AccountId: 011433970860
ContactId: b6bb695f-eaf8-4c55-9437-e8f40442d292
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226809 ms
Total Talk Time (AGENT): 101262 ms
Total Talk Time (CUSTOMER): 127294 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/b6bb695f-eaf8-4c55-9437-e8f40442d292_20250121T20:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good day [PII] how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you doing?
[CUSTOMER][POSITIVE] Fantastic. My name is [PII]. I am calling from RSC the broker's office.
[CUSTOMER][NEUTRAL] And I'm in the middle of choosing a cookie. I was thought I was gonna be able to queue a little longer.
[AGENT][POSITIVE] You know, so usually, [PII] when you call, you have me in stitches, so I'm just waiting. I'm just waiting for you to have me laughing because you always say something funny.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I was, I was, I was quite, I was quite literally chewing on a cookie because I was expecting to be on the queue a little longer.
[AGENT][NEUTRAL] No
[CUSTOMER][NEGATIVE] And I'm not one to put a cookie, just, you know, like take a bite, no, no, stick the whole thing in my mouth, start chewing, chewing and chewing, and then all of a sudden I hear the, I hear the, the, the whole music go away. I'm like, no.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] No, OK, see, I told you you make me laugh every time. What can I do for you today?
[CUSTOMER][NEUTRAL] I. Oh, young lady, I've got a member with Via over here. How, how far back can I, can I enroll somebody?
[AGENT][NEUTRAL] Um, how far
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] I'm guessing we have a claim that far back.
[CUSTOMER][NEUTRAL] No, no, no, no, no claims whatsoever.
[CUSTOMER][NEUTRAL] She just noticed that he wasn't on the invoice.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's great. I love it. I love it when they do it this way.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, usually we're buying a claim, um.
[CUSTOMER][POSITIVE] Yeah, no, not, not this time, not at all. She's ahead of it, thank [PII].
[AGENT][NEUTRAL] Weller.
[CUSTOMER][NEUTRAL] I'm telling you.
[AGENT][POSITIVE] I like that kind of a bookkeeper, so yeah, just.
[CUSTOMER][NEUTRAL] I'm, I'm, I mean it took her a few months, but still.
[CUSTOMER][POSITIVE] I'm, I'm not gonna complain.
[AGENT][NEUTRAL] So I would, what I would do since you've got somebody who needs to be enrolled all the way back to July.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I go ahead and send in the application and in the email that you sent to us let just put in there the bookkeeper knows she's gonna have to pay back premium she's gonna have to pay it on their next invoice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That they get or it'll lapse for nonpayment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, no, no, no, yeah, definitely, definitely, yeah, she, she already knows that she's gonna have to do that, yeah, definitely.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, so just send the application in and say the bookkeeper noticed that this person was missed. They're gonna send in the premium as soon as they get the statement. Please enroll for a 6 or 71 effective date. We'll get it done.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, we can, we can do that, we can definitely do that and just to make sure it is going to be at the work.
[CUSTOMER][NEUTRAL] Uh, let's see, the FL sales, yep, FAL sales, FL sales atm.
[AGENT][NEUTRAL] FL hyphen sales. Uh-huh.
[AGENT][NEUTRAL] And public
[CUSTOMER][NEUTRAL] I'm sorry, A in public.
[AGENT][NEUTRAL] Yeah, and pub.
[CUSTOMER][NEGATIVE] I, I'm such an idiot. Oh my a pub.
[AGENT][NEUTRAL] Yeah, or the, or the public.
[CUSTOMER][NEGATIVE] Yeah, the and public people and public, yeah, oh God, forget it, it's, it's too much. I, I, I can't, I just can't, I can't with me anymore.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Because my daughter tells me that constantly. She's like, Dad, I can't with you anymore. Just leave me alone and she walks away. Yeah, yeah, she's all righty. Thank you very much, love. I appreciate your help so much as always.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Well, it
[AGENT][POSITIVE] No problem, [PII]. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] That'll do it for me. You have yourself an absolutely beautiful day and I hope this is the worst call you get the rest of the week.
[AGENT][POSITIVE] Well thank you so much you take another bite of that cookie.
[CUSTOMER][POSITIVE] I definitely will. I got one more left. I, I 4 cookies, you know, I got 1 left.
[AGENT][POSITIVE] All right, we'll talk soon.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye.