AccountId: 011433970860
ContactId: 868d1381-4dd2-4cdc-ab09-50a205ac44d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463279 ms
Total Talk Time (AGENT): 156737 ms
Total Talk Time (CUSTOMER): 177778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/868d1381-4dd2-4cdc-ab09-50a205ac44d4_20250625T13:45_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], I've got a broker on the line. He said he sent an email to APL sales, and he wanted to confirm that it was received to do an address change for one of his members of a group and um add a employee that because of a life or qualifying event at a dependent, but I don't, I can't see that email.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] Who's the um who's the broker?
[CUSTOMER][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And I've got the member ID for the uh.
[AGENT][NEUTRAL] Did you send it?
[CUSTOMER][NEUTRAL] The member he's
[AGENT][NEUTRAL] Like just today or like is it a?
[CUSTOMER][NEUTRAL] He said he sent it on the [PII], but he didn't get a confirmation that it was received, um, so he was wanting to make sure that we got it.
[AGENT][NEUTRAL] OK, what do you have the group number?
[CUSTOMER][NEUTRAL] Uh, group number is.
[AGENT][NEUTRAL] For the group name?
[CUSTOMER][NEUTRAL] 15651.
[AGENT][NEUTRAL] Oh, they're [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't even know what the [PII] was.
[AGENT][NEUTRAL] Friday.
[CUSTOMER][NEUTRAL] Is it Friday? Yes, it was Friday.
[AGENT][NEUTRAL] Who's the um who's the individual look that way.
[CUSTOMER][NEUTRAL] Uh, individual is [PII]. Hold on, let me get back to the screen. [PII] and I've got the policy number or social if you need that.
[AGENT][NEUTRAL] Um, OK, so I do have him, so he wanted to do an address change and then.
[AGENT][NEUTRAL] Add somebody is that correct?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, at his spouse.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That'd be customer care.
[CUSTOMER][NEUTRAL] Well, he was more wanting to confirm that we received the email.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mm, I don't, yeah, I mean, I don't.
[AGENT][NEUTRAL] The email, but that doesn't mean anything like in this particular inbox we have 30 emails so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, let me see if I can.
[AGENT][NEUTRAL] Yeah I mean I don't see like an email for him in this particular inbox.
[AGENT][NEUTRAL] Does it mean that we necessarily didn't get it or like it's not over in like a different department like it that goes to customer service?
[AGENT][NEUTRAL] Um, to get worked, um, did he send it like straight from his email or like from a secured website or a secure portal, do you know?
[CUSTOMER][NEUTRAL] Uh, no, I don't, um, like I said, he just said he sent it to APL sales. That's what he was instructed to do.
[AGENT][NEUTRAL] I mean you can always resend it um I'll talk to him I guess I don't see it though, so.
[AGENT][NEUTRAL] Do you wanna send them over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, let me, uh, introduce you and then I'll release him, OK?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK [PII] I've got [PII] on the line she's gonna assist you, OK? Thank you very much.
[CUSTOMER][POSITIVE] Thank you have a good day. You too.
[AGENT][NEUTRAL] Hi [PII], it's [PII] how are you?
[CUSTOMER][NEUTRAL] I'm good I'm good I'm just following up to see if you show record of the email that I sent in.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] On [PII] to updated address for a current member and to add his wife due to a qualifying event.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't see the email right now, but it doesn't mean that like we didn't receive it, so.
[AGENT][NEUTRAL] It was gonna look
[CUSTOMER][NEUTRAL] Should I forward it over again?
[AGENT][POSITIVE] Well, you can yeah you always can.
[CUSTOMER][NEUTRAL] Can I forward it to you or do I have to forward it to a specific department?
[AGENT][NEUTRAL] Yeah, so it would just be um.
[AGENT][NEUTRAL] Hold on sorry I was just looking through this email. Give me just a second.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] I typically send it to APL sales.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then they'll like send me a confirmation and say we did it or we forward it to the right person or something like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah I mean you can send it so this is a [PII] group so we actually have a [PII] inbox and I can give that to you.
[AGENT][NEUTRAL] Um, it's just, yeah.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Let me go.
[CUSTOMER][NEUTRAL] Forward this where do you want me to send it to, please?
[AGENT][NEUTRAL] Yeah, if you just do [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Huh, OK, so what I'm gonna do.
[CUSTOMER][NEUTRAL] Did it take my previous.
[CUSTOMER][NEUTRAL] Just change the date.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] Basically it's a change of address for an employee in a qualifying event adding his wife to the loss of coverage.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] So I'm gonna send I didn't realize there was a.
[CUSTOMER][NEUTRAL] APL of [PII] um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Specific
[AGENT][NEUTRAL] Yeah we're all the same team but yeah there's specific people that work on the [PII] team so um they have their own inbox.
[CUSTOMER][NEUTRAL] All right, well I just sent that and uh so why is [PII] unique?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, cause they're so big. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, is that where the bulk of the business comes from?
[AGENT][NEUTRAL] Yeah, we just.
[AGENT][NEUTRAL] Um, a lot, we do a lot in [PII], maybe not the bulk of the business, but they are a huge part of it, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] We will get that taken care of.
[CUSTOMER][NEUTRAL] Are you guys licensed in [PII] as as well?
[AGENT][NEUTRAL] Um, like in order to sell.
[CUSTOMER][NEUTRAL] Yeah, I mean if I wanted to sell because I, I'm licensed in [PII] as well, um.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, but, um, typically I only add the gap programs.
[CUSTOMER][NEUTRAL] Of meddling programs on small group.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I know you have, I know you have other plans and things, so, so, but you guys do sell in [PII].
[AGENT][NEUTRAL] Um, let me, let me pull it up really fast.
[AGENT][NEUTRAL] Yeah, it does look like that we can sell um accident, critical illness, gap, uh, hospital indemnity.
[AGENT][NEUTRAL] And disability.
[CUSTOMER][POSITIVE] OK dokey, that's what I wanted to know. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, yeah of course I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks, bye.
[CUSTOMER][NEUTRAL] Bye.