AccountId: 011433970860
ContactId: 7d43fbe5-4f31-4f9f-8762-af8b3408dc18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272250 ms
Total Talk Time (AGENT): 137266 ms
Total Talk Time (CUSTOMER): 109856 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7d43fbe5-4f31-4f9f-8762-af8b3408dc18_20250620T20:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Broker's office, Brown and Brown. I am calling because I'm having some trouble. I was trying to enroll an employee on our behalf, but it says if it is being requested for a date prior to today to call you guys, so that's why I'm here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Oh, OK. OK, sure, I can assist you, and I'm sorry, I didn't quite catch your name. I got the broker's office name, but I didn't get your name. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK fine. Thank you. And um may I have a callback number just in case we get disconnected me I.
[CUSTOMER][NEUTRAL] Of course, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Miss. Is. OK, so when you get that message that um due to the date you cannot do it online, you have to send a request by email.
[CUSTOMER][NEUTRAL] OK, to enroll the individual?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, mhm, so you can send it either to um [PII] um or [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Sales go to brokers resources and care team goes to customer service.
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] Sorry, one second, let me write that down really quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, one more time. OK. What was it? What's the email?
[AGENT][NEUTRAL] OK, you can send it to [PII] and that will go to customer service or you can send it to sales.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and that will go to broker Resources.
[CUSTOMER][NEUTRAL] OK, um, I believe we have a certain person that's assigned to this account. Should I just send it to them instead of the [PII]?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, let me check who's that. What's the group number?
[CUSTOMER][NEUTRAL] Let me pull it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Looking for the group number we have. OK, 27075.
[AGENT][NEUTRAL] OK, what is the name and address of the group?
[CUSTOMER][NEUTRAL] The name is Coral Reef Montessori Academy Charter School, and the address, I don't have it at hand, but if you give me a quick second.
[CUSTOMER][NEUTRAL] So the group had open enrollment this month. I still can't enroll that individual online.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, the renewal was complete on [PII].
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEGATIVE] For, for this month though, like for them to start on [PII], it's, I still can't do that online. I have to send it through email.
[AGENT][NEUTRAL] If the start date for the member is [PII], yes, you need to send it by email.
[CUSTOMER][NEUTRAL] Oh, OK. OK. The address is um [PII].
[AGENT][NEUTRAL] Mhm. Yes, at the time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. Perfect. Thank you. All right, so let's see, um.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, it looks like yes you need to send it to either of those two emails that I just gave to you. So it's either gonna go to um the care team or the sales, whichever you feel better sending it to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how long is the turnaround typically for someone to get enrolled?
[AGENT][NEUTRAL] Um, usually it's 24 to 48 hours. You, you will get a uh respond back to the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once they are completed. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, sounds good. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that is all. You've been lovely. Thank you so much.
[AGENT][POSITIVE] Thanks. You're welcome and thank you for calling APR. Have a good afternoon and good weekend.
[CUSTOMER][POSITIVE] All right. Take care. Bye.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.