AccountId: 011433970860
ContactId: 36ef7842-c382-42cf-b09b-8b69d05ccb31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 528109 ms
Total Talk Time (AGENT): 284256 ms
Total Talk Time (CUSTOMER): 197921 ms
Interruptions: 8
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/36ef7842-c382-42cf-b09b-8b69d05ccb31_20250401T20:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How much more
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII].
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] [PII], hopefully you can help me. I'm just calling in to see if I can get a rate for a member.
[AGENT][NEUTRAL] OK. When you say a rate, what exactly, [PII], are you, are you referring to?
[CUSTOMER][NEUTRAL] Um, well, they have, um.
[AGENT][NEUTRAL] Are you or are you with who, who are you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm from the general agent's office.
[AGENT][NEUTRAL] OK, and this is for a member specifically that you're wanting to find the rate out?
[CUSTOMER][NEUTRAL] For a group, well, it's a group that has a new hire and I need to know the rate how much it would cost for her um gap.
[AGENT][NEUTRAL] OK, all right, so, um, you're trying to find you said it's a new hire that you were wanting to find out about a rate for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, so yes, ma'am, I can partially help you with this, [PII], what is a good callback number for you first off?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and the group number?
[CUSTOMER][NEUTRAL] The group number is 21867.
[AGENT][NEUTRAL] OK, thank you. So give me just a moment to get the group's information pulled up and I'll need to verify a couple of things with you first, [PII], so one moment.
[CUSTOMER][POSITIVE] No problem. No problem, [PII]. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[AGENT][NEUTRAL] OK, so if you could first please verify the name of the group and the agent for the group.
[CUSTOMER][NEUTRAL] The name of the group is Tonia LLC and the agent is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see. Let me just.
[AGENT][NEUTRAL] And we have someone else listed according to what I can see for this group.
[AGENT][NEUTRAL] You said [PII], mhm, yeah.
[CUSTOMER][NEUTRAL] A different um broker.
[CUSTOMER][NEUTRAL] It's not [PII]
[AGENT][NEUTRAL] S
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, ma'am, that's not who I show um and you said the first spell the first name one more time for me, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s email?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, um, so yes, that is not what I'm showing, but what I'm gonna need to do, what is your email and what agency?
[CUSTOMER][NEUTRAL] I'm with Centersstone.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Finterstone.
[CUSTOMER][POSITIVE] Yes, doing business as benefit mall.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then one last question for you, [PII], what is your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, so what I'm gonna need to do is to get you connected over to broker resources and they will be able to further assist you. I'll give them the group number and let them know what you were needing, um.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From them today.
[CUSTOMER][POSITIVE] OK. OK, no problem.
[AGENT][POSITIVE] OK, alright, well, can I help you with anything else? Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] I, I appreciate it.
[AGENT][POSITIVE] OK, well thank you again for calling APL [PII], and I hope you have a great evening.
[CUSTOMER][POSITIVE] Thank you likewise.
[AGENT][POSITIVE] Yes ma'am, thank you. So one moment please and I'll get you connected.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey [PII], it's [PII] again.
[CUSTOMER][NEUTRAL] [PII], I was just saying like I'm so popular, but I think it's just you.
[AGENT][NEUTRAL] And I think I'm just getting all of your calls today.
[CUSTOMER][NEUTRAL] Maybe we're we're the only ones that are getting the phone calls.
[AGENT][NEUTRAL] I guess I mean, especially for Breaker Resources today it seems that I was going to our colleague forum this morning, so I guess hey.
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Oh, it's catching everything up.
[AGENT][NEUTRAL] But um, yeah, right? It is. So now, I have a lady by the name of [PII].
[AGENT][NEUTRAL] That's [PII] with Benefit Mall.
[AGENT][NEUTRAL] And her phone number is [PII].
[AGENT][NEUTRAL] She's calling on group number 21867.
[AGENT][NEUTRAL] Which is Stonica LLC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] She was calling because they got a new hire that she's needing to get a rate for.
[AGENT][NEUTRAL] Of what their rate would be, but.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She says that the agent of record on this group is [PII].
[CUSTOMER][NEUTRAL] And she's not
[AGENT][NEUTRAL] Well, I'd see [PII].
[CUSTOMER][NEUTRAL] Well it's because it's a Florida group so all Florida groups are technically under NAS, which is current [PII].
[AGENT][NEUTRAL] Well then how do we know well when our with our verification process?
[CUSTOMER][NEGATIVE] I know. I just kind of, yeah, I think you just kinda have to know, so that's like what sucks.
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] All see where it says national agency solutions.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh, I do. Mhm.
[CUSTOMER][NEUTRAL] So that, so that, that is NAS, which is, which is gonna be [PII], and he owns all the Florida groups.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, but now, when she told me, Lord, see, and when she says that the in the agency is centerstone.
[AGENT][NEUTRAL] Doing business is Benefit Mall and [PII] is the agent and she gave me a Gmail address for him. Her email is [PII]. Well, you know, but anyway, our Google card says we're supposed to transfer for rates and stuff, but as far as just verification on a different type of call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, I know. It's
[CUSTOMER][NEUTRAL] You just verifying the benefit.
[CUSTOMER][NEUTRAL] Yeah, so Bene [PII] can call on behalf of blank they are.
[AGENT][NEUTRAL] On blank.
[CUSTOMER][POSITIVE] They are legit. I know, yeah, on who on whoever whoever they're calling for because they are a legit resource in terms of um like a they're not I don't know if they're like a true agency but they help with.
[AGENT][NEUTRAL] Right. OK, so any group?
[CUSTOMER][NEUTRAL] Insurance.
[AGENT][NEUTRAL] In any group?
[CUSTOMER][NEUTRAL] Um, as far as [PII] goes, Benefit Mall has only called specifically for NAS groups, Florida groups.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] I haven't had any sort of contact with Benefit Mall from anybody else so far in my two years of being here, yeah.
[AGENT][POSITIVE] I got you. OK.
[AGENT][NEUTRAL] OK. Alright. Well, anyway, so all of that, I was just giving you the full rundown of, yeah, I mean, I'm familiar with Benefit Mall, but anyway, then the whole, usually, uh, anyway, we're not gonna get on cause she's on the line, but um yeah, so I just wanted to let you know that I, I did verify everything.
[CUSTOMER][POSITIVE] Oh yeah, they are a legit person.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] It does get confusing.
[CUSTOMER][NEUTRAL] I know you guys have a process, so yeah, no, you're fine. I know that you guys have a process. It it's weird.
[AGENT][NEUTRAL] I did everything, but it's just like.
[AGENT][NEUTRAL] So, yeah, like, you know, yeah, she's got a new, she says it's a new hire and they're needing to get a rate for enrollment.
[CUSTOMER][NEUTRAL] She just wants to write for something?
[CUSTOMER][NEUTRAL] OK, we'll see what I can do.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] You're the bomb. Thank you again, [PII]. Are you ready to speak to [PII]? OK, well, thank you so much. All right, girl. Bye-bye.
[CUSTOMER][NEUTRAL] You are, yeah.
[CUSTOMER][POSITIVE] I think I am thank you.
[CUSTOMER][NEUTRAL] Bye.