AccountId: 011433970860
ContactId: a05f8f36-74ef-45b9-b049-1e1030109bfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371820 ms
Total Talk Time (AGENT): 147519 ms
Total Talk Time (CUSTOMER): 182761 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a05f8f36-74ef-45b9-b049-1e1030109bfa_20250324T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm sorry, is it [PII]? Is that what you said?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. How do you spell that, [PII]?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Oh, that's a pretty name. Um, my name.
[AGENT][POSITIVE] Thank you, it's [PII].
[CUSTOMER][NEUTRAL] Uh, sounds like it. I like that. Um, so, I am calling in regard to Freddie Group. Um, their policy number is 19145.
[AGENT][NEUTRAL] 19145 and you said Freddie Group, correct?
[CUSTOMER][NEUTRAL] And I sent an email.
[CUSTOMER][NEUTRAL] [PII] um
[CUSTOMER][NEUTRAL] I had sent an email earlier today about um [PII], um.
[CUSTOMER][NEUTRAL] I need to add her son to the um.
[CUSTOMER][NEUTRAL] The gap insurance?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I got an email back saying hey thanks for contacting us we'll respond as soon as possible but it says you can call so I figured since I've got it to you in writing I would give you a call and see if you could just add it while we're on the phone and I don't recall is there a change in the fee if it's family versus employee spouse.
[AGENT][NEUTRAL] So that is all information that um I would have to research and get back to you depending upon each group and and um when we send it over it's not an ad like that I just do it I.
[AGENT][NEUTRAL] Put the information into the system and our care team adds it so um I'm going to need to check to see who got your original email because that does mean somebody is working on it.
[CUSTOMER][NEGATIVE] OK, well I would like to if possible, get this taken care of right now because I thought that it it was on a feed I thought um well I know APL is on a feed, but I apparently last week didn't click the final approve button and employee navigator for the group so now I've delayed it so I wanna get it done so um I would like.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] For you, I sent it to the um [PII]. I did get a back at [PII] from you guys saying thanks for contacting us. Um, someone will respond as soon as possible for immediate assistance, please call and someone will be able to assist you right away so that's why I called.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK, so I am, let's see.
[CUSTOMER][NEUTRAL] Email that originally was sent if this helps, I sent it at [PII] today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the subject line reads Freddy Group policy number 19145- update coverage for [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, you sent it at what time this morning? You said [PII]?
[CUSTOMER][POSITIVE] And I made it a high
[CUSTOMER][NEUTRAL] 1214, 1214.
[AGENT][NEUTRAL] 0 14.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's weird because it's not in ours. Is it a so that is our general sales group.
[CUSTOMER][NEUTRAL] That's the only email I have for you guys.
[AGENT][NEGATIVE] Is it a, oh, here it is. OK, it's a you're with the [PII], is it a [PII]? No, that's not the right one.
[CUSTOMER][NEUTRAL] Yes, yep, it is [PII]. [PII] is in [PII].
[AGENT][NEUTRAL] OK, it is a [PII] group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There it is.
[AGENT][NEUTRAL] OK, so it does look like [PII] has already started working on this. Um, let me, I'll give you a call back within 5 minutes or so just to see. I'm gonna give her a call on Mondays. We're not in the office, so I'm gonna give her a call to see where she's at if she has already submitted all of it to be done. um, what is the best number for me to give you a call back at?
[CUSTOMER][NEUTRAL] Um, is it possible for me just to hold while you do it? Because I've got other work I can work on while I'm holding, OK, but I'll give you my number in case.
[AGENT][NEUTRAL] OK, yeah, give me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, and you wanna know if there's a difference in the fee as well?
[CUSTOMER][NEUTRAL] A lot of similar numbers.
[CUSTOMER][NEUTRAL] Yeah, yeah, I do. But really my ultimate goal is just to get it done because, um, you know, baby's home with mom from hospital, now getting seen.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, OK, yeah, let me put you on hold for just a moment, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and is this [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, so she is on another call right now so I can't ask her um where she's at in the process and we definitely don't want to duplicate it so once she gets off the call, I will give her a call and then I will call you back to let you know the status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So I wouldn't, I mean, I don't know, you know, when she got on the call, but I don't assume that it will be too terribly long. I would say probably within within the half hour I will, you will hear back from me.
[CUSTOMER][POSITIVE] OK. All [PII]. Thank you so much.
[AGENT][POSITIVE] All right, thank you. Uh huh bye bye.