AccountId: 011433970860
ContactId: b6406319-b22e-48b3-a5f6-85ad6661d0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102660 ms
Total Talk Time (AGENT): 52512 ms
Total Talk Time (CUSTOMER): 48305 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b6406319-b22e-48b3-a5f6-85ad6661d0cc_20250204T15:39_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, hi, I'm, I'm calling from the broker's office and I'm trying to do an enrollment online, but I need it to be effective as of [PII], so it said to call you all.
[AGENT][NEUTRAL] Um, so it's gonna be retroactive, so you just would send that, um, into [PII], um, we just need all the.
[CUSTOMER][NEUTRAL] Wait, wait, hold on a second.
[AGENT][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] [PII], hold on, [PII]. OK, and what do you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we just need, do you have an application or a
[CUSTOMER][NEUTRAL] Um, we use, we use, we, yeah, we use ease. Let me see if there's one that was generated. Hang on a second, I might have it in here.
[AGENT][NEUTRAL] When I order.
[AGENT][NEUTRAL] So you use an enrollment platform then?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] Uh, yeah, but it's not connected to you all like we use it, but it's not, it's um.
[AGENT][NEUTRAL] Oh, understood. OK.
[CUSTOMER][NEUTRAL] Yeah, I was just, I was in your site trying to enroll her and it says that the effective date is prior to today you have to call in so um what is this?
[AGENT][NEUTRAL] Yeah, so just if you have an application that's great if you can just send all the basic information so first and last name, birth date, social, um, what the person is enrolling in, if there's multiple plans, you know what plan they want, just all that information and we can get them retroactive back to 21.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Back to 21. OK perfect.
[AGENT][NEUTRAL] Yeah, and let us know about the effective beta 21 as well please.
[CUSTOMER][POSITIVE] OK, I will perfect I'll do that right now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, awesome. Have a great day. Uh huh bye.
[CUSTOMER][POSITIVE] All right thank you bye bye alright bye bye you too.