AccountId: 011433970860
ContactId: 92fb0049-c29d-463d-b4bb-501094587dbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403739 ms
Total Talk Time (AGENT): 189372 ms
Total Talk Time (CUSTOMER): 164361 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/92fb0049-c29d-463d-b4bb-501094587dbb_20250117T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] from all attentive Benefit. How are you?
[AGENT][POSITIVE] I'm good, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good, good, thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Oh [PII] to you as well. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm calling in regards to account number [PII].
[AGENT][NEUTRAL] I think.
[AGENT][NEUTRAL] OK, [PII], um, what is your callback number just in case our phone call gets disconnected, please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. Give me just a moment, let me look up that um group number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, what's the name of the group?
[CUSTOMER][NEUTRAL] Agape network.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] If I'm not mistaken, or it may be on the, you have it under that name?
[AGENT][NEUTRAL] Um, yes, ma'am. South Florida Gil Ministries Agape Network.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. Uh, are you, did you say you were from the broker's office? I'm sorry.
[CUSTOMER][POSITIVE] Correct. All authentic benefits.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. All right. Give me just a moment.
[AGENT][NEUTRAL] Let me do something real quick for some verification.
[AGENT][NEUTRAL] All that you said all Atlantic benefits. What is your um business address?
[CUSTOMER][NEUTRAL] Uh, our business address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. What's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that verification. All right, so I've got the, got the group pulled up. How may I assist you today?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling because I wanna see this group actually changed plan, uh, effective [PII] and for some reason, uh, the renewal was late. Sorry, I, I don't know what happened. I probably, uh, it was a side track on on myself, but I realized that when I received an EDI, uh, error file, right, uh, somebody reached out to to me and to ADP, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Anyway, I send all the paperwork. I just wanna know the status of that and if it's gonna be a new structure, uh, to be sent to ADP in order for the file.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, so, um, you're just needing to see if there's going to be a new benefit plan like a new plan.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK. All right.
[CUSTOMER][NEUTRAL] If it's gonna be, if it's gonna be because the group is in connection, right? It's on ADP because coming the connection from ADP, so wanna make sure that the mapping for the new plan is done correctly. So that's what I'm trying to get for you guys so I can send it to ADP even though I told the person um.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see who who respond by but actually respond back to me um.
[AGENT][NEUTRAL] [PII] she's in broker resources uh huh yeah um.
[CUSTOMER][NEUTRAL] Yes, well I would, yes. Can I talk to them then?
[AGENT][NEUTRAL] Yes. When did she?
[AGENT][NEUTRAL] Oh sure yeah that I was gonna need to transfer you to her to them anyway for that because it I'm showing it's still you know in renewal hold right now um so yeah sure let me see if [PII] is available if you'll give me just a moment you're welcome is there anything else that I can assist you with before I transfer to you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That will be it. Thank you.
[AGENT][POSITIVE] OK. You're so welcome. Hold on just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me get her information.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] 784 5. OK. All right. Let me get you transferred over to [PII] and I hope you have a wonderful weekend. [PII]. Thank you so much. You're welcome. You're welcome. Hold on just a moment.
[CUSTOMER][POSITIVE] You as well. Thank you. No, thank you.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please hang up or press the pound key for more options.
[AGENT][NEUTRAL] OK um [PII] I'm showing she's not available at her desk right now could I send her a message um and give her your number to call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please, yes. It's [PII].
[AGENT][NEUTRAL] OK, I certainly will. OK, [PII], yes.
[CUSTOMER][NEUTRAL] Are you, oh, I, I, I had to give it to you. I'm so sorry. I forgot.
[AGENT][NEUTRAL] Yeah, that's OK. That's OK. Now, if you want me to, I can go ahead and transfer you back and let you leave her a voicemail.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As well,
[CUSTOMER][POSITIVE] I can do that and yeah I can do that as well please, but I, I just wanted to make sure that she called me back. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Yes ma'am. OK, no problem. I'll go ahead and transfer you back and um you can I'll just, you know, drop the call and let you leave her a message, OK? An[PII] I'll also send her an instant message.
[CUSTOMER][POSITIVE] Thank you, thank you so much, [PII]. Appreciate it.
[AGENT][POSITIVE] You're welcome, no problem. Have a good weekend. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.