AccountId: 011433970860
ContactId: 7af7f51b-ba87-4ba0-b2d5-57ca8488b5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125099 ms
Total Talk Time (AGENT): 62441 ms
Total Talk Time (CUSTOMER): 68137 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7af7f51b-ba87-4ba0-b2d5-57ca8488b5fc_20250529T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, I'm calling from a broker's office. My name is [PII]. I'm calling from, um, for camera, uh, Shazam Benefits, and it's regarding one of our groups.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, that we have with you, let me get their group number.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's group number 25989. 0 no, no, I'm sorry, that's not it it's this one here, it's 27.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 040 KCE logistics
[AGENT][POSITIVE] All right, I got it. How can I help you?
[CUSTOMER][NEUTRAL] Um, we needed to just verify what you're, uh, what you're, uh, showing as far as their effective date, like their waiting period when new hires are added.
[AGENT][NEUTRAL] Oh, OK. Yeah, let's see.
[AGENT][NEUTRAL] da da
[CUSTOMER][NEGATIVE] Because I think it's wrong in the system where we put it wrong on the paper.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see, let's just renewed [PII]. Let's see what does it say? We have a 60 day waiting period for new hire.
[CUSTOMER][NEUTRAL] Yeah, it's it's 30 days. They cover them the first of the month after 30 days. How can I get that fixed?
[AGENT][NEUTRAL] OK, can, uh, just send an email to our, um, hang on, let me get your email address just telling us that that's incorrect and we'll get that updated for you. Send it to APL like American Public Life APL [PII] for [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] dash sales, [PII]
[CUSTOMER][NEUTRAL] OK, I have that I have that one.
[AGENT][NEUTRAL] Uh, OK, you got that, yeah, just send it to that address with the group number and just state that the waiting period for new hires should be 30 days and not 60. Can you please update this and we'll take care of it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Oh great, that's all it is. OK, yeah, because then I'll hold on to these other new hires because they, they're not coming up right and I think that's why it is. All right, thank you so much. Yeah, that's why.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, yep, you're most welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright have a great day, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.