII] for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is, do you know [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yeah, let me open up the uh attachment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looks like [PII].
[AGENT][NEUTRAL] I'm still looking, one moment.
[AGENT][NEUTRAL] Gonna place you on a brief hold, OK, [PII]?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Sing
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] I'm good. What's going on?
[AGENT][NEUTRAL] Good. Um, I have the broker on the phone, um, his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, he is for a group number.
[AGENT][NEUTRAL] 20089.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] What's he looking for?
[AGENT][NEUTRAL] He said that he emailed an enrollment to APL Florida sales on [PII] for an [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And he's just calling to verify if this gentleman has been enrolled and I don't see that he, oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, he hasn't, but we, I know, I know we have the um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Enrollment.
[CUSTOMER][NEUTRAL] The enrollment let me verify, yes, um, we are working on it um it hasn't been submitted yet um but we do have it.
[AGENT][NEUTRAL] OK. Can I let you talk to this gentleman?
[CUSTOMER][NEUTRAL] You sure can.
[AGENT][POSITIVE] OK, here he comes. Thank you so much.
[CUSTOMER][POSITIVE] Thanks. Thanks, [PII].