AccountId: 011433970860
ContactId: 4f809ba1-74b9-4645-9024-93b2d5cf15ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355529 ms
Total Talk Time (AGENT): 139079 ms
Total Talk Time (CUSTOMER): 144003 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/4f809ba1-74b9-4645-9024-93b2d5cf15ff_20250207T16:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was calling. I just started uh with a company and um.
[CUSTOMER][POSITIVE] I was trying to enroll in the benefits they have through y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there, there is.
[CUSTOMER][NEUTRAL] An American Public Life, voluntary Life and AD&D part.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I'm not seeing any rates on that, on what they gave me. Like, if I, it says,
[CUSTOMER][NEUTRAL] Basically it says
[CUSTOMER][NEUTRAL] Base amount. And I'm like,
[CUSTOMER][NEUTRAL] I don't know what they would take out of my paycheck or exactly what.
[CUSTOMER][NEUTRAL] That, that means.
[AGENT][NEUTRAL] I understand. um, and your name is? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII] or.
[AGENT][NEUTRAL] [PII] or
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what's the name of their group?
[CUSTOMER][NEUTRAL] Uh, it's gonna be medley, uh, logistics.
[CUSTOMER][NEUTRAL] M E D L E Y.
[CUSTOMER][NEUTRAL] Logistics
[AGENT][NEUTRAL] You said LED LEY logistics?
[CUSTOMER][NEUTRAL] No, M, like M as in Mary, E as in Elizabeth, D as in dog, E as in Elizabeth.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's, it's, it's medley.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. Or. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] No, I don't show.
[AGENT][NEUTRAL] Give me one quick moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] at uh care team. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good. How are you?
[AGENT][NEUTRAL] It's Friday.
[CUSTOMER][POSITIVE] Yes, girl, please. Oh my [PII], like finally Friday. Same girl.
[AGENT][POSITIVE] I am so happy it's Friday. Yes, ma'am.
[AGENT][NEUTRAL] Um, I have an insured on the phone or I guess you could say a potential insured, and he's with Melody Medley Logistics and I couldn't find him in the system. I don't know if it was a new group or not.
[CUSTOMER][NEUTRAL] What's going on?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, but he's an insured though?
[AGENT][NEUTRAL] And he
[AGENT][NEUTRAL] Yeah, and he was wanting to, well, he was saying he was wanting rates, but he said he only gave them base amount and he wasn't sure how that works, but I was wanted to double check if the group is in the system and probably tell me he would just need to contact his employer.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, what's the group called?
[AGENT][NEUTRAL] Medley Logistics.
[CUSTOMER][NEUTRAL] Uh, do you know where if they're out of [PII] or where they're out of?
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] That's OK. I have a Medley Block Industries Corp, but I don't, that's the only Medley I see, and they've been here since [PII], so I doubt that that's them.
[AGENT][NEUTRAL] OK, well, yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's like I've, well, anything, but
[CUSTOMER][NEUTRAL] Yeah. Mm mm.
[CUSTOMER][NEUTRAL] Well, regardless, like if he's an insured, he needs to, he needs to work with his um his HR like he needs to work with his, his uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Like his employer anyway.
[AGENT][POSITIVE] That's what I was thinking, but I just wanted to double check and see if there was a group, but yeah. Oh, thank you so much, Ms. [PII], and you have a great weekend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, for sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] You too. Enjoy.
[AGENT][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] Uh, Mr. [PII], thank you so much for holding. Um, I spoke with one of our, uh, persons in our broker resources see if we can find the group, and I don't show the group in our system, but she said you will have to contact your group admin or your HR and they'll be able to assist as far as any rates for any uh policies that are offered.
[CUSTOMER][NEUTRAL] OK, so I need to go with somebody I guess at AOS is what you're saying?
[AGENT][NEUTRAL] Uh, with your employer, um, HR or the group admin, you have to contact them and they should be able to assist you.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Oh, OK. They can, they can break it. I just thought.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The packet they gave me had y'all's number and so I was like, well I'll call y'all and see what's open.
[AGENT][NEUTRAL] I understand, but as far as rates or anything of how much they are taken out of your check, uh, that's something that they will be able to assist you with.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] No, I, I hear you. I got you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] I appreciate your time.
[AGENT][POSITIVE] You're welcome. Have a great weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.