AccountId: 011433970860
ContactId: 68b9075e-24e5-414f-897a-bc825a8b60c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523960 ms
Total Talk Time (AGENT): 133204 ms
Total Talk Time (CUSTOMER): 196174 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/68b9075e-24e5-414f-897a-bc825a8b60c8_20250425T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Broy Associates DDC. I have uh uh
[CUSTOMER][NEUTRAL] The company has um the gap insurance for our employees.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think I'm a little concerned about something. I had one that was enrolled in insurance back in October. He also won a gap insurance.
[CUSTOMER][NEUTRAL] I sent it through a portal that we sent.
[CUSTOMER][NEGATIVE] I didn't get the information of of on how he was going to get enrolled. I thought that he was gonna get enrolled automatically and now I was researching all the old documents that I have and new enrollments and there's a form that I need to sign. I filled them, you know, fill out and have them sign and I think that maybe because of that, he was never enrolled.
[AGENT][NEUTRAL] OK, um, do you have your group?
[CUSTOMER][NEUTRAL] But you know, the.
[CUSTOMER][NEUTRAL] The group number is 23678.
[CUSTOMER][NEGATIVE] But the form I've been looking for it and I don't find it. I'm in the portal and I don't know how to get it.
[CUSTOMER][NEGATIVE] And I don't know what to do and I have 3 now that are going to be up for uh insurance now in next month and I don't know what the possibility of them wanting gap insurance, and I don't want this to happen again.
[AGENT][NEUTRAL] OK, um, let me see. I've got your group pulled up. uh, what is the phone number on the group?
[CUSTOMER][NEUTRAL] Our phone number is.
[CUSTOMER][NEUTRAL] Our phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And um could you tell me your name again? I'm sorry, I missed it.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you. And then
[CUSTOMER][NEUTRAL] The owner is [PII].
[AGENT][NEUTRAL] OK, perfect. And then what's the email address on the account?
[CUSTOMER][NEUTRAL] Uh, it's either accounting at [PII] or [PII].
[AGENT][NEUTRAL] OK, and then lastly the address.
[CUSTOMER][NEUTRAL] Our address is [PII].
[AGENT][NEUTRAL] OK. OK, so we're wanting to verify some maybe some old enrollments that didn't get completed, is that right?
[CUSTOMER][NEUTRAL] It's one in particular.
[AGENT][NEUTRAL] OK, um, let's see. Do you have the name for that person?
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that uh [PII] and then [PII]?
[CUSTOMER][NEUTRAL] Put it up here.
[CUSTOMER][NEUTRAL] [PII] and the second last name is [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yeah, it looks like I don't have him in the system. OK, so.
[AGENT][NEUTRAL] OK. I'm checking something real quick. Give me one moment.
[AGENT][NEUTRAL] OK, so do you have an enrollment form for him?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have any forms.
[CUSTOMER][NEUTRAL] So if I need to do forms I'm gonna need you can to provide me one because I couldn't find how to get a form in the portal.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] We've had the gap for a long time, so maybe the form is somewhere in one of the old files, so the renewal notices every year we just get the, you know, the prices and you know how many you have, how many you don't want, but an actual physical form of the renewal applications for employee never comes with that package.
[CUSTOMER][NEUTRAL] Aldi.
[AGENT][NEUTRAL] OK, I'm trying to figure out where, where these are.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You all use a third party platform to enroll or have you always just used our platform?
[CUSTOMER][NEUTRAL] Um, it usually goes through.
[CUSTOMER][NEUTRAL] It looks like our broker or, you know, yeah, it's like a third party platform it's called.
[CUSTOMER][NEUTRAL] Uh, what is it called now.
[CUSTOMER][NEGATIVE] ASD customer service I guess it goes through them.
[AGENT][NEUTRAL] OK, ASD customer service, OK.
[CUSTOMER][NEUTRAL] ASD customer services.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yeah, [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's our, our agent.
[AGENT][NEUTRAL] OK, OK, let me place you on a brief hold if you don't mind.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, looks like I need to transfer you to our broker resources since you're using a third party platform for the enrollment. Um, do you mind if I get you transferred over there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I have a group on the line. Uh, they use a third party platform for their enrollments, and she's had some questions about that, um, because she has a member that hasn't been enrolled, um, and I was just looking at our guru article and it says to transfer to broker resources.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's fine.
[AGENT][NEUTRAL] Uh, do you need the group number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That's 23678.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm Speaking to the group contact [PII] and call back [PII].
[AGENT][NEUTRAL] And then she said they use um ASD customer service for the third party platform for enrollment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hm, OK. I'll do my best to help her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, all right. I'm gonna get her on the line and introduce you. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh, [PII], I have, uh, Morgan on the line. Oh, sorry about that. I have Morgan on the line with Broker Resources. She's gonna assist you, OK?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.