AccountId: 011433970860
ContactId: 8673343b-c479-46b9-97c9-53b2a74abba0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349130 ms
Total Talk Time (AGENT): 158568 ms
Total Talk Time (CUSTOMER): 101871 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/8673343b-c479-46b9-97c9-53b2a74abba0_20250102T17:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm doing great, thanks for asking. So I have a broker on the line. Her name's [PII], and she is calling on behalf of group number 17839 and I was just hoping you could help me with verification. Um, her the domain on her email is [PII] and it doesn't match the just the domain name on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah, it well, they have so many that are attached to um national agency solutions. So yes, that is one of ours, but let me just, let me see if she's in our broker tracker, hang on a second. You said [PII].
[CUSTOMER][NEUTRAL] The group.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I have her. Sometimes we do, sometimes they lunch under an agent fee.
[AGENT][NEUTRAL] [PII] let's see, [PII], I don't have her under that. I'm if I have one over Be mall.
[AGENT][NEUTRAL] I know Be mall calls all the time. Let me look at one other thing. Hang on a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] Well, I don't know because it's just showing Southeast region and it's showing [PII] as the agent. So I don't know if Benefit Mall is part of Southeast um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I do think they're under they're international agency solution and all of its umbrellaed under them, so I do believe, hold on, let me look at one other thing. Let me go to.
[AGENT][NEUTRAL] Let me go over the HS screen. Give me just a second.
[AGENT][NEUTRAL] Well, we don't have benefit. I know Benefit Mall is under is underneath one of them, but I can't, I can't physically ID her because she's not, um, let me look at one other thing. [PII], right? Last name, OK, so make sure they're right. And her first name is [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. So I've got [PII] [PII], got [PII] and I got [PII]. Let me just make sure it's not under.
[AGENT][NEUTRAL] Look at something real quick that probably won't be it. Yeah, I don't know. I can't ID her because she's not in our system. Is she asking for claims information?
[CUSTOMER][NEUTRAL] She actually just wants to verify an enrollment. They had emailed in a new enrollment request.
[AGENT][POSITIVE] Oh, sorry. I should just ask you that at the top, just send it through. I'll take care of that. My apologies.
[CUSTOMER][POSITIVE] OK. No worries. I will, I will introduce you, Miss [PII] when we join, OK? Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][POSITIVE] I am hey thank you so much for your patience. I greatly appreciate it. I have Miss [PII] on the line and she's with our broker resources department and she's gonna be able to help you out, OK?
[CUSTOMER][POSITIVE] Awesome thank you so much hey my pleasure thank you you take care and have a great day.
[CUSTOMER][POSITIVE] Have a great one.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. She said you had a question about, uh, is it on a renewal or group information that you sent over?
[CUSTOMER][NEUTRAL] Yeah, so uh we an individual enrollment request for um this group OCO Partnerships Inc. I have their group number. We're just trying to see if it's been processed.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] 17839.
[AGENT][NEUTRAL] OK. And you said it's on a particular individual, but not on the group level?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the name of the person that you're calling in regards to that needs to be added?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] Here we go. [PII]. I'm showing him being added as of [PII]. Is that correct?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, did, did I lose you?
[AGENT][NEUTRAL] Yeah, it keeps cutting out. Sorry, I show I show he's been added effective [PII].
[CUSTOMER][NEUTRAL] Oh, OK, uh.
[CUSTOMER][NEUTRAL] That would be correct.
[AGENT][NEUTRAL] OK, yeah, that was just done for Medin coverage or gap coverage. So yes, I do show that he's enrolled.
[CUSTOMER][POSITIVE] Perfect, I will go ahead and um send it over to the broker. Thank you so much for your help. Is there a rough number, [PII], for our call today?
[AGENT][NEUTRAL] We don't give out reference numbers. You can use my name. It's [PII] My last name starts with [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much for all your help. I hope you have an amazing day.
[AGENT][POSITIVE] You too, [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] You too bye bye.