AccountId: 011433970860
ContactId: 54537759-4755-4cde-a88b-95a8736b3625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324739 ms
Total Talk Time (AGENT): 123614 ms
Total Talk Time (CUSTOMER): 170873 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/54537759-4755-4cde-a88b-95a8736b3625_20250605T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] Doing phenomenal and you?
[AGENT][POSITIVE] Good, thank you for asking.
[CUSTOMER][NEUTRAL] My dear, I need uh a group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For a group of mine that was submitted for a [PII] effective date, uh, the name of the company is uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] River Trucking.
[AGENT][NEUTRAL] Trucking.
[AGENT][NEUTRAL] And you said this was a new group correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][POSITIVE] Yeah, if you want I can give you my social and try to see what already pulls up underneath underneath underneath me.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Per se, because I, the whole, the name of the group, I think it's like R E V I E R trucking something like that.
[AGENT][NEUTRAL] OK, let me, I think I actually was working on this today and there was something that we were needing.
[CUSTOMER][NEGATIVE] No way. Shu, shut the door. I got lucky.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Rer Trucking doing business as Air Airsran yeah LLC um so it looks like this group has a
[CUSTOMER][NEUTRAL] Insurance
[AGENT][POSITIVE] Um, and, and I'm so sorry, what was your name?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect um so it looks like we're just waiting on underwriting to approve the short term um effective date or the short term from [PII], um, and so once we get the approval then we can move on with the process of um creating the new group.
[CUSTOMER][NEUTRAL] Alright, but, but listen, honestly, uh, like time is of the essence here, um, I, I, you know, I, I needed to, I needed to, I needed to move, um.
[CUSTOMER][NEUTRAL] Uh, do we have a group number for them already at, at least, or no?
[AGENT][NEUTRAL] No, so since um we're waiting for that approval, we can't issue it in a group. We have to get approval for it first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when was the approvals asked or requested?
[AGENT][NEUTRAL] Um, it was sent today.
[CUSTOMER][NEUTRAL] OK, um, is there anywhere, [PII], any, any way you can call over to that underwriting department and, and try to see if someone can just look at it and push a button? I mean, it's not like, you know, all we're doing is shortening the effective day to align with all their other benefits. Um, I don't think that's a, I don't think it's a big ask.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, I, let me see.
[AGENT][POSITIVE] I'm happy to reach out to the person who's working it um and see if we can get um a quicker turnaround time it won't be today, um, but I, I can, I can see what we can do.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, let's, uh, if you don't mind, listen, um.
[CUSTOMER][NEGATIVE] I just, I, I need, I need on this one I need speed. It has nothing to do with you guys it has everything to do with me and the fact that I took so long to submit it, but it doesn't change the fact that I, I need, I need like I need to go fast.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me see what I can do for that, OK? And, and I guess what would be an acceptable turnaround time for you that gives us enough time to, to see this?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, don't ask me that because you don't wanna hear the answer, and I don't, I mean that in a good way. No, I swear to God I mean that in a good way because to me, my like me personally, like it again, don't take this the wrong way.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I would be like, OK, [PII], hold on. Let me put you on hold, boom, call, call the underwriting department. Hey, whoever is there at underwriting, answer the phone. Answer the phone. Listen, take a look at this file, do they need to align their benefits with their medical, their dental, their vision, their STD and their and their LTD. Can you just push a button so I can move on with the like that that's what, that's what I'm talking about.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Like I can't tell you, you know, that's what I'm saying you're not gonna wanna hear my response because that's my response. That's what I'm looking for when I say speed, uh, I'm not looking for oh my God, it takes me a whole day to have someone look at an email and just push a button. They're gonna say yes there like there is no way in the world.
[CUSTOMER][NEUTRAL] They're going to say no to the shorter effect of it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Like it's just not gonna happen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So then what am I really wait so then what am I really waiting for? That's what I'm trying, so that's why I say you don't wanna hear that response from me and I'm trying to be nice about it. I'm not trying to be like rude or anything. I'm just talking out loud. You're not gonna wanna hear that response because to me that's, that's what I'm talking about.
[AGENT][NEUTRAL] OK, um, obviously I, I'm unable to do that. I'm happy to reach out to them and to, um, you know.
[AGENT][NEUTRAL] say that this is an urgent matter and to, to push to have this go quicker. Um, I, I don't know what they do all day, but um I understand your frustration.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Thank you, my dear. I just, I need this one to be quicker, not because of anything you guys have done wrong, it's me, but I, I, I need you guys to back me up. That, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good. I will give them a call now.
[CUSTOMER][POSITIVE] All right cool thank you.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye bye.