AccountId: 011433970860
ContactId: 45cb01b1-7b39-4673-b429-580fb671e854
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382399 ms
Total Talk Time (AGENT): 162125 ms
Total Talk Time (CUSTOMER): 190629 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/45cb01b1-7b39-4673-b429-580fb671e854_20250423T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over in the claims department. I have a broker on the line, um, uh, for a group, and she is requesting a census sheet. Does that sound familiar?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and the group number is 21302.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and the caller on the line is [PII].
[AGENT][POSITIVE] [PII], OK, perfect.
[CUSTOMER][POSITIVE] OK, here she comes. Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and I'm calling on behalf of Access Insurance Agency. We are the broker of the company, um, governmental Management Services LLC. I can give you a policy or group number. Yeah, it's 21302.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, no, so I.
[AGENT][NEUTRAL] All I need um is just your email. I'm I was informed that you just need to census report like um is that one that you you need to fill out correct?
[CUSTOMER][NEUTRAL] Yes, that's correct. And if possible, you can, uh, we can also get a copy of the ads and terms for the past 12 months.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, for that group
[AGENT][NEUTRAL] I don't know if we'll be able to provide you who we've added in terms. I can give you like a report of who currently is on the plan if that works for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, and also the, the, is that going to be the current census, right?
[AGENT][NEUTRAL] Yes, the current census and then are you wanting um a census as well to complete as to like um for I guess is this for like a new enrollment to add and change people.
[CUSTOMER][NEUTRAL] Mhm. Yes, because um this group, uh, the, the, the manager of this group actually sent out the history, uh, or changes are.
[CUSTOMER][NEUTRAL] Um, and we need to fix something on this, on the, on the ads and terms and changes. So that's why we also, aside from the, from the census sheet, we also need the copy of at least if you can give me something like the ads and term or changes in the past 12 months.
[AGENT][NEGATIVE] So I, I won't be able to, to do that.
[CUSTOMER][NEUTRAL] So there's no way to
[AGENT][NEUTRAL] I can give you like a current census of what um who is currently enrolled.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] I could go yeah just let me know I can give you my email address.
[AGENT][POSITIVE] Yeah absolutely what is your email?
[CUSTOMER][NEUTRAL] Uh it's [PII], my name, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], that is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. [PII]. So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK perfect and are you the broker on this or are you the brokers um like admin? What is your relationship?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Yeah, we are the we.
[CUSTOMER][NEUTRAL] Yeah, we are the broker of the company, uh, governmental management.
[AGENT][NEUTRAL] Yes, so I see a different broker on there so I was just curious what your relationship was.
[CUSTOMER][NEUTRAL] Oh, I, um, is it going to be [PII] because I'm working with [PII].
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, yeah, so I'm he's actually assistant.
[AGENT][NEUTRAL] OK perfect alrighty so you're just needing a current census and then you're needing a census sheet to provide us um with any terms or changes that need to be happened after you review the census.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Is that correct? OK, perfect.
[CUSTOMER][POSITIVE] OK, yes, and, and ma'am, by, by the way, because uh, yes, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so I, I just wanted also to, to verify the correct phone number for brokers um because I was, I was routed to a different, different um department earlier.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah, do you, OK, it's gonna be [PII].
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you need me to repeat that?
[CUSTOMER][NEUTRAL] [PII]. So it's [PII]. Yeah, [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK. And your email address would be [PII], correct?
[AGENT][NEUTRAL] Um, so that might be another department, um.
[AGENT][NEUTRAL] But if you want like the broker resources um I can give you our email so it's gonna.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, brokers resources.
[AGENT][NEUTRAL] Yes, so it's gonna be [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um give me one.
[AGENT][NEUTRAL] And that's the email I'll be sending um you to the census from and um if you just wanna respond to that with the changes as well as moving forward if that's the uh you can keep that email as well and that will be the communication to use.
[CUSTOMER][POSITIVE] OK, that would be great. I'll go ahead and uh check that email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much and what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], alright, thank you so much, [PII], and you do have a wonderful day.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye