AccountId: 011433970860
ContactId: 66315bf6-04c3-4ac8-8141-c3c959fbf1a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392769 ms
Total Talk Time (AGENT): 209623 ms
Total Talk Time (CUSTOMER): 132453 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/66315bf6-04c3-4ac8-8141-c3c959fbf1a1_20250109T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from a broker's office and we had our group go through open enrollment, so I need to submit um some additional enrollments, I suppose.
[CUSTOMER][NEUTRAL] And it was for 11 so I just wanted to call and make sure I'm doing it the right way the first time.
[AGENT][NEUTRAL] OK, [PII], so you're calling you said from the broker's office and you're needing to find out how to submit some additional enrollment information, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I'm actually the general agent, so um.
[CUSTOMER][NEUTRAL] You know, the there's a broker and then we're also assigned.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the group and.
[CUSTOMER][NEUTRAL] Doing that for them. So they use um ease enrollment system and I have the report from there and I need to forward it over to APL.
[AGENT][NEUTRAL] OK, so, oh, excuse me. So first off, [PII], I can help you with this. What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and your callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the group number that you're calling about?
[CUSTOMER][NEUTRAL] Um, let's see, I have the invoice here it is group number.
[CUSTOMER][NEUTRAL] 161172
[AGENT][NEUTRAL] 16172. OK. All right. So just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me get the group's information pulled up, [PII], and then I will need to verify some things with you first for security. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you could first please verify the name of the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this group is called EICA Management LLC.
[AGENT][NEUTRAL] OK, thank you. And then who is the agent for this group?
[CUSTOMER][NEUTRAL] Uh, Creative Premiums, [PII] is her name.
[AGENT][NEUTRAL] And what's her email address?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see, I got a lot of emails from her here.
[AGENT][NEUTRAL] And her last name too. I'm sorry, and I need her last name too, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, I just couldn't think of it, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And her email is [PII].
[AGENT][NEUTRAL] OK, thank you. And then your email address, please?
[CUSTOMER][NEUTRAL] It's my name [PII]. Again, that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so for this group, what I will need to do, I'm gonna need to see if I can connect you over to someone with our broker resources department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not showing, I can't see Benefit Mall on here.
[AGENT][NEUTRAL] Um, but they would be able to further assist you with this, and I will give them the group number and everything when I do connect you. But before I do that, [PII], is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I mean it sounds like you can't unless that's connected but I didn't know if you could send me a spreadsheet to use.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, this, that will.
[CUSTOMER][NEUTRAL] To submit this or if I can send them on I have yeah.
[AGENT][POSITIVE] Yes, ma'am. So because this group is, um, yes, I'll need to transfer you to the broker resources division for them to help you. Yes, ma'am. OK. Well, you are very welcome and thank you again for calling APL. I hope that you have a really nice day.
[CUSTOMER][POSITIVE] Yeah, no, that's important. Let's do that first. Thank you so much.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes ma'am you're very welcome one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey
[CUSTOMER][NEUTRAL] Hey, you cut out just a little bit. Are you still there?
[AGENT][NEUTRAL] Yeah, it's [PII]. How can you hear me?
[CUSTOMER][NEUTRAL] Oh hey [PII], how are you?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][POSITIVE] Yeah, I can hear you now. Hey, I'm good.
[AGENT][POSITIVE] Hey, I'm good. How are you today?
[AGENT][NEUTRAL] I don't know what happens. My phone has been doing this self-mute thing today occasionally. I don't know why it's doing that. Anyhow, yeah, it is weird. But anyway, neither here nor there. I have, let me give you the group number first. It's 16172.
[CUSTOMER][NEUTRAL] What you up to?
[CUSTOMER][NEUTRAL] Oh, that's weird.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] IA management.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have and I've verified the group name and agent name and email. I have a lady by the name of [PII].
[AGENT][NEUTRAL] [PII], it's [PII] on the line, and her number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 232.
[AGENT][NEUTRAL] 4339.
[AGENT][NEUTRAL] She actually says that she is calling, she's with Benefit Mall.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they work with the agent.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And she has some enrollments that she's needing to find out how to submit for this group. However, this group still shows us in renewal hold. Now, I didn't tell her anything because I can't see benefit mall, no.
[CUSTOMER][POSITIVE] Yeah, Benefit malls, yeah, Benefit Malls trippy, but yeah, they're, they're legit.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Yeah, so I didn't tell her anything. I mean, you know what I mean? I just told her that I would need to, I didn't tell her the group was still showing as in renewal because she had said they renewed 11. so anyway, I was, I just told her that I would need to connect her over to broker resources to further assist her.
[CUSTOMER][NEUTRAL] Yeah, that's fine. She just, um, she just needs to send them to [PII], but I can definitely tell her that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Well, thank you so much and I hope you have a really good day. Nice talking to you. OK. All right. Bye.
[CUSTOMER][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yeah, OK, bye.