AccountId: 011433970860
ContactId: 852f0c74-c4d7-4661-96e5-7c735c262b70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163410 ms
Total Talk Time (AGENT): 68489 ms
Total Talk Time (CUSTOMER): 74975 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/852f0c74-c4d7-4661-96e5-7c735c262b70_20250227T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is um [PII]. I'm calling from Four Quotes. How are you?
[AGENT][POSITIVE] I'm doing well, Ms. [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I'm doing pretty good. Um, I was calling to see if I could get some help. I sent, uh, an open enrollment file last week or actually 2 weeks ago for our client Olympia Plumbing, and it looks like it was processed, but they missed one enrollment and I was wondering if somebody could help me.
[AGENT][NEUTRAL] What is that group number? Is it for a specific group, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh-huh, it's gonna be for uh Olympia Plumbing. The group number is 21689.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is a good callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for
[AGENT][NEUTRAL] Are you with an AS or?
[CUSTOMER][NEUTRAL] Uh, I, I'm not uh.
[CUSTOMER][NEUTRAL] An AS
[AGENT][NEUTRAL] Who are
[AGENT][NEUTRAL] Yeah, who are you with, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm, I'm with 4 quotes, the broker's office.
[AGENT][POSITIVE] OK, OK, got you. Thank you. I apologize.
[CUSTOMER][NEUTRAL] I was like what
[AGENT][NEUTRAL] What am I asking? What is she saying? I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that group real quick and get the name. Who do you, um, what's the name of the insured?
[CUSTOMER][NEUTRAL] You know what, um, [PII], I am looking at the file and he was not on the file that's why he didn't get processed, so should I add him to the file and resend it?
[AGENT][NEUTRAL] You know, the easiest thing to do, Ms. [PII], is to send, uh, did, did you send that?
[AGENT][NEUTRAL] To the care team email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. The easiest thing to do.
[CUSTOMER][NEUTRAL] So I should send it to them.
[AGENT][NEUTRAL] I would just send it to the care team and then put his information and effective date and if you can put the file attached to that email and then they'll get it to our new business department to get him added.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got it. um, I will do that then. Well, thank you so much. I appreciate you taking my call.
[AGENT][POSITIVE] Oh, sure. It was a pleasure. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Have a blessed day. Bye-bye.
[AGENT][POSITIVE] I hope you do too, Ms. [PII] and thank you for calling APL. Take care.