AccountId: 011433970860
ContactId: a7f8da82-abab-4521-8069-f5089283732f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513340 ms
Total Talk Time (AGENT): 198456 ms
Total Talk Time (CUSTOMER): 211374 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a7f8da82-abab-4521-8069-f5089283732f_20250324T19:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm the agent of record for a group that has gap insurance with you all. Um, I have the group number. I, I need help. I had, um,
[CUSTOMER][NEGATIVE] I was entering a new uh enrollment online and I accidentally clicked on the wrong group and I tried to cancel it. I don't, I think it I might have been OK like I think I don't think it went through all the way but I just caught myself so I wanna make sure um that the person wasn't added because it was the wrong company it was the wrong group.
[AGENT][NEUTRAL] OK, [PII], so you said that you're the agent and you were trying to enroll a member, but you think that you may have enrolled him on the wrong group.
[CUSTOMER][NEUTRAL] Correct, exactly, exactly, I don't see them coming up because usually they'll immediately appear once it's submitted and I think I was able to exit out before but I just, I wanna double check the group number is 80008.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and [PII], what was your last name again? I'm so sorry, but I did not catch that.
[CUSTOMER][POSITIVE] It's, that's OK. No, don't worry, and I'll spell it for you because it's, it's a, it's not an easy one. It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Alright, so give me just a moment to get this group's information pulled up and then once I do [PII], I'll have to verify a couple of things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Of course, that's perfectly fine.
[AGENT][NEUTRAL] With you first for security purposes.
[AGENT][NEUTRAL] OK, thank you. So one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so what is the name of this group?
[CUSTOMER][NEUTRAL] Close the door.
[CUSTOMER][NEUTRAL] It's Jordan Glass Corporation.
[AGENT][NEUTRAL] OK. Uh, let's see.
[AGENT][NEUTRAL] And then who would we have as the agent of record?
[CUSTOMER][NEUTRAL] It would be [PII] or the company Legacy Financial Consulting is our company.
[AGENT][NEUTRAL] OK. And then, OK, thank you. And then your email address, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Your email is?
[CUSTOMER][POSITIVE] Correct info like information.
[AGENT][NEUTRAL] What is your email?
[AGENT][NEUTRAL] Info, OK.
[CUSTOMER][NEUTRAL] [PII] like like information at yeah [PII] mhm.
[AGENT][POSITIVE] OK, I got you. I got it that time. [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so what?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me just
[AGENT][NEUTRAL] Uh, what is the member's name?
[AGENT][NEUTRAL] Oh, what is the person's name? I don't see anything. Mhm.
[CUSTOMER][NEUTRAL] OK, it is um [PII].
[CUSTOMER][NEUTRAL] Yeah, it's very weird.
[CUSTOMER][POSITIVE] I mean, I'm glad it's uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I'm now I'm not sure yet.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, it's [PII]. I don't see him on there again. I think I might have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, been able to exit out before it went through but.
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] So he, I do see where he has been issued under this group. So you're saying that he should not be under this group?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cancel that. Correct, correct.
[AGENT][NEUTRAL] OK, I can't, OK, so.
[AGENT][NEUTRAL] Alright, let me check to make sure. I think you're gonna actually have to speak with broker resources features, but give me just one second to look at that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Or I mean I can send an email to the care team as well if that would help.
[AGENT][POSITIVE] That's I think, yeah, because I, we would have to have it and that's gonna be the easiest way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's just send, yeah, the email to [PII] and then just explain that the.
[CUSTOMER][POSITIVE] OK, I can do that.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, OK, I'll do that.
[AGENT][NEUTRAL] You know, he was enrolled under the wrong group and to, to please um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cancel, yes, do that. Because I can't see and it was, cause it's showing a 41 effective date.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I will also um make a note that you're sending this email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you'll be sending an email.
[AGENT][NEUTRAL] I didn't see him at first, but when I refreshed, it popped up then.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I don't see him usually they pop up for me right away, so that's where I was like, did I, did I not? Oh God, and then I don't let me just call.
[AGENT][NEUTRAL] Well, there's a little something that may be off with it about how
[AGENT][NEUTRAL] Because it's showing like a pended so that maybe he did that, but that's why I didn't see him at first when I refreshed it, you know, I can't see his name under this group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But no worries.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just send that email. I just can't. Mhm. Hm.
[CUSTOMER][NEUTRAL] Yeah, I'm sending it right now. No, I understand I just again I wanted to double check before I even and if I had to send the email that was fine but I wanted to make sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And [PII], do you spell your first name [PII], excuse me, [PII]? Or is it, do you spell it [PII]? OK. OK.
[CUSTOMER][POSITIVE] Yes, that's correct. Yes. No, the first way. Yes, thank you.
[AGENT][NEUTRAL] You're
[AGENT][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] Oh, let me.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, do you see his, do you see the policy number so I can add that into because I can't see it.
[AGENT][NEUTRAL] I do. It is 2608681.
[CUSTOMER][NEUTRAL] 260
[AGENT][POSITIVE] Uh-huh, 8681. That is correct.
[CUSTOMER][NEUTRAL] 868-1, was that correct?
[CUSTOMER][NEUTRAL] And the first three were 260?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, excellent.
[CUSTOMER][NEUTRAL] I was taking road onto this group driving in [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Please remove him and cancel this remove from the ground.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I just sent it off.
[AGENT][NEUTRAL] OK. All right. Well then, we, we'll have that in a few minutes. OK. So is there anything else that I can help you with? Oh, no means, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that, thank you so much. I appreciate it.
[AGENT][POSITIVE] Well, you're welcome, [PII], and if that's all then that I can help you with, thank you again for calling APL and I hope you.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You, you too. Thank you. Bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.