AccountId: 011433970860
ContactId: a00eeeca-1388-4d3e-b918-ff7358e7098d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284079 ms
Total Talk Time (AGENT): 152721 ms
Total Talk Time (CUSTOMER): 89635 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a00eeeca-1388-4d3e-b918-ff7358e7098d_20250226T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I think I spoke with you earlier about trying to get something from you guys for AGK Consulting.
[AGENT][NEUTRAL] Yes, I talked to [PII], sorry, we were, I got called into a meeting. She's, it has been complete and she said that letter should have went to the group. She said they don't normally go to the broker. So do you normally get something?
[CUSTOMER][NEUTRAL] Yeah, something I have a group number like uh I had to I have to cancel the other carrier and I needed to that kind of thing.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, well, OK.
[AGENT][NEUTRAL] OK. Well, she said that the broker doesn't normally get it, so that's why I was confused. So maybe, maybe, I don't know, let me.
[CUSTOMER][NEUTRAL] No, she received something here because she sent it to me she said um.
[CUSTOMER][NEUTRAL] There as soon as, uh, your most recent invoice is now available online for viewing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, etc. so they're good to go.
[AGENT][NEUTRAL] OK, yeah, who sent that?
[CUSTOMER][NEUTRAL] You guys did APL service center, yeah, she pulled the copy of it.
[AGENT][NEUTRAL] We did, did that go today?
[CUSTOMER][NEUTRAL] Uh, this was sent today, the [PII] at [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. So somebody must have went in and did something after I asked a question because I didn't see anything out there, so that, OK, thank you. So you did get that notification. Do you need anything else?
[CUSTOMER][NEUTRAL] Yeah and well she said to me, [PII] I um I received this email from APL. I don't have any information to log in such as a policy number. Also, are we set up for auto draft? I told her you don't have auto draft they go online and pay, correct?
[AGENT][NEUTRAL] Right, yeah, let me look, let me just see how we have this set up on here for that group. Let's see. Oh, I still have it up. OK, cool. So this is an electronic feed um for the enrollment and then.
[AGENT][NEUTRAL] Let me see if anything is online. Give me just one second. I doubt if that's set up.
[CUSTOMER][NEUTRAL] I'd like to give her, give her her group number.
[AGENT][NEUTRAL] Oh yeah, the group number is 26966, which she should have gotten that. I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26966
[AGENT][NEUTRAL] Yeah, 26966. Let me just look online really quick into that group.
[AGENT][NEUTRAL] OK, so I have the contact person as [PII].
[CUSTOMER][NEUTRAL] That's her.
[AGENT][NEUTRAL] OK, that's her, so it's out there, so she just has to go set up her account. We have her email as [PII], so she can register as an employer and have, you know, get her access set up.
[CUSTOMER][NEUTRAL] So I'm telling her you can now um register.
[AGENT][NEUTRAL] Mhm. Tell her to go to [PII] or I can email her if you want me to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That'd be great if uh it's so I just said to her you can now register as.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] An employer
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let her know that I'll send her an email to say that I've asked um APL to send you the instructions so I'll send her an email with the instructions on how to do all of that and then if she has any questions she can call me directly and I can walk her through it if I need to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK, let me write that down here A.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm emailing her right now and I'll CC you on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so who's the email coming from? [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's coming from, it's gonna come from me, yeah, [PII].
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] AL.
[CUSTOMER][NEUTRAL] Is emailing
[AGENT][NEUTRAL] Yep, I'll put the group number and everything in there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 26966. That's it. 26966.
[AGENT][POSITIVE] Good afternoon [PII]. OK, yeah, I'm gonna type this up and then I'll attach the documents to it. I'll have to go grab those real quick, but I, I'll do it here. Give me like 5 minutes and I'll send it over and CC you on it.
[AGENT][POSITIVE] My apologies for not getting back with you earlier. I just, I was gonna call you to ask you. OK. You have a good day. Was there anything else?
[CUSTOMER][POSITIVE] No problem, no problem, thank you.
[CUSTOMER][NEUTRAL] Uh, should I tell her if she, if she has a question she can call you?
[AGENT][POSITIVE] Yeah, yeah, my phone number will be on there. She's welcome to call me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] You're most welcome, [PII]. Talk to you soon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye bye.