AccountId: 011433970860
ContactId: 555199f4-2dcc-40e7-bbaf-475db4979693
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658500 ms
Total Talk Time (AGENT): 267964 ms
Total Talk Time (CUSTOMER): 179486 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/555199f4-2dcc-40e7-bbaf-475db4979693_20250121T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes. My name is [PII] and I'm calling from a broker's office. And I need to um confirm what the maximum age is on the APL uh policies.
[AGENT][NEUTRAL] OK, [PII]. So you said you're calling from a broker's office and you're wanting to confirm.
[AGENT][NEUTRAL] An age limit?
[CUSTOMER][NEUTRAL] Yeah, the maximum age that a child can be covered till.
[AGENT][NEUTRAL] OK. Yes, I can help you with that. And [PII], what is your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then [PII] at the end.
[AGENT][NEUTRAL] that's [PII].
[AGENT][POSITIVE] Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the group number that you're calling about?
[CUSTOMER][NEUTRAL] It is 22843.
[AGENT][NEUTRAL] OK, thank you. So [PII], give me a moment to get the um information pulled up on the group. I will have to verify some things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and so first off, if you could please verify the name of the group and their address.
[CUSTOMER][NEUTRAL] So it's e Insights LLC.
[CUSTOMER][NEUTRAL] And then address should be [PII].
[AGENT][NEUTRAL] Thank you. And the agent of record?
[AGENT][NEUTRAL] And their email?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And hang on a second, his email is different because his name is so long.
[CUSTOMER][NEUTRAL] Yeah, I guess they do it differently. Uh, so it's his first name [PII] [PII], last name. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you might have a shortened version because then I think another one is [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address please, [PII]. I mean [PII]. I don't even know where I got that from [PII]. I'm sorry, long day, I guess.
[CUSTOMER][NEUTRAL] Oh no, that's OK. It it was in the broker's name or the um agent's name. No, so my first name is [PII], and then [PII] my last [PII] [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Alright, so let me see if I can.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm going to connect you over [PII] to our broker resources division so that they and they can verify that for you and I'll give them the group number and let them know that the verification um has already been done.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you won't have to do that again.
[CUSTOMER][POSITIVE] OK, perfect. I appreciate it. Thank you.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. So, can I help you with anything else before I do that?
[CUSTOMER][POSITIVE] No, that's what I'm trying to accomplish right now.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a wonderful evening.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Ah, thank you. One moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, hi, [PII]. It's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm doing well. How are you doing?
[AGENT][POSITIVE] I'm doing fine, thank you. Trying to stay warm.
[CUSTOMER][NEUTRAL] Huh, I get it.
[AGENT][NEGATIVE] It's a little too cold where I am for me.
[AGENT][NEUTRAL] I have a broker's office on the line, [PII].
[AGENT][NEUTRAL] Um, she is with, I, I'm on a different screen. Shoot, I started making my note. Hold on one second, [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The group she's is 22843.
[AGENT][NEUTRAL] Eight LLC.
[CUSTOMER][NEUTRAL] OK hang on let me get there.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] And she is with um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] IOA USA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she is and her phone number that she gave me as a call back is [PII].
[AGENT][NEUTRAL] And she says she's just wanting to verify the max age that a dependent child can be covered.
[CUSTOMER][NEUTRAL] That's it's 26.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, this is [PII] that uh.
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, let me pull up their proposal.
[AGENT][POSITIVE] I think that's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is it [PII] I.
[CUSTOMER][NEUTRAL] It's, it's a, it's, uh, no, it's um.
[AGENT][NEUTRAL] 29
[AGENT][NEUTRAL] Something like 320, I don't know. I don't know.
[AGENT][NEUTRAL] I feel like I used to know that better when I worked over there with new business, but I don't get I could tell you when I've had somebody ask me that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] Honestly.
[CUSTOMER][NEUTRAL] See if their proposal is out there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well for sure doesn't even say.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] That's not cool.
[AGENT][NEGATIVE] That's not cool.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, medical plan who is under age [PII], but
[AGENT][NEUTRAL] Uh, [PII], yeah, [PII] is different.
[CUSTOMER][NEGATIVE] I'm looking at their brochure. Their brochure is wrong. He's just a second.
[AGENT][NEUTRAL] That may be why she's calling to verify it.
[CUSTOMER][NEGATIVE] Uh, because I know that's not right for [PII].
[CUSTOMER][NEUTRAL] Let me see if I can pull up one of the policy certificates.
[AGENT][NEUTRAL] That's what I'm trying to do now.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] See, that's not right. I'm looking at one of them.
[CUSTOMER][NEUTRAL] It says age [PII] on there?
[AGENT][NEUTRAL] Yup.
[AGENT][NEUTRAL] It says is under [PII] of age or and then it comes, you know, he is incapable of sustaining self self-sustaining employment because of mental or physical incapacity. But no, it says [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm sure that's what she's calling about.
[AGENT][NEUTRAL] I mean, she didn't say that.
[AGENT][NEUTRAL] But in looking at yeah and looking at the certificate and I just pulled up the first one.
[AGENT][NEUTRAL] Issued under this group.
[CUSTOMER][NEUTRAL] Can you just let her know? I'll call her back, but just let her know that.
[CUSTOMER][NEUTRAL] I need to research it a bit and I will call her and you can give her my name, tell her I will call her back.
[AGENT][NEUTRAL] It is OK for me to give her your name?
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] OK. And um again, I'm just gonna repeat her phone number back. [PII]. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And are you
[AGENT][NEUTRAL] Uh, you know, with these, we have to be kinda careful today or you're gonna be able to call her today?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII] her time. I will call her before [PII].
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] OK, I will let her know. Thank you so much, [PII], and yeah, can you just let us know about this group? I'm assuming all those policy starts are wrong.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yep, I'm guessing so too right yeah I'll give her a buzz.
[AGENT][POSITIVE] Yeah. OK. All right. Thank you very much. OK, have a good one.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Hi, [PII], this is still [PII]. So, um, [PII] is going to call you back. She said she knows that you're on, you know, that should be about [PII], right where you are?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you on any, OK, so she said that she should call you back before [PII]. She was gonna look into something on this and give you a call and give you a call back and again her name is [PII].
[CUSTOMER][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] Yeah, Eastern.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII], OK. All right. I appreciate it. Thank you.
[AGENT][POSITIVE] Uh-huh. Yes, ma'am. OK doke. All right. Well, you're certainly welcome. Yes, ma'am. Have a nice evening.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye bye.
[AGENT][NEUTRAL] OK, thanks. Bye bye.