AccountId: 011433970860
ContactId: 463a3850-97a6-416c-aeb7-e142391ff5ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348429 ms
Total Talk Time (AGENT): 146848 ms
Total Talk Time (CUSTOMER): 110128 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/463a3850-97a6-416c-aeb7-e142391ff5ae_20250318T21:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] This is [PII], yes.
[CUSTOMER][NEUTRAL] 00, [PII], hi, hey, it's uh [PII] with Martin Insurance again.
[AGENT][NEUTRAL] Yeah, how are you?
[CUSTOMER][NEUTRAL] Anyway, oh, doing good, doing good. Hey, I'm sorry to bother you again. I, I got your what you said. I got what you sent, but, uh, that was, uh, a, a list of ineligible industries possible. Do you have any underwriting guidelines? Uh, let me tell you what I'm trying to prevent. Um, I'm selling major medical and other, you know, dental and all that stuff.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I don't wanna get too many times in my past have I had to go back to the employer and tell them that they didn't meet the patient requirements, didn't have enough enrolled, they didn't have the, you know, they're on the ineligible list. So anyway, I was trying to get the underwriting guidelines, the actual guidelines so that we can, I can show this group so they, I don't end up, uh, because then sometimes they get mad and I lose the, the rest of the business, you know, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what did, what did we send you because I didn't handle it. Hold on just a second, let me see if I can get out here and see what we have. Hang on one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, I think it was just in.
[AGENT][NEUTRAL] Hold on, yeah.
[AGENT][NEUTRAL] Yeah, let me get a look and see if there's a copy out here in the folder.
[AGENT][NEUTRAL] Let's see do do do.
[CUSTOMER][POSITIVE] I sure appreciate the help [PII].
[AGENT][POSITIVE] Yeah, no worries. I just wanna.
[AGENT][NEUTRAL] This was on.
[AGENT][NEUTRAL] It's just in general, OK, never mind. I just I don't think she'll have anywhere to send that she won't have it stored anywhere just yet. Trying to see what she sent out. I should have a copy out here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, sorry, give me just a second. I'll try to.
[AGENT][NEUTRAL] OK, I'm asking hang on just a second.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You kind of wanna know what the guidelines are as far as what what the eligibility requirements are for enrolling on each of those on the on those products correct?
[CUSTOMER][POSITIVE] Oh yes, absolutely. Oh yeah, I've been selling disability for many years. The, the only thing is I'm just trying to something in writing to the group because you know a lot of times they won't believe so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Let me get with [PII]. Let me, let me get with [PII] and maybe [PII] to see um what we have that we can send out on that. Um, [PII] did say, oh, said hi, so she's just been tied up today, but yeah, she did tell you, she did say hi um to you and
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Oh, how nice.
[AGENT][NEUTRAL] Yeah, so what
[CUSTOMER][NEUTRAL] Well, hey
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEGATIVE] So the stories he tells about me, most of them are not true. I didn't do it.
[AGENT][NEUTRAL] OK, OK. Well, let
[CUSTOMER][NEGATIVE] Uh, that's a joke. I'm teaching.
[AGENT][NEUTRAL] No, I know, I know. Let me get with them, um, [PII]'s, hold on just a second. [PII]'s calling me. Hang on just a second.
[CUSTOMER][NEUTRAL] Oh, OK. You are on hold.
[AGENT][NEUTRAL] Hey, so he's on the other line. Sorry, I'm in a meeting and I got him on the other line. It's crazy, crazy afternoon. It's OK. No, it's OK. So.
[AGENT][NEUTRAL] OK, well, OK, so does that have the requirements in it that he, that's what he's asking for. So what, let me read his email. He called earlier, told me he wanted brochures for so I told him to tell us what products he was interested in. So I guess he's OK, here we go, short term disability. Could you please email the forms and brochures that outline the benefits underwriting guidelines? So you send him the underwriting guidelines that says how many people can enroll and all the requirements and stuff.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK. Oh, no worries.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect that's all I needed thank you bye.
[AGENT][NEUTRAL] OK, she said sorry she thought she attached the guidelines and forgot so she's resending that to you now.
[CUSTOMER][NEUTRAL] Oh super. Oh, OK. Was that [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it was [PII] [PII]'s the one that's working on it, [PII]'s tied up in a meeting, um, so yeah, yeah.
[CUSTOMER][NEUTRAL] Was did you
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I was just gonna I was gonna blow some more smoke for K. I see so much fun.
[CUSTOMER][NEUTRAL] 00 yeah, just, uh, yeah, I just tell [PII] that [PII] said he's innocent. He didn't do it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll tell her. I will tell her.
[CUSTOMER][POSITIVE] She'll she'll laugh. She'll laugh. So, oh thanks [PII]. I sure appreciate your help. I'm sorry to bug you.
[AGENT][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] Oh no, you're fine. You have a good day.
[CUSTOMER][POSITIVE] Oh, you too. OK, thanks now bye bye.
[AGENT][NEUTRAL] Bye.