AccountId: 011433970860
ContactId: b4c15c20-13c0-4b76-9fdc-100f1a697218
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138589 ms
Total Talk Time (AGENT): 55189 ms
Total Talk Time (CUSTOMER): 53310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b4c15c20-13c0-4b76-9fdc-100f1a697218_20250410T19:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Hey [PII], I'm good. What's going on?
[CUSTOMER][NEUTRAL] Oh, I just have one of my brokers, you know, just asking where this group is, so let me just give you the PRD. Um, that's probably more likely. They always call me one day early. I wish I would train them better. It's PRD 2 yeah, it just takes time. 270.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I'll
[CUSTOMER][NEUTRAL] 27,040
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like the group set up is done, but it doesn't look like the enrollment is done. Let me take a look some more.
[CUSTOMER][NEUTRAL] [PII], when, when, uh, you see the in group enrollment isn't completely finished, is that uh the process that [PII] and [PII] do?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's exactly what they do. So it looks like.
[AGENT][NEUTRAL] Um, I submitted this new case on the [PII], which was what, last Thursday, so, um,
[CUSTOMER][NEUTRAL] Yeah, I had some some things to change, um, on the master application. I figured it would have been sent in Wednesday, but I know the [PII] so it's fine another day.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, it looks like right now we're working on the commission distribution form. Um, [PII]'s got it and then it should go to, um, enrollments after that, [PII], so I would give it till probably Monday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you think I know there's a certain cadence to this business we're in, but you think money the cards will post?
[AGENT][NEUTRAL] Um, I don't think maybe the cards will post, but I think we'll be close to being done with the enrollment. I'm hoping.
[CUSTOMER][POSITIVE] All right. OK. All right, thanks.
[AGENT][POSITIVE] OK, thanks [PII], have a good one.
[CUSTOMER][POSITIVE] All right, thank you. Bye bye.