AccountId: 011433970860
ContactId: 8d07e921-c6e9-42be-8702-4e94d32a780c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142570 ms
Total Talk Time (AGENT): 60559 ms
Total Talk Time (CUSTOMER): 80777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/8d07e921-c6e9-42be-8702-4e94d32a780c_20250204T20:36_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I'm calling because I was trying to submit a um an application for the APL um.
[CUSTOMER][NEUTRAL] Yeah, for the APL and the fax is not going through so I wanted to see if I could send my application maybe through email or what's my other option?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you say application, what do you mean like a claim or you're enrolling for for insurance?
[CUSTOMER][NEUTRAL] And rolling.
[AGENT][NEUTRAL] And are you, so wait a minute. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], um, what's a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] Thank you for that. And so the, the reason I'm hesitating is because all of our insurance is through like your employer. How are you?
[CUSTOMER][NEUTRAL] Yeah, it's through my employee, uh, through my employer that I'm trying to do it. Um, I
[AGENT][NEUTRAL] How
[AGENT][NEGATIVE] Yeah, they're supposed to send it to us, not.
[AGENT][NEUTRAL] Not the insured.
[CUSTOMER][NEUTRAL] Oh, OK. Well, since, um,
[CUSTOMER][NEUTRAL] I guess because I didn't have none of the insurance from here before and I had a life change and um now I wanna submit it, do they still have to take over or?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, everything, yes, everything comes from the employer. There's like enrollment forms that they have to fill out like a spreadsheet, um, but the benefits department sends it to our enrollment department and we um process it, but it, yes, ma'am.
[CUSTOMER][NEUTRAL] They my employer?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Go from there.
[CUSTOMER][NEUTRAL] Oh, OK, so as of right now, just give my forms, give it to the one in charge over here on my side, from my employer's side, and then they take care of the rest, right?
[AGENT][POSITIVE] Yes, ma'am, that's correct. Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well then let me go ahead and do that. I was just saw a fax number there and I was like let me send it over. But um, OK, listen, I'll go ahead and I'll get with the, the person in charge of that, um, over here and then um I guess I'll go wait for the process after that. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well, you're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. That'll be all. Thanks.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.