AccountId: 011433970860
ContactId: 4a627d4a-e949-41e7-92af-1a70fa2b4ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240919 ms
Total Talk Time (AGENT): 74553 ms
Total Talk Time (CUSTOMER): 168341 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4a627d4a-e949-41e7-92af-1a70fa2b4ac7_20250311T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well, there you are, mystery person. It's [PII]. How are you?
[AGENT][POSITIVE] Good how are you doing?
[CUSTOMER][NEUTRAL] Right, and this is [PII] craving corn, right? I just wanna make sure it's right [PII]. Oh, it's not, oh, [PII], what's your last name? 00, hey, hi, uh, welcome on board. How are you?
[AGENT][NEUTRAL] No, no, there's, there's two [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good how are you doing?
[CUSTOMER][NEUTRAL] Yeah, better than most. Hey, um, I don't know if you know me that well, but I'm like one guy, but I'm a GA for APL, so I deal with a lot of brokers who just can't seem to count somehow. And can I give you a PRD to see how many members are on this.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] So it's 269-79.
[AGENT][NEUTRAL] Is it, did you, did you say 269-79?
[CUSTOMER][NEUTRAL] Yeah, 269-79. It's called the Cafe Delights.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you still do you still show 10? Because you're supposed to be 5 new hires and they're going through Employee Navigator and the 5 haven't posted yet and it's been like 5 days already.
[AGENT][NEUTRAL] Is this in regards to um I saw an email yesterday about this.
[CUSTOMER][NEUTRAL] Oh, did you? OK.
[AGENT][NEUTRAL] Um, about was it a scar that they were wondering about the um ID card that was a different one? OK.
[CUSTOMER][NEGATIVE] No, no, no, that, no, I don't, yeah, yeah, he, yeah, I don't know why he even, uh, the last thing I wanna do is give you guys more emails, and he should have just told me because Am wins that his general agency didn't didn't reconcile or anything, but I did that Friday for him as a favor.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And yeah [PII] yeah and I, I said you should have just wrote to me. I wrote him like at [PII] [PII] last night. I said I'll have [PII]'s, uh, card tomorrow actually I'll have it on Wednesday because it just posted today online, yeah, yeah, I'm, I'm with it, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, perfect. Um let me pull up that then.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, who, who are you waiting on because I am seeing 10 employees, yeah.
[CUSTOMER][NEUTRAL] Who are you waiting on because I.
[CUSTOMER][NEUTRAL] 10, right? Yeah, uh, there's like this guy named [PII]. He's like the easiest one to pronounce because they're all Spanish names and I'm wider than sour cream, sorry, um.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I am too
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And then there's a [PII] and then three others and I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, uh
[AGENT][NEUTRAL] When
[CUSTOMER][NEUTRAL] I just don't otherwise when asked the broker just to give me the file and I'll add them myself.
[AGENT][NEUTRAL] Yeah, do you know when they were added or if he sent an email in by chance?
[CUSTOMER][POSITIVE] No, they didn't they didn't tell me they were supposed to do like an employee navigator file feed, but it's really been 5 business days, and you guys are usually, uh, 2 to 3 days when it comes through. I've been with you guys for 11 years since you first came down in [PII]. It's been the best thing ever just to let you know, [PII], and um, no, you guys are like one of the easiest companies to work with, so probably never hear that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's awesome.
[AGENT][POSITIVE] Oh, good. Well, that's good to hear.
[CUSTOMER][POSITIVE] Yeah, yeah, um, but, um, it's been 5 days, so my spidey senses is like make everybody laugh, but yeah, I know there's something wrong, so I'll fix it now. OK, alright, alright, I'll write to the account. I'll write to the broker and that one of their admins will get back to me. Alright, I appreciate it.
[AGENT][NEUTRAL] Yes, yeah, I'm not even seeing anything in our pending or our embossed for the group, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good thank you.
[CUSTOMER][POSITIVE] Alright, be good bye.
[AGENT][NEUTRAL] You as well bye bye.
[CUSTOMER][NEUTRAL] Right