AccountId: 011433970860
ContactId: bc5d799e-e7a2-443d-a892-5b55c47c54c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 485660 ms
Total Talk Time (AGENT): 144960 ms
Total Talk Time (CUSTOMER): 186168 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bc5d799e-e7a2-443d-a892-5b55c47c54c1_20250102T17:06_UTC.wav
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[AGENT][POSITIVE] Hi, thank you for calling ATL. This is [PII]. How can I help you? I'm so sorry. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][POSITIVE] I'm doing great how about yourself, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm doing OK. I was gonna if you can help me out. Uh, we sent in the enrollment request for a group that we work with. Uh, we're just trying to see office.
[AGENT][NEUTRAL] Yeah, OK, let me take a look at that. And what was the group number?
[CUSTOMER][NEUTRAL] 17839
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And the name of the group, please?
[CUSTOMER][NEUTRAL] Uh, OCO Partnerships Inc.
[AGENT][NEUTRAL] You said 17839 on that group?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Hm, um, do you know the address?
[CUSTOMER][NEUTRAL] OK give me one moment. Uh, their address is [PII].
[AGENT][POSITIVE] Perfect thank you so much Ms. [PII] and.
[AGENT][NEUTRAL] You said that you'd sent in an enrollment request, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was it for an individual member or for a set of members?
[CUSTOMER][NEUTRAL] Uh, individual.
[AGENT][NEUTRAL] Individual. OK, let me look and see if they're on there and then.
[AGENT][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] Real quick and I'm sorry I guess I didn't finish the verification process, but would you mind going through that um the rest of that with me, would you be able to verify the phone number on file?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, her phone number for which?
[AGENT][NEUTRAL] Um, I guess I'm so sorry. Are you calling on behalf of the group? Are you calling on behalf of the broker?
[CUSTOMER][NEUTRAL] I'm of the broker.
[AGENT][NEUTRAL] Oh, I'm sorry. OK, could I
[CUSTOMER][POSITIVE] So I'm a general agent. That's very good. Uh, I'm a general agent with the Center Center Benefit mall with the with the broker.
[AGENT][NEUTRAL] OK, can I have your email address then please, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Perfect and I'm going to if you don't mind I just because I don't have you listed on the group if you don't mind I'm gonna put you on a brief hold and um reach out on my side through our verification and see if I can get you verified on this account, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it very much.
[AGENT][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] with the care team. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Hey, I'm doing great, thanks for asking. So I have a broker on the line. Her name is [PII], and she is calling on behalf of group number 17839, and I was just hoping you could help me with verification. Um, her, the domain on her email is [PII] and it doesn't match the just the domain name on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, it well they have so many that are attached to, um, national agency solutions. So yes, that is one of ours, but let me just, let me see if she's in our broker tracker. Hang on just a second. You said [PII]. OK, let me see if I have her. Sometimes we do, sometimes our lunch under an agency.
[AGENT][NEUTRAL] The group
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] let's see uh [PII], I don't have her under that. I if I have one for Benefit Mall.
[CUSTOMER][NEUTRAL] I know Be mall calls all the time. Let me look at one other thing. Hang on a second here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Well, I don't know because it's just showing Southeast region and it's showing [PII] as the agent. So I don't know if Benefit Mall is part of Southeast um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I do think they're under they're international agency solution and all of its umbrellaed under them, so I do believe hold on let me look at one other thing let me go to.
[CUSTOMER][NEUTRAL] Let me go over the HL screen. Give me just a second.
[CUSTOMER][NEUTRAL] Well, we don't have benefit. I know Benefit Mall is under is underneath one of them, but I can't, I can't physically ID her because she's not, um, let me look at one other thing, [PII], right? Last name, OK, so make sure they're right, and her first name is [PII].
[AGENT][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, so I've got [PII] [PII] got [PII] and I got [PII]. Let me just make sure it's not under.
[CUSTOMER][NEUTRAL] I guess something real quick that probably won't be it. Yeah, I don't know. I can't ID her because she's not in our system. Is she asking for claims information?
[AGENT][NEUTRAL] She actually just wants to verify an enrollment. They had emailed in a new enrollment request.
[CUSTOMER][POSITIVE] Oh sorry, I should just ask you that off the top. Just send it through. I'll take care of that. My apologies.
[AGENT][POSITIVE] OK. No worries. I will, I will introduce you, Miss [PII] when we join, OK? Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi, Ms. [PII], are you still there with us?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Hey, thank you so much for your patience. I greatly appreciate it. I have Miss [PII] on the line and she's with our broker resources department and she's gonna be able to help you out, OK?
[CUSTOMER][POSITIVE] Awesome, thank you so much.
[AGENT][POSITIVE] Hey my pleasure thank you you take care and have a great day.
[CUSTOMER][POSITIVE] Have a great one.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. She said you had a question about, uh, is it on a renewal or group information that you sent over?
[CUSTOMER][NEUTRAL] Yeah, so uh we.