AccountId: 011433970860
ContactId: 450c7f08-55f3-4cb2-8141-539c071c0d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 620599 ms
Total Talk Time (AGENT): 246576 ms
Total Talk Time (CUSTOMER): 203770 ms
Interruptions: 4
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/450c7f08-55f3-4cb2-8141-539c071c0d7a_20250130T20:23_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] That one
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII]. I'm calling from um Profid Manufacturing, um.
[CUSTOMER][NEUTRAL] Do you, would you like our group number?
[AGENT][POSITIVE] Oh, I'd love that, yes, please.
[CUSTOMER][NEUTRAL] Um, 19953.
[AGENT][NEUTRAL] 19953.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much. And Ms. [PII], um.
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] OK, so we have an employee, [PII], where, um, they had a baby on [PII], [PII], and I added him in and it ran for some reason the date came up as [PII].
[CUSTOMER][NEUTRAL] For coverage to begin.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So they um.
[CUSTOMER][NEUTRAL] We're calling to see if we can get that changed to [PII].
[AGENT][NEUTRAL] To [PII]. OK, yeah, let me take a look at that for you real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And he's, he's sitting here. [PII] is if you need to talk to him.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, um, real quick, Ms. [PII], would you be able to verify just a couple of details for me, um,
[AGENT][NEUTRAL] Just the mailing address of the group and the phone number in your email.
[CUSTOMER][NEUTRAL] Yeah, um, [PII], well, it says [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Telephone number is [PII].
[CUSTOMER][NEUTRAL] I have two emails. I'm not sure which one you guys are using, but it might be [PII].
[AGENT][POSITIVE] Yeah, that is it. Thank you.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][POSITIVE] Perfect and let me make sure.
[CUSTOMER][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, my friend, and if you don't mind, I'm going to
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm just looking at, I want to make sure that I'm offering you the quickest, best answer, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm going to, I think our broker resource department might actually be able to help you out. I'm gonna put you on just a quick hold and I'm gonna reach out to him real fast, OK?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, did you say this was [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], I'm sorry. I definitely heard that wrong. This is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Perfect. Hey, I might be in, not in the right spot, but just in case, I have a group, uh, representative on the line, and she added a newborn dependent, and it looks like even though she was trying to get them effective for, um, [PII] of last year, it put their effective date at [PII], and she just needs help getting that changed. Am I in the wrong spot or the right spot?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You're in the wrong spot. This is broker resources, so, um, I would send her to customer service if the dates wrong. Yeah, I would send her to customer service.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, perfect. I was looking at Guru for new enrollments and it said something about broker resources if they weren't using the, the, I don't know. So I just was hoping maybe this was the right spot, but I will send them to customer service instead.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Thank you so much. Thanks.
[CUSTOMER][POSITIVE] Have a good 10, no problem, bye.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hi
[AGENT][POSITIVE] Yes I can.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] I'm sorry, this is [PII] in customer service. How are you?
[AGENT][POSITIVE] Hey, I'm doing so good. This is [PII] with the care team. How are you doing, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, hey, Ms. [PII], I'm good. I do not recognize your voice at all.
[AGENT][NEUTRAL] No, that's OK. How's it going?
[CUSTOMER][NEUTRAL] It's going, it's going, that's all I can say. How are you doing?
[AGENT][NEUTRAL] Well, you know,
[AGENT][POSITIVE] I'm great. I just came from the all colleague meeting, so I have a full belly and a good attitude.
[CUSTOMER][POSITIVE] That's right. That's exactly right. Good deal. Good deal. What can I do for you, Miss [PII]?
[AGENT][NEUTRAL] Hey, so I actually have a group representative on the line, and I was trying to find out what to do in Guru, but I couldn't tell. Um, she has a new dependent on one of the policies she added in for her employee, and the, the effective date should have been the date of birth [PII], but it's showing the effective date is [PII], and she was seeing what we could do to get that changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Ask her
[CUSTOMER][NEUTRAL] To send an email.
[CUSTOMER][NEUTRAL] To the care team of course um and it'll go to customer service to have this state corrected and that way if customer service needs any additional email they can correspond back with her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I have the policy number included on that and then send it to the care team to correct the date.
[CUSTOMER][NEUTRAL] Right, right, just ask her to send the information to the care team. Like I said, it'll go, you'll, it'll be pushed through to, uh, customer service to have the effective date corrected for the newborn and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like I said, then they'll have the email to correspond with the with her to to.
[AGENT][NEUTRAL] OK, so we just need that written record um through email.
[CUSTOMER][POSITIVE] Right, right. Just something to get the ball rolling something in writing.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] I love that. Perfect. I will absolutely let her know that. Thank you so much.
[CUSTOMER][POSITIVE] You are wonderful. Thank you, [PII].
[AGENT][POSITIVE] Hey, my pleasure. You take care. I'll talk to you soon, I'm sure.
[CUSTOMER][POSITIVE] You too, honey.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] OK, thanks, bye.
[AGENT][NEUTRAL] Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][POSITIVE] Alright, I am so sorry. I ended up in the wrong spot, but I absolutely got the right answer for you and so I appreciate your patience. Um, so we just need, uh, we need a written request. So if you want to send an email with the policy number for your employer or you're not your employer.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your the policy number for your employee and then just that Caden was, you know, his effective dates showing up as [PII] and we need to correct that to his date of birth [PII] um and send it to our team. I can give you that email address and then we'll be able to get that ball rolling for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, sure. What's that email?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and does, um, so the, the father [PII] will I'll use his number, is that correct?
[AGENT][NEUTRAL] Yes, you'll only identify yourself as the group rep, you know, and that your group number is was it 19953?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, oh, OK, yeah.
[AGENT][NEUTRAL] Do you remember that correct? Yep, you'll want to identify yourself, your group number, and then [PII]'s particular policy number um that his dependence is on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I can do that and I appreciate your help so much.
[AGENT][POSITIVE] Hey, it's my pleasure and I really appreciate your patience while I got you the right answer. And is there anything else I can do to take care of you today?
[CUSTOMER][POSITIVE] No, you did, you did a great job. I appreciate it.
[AGENT][POSITIVE] Hey, well, it's my pleasure thank you so much for calling us here at APL and I hope you have such a fabulous day.
[CUSTOMER][POSITIVE] All right you as well thank you bye bye.
[AGENT][POSITIVE] Thanks bye bye.