AccountId: 011433970860
ContactId: 448e2592-c77a-4f6b-b9a9-b3d50b9d22f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377309 ms
Total Talk Time (AGENT): 115537 ms
Total Talk Time (CUSTOMER): 125202 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/448e2592-c77a-4f6b-b9a9-b3d50b9d22f5_20250613T13:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Alright, so my name is [PII]. I'm the agent broker of record, and I need to check the status of a request that I emailed over for a new higher enrollment.
[AGENT][NEUTRAL] OK, thank you. Um, may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Here you again [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Group number is going to be.
[CUSTOMER][NEUTRAL] 23678
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Brafi Associates Inc.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me check the notes see what we got.
[AGENT][NEUTRAL] OK, um, when did you send that form and how did you send that form?
[CUSTOMER][NEUTRAL] It was sent.
[CUSTOMER][NEUTRAL] 9 days ago and it was emailed to
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see what I got here.
[CUSTOMER][NEUTRAL] Says hello, your request has been submitted to the new business department for processing. Upon completion, you will receive a confirmation email.
[CUSTOMER][NEUTRAL] And uh this was originally sent to.
[CUSTOMER][NEUTRAL] Um, someone named [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] With CC'd on it from your from your [PII] sales.
[CUSTOMER][NEUTRAL] It's at sales at Ampublic.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect, yes, OK, I know exactly where it went. OK, uh, what is the name of the insured just to to make sure it's not listed or if it's listed, I can let you know if it's here already. Um, what's the name?
[CUSTOMER][NEUTRAL] [PII] is the first name, the last name is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Effective date [PII].
[CUSTOMER][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] And if you have the date of birth, that will help me to determine if it's this number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, yes, so um I do see an account for him starting effective date [PII].
[AGENT][NEUTRAL] He's listed under the group.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, I have no records of that. Just one second.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is for what kind of coverage?
[AGENT][NEUTRAL] Metling secondary policy.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Metin secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And is there a member ID I can number I can record?
[AGENT][NEUTRAL] Mhm. Yes, uh, I can provide you with the policy number. Um, the policy number is 02.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] 8600.
[AGENT][NEUTRAL] And can you verify the
[CUSTOMER][NEUTRAL] All right, is there a rip?
[AGENT][NEUTRAL] Um no, we, yeah, we don't have reference numbers. You can use my name in today's date. Is there any way you can verify the address just to make sure we have the correct address because we need to send the cards and everything.
[CUSTOMER][NEUTRAL] Mhm. So go ahead.
[CUSTOMER][NEUTRAL] Sure, let me, let me pull that back up.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] I'm sorry, I should have verified a minute ago. I just remember I'm like, oh, let me verify the address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can pull it back up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][POSITIVE] OK perfect yes we do have the right address for that card to go out yeah it's been created.
[CUSTOMER][POSITIVE] All right, well, thank you so much, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I wanna believe that I think that's all I have. I can you just, can I, yeah, that's it. That's it. That's the last one.
[AGENT][NEUTRAL] OK. Alright. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No, ma'am thank you have a nice day.
[AGENT][POSITIVE] You as well. Thank you for calling APR. Have a good weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Yeah.