AccountId: 011433970860
ContactId: 35e47fe0-dbf4-4381-b664-fd4e16b89616
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 519780 ms
Total Talk Time (AGENT): 181065 ms
Total Talk Time (CUSTOMER): 186731 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/35e47fe0-dbf4-4381-b664-fd4e16b89616_20250327T17:06_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII]. I'm calling you with Benefit Mall. How are you today?
[AGENT][POSITIVE] I'm good. How about you, Miss [PII]?
[CUSTOMER][NEUTRAL] Good good I'm calling you in reference to group number 25793.
[AGENT][NEUTRAL] OK, thank you. Let's see and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm sorry, [PII]. I always get those confused.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's OK, no problem. Let's see and um what is the address on file for verification?
[CUSTOMER][NEUTRAL] Uh, the address for the bank. Uh, hold on one second. I gotta go somewhere else. It's gonna be [PII].
[AGENT][POSITIVE] OK, thank you. And um Miss [PII] um
[AGENT][NEUTRAL] How may I help you with this group?
[CUSTOMER][NEUTRAL] OK, so we submitted a request to enroll Mr. [PII], um, and I submitted it to you guys. Um, it's been like 8 or 9 days since the sub submission, and I have not heard anything about the enrollment. So I just wanted to check to see if he's enrolled.
[AGENT][NEUTRAL] OK, alright, I can check on it for you and Miss [PII], you're calling from the broker's office, how are you?
[CUSTOMER][NEUTRAL] Broker GA yes ma'am.
[AGENT][NEUTRAL] Yes, OK. Making sure. All right, and I just, I, I do apologize. I needed to verify your email address and not the mailing address.
[CUSTOMER][NEUTRAL] Oh, my email address is [PII].
[AGENT][NEUTRAL] All right, thank you. OK, let me see if he's added, and you said the name is [PII]. Um, let me check the list. OK, one moment.
[CUSTOMER][NEUTRAL] Yes, I can give you his social security if you need it. Will that make it easier?
[AGENT][NEUTRAL] Yeah, yeah, yeah, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't see him in the group, but let me try that social. OK, one moment.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I don't see him. Um, I can check with customer service and see where they're at with this one,
[CUSTOMER][POSITIVE] That would be amazing. Please and thank you.
[AGENT][NEUTRAL] Yeah, because I, yeah, I don't. You're welcome. OK, let me put you on a brief hold and check with customer service, OK? Thank you.
[CUSTOMER][POSITIVE] OK perfect yeah that's fine I'll be right here.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII].
[AGENT][NEUTRAL] Hi, this is so how are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good, I'm good. And you said you're [PII]? I'm sorry, I didn't get your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Selling
[CUSTOMER][NEUTRAL] Oh, that's OK. [PII], yeah.
[AGENT][NEUTRAL] 7. OK, thank you. And this is so with the care team. Um, I have a, uh, group in the line that, um, well, I have the broker, uh, calling and um she is checking on a new enrollment for a new enrollee and I'm not able to find it and she said she said that about 9 days ago. I don't know if I'm calling the right department or not. I checked the guru and it says the transfer here. I'm not sure if I'm transferring to the right place.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Oh yeah, no, that's good, yeah, you can just send her over and we can get the information and try to figure out what happened.
[AGENT][NEUTRAL] OK, well, let me give you the information that I gather, um, so I have the group number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Which is 25793.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Helms Bank. Mhm. Uh, her name is [PII].
[CUSTOMER][NEUTRAL] 93. OK.
[AGENT][NEUTRAL] And she's with the brokers and the person that she sent the enrollment for was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Peridoma, I think it is something perdoma I think it is. I'm sorry, I wrote it down and I cannot even read it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you, is it good.
[CUSTOMER][NEUTRAL] OK. No, that's OK. That's OK.
[AGENT][NEUTRAL] All right, do you need um the callback number just in case we get disconnected. Um, let me give you that.
[CUSTOMER][NEUTRAL] Uh, what was the group's name?
[AGENT][NEUTRAL] Uh, the group name is Helms Bank.
[CUSTOMER][NEUTRAL] Did you
[CUSTOMER][NEGATIVE] Home fake.
[AGENT][NEUTRAL] Elmspan, yeah. Elmspan E Elm without the S. Elmban.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK. I can assist her further. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. You're welcome. Here she comes. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding and being patient for me, Miss [PII].
[AGENT][POSITIVE] I got Miss uh [PII] on the line. She's in the broker resources department. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, so I really appreciate you.
[AGENT][POSITIVE] You're welcome. No problem. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding. How are you doing? Hey, how are you? I am doing very good. I am actually that's awesome. um, OK, so I am calling because we submitted a request for enrollment for Mr. [PII] on the [PII], and we got an email back from you guys saying that you guys were gonna be working on it and usually you guys are really, really quick about turning enrollments around.
[CUSTOMER][NEUTRAL] But I have not heard anything about his enrollment, so I was hoping that you could help me.
[CUSTOMER][NEUTRAL] Yeah, can you spell his first and last name for me? Uh, his first name is [PII] and last name is [PII], [PII]
[CUSTOMER][NEUTRAL] OK. And what is his date of birth?
[CUSTOMER][NEUTRAL] Uh, the what? I'm sorry?
[CUSTOMER][NEUTRAL] The date of birth
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] OK, and you sent it on the [PII]. I'm gonna place you on hold and do a little bit of research, or I could do a little bit of research and give you a call back, um, shortly. It's it's OK. I can, yeah, I can hold for a minute. Thank you. I do.