AccountId: 011433970860
ContactId: ab11c79a-518d-4af1-9c00-394c81968268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 789030 ms
Total Talk Time (AGENT): 305134 ms
Total Talk Time (CUSTOMER): 215329 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ab11c79a-518d-4af1-9c00-394c81968268_20250327T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, this is [PII]. How are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. And you said you're [PII]? I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, that's OK. [PII], yes.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] 7. OK, thank you. And this is so with the care team. Um, I have a, uh, group in the line that, um, well, I have the broker, uh, calling, and, um, she is checking on a new enrollment for a new enrollee, and I'm not able to find it. And she said she said it about 9 days ago. I don't know if I'm calling the right department or not. I checked the guru and it says the transfer here. I'm not sure if I'm transferring to the right place.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's yeah, no, that's good, yeah, you can just send her over and we can get the information and try to figure out what happened.
[CUSTOMER][NEUTRAL] OK, well, let me give you the information that I gathered, um, so I have the group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is 25793.
[AGENT][NEUTRAL] 5293. OK.
[CUSTOMER][NEUTRAL] Helms Bank. Mhm. Uh, her name is [PII].
[CUSTOMER][NEUTRAL] And she's with the brokers. And the person that she sent the enrollment for was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Peridoma, I think it is or something perdoma I think it is. I'm sorry, I wrote it down and I cannot even read it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you get, did you get?
[AGENT][NEUTRAL] OK, no, that's OK. That's OK.
[CUSTOMER][NEUTRAL] All right. Do you need um the callback number just in case we get disconnected? Um, let me give you that.
[AGENT][NEUTRAL] Uh, what was the group's name?
[CUSTOMER][NEUTRAL] Uh, the group name is Helms Bank.
[AGENT][NEUTRAL] Did you
[AGENT][NEUTRAL] Helm Bank.
[CUSTOMER][NEUTRAL] Elms Bank. Mhm. Yeah. Elms. Em, no, Elm without the S. Elmban.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK. I can assist her further. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. You're welcome. Here she comes. Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. Thank you for holding and being patient for me, Ms. [PII].
[CUSTOMER][NEUTRAL] I got this uh [PII] on the line. She's in the broker resources department. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you so much, so I really appreciate it. You're welcome. No problem. Have a good day. Bye bye no problem. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thank you for holding. This is [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Hey, how are you? I am doing very good. I am actually that's awesome. Um, OK, so I am calling because we submitted a request for enrollment for Mr. [PII] on the [PII], and we got an email back from you guys saying that you guys were gonna be working on it. And usually you guys are really, really quick about turning enrollments around, but I have not heard anything about his enrollment, so I was hoping that you could help me.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, can
[AGENT][NEUTRAL] Yeah, can you spell his first and last name for me?
[CUSTOMER][NEUTRAL] Uh, his first name is [PII] and last name is [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And what is his date of birth?
[CUSTOMER][NEUTRAL] Uh, the what? I'm sorry?
[AGENT][NEUTRAL] The date of birth
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] His birthday.
[AGENT][NEUTRAL] OK, and you sent it on the [PII]. I'm gonna place you on hold and do a little bit of research, or I could do a little bit of research and give you a call back, um, shortly. It's completely up to you if you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I can hold. It's OK. I can, yeah, I can hold for a minute. Thank you.
[AGENT][POSITIVE] OK, and what is a good call? Oh wait, I do have your good callback number. OK, give me just a moment and then I'll look into a couple things and I'll be right back with you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Thank you, bye, or hold on please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like she's wanting, she said that she got an email that we were working on it.
[AGENT][NEGATIVE] But she hasn't got anything else. She sent it in on the [PII], so last Friday, um, and she's just checking to make sure because she hasn't received anything. So I wasn't.
[AGENT][NEUTRAL] No, I didn't know if I should look here or completed or if you guys send it like I wasn't sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] Bank no bank.
[AGENT][NEUTRAL] Like that's
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Well, so she responded and said I have let [PII] know that the group's February, March, and April invoices have not been paid and there's or no commission owed.
[AGENT][NEUTRAL] Is that the commission.
[AGENT][NEUTRAL] they
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] It's an an email that was sent on the [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, no, that's not that.
[AGENT][NEUTRAL] So that's not it.
[AGENT][NEUTRAL] I guess I could see I if they if we have an email copy over about it, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I put it in a delete if it's in.
[AGENT][NEUTRAL] Is she wanting it it was, yeah, so it's a new hire, but that's from the [PII], not seeing anything from the [PII].
[AGENT][NEUTRAL] How was she your maiden name.
[AGENT][NEUTRAL] That was all of those because I asked if she was divorced.
[AGENT][NEUTRAL] So that's where it would be though, right? Yeah, and I mean if she's asking for a a change delete then yeah that's where it would be.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And ask her
[AGENT][NEUTRAL] To the and the.
[AGENT][NEUTRAL] Employees also, so the employees [PII] and go into line and see if it's there.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] As long as we can find the.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I just wanted to let you know I'm still researching it so I'll be back with you in just a moment. OK, thank you.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][POSITIVE] No problem. Thank you very much. You are on hold.
[AGENT][POSITIVE] OK, we're good line now OK.
[AGENT][POSITIVE] OK. You'll be all right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Good grief.
[AGENT][NEUTRAL] That one.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It
[AGENT][NEGATIVE] Because this will be the last.
[AGENT][NEUTRAL] So, just go to active or.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, click where it says active and see if there's any boss. I don't know what that means. Oh, like it like pending in a post or kind of like the waiting period. OK, nothing.
[AGENT][POSITIVE] Good and
[AGENT][NEUTRAL] OK, I would call her or I would tell her to resend it. I don't see it.
[AGENT][NEUTRAL] OK, so I didn't know if I could do that there either so.
[AGENT][NEUTRAL] So you can search there for that kind of stuff.
[AGENT][NEUTRAL] No, no, OK, OK, I'll just apologize and ask her to resend it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Actually we wouldn't right.
[AGENT][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I am so sorry that that took so long. We just wanted to, you know, check all the places. I am not sure what happened last Friday with the email, but um it seems that we did not get that change processed and I cannot find record of it. Could you reforward that to us and we'll get it taken care of ASAP.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Absolutely. Um, let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] OK, perfect. I will, is there a name or anything I need to add to the email?
[AGENT][NEUTRAL] No, um, are you which email are you sending it to?
[CUSTOMER][NEUTRAL] Um, I'm sending it. OK, so the one that we sent it to last time was [PII].
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, how, how about you just send it to [PII].
[AGENT][NEUTRAL] At a public.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on, let me.
[CUSTOMER][NEUTRAL] He's not pulling up whatsoever in your system?
[AGENT][NEUTRAL] No, uh uh, I, but it it sounds like you sent it to our customer service department and so we wouldn't have a record of that. That makes more sense now as to why I can't find it, but if you send it to us we can get it taken care of so.
[CUSTOMER][POSITIVE] OK, perfect. All right. Thank you so much. And what was your name? I'm so sorry.
[AGENT][POSITIVE] All right. Thank you. My name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] Oh, thank you so much, [PII]. All right, perfect. So I'll work on this.
[AGENT][POSITIVE] Yeah, thank you and I'm sorry about that yeah and we'll get it turned around today so all right well thank you.
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate you. All right. No problem. Bye-bye.
[AGENT][POSITIVE] All right you too bye bye.